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Chat Outcome Logs

This feature enables the team managers and analysts to "View" the chat outcomes marked by agents before closing the chat.

To download chat outcomes log reports,

  1. Navigate to Customer Care Console > Reports > Chat Outcome Logs.
  1. Select the date range between which the outcomes of the chats need to be displayed.
  2. Click "Generate Report" to view the logs on the Interface.
  1. Click "Download Report" to download the logs as a .csv file.
  1. To search for a specific log, enter the "Keyword" in the search field and the related results will be displayed on the screen.

Filter: The report can be sorted in ascending or descending order based on Outcome, Chat ID, Channel, Agent ID, or Outcome DateTime.