Interactions: Dig Into Sessions with Chat Transcripts
Chat Transcript gives a detailed overview of the sessions in which SUVA is used. It relies on the analytics data to show you the stories having the greatest impact on client satisfaction (measured by the status of sessions) and what stories and intents the admin needs to update.
There are two filters; 1. Report By lets you select if you want to view the report for Sessions or Conversations and 2. Status helps you filter the report by the respective statuses for wither the sessions or conversations. The search box can be used to locate a specific session by its ID number.
The report includes seven columns, the details of which are as follows:
| Description | Details |
| Session ID |
The ID of the search session in which an end-user engages with SUVA. This column is searchable. Use the Search by Session ID search box to find a particular session. You can view chatbot session details by clicking a Session ID. |
| User | The email address of the users is shown in this column.The email address is captured only for the users who log in at least once during a session. Else, the field is empty. |
| Intents Used | The total number of intents triggered in a chat session. You can filter sessions by intents. To find all the sessions in which a specified intent is triggered, check that intent from the Select Intent dropdown. |
| Last Modified (UTC) |
This is the time when either an end-user or the virtual agent sent their last message of a chat session. Sessions are arranged by Last Modified in Chat Transcript. |
| Status | The status of the conversation is mentioned here. There are total four statuses; 1) Bounced, 2) Deflected, 3) Abandoned, and 4) Handover. |
| Handover ID | If the status of the conversations is Handover, the case ID of the is shown here. |
| Action | There are two features available in this column; 1) Email transcript and 2) Download Transcript. Except for feedback messages, idle user messages, and live chat, all the details in the Chat Transcript report can be emailed and downloaded as a .txt file. |
No Records Are Available
This is the message displayed in Chat Transcript when no sessions are available for the select filters over the specified date range.
Reset Filter
Click Reset Filter to remove the filters applied on analytics results.
Send as Email
If you want to download the transcripts of multiple interactions, you can select the sessions and send them to you via Send as Email. The email is sent to the email you used to log into SUVA admin panel.