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To view Conversation Logs, follow the below process.
Personas
- SME or Annotator
To View Conversation Logs:
- Login to the application as an SME or Annotator.
- Click Conversation Logs. The Conversation Logs page is displayed with the list of Instances.
Figure: Conversation Logs page - Select the required Instance to view the Conversations list.
Figure: Conversations List page
Field Description
The following table describes the fields on the Conversation Logs page:
Field | Description |
|---|---|
| Filter Options | |
Start Date | Select the start date for Conversation. Click the Calendar icon to select the date. |
| End Date | Select the end date for Conversation. Click the Calendar icon to select the date. |
| Action Filter | Select the action(s) from the drop-down list as follows:
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| Intent Filter | Select an Intent from the drop-down list as follows:
|
| Columns | |
| User Name | Displays the User Name. |
| Annotated By | Displays the SME or Annotator name. |
| Annotated On (GMT) | Displays the date on which the conversation is Annotated. |
| Logged Time (GMT) | Displays the conversation logged time. |
| Topic | Displays the type of conversation. |
| Tags | Displays the status of the conversation. |
| Action | Click the Action icon to view the conversation details. |
| Note | ||
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Anchor Export Export
Export
| Export | |
| Export |
The Export button exports the conversation details for a specific date range to a CSV file. The conversation details is a history of the conversation occurred between the End User and the Live Agent (Analyst), from the time when the virtual agent conversation is transferred to the Live Agent.
The primary purpose of the exported CSV file is to get the quick snapshot of the Live Agent Transfer (LAT) conversation details. The exported CSV file provides the detailed view of the LAT conversation between the End User and Live Agent such as requested end-user name, requested user location, Analyst name, time duration to reach the Live Agent and so on.
By analyzing the statistics of the exported CSV file, you can scale up your business growth. For example, by analyzing the "accepting agent name" you can identify the high performer Live Agent. It will further help you to have expertise and productive employees in the organization.
The following infographic depicts the usage of CSV file analytics in business benefits.
Exporting LAT conversation Data to CSV file
To export LAT conversation details to a downloadable CSV file, perform the following steps.
Prerequisite
Ensure that the Live Agent option from the Intent Filter drop-down list is selected to display Export button on Conversations list page.
- Navigate to Conversation Logs. The Instance list page is displayed:
Figure: Instance List page - Click on the required instance. The Conversations List page is displayed.
Figure: Conversations List Page - Select the Intent Filter as Live Agent Transfer. The Export button is displayed on the screen.
Figure: Conversations List Page - Export Button - Select the required date range using Start Date and End Date. Click Export. The data is downloaded to a CSV file. A sample screenshot of CSV file is shown below:
Figure: CSV file sample
Field Description
The following table describes the fields on the CSV file:
Field | Description |
|---|---|
sr_no | Displays the sequential serial number. |
| conv_id | Displays the conversation ID of the conversation log. |
| conv_requested_on | Displays the time when the Live Agent Transfer (LAT) conversation was requested by an End User. |
| requesting_user_name | Displays the End User name who has requested for LAT. |
requesting_user_location | Displays an End User's location who has requested for LAT. |
conv_accepted_on | Displays the date and time when the conversation was accepted by the Live Agent. |
| accepting_agent_name | Displays the Live Agent name who has accepted the End User request. |
| conv_ended_on | Displays the time for the following scenarios:
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| user_wait_time_min | Displays the End User waiting time to reach the Live Agent. |
| conv_duration_min | Displays the conversation time between the End User and Live Agent. |
| lat_connection_success_flag | Displays Yes if Live Agent and End User are connected. |
| lat_termination_reason | Displays the reason of conversation termination between the End User and Live Agent. |
| lat_ignored_by_agent_name | Displays the name of the Live Agent who has ignored the End User request. It will be empty if it is rejected by ALL the Live Agents. It will be empty if it is not rejected by any Live Agent. |
| all_agents_rejected_flag | Displays Yes if all the Live Agents ignored the End User request. |
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Data can be exported for the conversation history logs which are generated in past 60 days. |
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