Need to Report on Virtual Agent Transcripts

[Mark Endsley]

I know you can post virtual agent transcripts to incidents, and send them as notifications using vaSystem.getTranscript() .

I have a requirement to write a report on these conversations. The report would need to be human readable as the conversation comes out of vaSystem.getTranscript() . However, I can't find the table that this function pulls records out of, unless it is one that is very much not human readable like sys_cs_conversation_task or sys_cs_message.

Does this table exist out of the box, or will I need to create a custom table and post the transcripts to it periodically myself? 

[Matthew Train · Accepted solution]

Check the Interaction table.  There is a Transcript field that contains the VA conversation.  You'll need to filter the Assigned To to Virtual Agent.

[Mark Endsley]

Thanks! I was digging everywhere and this is exactly what I needed!

[Matthew Train]

There's also the sys_cs_conversation table which then has the sys_cs_message table which also contains the conversations, but it's not formatted easy for human consumption. 

[Chris D]

Just to add a little extra detail:

• The Transcript field is only written to the Interaction record after the chat is closed - don't be worried if you see them blank.
  (Just keep in mind as many users do not finish chats and you'll sometimes need to wait for the system to auto-close them after ~24 hrs of inactivity - this timeout is decreasing in Paris/Quebect)
• In case you ever need, you can easily report off Utterances (user input to start the conversation) using the Interaction Log (interaction_log) table.