To view chat transcripts, ticket numbers and Exit  Pre-Chat / Agent  / Offline Survey responses:

  • From the admin console:

  1. Enter the Admin Console
  2. Enter Reports & Analytics >Transcripts
  3. Define the requested parameters (skills, date range, etc) and click List Sessions

    A list of all the transcripts is displayed.
    The ticket numbers are displayed in the Ticket column.
    The transcripts that contain surveys are mark with V in the Exit / Pre-Chat / Operator /Offline columns accordingly.

  4. Click on the requested transcript in order to display its details (click on the left column).
  5. The transcript of the chat is displayed under the Chat Transcript section
  6. The survey responses (if the visitor responded to a survey) are displayed under the Exit / Pre-Chat / Agent /Offline Survey section