Chat Search Report

The Chat Search Report shows chat details for all chats within the selected criteria. The results can be expanded to show the transcripts, history, and notes for the selected chat.

Select the following items to query, then click submit:

Site: Select Site.
Queue: Select the Queue.
In The Last: Select a time frame to automatically fill the Start and End date/time.
Start: Use this to enter an exact start date/time.
End: Use this to enter an exact end date/time.
Agent: Select an agent username from the pulldown list.
Email: Email address of customer who initiated the chat.
Customer: Enter the customer’s first or last name (full or partial).
Content: Enter a string of text to search for within the chat transcripts.

The initial output shows the following summary data:

Report Heading	Description
Request No.	Chat item request number.
First Name	First name of customer who initiated the chat.
Last Name	Last name of customer who initiated the chat.
Email	Customer’s email address.
Request	Time chat was requested.
Delivered	Time chat was delivered to a queue.
Established	Time chat was established.
End	Time chat was ended.
Closed	Time chat was closed.

To view individual chat details, click the up arrow to the left of the record you wish to expand.

Resulting screen tabs: Transcript, History, Notes.

The following items can be viewed for each chat.

Transcript details	Description
Date	Date/Time of transcript event
From	Agent or user who initiated the transcript event.
Message	Actual message transcript of the chat session

History details	Description
Date	Date/Time of chat session events
Author	Agent or user who authored the event.
Message	Event log of chat session. Example: Chat Created, Chat Ended

Notes details	Description
Date	Date/Time note was written
Author	Agent or user who authored the event.
Message	Actual text of the note added during dispositioning

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