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Live monitoring of Virtual Agent chat

SiWri
Tera Contributor

‎01-19-2024 05:58 AM

Is there a way to monitor the content of a virtual agent chat as it's happening? If a user is transferred to a live agent, I can watch the chat (i.e. see what is being typed by the agent and the user). Is it possible to do that to see what a user is saying to the VA and the responses from the VA? I have tried to view them in the same way as a live chat in the Agent and Service Operation Workspace - the chat briefly appears (for about half a second) and then disappears.

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SiWri
Tera Contributor

‎01-19-2024 07:48 AM

Hi @Maik Skoddow thanks for your reply. The above works for viewing a live agent chat, but when I do the same to view a virtual agent chat, the chat window appears for a brief moment (half a second) and then disappears, and I can't see any way to bring it back. Any ideas? Thank you!!

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