Viewing the chat session information in Master Chat Record

As an administrator, you can view the following chat session details in the Master Chat Record form. 

  • All the previous assignees
  • Status changes
  • Last modified by
  • Modified date 
  • Ticket creation and ticket association details

Related topics

Reporting-and-analyzing-Live-Chat-usage

Troubleshooting


To view the chat session information

  1. As an administrator, open the Master Chat Record by using the following URL format:
    https://server name/arsys/forms/ES_Chat%3AMasterChatRecord/
  1. To view the chat session history, click the Audit tab. The chat session history is displayed as shown in the following image: 

    MCR_Audit tab.png

  2. To view the ticket creation and ticket association history, click the Integration tab. 
    After a ticket is automatically created from Live Chat or when an end user associates an existing ticket with a chat session, the following section is populated: 
    MCR fields for ticket creation.png

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*