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Step by Step Instructions
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Go to your
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system
CloudCX installation domain, and log in with the admin account.
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From the left navigation menu, go to Omni Widget
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> History > Missed & Refused.
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In the Missed & Refused page, you will see a list
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（3）To view the detailed chat transcript, you can choose a certain record and click the Details icon.
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（4）Filter/locate a specific chat transcript by doing the following:
Select the date type and select the Queue, Agent, their corresponding drop-down list. Or,
Enter specific keywords of the chat content in the Keywords search bar. Keywords can be visitor name.
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visitor of missed and refused, and you can do the following:
Click to select the time range you want to view the missed & refused visitors.
Click to select the action type, or select a widget you want to view the widget’s missed & refused visitors, or you can input a visitor name to search the visitor’s missed & refused messages.
Select a missed or refused visitor and click Details icon to view the detailed transcript.
Select a missed or refused visitor and click Delete icon to delete the transcript.
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Select a missed or refused visitor and click Details icon to enter the details page. In the details page, you can do the following:
View all the details of the chat transcript.
Click Send Transcript button to send the chat transcript to the email.
Click Attach to an Existing Ticket button to attach the chat transcript to a ticket.
Click New Ticket button to create a new ticket for the chat transcript.
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Click Send Transcript button to enter the drawer, you can do the following:
(Optional) Edit the subject.
Input the receiver email address.
Check the box to select the visitor’s details to attach to the email.
Click Send.
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Click Attach to an Existing Ticket button to open the pop-up window, you can do the following:
Input the existing ticket number you want to attach.
Click Attach To button.
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The missed or refused message attached to the ticket successfully.
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Click New Ticket button to enter the drawer, you can do the following:
(Optional) Edit the subject.
Select the assigned chat queue, agent.
Select the priority for the ticket.
(Optional) Add a tag for the ticket.
Click Save.
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The new ticket created successfully with the missed or refused message.
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