Skip to main content
Version: 1.4.0

Session Log

This chapter will explain: log function, list item description and how to query and view.

Assuming that your agent is already online and has real conversation with users, the indicators in the interaction data can only show the amount of conversations at a macro level.

But if you want to monitor what the user and the agent are talking about, or want to improve agent's performance by optimizing from those dialogues, you must investigate using the real conversation log.

The conversation log in the system provides a detailed chat record of the conversation between the user and the agent, which you can view and filter directly in the interface.

List item description​

Each line in the message log displays the real-time messages sent by the user and replies from the agent . The sorting is in reverse order according to the time when the message is entered into the system, and the last message is ranked first.

The list items in the message log are described as follows:

  • MessageID: the unique identification ID of the message
  • SessionID: SessionID to which the message belongs
  • User nickname: the user's nickname
  • Channel: The channel through which the message was sent
  • User message: the content of the message sent by the user to the agent
  • Agent message: the content of the message that the agent replies to the user
  • Message time: the time when the user sent the message
  • Operation: Click to view all the chat records of the user up to now (at the same time locate the message)

Filter​

Filter:

  1. Click "Filter" in the upper right corner and a filter box will appear
  2. According to the different conditions of MessageID, SessionID, user name, channel, message content (including user messages and agent replies), and message time, you can filter and find relevant message logs
  3. Click "Yes" to query the results that meet the currently selected conditions
  4. Click "Clear" to clear all current filter conditions
  5. Click "Collapse" to collapse the filter box

Check log​

You can click "Check" on the right to view all the chat records of the user up to now (locate the message at the same time)