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Viewing Chat Activity Information

You can view the details of chat activities from the Activity activity pane pane. From here you can also change the priority of the activity. Depending on what your administrator has configured for the department, you may not see all the fields described here. Below the activity details, the entire transcript of the chat is a also displayed.

To view the activity details and body:

In the Activity pane. By default, the Activity pane shows the following information:

  • Activity ID: The activity ID of the chat selected in the inbox.

  • Case ID: The case ID of the case associated with the activity. If there is no case associated with an activity, then this field is blank.

  • Priority: It shows the priority of the activity. By default there is no priority set for the activity. You can set the priority from one to seven. Priority of completed chat activities cannot be changed. You can assign a priority from 1-7, where 1 is the highest priority and 7 is the lowest priority.

  • Customer Name: The name of the customer associated with the chat activity.

  • Assigned To: The name of the agent to whom the activity is assigned.

  • Department Name: The name of the department to which the activity belongs.

  • Queue Name: The name of the queue from which the chat came to the agent.

  • Created On: The date and time when the chat was created.

  • Substatus: The substatus of an open chat activity is "In progress", and of a completed activity is "Done".

    the Activity pane displays details specific to the activity

In the Activity Body section of the Activity pane, you can view the transcript of the chat. You can view the activity body only for completed chat activities and not for chats that are in progress. The chat transcript contains the complete text of the chat as well as any links to web pages and attachments that were sent during the chat session.

For activities that included a Cobrowse session, agents can also see the Cobrowse transcript.

To view the cobrowse transcript:

  1. In the chat transcript area, browse to the line that says Customername (or Agentname) Started a cobrowse session.

  2. Click the Started a cobrowse session link to view the cobrowse transcript in a new window.

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