11-07-2007 07:03 AM - edited 03-14-2019 01:30 AM
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.
01-27-2011 12:32 PM
Logs are kept on the agent PCs in: C:\Program Files\Cisco\Desktop\log\transcripts
Hope this helps,
Steve
01-27-2011 05:00 PM
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
01-29-2011 04:15 AM
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
09-25-2019 03:03 AM
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
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide