Chat Log

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The chat log includes all chat data, including transcript.

Note: Read more about the available logs in the Logs, Monitoring and Statistics section.

Tip: Add or remove additional information columns by using the Column selection icon button.

Table of Contents

To Acces the Chat Log Interface

  1. Select a project from the project list, then select Logs and statistics > Chat log.
  2. Set the time interval you need the statistics for.
  3. Optional: press Expand icon for more filtering options.
  4. Press Search.

Chat Log Overview

Name Description
Chat ID Chat session identifier number. The number is generated when a session starts.
Date Time when the chat session started.
Duration (sec) The time the agent and the visitor spent chatting.
First Agent Agent who responded first in the conversation.
Last Agent Agent who responded last in the conversation.
Platform The platform the chat session was initiated from. (A third-party app or a website.)
Ticket ID The identifier number of the ticket which is assigned to the chat session.
Ticket Number The number of the ticket which is assigned to the chat session. The number is generated when a ticket is created.
Ticket Type The type of the ticket which is assigned to the chat session.
Queue The queue from which the visitor was connected to an agent.
IP Address The IP address of the visitor participating in the chat conversation.
Spam Indicates if the chat message was flagged as spam.
Preview A snippet of the conversation’s content.
Disposition A chat-specific disposition indicating the outcome of the chat session. The disposition is automatically allocated to the record by the system when the chat conversation is closed.
Start URL The URL address of the web page where the chat conversation was initiated by the visitor.
End URL The URL address of the web page where the chat conversation ended.

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