Ideas

Connect Improvement to Chat History

1) Ability to click a link next to questions on the improvement page (here: http://prntscr.com/gscuxp ) to take us to the chat log of that user. That way we could quickly see the context of the user's question without having to tediously navigate to that user's chat on the Analytics page.

 

From Rob at IntelliMortgage

  • Wendy Walker
  • Jan 8 2018
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  • Wendy Walker commented
    January 8, 2018 23:30

    Also,, Rob suggests:

     

    2) Ability to click a link in the analytics table (here: http://prntscr.com/gscxmm ) to take us from there to the live chat log with that user. Currently, we have to log into a separate system (Olive) and manually navigate to that chat. That takes too much time and discourages us from analyzing live chats of customers who are transferred from the bot to our live reps.