Zero to Hero: Monitor chat activity

So far you're chatting with guests using at least one customized chat box. You have user accounts for all your operators, organized them by department using queues, and you've established guest self-service by building your first FAQ. But, wait! There's more!

Now that your chat service is a busy hive of activity. You'll want to monitor it.

Step 1: Login to admin dashboard or webclient.

Whoa! Hold up. Admin dashboard or webclient? What gives?

We think that being able to monitor chats is so important to your chat service that we've made it available in both the admin dashboard and the webclient.

Pro tip! LibraryH3lp supports permissions. Each user who logs in can only see chats on queues to which they are assigned as operators unless the user has special administrative privileges.

Step 2: Click the Chat History button in the admin dashboard left sidebar or webclient.

The first thing you'll probably notice is a table with lots of columns - guest, protocol, queue, etc. Collectively, we call this information chat metadata. More simply put, chat details. By default, you see today's chats.

Pro tip! Click on the chat metadata column headings to sort chats by a particular field. Click on the down arrow in the column headings to show/hide columns and filter.

When you click on a chat, the transcript will display below the grid. By default, transcript storage is turned off to protect guest privacy so be sure to turn transcript storage on if you wish to retain transcripts. Above the transcript, you'll see chat management icons (highlighted by the red box in the image below). If a chat is active, you'll be able to refresh the trancript, transfer the chat, and send a file to the guest. For all chats, you can pop the chat out into a separate tab, e-mail the transcript, tag for follow-up, or block the guest for 24 hours.

Pro tip! The right-most icon at the top is a Refresh button that you can use to check for new chats.

Pro tip! Don't see any transcripts? You can enable transcripts for a queue via the Queues page in the management dashboard.

Traveling through space and time.

Across the top of the Chat History page, there are controls that allow you to view chats by day or date range. By default, you see today's chats.

You can move forward or backward one day at a time using the arrows and date box. Or you can navigate through past chats and select date ranges using the Calendar Explorer button.

When you click the Calendar Explorer button, you'll see a monthly calendar (click the year at the top to see a yearly calendar) showing the total chats for each day. Choose a single day or date range by selecting either 'single date' or 'date range' respectively. Once you make your date selection(s), you'll be returned to the grid view so you can view the chat metadata.


Deleting/Anonymizing/Downloading chat metadata and transcripts.

Each chat in the table has a checkbox in the left-most column; there's also a 'select all' checkbox at the top of that column. Using the checkboxes and the icons at the top of the grid, you can select chats to anonymize or delete. You can also opt to just delete transcripts, but keep the metadata.

Plus you can download a CSV (comma-separated value) file of the chat metadata and transcript or a ZIP file of the chat transcripts only.

Pro tip! The CSV file imports easily into any spreadsheet program, like Excel, for custom processing.

In the next installment, we'll talk about reports.

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