Viewing Conversation Logs

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: Pass Fail Annotated Un-Annotated
Intent Filter	Select an Intent from the drop-down list as follows: Create Service Request Create Incident View KB Ticket Status FAQs Chit Chat Information Ticket Update Live Agent Transfer Exit Remind Incident Remind Service Request Cancel Incident Cancel Service Request Reopen Incident Reopen Service Request Escalate Incident Escalate Service Request Update Incident Update Service Request Remind Ticket Escalate Ticket Cancel Ticket Reopen Ticket Incident Status Service Request Status
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:

After specifying the filter criteria, you must click Search button to view the list of conversation logs.
The user search works with the startsWith mechanism. Also, you can enter the complete keyword and search.

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: When the End User opts out at the timeout, while waiting to reach the Live Agent in the queue. When the Live agent and End User is connected and the End User is idle for more than the pre-defined time period. When the conversation got ended by the Live Agent. When the End User and the Live Agent is connected and the conversation got ended by the End User. When the End User request is ignored by the last available Live Agent.
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.

Note:

Data can be exported for the conversation history logs which are generated in past 60 days.