Daisee's Chat feature offers valuable insights into your text-based conversations, enabling you to evaluate and improve your interactions. With detailed assessments, it provides essential insights that will allow you to enrich and optimise the quality of your chat experiences.
In this article, you'll learn about:
How to Access Chat
Once Chat feature is enabled, you will find a new Switch to Chat menu item that will appear on the left sidebar.
To access Chat, select the Switch to Chat option on the left sidebar.
Similarly, when in Chat View, users can navigate back to calls by selecting to Switch to Voice on the left sidebar.
Viewing All Chats
Upon switching to Chat, users will automatically be taken to the All Chats table. This screen can otherwise be navigated to by selecting Chats under the Analytics section of the left sidebar.
On this screen, you will be able to view a table of all of your chats, with the following information for each:
Date and time
Date/time at which the chat conversation started
Chat ID
The unique identifier assigned to each chat conversation inherited from the telephony platform
Agent
The name of the agent/s than handled the chat interaction
Duration
The length of time in which the chat session lasted. It measures the duration between the first person joining the chat and the last message sent in the chat.
Selecting Date Range
You will have the ability to select a date range or time period when viewing your table of chat conversations. To select either of these options, click on the date box in the top right corner.
Specify a date range by selecting start and end dates from the calendar.
Or alternatively, select from a range of common time periods (such as the past week, the past fortnight, etc.).
Sorting Chats
When viewing your All Chats table, you have the ability to sort these chats by either date or duration in the ascending or descending order of their values.
To sort chats, click on the arrow next to the column header that you wish to sort by. Click the arrow again to alternate between ascending/descending order.
Filtering Chats
The filtering feature allows you to narrow down the chats that are displayed based on certain conditions.
To access the filtering options for your chats, click the filter button in the top right corner.
You'll then be provided with the filters that can be applied to your chats.
For chat conversations, you currently have the ability to filter based on Agent. This means you can narrow down conversations based on which agent/s handled those chats.
Select the filters you wish to apply, by checking the relevant boxes from the dropdown menu provided.
Once you have selected all your filters, click Apply, you will then be shown only the chats matching the conditions selected.
Viewing a Specific Chat
You can also view a specific chat conversation, by selecting View in the last column of your Chats table.
You will then be taken to the Chat Viewer, where you can view a range of information related to your selected chat (such as transcripts, conversation history, etc).
Conversation History
In situations where a conversation has continued over multiple chats, these other chats will be accessible under in the top section of your Chat Viewer.
These chats will be listed in chronological order (from earliest to latest), and key information for each chat will be displayed (email of handling agent, chat QA score, chat date/time).
Simply click on the chat widgets under this section in order to navigate between related chats.
Chat Transcript
Under the Transcript section, you will be able to view all messages within the chat interaction.
You will be able to view both sides of the conversation - the agent's and the customer's.
The agent's messages will be displayed on the left side.
Any chat bot messages will also be displayed on the left side (a bot icon will be shown next to these messages).
The customer's messages will be displayed on the right side.
Each message in a chat conversation will also be time-stamped.
Search Transcript
Use the search bar in this section to search for words/phrases within the chat transcript. Clicking the arrow buttons will allow you to jump through each of the search results.
Agent Summary
Under the Agent Summary tab, you will be able to view a range of details relating to the agent/s that handled the chat, including.
Agent name
The name of the agent/s responsible for handling the chat session.
Time of joining chat
The time when an agent joined the chat session.
Time of leaving chat
The time in which an agent exited the chat session.
Message count
This represents the total number of messages sent by the agent during the chat session. This message count does not include customer messages or chat bot messages.
Handle time
The total duration in which an agent the agent is engaged in a chat session.
Chat Scorecard
To view the Scorecard for your selected chat, select the Scorecard tab in your Chat Viewer.
Understanding your Chat Scorecards
Daisee will score every chat interaction against your Scorecard to derive a QA score. The Scorecard allows you to clearly identify specific parts of an interaction that either passed or failed against the scoring criteria.
Scorecard Criteria
These are the questions that daisee will score your conversations against. This criteria can be tailored to fit your needs and expectations for your chats. Each of these questions will fall under a category of either Communication, Compliance, or Conduct.
Question Result
Clearly see which Scorecard questions passed or failed during your chat interaction. A green circle indicates a positive response for the criteria, whereas a red circle indicates a negative response.
Scorecard Evidence
You have the option to view instances of evidence for the Scorecard questions. For example, for a Scorecard question requiring agents to use proper introductory language, you have the ability to jump to specific parts of a chat interaction in which this introductory language was used by the agent.
To view instances of Scorecard evidence, start by navigating to the View column in your Scorecard. Here you can switch on the Evidence View for your selected Scorecard questions.
Once you have selected to view evidence for a Scorecard question, you'll be provided with links to instances of this evidence.
Simply click on a link in order to jump to that evidence in your chat transcript. Over in your chat transcript you'll find this selected Scorecard evidence highlighted.
QA Scores
The QA Scores section provides a comprehensive look into how an agent has performed during a chat interaction. This scoring system provides an overall QA score, in addition to a breakdown of an agent's performance in key categories (including Communication, Compliance, and Conduct), allowing you to evaluate and address specific aspects of your chat interactions.
Chat Insights
Users will also have access to a range of chat insights. To navigate the Insights dashboard, select Chat under the Insights section on the left sidebar.
This dashboard allows users understand the overall usage and volume of chat conversations, as well as chat trends over time.
Filtering Chat Insights
At the top of your Essence dashboard, you will find the Controls section. This section contains various filters that you can adjust to refine your chat insights.
