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CAD - Chat Monitoring

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.

3 REPLIES
New Member

Re: CAD - Chat Monitoring

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

Hope this helps,

Steve

Re: CAD - Chat Monitoring

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

Cisco Employee

Re: CAD - Chat Monitoring

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

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