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Filter chat history

Filtering chat history helps agent to manage and review categorized chats quickly.

history-filter

Chat history can be filter by:

Time

You can filter chats in a specific date range. However the range is limited based on your subscription plan:

  • Free package: 7 days
  • Basic package: 3 months
  • Advanced package: 6 months

Agent

Filter chats handled by specific agents. From that managers can review each agent’s perfomance, hence improve the overall customer support quality.

Department

If you divide chat requests to different departments to handle, then this feature will help you evaluate each department’s status.

Rating

Rating measures how much did visitors satisfy with an agent.

Visitor type

All visitors are divided into 4 types:

  • New visitors
  • Returning visitors
  • Had a regular chat
  • Left offline messages

Tag

Filter chats by specific tags you added before.

filter-chat-tag

Read more about tagging.