How can you view the chat history for your agents within the UI and to what extent? The current documentation seems to be a bit light in covering history review.
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Currently, the chat agent history is limited to the past 30 days; but can be accessed through the clock icon in the top right corner of your chat agent:
You can access other chat agent’s you have access to through the dropdown at the top.
There are some additional metrics you can access regarding your chat agents in the ‘Manage Quick’ page. On the left panel, scroll down to the bottom where you’ll find the ‘Quick Usage Metrics’. This provides you more general overview about the trends as well as thumbs down received and the reasons why.
Additional access to the overall chat history though would be nice so I have escalated to our internal team and they are looking into solutions as well as adding details to documentation.
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