Chat History

Effective customer support is like machinery in good condition. So every part of it should operate together perfectly to prepare a flawless process.

By giving a detailed analysis of the chats handled by the specific agent on a particular day for a certain time frame and customer rating, you will be able to know how the customer is contented by the support offered by that agent.

Look out the Chat History page of Twixor EnCaps that provides you the elaborated record of chats.

To filter chats:-

You can filter out the chat history records by selecting any/all of the search criteria listed below and clicking Search button.

  • Customer Name/Phone Number - Mobile number and Name of the customer chatting with the Agent
  • Started and End Date - Starting and ending date/time of the chat conversation
  • Agent - Agent who is mapped with the selected department and handling the chat
  • Status - Current status of the chat. For example, the chat status will be CLOSED if the chats are closed after resolving the queries asked by the customers or MISSED when the chat is not attended by the call agent
  • Department - Name of the department which is handling the chat. In the chat history example given above, the chats are handled by the Support Team department
  • User Tag - Tag assigned for the chat in Chat Interface

The following records will be filtered and displayed based on the selected criteria given above. Records headers differ for Closed Chats and Missed Chats.

  • IP Address - IP Address of the customer's device using which he is conversing with the agent
  • Closed Date - Date on which the chats are closed. This data will be displayed if you select the CLOSED option from the Status
  • Missed Date - Date on which the chats are missed by the agents is revealed here
  • Chat - The actual conversation between the customer and the agent
  • Rating - Customer rating for the live chat support service
  • Location - Current location of the customer

Export Chat History

Here you can export all the valuable information from the past conversations or from the specific conversations based on the search results explained in the topic above. It helps you to track the issues or document the support requests.

To export the underlying data of the chat history to an Excel file for further analysis, click the Export button.

 

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