Agents can view their online conversation history by clicking on "Service Records" at the top of the workstation. Agents can only access their own service records and cannot view the records of other agents. Agents have the option to filter their searches by date, skill group, or keyword matches.
Conversation History Details
To view the details of a specific conversation history, click on the conversation history in the action column of the service record.
The conversation history details will be displayed as shown below. You can search for specific chat records in the top right corner.
