Because FocalScope logs all Live Chat conversations in its database, it is easy to look up specific information contained in those conversations between agents and customers / prospects. This article details how to use FocalScope's Find tool to perform a search specific to Live Chat conversations.
Searching for information specific to Live Chats
- In the [Main toolbar], click the [Find] button
- In the [Finder Tool] window, click the [Live Chat] tab and fill in the information you are looking for in the search criteria fields
- Click [Search] button to initiate the search
- In the search results, click an entry to open the associated Live Chat conversation. Dialog containing text that matches the search criteria will are highlighted in yellow
Figure 1 - Searching Live Chats