Live Assistant Transcripts

This section of the user guide is focused on Live Assistant transcripts. To help you navigate the article we have broken it down into the following sections:

• What are Transcripts?
• Who has access to Live Assistant Transcripts?
• How do I view Live Assistant Transcripts?
  • Dashboard
  • Filtering

What are Transcripts?

Transcripts allow you to review each live conversation that happens within the Live Assistant. You can review the transcripts to look for trends in topics.

Who has access to Live Assistant Transcripts?

Live Assistant Transcripts are available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view Live Assistant Transcripts?

• Under the Live Assistant section, select Transcripts.

Dashboard

• The Transcripts dashboard allows you to view all live conversations (based on your permissions). Transcripts are arranged chronologically, with the most recent live conversations at the top of the list.
  • The opening line, start time, last interaction, and the # of interactions are listed as sortable fields.
• To the right of the transcript, you are given the option to mark a conversation as “Read” or “Unread”. 
• Read will show a checkmark within the circle. This will mark the transcript as "Read" in the viewing agent's admin.  The "Read" designation will not carry over to other agent admins.

Filtering

• You can enter keywords into the Search bar, change the date range, or both to adjust results. 
  
• Select the Funnel icon to filter by Office, Agent, and Read Status