About Transcripts

The entire chat transaction with the Virtual Assistant can be viewed in the Prompts Console. The transcript page displays the entire conversation at a glance to gauge the quality of the interaction. The in-depth analysis of the chat interaction with the Virtual Assistant can help users analyze and assess the areas that need improvement.

Transcripts can only be viewed by users with the Botmaster Analyst role.

The details that are displayed vary depending upon the type of Virtual Assistant, customer, agent, or instant answer. You can view the following details on the Transcripts page for Customer Bots:

1. Intent: Displays the specific customer requests to perform an action.

2. Score: The value of this field can be high, medium or low. 

3. Utterance: Displays the customer's opening words.

4. Date: Displays the date for the chat.

5. Number of Exchanges: Displays the number of questions asked during the entire conversation.

6. Escalation Offered: If the customer requests to speak with an agent or gives a negative survey answer, then it is recorded as an escalation offer. 

7. Warm Transfer Offered: If the Virtual Assistant escalates the chat to an agent after making an offer, then it is considered to be a warm transfer.

8. Chat Offer Accepted: If the escalated chat offer is accepted, it is recorded as an accepted chat offer. 

9. Chat Offer Rejected: If the escalated chat offer is rejected, it is recorded as a rejected chat offer.

10. Abandoned: If the customer leaves the conversation before they are presented with a solution article or a chat escalation offer, this field is checked.

11. Quality Interaction: If the customer does not abandon the chat and does not receive an escalation offer, then it qualifies to be a quality interaction.

12. Self-Served: A self-served chat is one where a solution article is offered but there is no escalation or warm transfer offered.

13. Error: This field is updated if an error is encountered during the conversation.

You can view the following details on the Transcripts page for Agent Bots:

1. Activity ID: Displays the specific customer requests to perform an action.

2. Channel: The value of this field can be high, medium, or low. 

3. Initial Intent: Displays the customer's opening words.

4. Score: The value of this field can be high, medium, or low. 

5. Subject: Displays the subject of the activity in the agent console.

6. Number of Exchanges: Displays the number of questions asked during the entire conversation.

7. Date: Displays the date for the chat.

8. Error: This field is updated if an error is encountered during the conversation.

You can view the following details on the Transcripts page for Instant Answer:

1. Search Terms: Displays the terms that have been used by users on the portal.

2. Article ID: Displays the ID of the article.

3. Article Title: Displays the title of the article. 

4. Intent: Displays the specific customer requests to perform an action.

5. Score: The value of this field can be high, medium, or low. 

6. Date: Displays the date for the chat.

7. Error: This field is updated if an error is encountered during the conversation.

Related Topics 

1. Viewing Transcripts

2. Filtering Transcripts