CAD - Chat Monitoring

Joe Bush · ‎11-07-2007

Is there any way to monitor an agent's "chat" function within the Cisco Agent Desktop software? We want to make sure that "chat" is being used as a business tool and nothing else. Any feedback appreciated.

Steven Crumbaugh · ‎01-27-2011

Logs are kept on the agent PCs in: C:\Program Files\Cisco\Desktop\log\transcripts

Hope this helps,

Steve

david.macias · ‎01-27-2011

Last I checked these logs are only kept for the duration of the chat. Althougth, I might be confusing CAD with CTIOS. If that's the case disregard.

david

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joesnyde · ‎01-29-2011

Hi Joe,

I tested the chat function from an agent to the supervisor. The logs are located on the PC C:\Program Files\Cisco\Desktop\log\transcripts. After I closed the agent and supervisor applications the transcript is still on the PC.

2011-01-29 07:11:39.000:From: 2104 (Agent) To: super Priority: Type: Chat-Supervisor Message: Good Morning
2011-01-29 07:12:23.859:From: super (Supervisor) To: 2104 Priority: Type: Chat-User Message: Good day

Regards,

Joe

NHSDARREN · ‎09-25-2019

Hi

That's great that they are on the agents PC but is there a way of getting these logs to the supervisor or manager?

Thanks in advance