Can we see the names of users that have had a conversation with the Virtual Agent

[Chris Armstron1]

Hi All,

Is it possible to see the names of users that have had a conversation with the Virtual Agent? It would be helpful if there was a table which contains all the conversations and a 'User ID' column.

Our customers are IT users who also work for the same company (we are an internal IT department).

Our business has recently launched Virtual Agent and we are trying to get some demographics of the kinds of users that have already using it - this will help us see which areas of the business are not using it so that we can target them for comms campaigns and provide them with drop in sessions / extra support on how the VA works.

I have noticed that on the Conversations tab on the VA dashboard it shows 'User ID'... but it looks like it's encrypted as it only shows a string of letters and numbers. (Image below)

Any help is greatly appreciated and will be marked as helpful.

Many thanks,

Chris

[Muralidharan BS · Accepted solution]

Hi Chris,

In the analytics, we cannot see the exact user details because of the privacy policy, I read about this when configuring Mobile analytics. Those User IDs you see are hashed User Id.

If you want to know the conversations created by user, you can take a look at sys_cs_conversation table records where the consumer account gives info about the initiated user. 

Thanks

[Chris Armstron1]

Thanks for clearing this up Murali - much appreciated

[kcf]

I you use the sys_cs_conversation table, how can you make sense of the conversation the user had?  There's no friendly view of the actual conversation.

[Chris D]

Find the chat in the Interaction table - the human readable conversation is in the Transcript field (after the chat is completed). And if you ever need to get to the Conversation itself, it's also referenced in the Interaction record.