Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
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Chat Recordings
When searching for Chat recordings, select the Chat option from the menu and you will be presented with the following screen:
The following parameters apply to all Chat categories:
- From: / To: – Enter a date range using the following format: mm/dd/yyyy. These fields are mandatory.
- Keywords – A word or phrase that may have been typed in the chat. If the Collected Info page for the chat queue treatment is turned on, any data entered by the caller can also be entered in the keywords field of the chat recordings search. Collected info includes first name, last name, phone number, email address, and inquiry.
All remaining search fields function the same way as the Voice Recordings. For a more detailed explanation of what these fields mean, please see the Voice Recordings.
You may enter a partial string for a word or number; do not use wildcards "{}". The logic used to conduct searches with multiple parameters is the Boolean AND gate. Once you have finished entering any parameters, click Search.
After clicking Search, the results of the search will be displayed for review in chronological order. The results for Chat will display: Duration, Initiator, Agent(s), External User, and Queue.
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)