Admins and Managers have the ability to monitor live chats as they are happening. The consumer and the Agent do not know that the chat is being viewed.
If you are a manager viewing a chat, end the viewing session before a chat is transferred to you.
View connected chats in real-time
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Go to Chats > Ongoing.
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Click Actions > View Live Chatto begin an incognito view of the live chat.
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Agent name, consumer name, and queue name will all be visible.
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Click View Case/Ticketto open the record for this chat in your CRM.
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Shows that a message is currently being typed.
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Click Go to beginning of conversationto scroll the chat to the top.
View transcripts for completed chats
Chat transcripts are available directly within the Contact Center AI Platform portal on the Chats > Completedmonitoring dashboard. The transcripts displayed are from completed chats, and are stored and retrieved from your configured external storage.
Accessing chat transcripts
To access chat transcripts, follow these steps:
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In the CCAI Platform portal, click Chats > Connected. If you don't see the Chatsmenu, click Menu .
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Locate the CHAT IDfor the completed chat you would like to view.
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From the Actioncolumn, click More.
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Click Chat Details. The chat transcript appears.
Messages in the transcripts appear from oldest to newest. If there are any media files in the chat history, they are also be shown.
Troubleshooting
A transcript might not be available in the following situations:
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The transcript is not stored in external storage.
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The chat ID is not found in external storage.
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Contact Center AI Platform failed to get the transcript from external storage. The system retries getting the transcript.
