Genesys DX (formerly Bold360)

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  • 1.  FAQ: Is there a way to search previous chat transcripts?

    GENESYS
    Posted 10-25-2021 14:10
    Hey Genesys DX Community,

    Is there a way for me to search previous chat transcripts?

    Thanks!
    Rebecca

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    Rebecca Roberts
    Genesys - Employees
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  • 2.  RE: FAQ: Is there a way to search previous chat transcripts?

    GENESYS
    Posted 10-25-2021 15:47
    Edited by Anthony Romero 10-27-2021 20:47
    You can search chat transcripts inside the Agent Workspace. In the upper left, near active chats, there is a search function.


    Clicking this will provide a keyword search through past chat sessions. You can refine the search by narrowing it down via certain date ranges, conversation types (chat, email, etc), agent assigned and department.

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    Anthony Romero
    Genesys - Employees
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