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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Original Message:
Sent: 10-25-2021 14:09
From: Rebecca Roberts
Subject: FAQ: Is there a way to search previous chat transcripts?
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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