Filters for Chat Transcripts

Archived live chat transcripts help ClickDesk admins keep track of customer interactions. They are also a great way to gauge agent performance. We’ve recently enhanced our chat transcripts functionality to include a range of filters. You can now easily filter all previous chats using fields such as chat type and country/location. You can also search by text, in case you’re looking for chats mentioning a particular phrase or keyword.


Where to Find Chat Transcript Filters

  1. Login to the ClickDesk admin panel.
  2. Go to Reports and Spy > Chat Transcripts.
  3. To sort chat transcripts, click on a section heading (Agent, Visitor, etc.).
  4. To filter chat transcripts, click on the Filters icon on the upper right. Choose any number of filters, then click ‘Done’.¬†Your filtered chats will now be displayed.
  5. To reset the filters, click on the Filters icon and click ‘Clear’, then click ‘Done’.

Note that before or after running filters, you can always click-through from a chat session summary to a complete view of the session. The complete view displays the entire transcript alongside visitor info such as browser, referring URL, and location displayed on a map.

Questions? Drop us a line anytime.