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Idea

    Off the Record Reporting
    Idea posted August 28, 2018 by Anthony HayesRookie, tagged Reporting, System Admin and Configuration 
    116 Views, 4 Comments
    Title:
    Off the Record Reporting
    User Story / Description:

    As a user of the Off the Record function that is available, I would like to be able to see how many times the Off the Record button has been pushed.  Currently there is no out of the box reporting that tracks that. We have created a standard text for our agents to use when they want to use this button, but it would be nice to see if the button is being used more then standard text is. 

    Comment

     

    • JessicaB

      Hi Anthony,

      The "Chat Event Details" report #3029 shows you when a message has been sent using Off the Record, within the context of the conversation.

      Hopefully that helps with your investigation,

      --Jessica

       
       
    • Anthony Hayes

      Hey Jessica

      ,‚ÄčIn regards to your response, I'm aware of the chat event details report, but in order to get the information I have to have a chat ID and then once I have that I then have to search each individual chat for "Message Removed" in the message text. The Off the Record is triggering something in order for the message to be removed. We should be able to report on that trigger.  I've created standard text so I was able to create another work around but am looking for a one touch solution to see if agents are using off the record but not using the standard text.

    • JessicaB

      Hi Anthony,

      I've taken another look at 'Message Removed' and don't see anything that you can use to report on (the team also looked and found the same result). My apologies, there is no workaround at this time; the product will need to be modified in order to accomplish your goal.

      --Jessica

    • Anthony Hayes

      Thanks Jessica, I look forward to seeing a solution to this dilemma in a future release.