Agents or administrators can review and analyse chats offline by downloading the live chat history. This can be done every month or quarter to consider the next action plan.
Steps to download all live chat history:
- Click the “More” button located at the top right corner of the dashboard.
- Select “Download All Chats”.
- A pop-up menu will appear for you to confirm the format preference of the download.
- Click “Confirm” to start the download.
Steps to download individual live chat history:
- Within each opened chat window, there is a download button on the top right corner.
- The system will automatically start the download.
- The format of the download will be a CSV file.