All of your past conversations are stored in Archives. It really comes in handy when you want to look for patterns and repeating cases, train new agents using old chats as well as simply check conversation history with a certain customer.

Agent Side Demonstration

Go to left pannel & click on Archives.

Agent Side Demonstration

A list of all your previous conversations. To look for a specific chat or a group of chats use the search bar and/or filters. Additionally, you can sort chats by date.

 

Agent Side Demonstration

 

Use filters in Archives

• You can choose from seven filters:


• Agent—filters by agent who was handling the chat.
• Group—filters by group that the chat was assigned to.
• Ratings—filter by rating that was given to a particular chat.
• Tags—filters by tag assigned to a chat.
• Date—filters by date of the chat.
• Sales—filters by sales achieved during a chat.
• Goals— filters by goal achieved during a chat.

Within filters, conditions are connected with an OR operator. What does it mean exactly? That if you set two conditions (or more) for one filter, results will show all chats that meet at least one of the conditions.

Agent Side Demonstration

Skip search and click on See all chats with this customer in Details to immediately find all conversations with a certain customer.