How to find chat transcripts in the Agent Workspace

How to find chat transcripts in the Agent Workspace

You can find chat transcripts based on chat IDs in Monitor View.

  1. Log in to the Agent Workspace at agent.bold360.com.
  2. To list chats, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

  3. Go to the tab where you want to search for a chat transcript.

    For example, if you are looking for the transcript of a closed chat, go to the Closed tab.

  4. Make sure the ID field is displayed:
    1. Click the cogwheel icon in the top-right corner of the page.
    2. Select the ID field.
    3. Click OK to save your changes.
  5. Select the proper department, chat folder, and date range to filter for chats.
    Important: Monitor View displays only 500 chats at a time. If the chat you are looking for is not displayed in the first 500 results, you cannot search for its transcript.
  6. Search for the chat ID.
  7. Click the chat to see its details, including the transcript.