A transcript report displays a list of the user transcripts that meet the report criteria, such as transcripts that involved a particular passage or a live agent handover, along with the date and time it occurred (in the chatbot's timezone).
Each transcript is identified by a generated ID and shows the interactions between the chatbot and the user, and the channel where the chat took place. You can:
- View transcripts from a report with a fixed period.
- View transcripts from a report with a dynamic period.
- Navigate quickly between individual transcripts using the up and down arrows at the top of the transcript window.
- Download the transcript.
- Open the log view for the trascript to see more detail such as script responses for debugging purposes.
View transcripts from a fixed period
Reports that use fixed periods expire 90 days after their start date. Expired reports can't be used to view transcripts.
To view a transcript:
- Open the team and chatbot you want to view transcripts of and click Improve.
- Click Transcript reports.
- If the report you want to use is shared with your team, click the Shared tab.
- Click the report you want to use.
- Click the transcript you want to view.
View transcripts from a dynamic period
Reports that use dynamic periods such as "last 7 days" may need to be refreshed to retrieve the latest matching transcripts if you haven't used the report in a while.
To view a transcript:
- Open the team and chatbot you want to view transcripts of and click Improve.
- Click Transcript reports.
- If the report you want to use is shared with your team, click the Shared tab.
- Click the report you want to use.
- Click Refresh.
The report displays the number of transcripts that match the report criteria. If your report matches too many or too few transcripts, adjust the filters or reporting period and click Update. - Click View Transcripts.
- Click the transcript you want to view.
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