Chat search

Chat search

Chat search allows agents to find and retrieve previous conversations, without manually sorting through masses of chat sessions.

This is useful for a host of purposes – from monitoring staff, to verifying information following a dispute, to pulling up complaints or useful feedback. Here’s how it works:

• Agents can run a chat search based on a keyword (i.e. cancellation), or on pre-chat survey data (i.e. a name or company)

• Searches can also be pulled based on a specific date or time frame

• The search view displays chat summaries and chat wrap-up values, for easy identification

• Agents can sort their search results either by detailed grid or by at-a-glance card views

• Each chat search reads directly from the server, making for fast results which don’t affect client performance

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