Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Viewing chat transcript and feedback survey on the Activity tab

As a case agent, view the chat transcript and attachments from the chat transcript on the Activity tab if the case is created from a Live chat session. You can also view the survey feedback when a case business analyst enables the display of survey feedback configuration in BMC Helix Business Workflows, and when a user submits survey feedback in BMC Helix Digital Workplace Advanced.

Related topics

Viewing-and-communicating-case-updates

To view the chat transcript for a case created from a chat session

  1. On the Activity tab, click View Details.
    The following figure shows the option to view a chat transcript:
    23_3_ChatTranscript.jpg
    The chat transcript and attachments are displayed.
  2. (Optional) To download an attachment, select the file in the attachment preview pane, and click Download.
    To preview confidential attachment, you require access permission. For non supported file type, preview is not supported, a message is displayed in the window, and users can download the attachment.

To view the feedback survey for a case created from a service request on the Activity tab

  1. On the Activity tab, click View Survey Information.
  2. View the survey ratings, questions, and answers in the survey information.
    If the survey does not contain any questions or if an answer is not included for a survey question, the survey questions are not displayed in the survey information.

 

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