View chat transcript reports for a workgroup

You can view a chat transcript summary report for a workgroup. From this report, you can also view session details for any of the sessions in the report.  

To view chat transcript reports by workgroup:

1. Click the Live Assistant tab.

2. In the sidebar pane under Reports, click Chat Transcripts. The Chat Summary screen displays.

3. In the Select Workgroup field, select the desired workgroup.

4. In the Choose Date section, select the time period that you want the report to cover by selecting a beginning date and time and an ending date and time in the corresponding fields.

5. Click the View Chat Transcripts button.

A table displays the names of the visitors, their email addresses, the session ID associated with that session, the agent (if any) who took the request, and the date of the session.

6. To view the actual chat transcript, in the Options column for a particular session, click the View link.