Transcripts & Reporting Overview
August 13th, 2023
To view your chat transcripts, click on the Transcripts icon in the left sidebar menu. In this section, you’ll see a list of all of your chat transcripts, with the most recent at the top. Power Users will be able to see all chat transcripts, while Operators will only be able to view their personal chat transcripts.
To look at a transcript, just click on it from the list! Inside the transcript, you’ll see all the key details of that conversation. At the top, you can see the date and time the chat was received and what the satisfaction rating was. You can also click Email Transcript to send the transcript to a teammate or click Export to download it as a CSV file. Also included are the Contact details of who the chat was with, which page of your website the visitor was on when they started the chat, and their location. From here, you can click on the Previous and Next buttons to scroll through your chat transcripts sequentially.
From the main Transcript page, you can find specific conversations by searching for key criteria. Filter by operator, visitor name, email address, and chat type.
To export your transcript metadata in bulk, click the Download CSV button in the bottom right of the screen.
Use the reports page to keep tabs on your chat workflow. Here you’ll find stats on your total number of chat conversations, the average chat duration and response time, as well as how your web visitors are rating their chat conversations. Use the filters at the top to filter by date range and user.
Power Users will be able to see all stats for all users, while Operators will only be able to view their personal chat stats.