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How to: Read chat transcripts

Chat transcripts (also known as chat logs) are a powerful tool which, if analyzed correctly, can help your chat agents be more efficient. This in turn provides a better visitor experience, which is why we do what we do! From an agent’s perspective, they can be helpful as a point of reference for previous chats with a visitor, and that’s just the start.

In this article you will find out more about chat transcripts and how you can get the most out of them.

Locating the chat transcripts

The transcripts can be found in your admin dashboard. You will need to click on logs, on the left hand side of the page.

You will find a list of all conversations between your agents and your visitors for this particular widget.

The type shows whether the chat was offline or online. Clicking the blue text will bring you to the transcript in full detail. You can also see some additional information about the chat, which comes in handy if you have a long list of chats, and you’re trying to locate one specifically.

The chat transcript in a nutshell

Here is an example of a standard chat transcript, as it would appear in your logs.

Find it daunting? Don’t worry… carry on reading to find out more about the individual parts of the chat transcript.

1. Visitor Details

Requester Email: This is the email address which is currently tied to the visitor’s account. If no email is available, this is shown as unknown@example.com. You can request this information on a live chat at any stage and this field will be amended once an email is provided.

Problem description: If you have Prechat forms enabled, this will show the visitors query. If Prechat isn’t enabled, this will be the visitors first message to your agent, as shown in the example above.

Website Address: The main domain of the website the visitor used to chat to your agent.

Entry Page: The specific page of your website that the visitor first arrived on. This is useful for finding out which pages are bringing in the most traffic. There might be something missing from this page that you could make clearer, so that future visitors don’t have to take up your agents valuable time.

Coming From: This field shows the site that the visitor was on prior to entering your website. This will normally be a search engine, for example. This is also useful for finding out how your visitors find your website. If you regularly get referrals from a particular site, maybe discuss a partnership with them?

This isn’t shown in the example above as the visitor in this example didn’t come from another website, and must have went directly to our website (i.e. by typing it in to the search bar or via bookmarks).

2. User Environment

Browser: The internet browser the visitor used to engage with your agent, and the version he is running. For example, Chrome (58.0.3029.81) would of course mean he used that specific update of Google Chrome.

Platform: The operating system (OS) that the visitor used, and the version they have. For example, Apple OS X 10.11.3.

User Agent: The programs and the webkits that the visitor is currently using. This is helpful when assisting a visitor with a tech question, as it gives you a clearer idea of his setup.

Languages: This section details the various languages built in to the visitor’s browser. In this example, he has set up Google Chrome for both US and UK English.

Plugins: Browser plugins that the visitor has installed, e.g. Adobe Flash Reader. This is useful as sometimes plugins can affect the usability of the chat portal.

Variables: This is most useful when integrating with other CRMs or Helpdesks. Variables allow you to take information from a chat and easily feed it in to a third party program. For more information click here.

3. User History

Site Visits: This shows the number of individual occasions a visitor came to your site. Switching pages on your site doesn’t count as an extra visit, so this gives you an accurate idea of how interested a potential client may be.

Communications: This is the number of times a visitor has started a chat with your agents.

Last contacts: Clicking on these links will bring you to previous chats between your agents and the visitor. This is useful if the visitor is referencing a chat they had a week prior, for example, so that you don’t have to ask him the same questions again.

4. User Location Information

User IP Address: The IP address attached to the computer which the visitor used to chat with your agent.

User Geo. Location: Fairly self explanatory; this is the visitors rough geographical location.

5. Chat Transcript

This is the main body of the chat log. Here, you can see the full conversation that was had between your agent and the visitor.

You can see what pages he is navigating to while during the chat, if the widget has system messages activated in chat transcripts.

6. End of Chat

Conversation Closed by: You can easily see which party closed the chat.

Date & Time: Specifies the time zone and the exact time the chat happened.

Conclusion

The chat transcripts are an invaluable way of assessing your visitors needs, as well as areas where your agents may need improvement. To find out more, read the below articles on our help portal.

How to view chat transcripts

How to: Know who ended the chat


Published May 10, 2017