Chat History Restrictions

Now, the Analysts can view Chat History with Restrictions based on Filters that are Time based, conversation based and LAT-specific conversations initiated with a specific message to easily access relevant chat logs.

The system by default allows Analyst to filter their chat history based on the specific criteria using the following Filter options:

• Time Filter: Filter to retrieve chat history from the specified time in the past.
  

• Limit Filter: Restrict the number of conversations retrieved.
  

• LAT Started Conversation Filter:  Filter to display only LAT started conversations. Check if the conversation began with a specific message.

  Example: Are you sure that you want to connect to a Service Desk Analyst?
  

  Notes

  1. In Time Filter, default value to retrieve chats is 30 minutes and this value configurable according to the business requirement.

  2. In Limit Filter, default value to retrieve top conversations is 10 and this is configurable.

  3. By default, LAT Started Conversation Filter flag is set to false only upon enabling at the Application level the analyst will be able to view it and use it on the LAT chat.

With these, Analysts have an enhanced ability to filter and access their chat history based on specific criteria, thereby improving the usability and relevance of the chat logs they access.

• Retrieve Conversations from Last ‘n’ Minutes

• Retrieve Latest ‘n’ Messages

• Retrieve from LAT started conversation Filter

Let’s dive into the following use-cases on LAT Filters.

Retrieve Conversations from Last ‘n’ Minutes

The Analyst can view the last ‘n’ minutes conversation chat with the End User. By default, the ‘n’ value is set to 30 however, this is configurable.

Consider the following example, End User initiates a chat with the Agent, and the system is configured to retrieve last ‘n’ minutes where n is set to 3.

Figure: End User Chat

An Analyst is notified about the End User Chat on the Agent Hub.
On the Chat Window the Analyst can view the chat conversation from past 3 minutes duration.

Figure: Live Agent Hub

Retrieve Latest ‘n’ Messages

The Analyst can view the latest ‘n’ messages on the Agent Hub based on the configured value. By default, the ‘n’ value is set as 10 however, this value can be changed and configured according to the requirement.

Consider the following example, End User initiates chat with the Agent and the system is configured to retrieve the latest 5 messages, when the End User requests Agent support then the Support Agent will be able to view the latest 5 messages.

Figure: End User Chat

Analyst is notified about the End User Request and only the latest ‘n’ messages from the End User is displayed. As here the ‘n’ value is 5, the analyst can view 5 latest messages before chatting with the End User.

Figure: Live Agent Hub

Retrieve from LAT started conversation Filter

This is a Filter to display only LAT started conversations. A specific message is configured in the code, if the flag is set to true at the code level then the message on the Agent Hub is displayed from the configured LAT message.

Consider the following example, End User converses with the Copilot.

Figure: End User Copilot Chat

Analyst can view the chat starting from the the LAT configured message “Are you sure that you want to connect to a service desk analyst“ on the Agent Hub. Which is enabled and set to True at the code level configuration.

Figure: Analyst’s Agent Hub