Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
View Live Chat History
This lesson demonstrates how administrators can view the activities and conversations which were logged from Live Chat, by using the Live Chat's [History] folder. They can also blacklist a particular ip address to block someone from reaching agents.
In the left pane of the Administration screen, expand the [Instant messaging], [Live Chat] nodes and click the [History] folder. This will display the live chat history list and IP's in the right pane. The administrator can choose to blacklist/whitelist any IP address from this screen. Right click on the contact you wish to blacklist/whitelist and then click [Blacklist IP address] or [Whitelist IP address].
Future requests from the blacklisted IP address will not reach the agents directly. Instead, the user will see an offline message notifying them that agents are offline, and they may leave an offline message, which will be placed in the ticketbox designated for offline messages.
- To view the chat log of a single live chat conversation, double click on the name of the chat you wish to view, and click on the [Chat Log] tab.
- Use the search bar to look for a word or phrase, in the conversation, and the line with the keywords you searched for will be displayed.
- You may use the [<<Prev] or [Next>>] buttons to browse the conversation history If the chat log has multiple pages.
- The e-mail button allows you to forward the entire chat log to your e-mail address.
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