Space bannerThis documentation supports the 23.3 version of  Live Chat, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

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

 

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