How to configure Chat Recording

Note: Only available for Skype for Business and federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. Microsoft Teams clients.

Note: A Corporate license or higher is required.

Introduction

With Chat Recording you can read back the chat conversations directly from the Anywhere365 Dialogue Intelligence reports or use the information for example in Machine Learning.

Option 1: Store in database

How to Configure Chat Recording

Add the following setting in the Settings list
1. EnableChatLogRecording– with value true

Option 2: Store as file

Introduction

The chat log can also be recorded in a text file.

Configure

Setting	Value	Description
UseChatRecording	true	If true, chats will be recorded

Location

The Recording will be stored at the same location as the audio recordings, Learn More

Data Format

The example chat messages below show the different directions of a chat message. Every chat message that a participant sends has the direction inbound (it is inbound to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.). The UCC then relays this message to other participants (it is outbound from the UCC). Note that it is possible for a message to be Outbound only. This means that the UCC decided to initiate this message (the sender of the message is the UCC).

Copy

Format

{
"Version": "1.0",
"DialogueId": "fd7d4827-84a7-418a-983c-362bdfe27807",
"HistoryParticipants": [
{
"Id": 0,
"ParticipantUri": "sip:ucctestuser1401@anywhere365.net",
"ParticipantDisplayName": "ucctestuser1401@anywhere365.net",
"ParticipantType": "Agent"
},
{
"Id": 1,
"ParticipantUri": "sip:ucctestuser1406@anywhere365.net",
"ParticipantDisplayName": "ucctestuser1406@anywhere365.net",
"ParticipantType": "Customer"
},
{
"Id": 2,
"ParticipantUri": "sip:plug-in@anywhere365.net",
"ParticipantDisplayName": "plug-in",
"ParticipantType": "Plugin"
}
],
"ChatHistoryMessages": [
{
"Text": "Hello World",
"MessageGuid": "54bc6352-7d48-449d-b362-787088bb03c2",
"Direction": "Inbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:54.4878826+00:00",
"Index": 0
},
{
"Text": "Hello and welcome!",
"MessageGuid": "560114c5-5a9e-4634-be77-a1a91c231bbb",
"Direction": "Inbound",
"ParticipantId": 2,
"Timestamp": "2020-01-06T10:54:54.8770679+00:00",
"Index": 1
},
{
"Text": "Hello and welcome!",
"MessageGuid": "560114c5-5a9e-4634-be77-a1a91c231bbb",
"Direction": "Outbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.0792366+00:00",
"Index": 2
},
{
"Text": "Thank you",
"MessageGuid": "d6df824a-523e-4044-b1b9-84e95a482848",
"Direction": "Inbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.1161861+00:00",
"Index": 3
},
{
"Text": "CHAT_CONVERSATION_YOU_ARE_NOW_CONNECTED_TO_AGENT",
"MessageGuid": "33732a57-634f-4271-bfd2-eeadef3586c4",
"Direction": "Outbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.5544629+00:00",
"Index": 4
},
{
"Text": "CHAT_CONVERSATION_HOW_CAN_I_HELP_YOU",
"MessageGuid": "79a1f8f2-8928-4ac5-a0f3-e141de4e17e6",
"Direction": "Outbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.5955011+00:00",
"Index": 5
},
{
"Text": "\"CHAT_CONVERSATION_HOW_CAN_I_HELP_YOU\" --> ucctestuser1406@anywhere365.net",
"MessageGuid": "a74f0472-b056-4cc0-b33c-f0e2cfb0801a",
"Direction": "Outbound",
"ParticipantId": 0,
"Timestamp": "2020-01-06T10:54:55.6045006+00:00",
"Index": 6
},
{
"Text": "ucctestuser1406@anywhere365.net: Hello World",
"MessageGuid": "de8ad2b3-57ae-4c51-abb6-58fc213311b0",
"Direction": "Outbound",
"ParticipantId": 0,
"Timestamp": "2020-01-06T10:54:55.6055001+00:00",
"Index": 7
},
{
"Text": "Hello Agent this is the Plugin",
"MessageGuid": "6d7a5cb6-d3ba-4b92-95c4-8c40577d2f9e",
"Direction": "Inbound",
"ParticipantId": 2,
"Timestamp": "2020-01-06T10:54:55.6915627+00:00",
"Index": 8
},
{
"Text": "Hello Agent this is the Plugin",
"MessageGuid": "6d7a5cb6-d3ba-4b92-95c4-8c40577d2f9e",
"Direction": "Outbound",
"ParticipantId": 0,
"Timestamp": "2020-01-06T10:54:55.727561+00:00",
"Index": 9
},
{
"Text": "Hello Customer this is the Plugin",
"MessageGuid": "88af1381-5342-471e-a203-56d5bca0dd2d",
"Direction": "Inbound",
"ParticipantId": 2,
"Timestamp": "2020-01-06T10:54:55.7600837+00:00",
"Index": 10
},
{
"Text": "Hello Customer this is the Plugin",
"MessageGuid": "88af1381-5342-471e-a203-56d5bca0dd2d",
"Direction": "Outbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.7705809+00:00",
"Index": 11
},
{
"Text": "Hello this is the Customer",
"MessageGuid": "40b36d50-25b5-4036-9b12-59ac6cb4f4df",
"Direction": "Inbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.8411906+00:00",
"Index": 12
},
{
"Text": "Hello this is the Customer",
"MessageGuid": "40b36d50-25b5-4036-9b12-59ac6cb4f4df",
"Direction": "Outbound",
"ParticipantId": 0,
"Timestamp": "2020-01-06T10:54:55.847146+00:00",
"Index": 13
},
{
"Text": "Hello this is the Agent",
"MessageGuid": "8ea07a28-4fd7-4f22-9a89-27b28ac7982d",
"Direction": "Inbound",
"ParticipantId": 0,
"Timestamp": "2020-01-06T10:54:55.8702649+00:00",
"Index": 14
},
{
"Text": "Hello this is the Agent",
"MessageGuid": "8ea07a28-4fd7-4f22-9a89-27b28ac7982d",
"Direction": "Outbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:55.888453+00:00",
"Index": 15
},
{
"Text": "CHAT_CONVERSATION_CHAT_IS_CLOSED_BY_AGENT",
"MessageGuid": "b5e51900-8ecb-4b6c-be74-911243a41387",
"Direction": "Outbound",
"ParticipantId": 1,
"Timestamp": "2020-01-06T10:54:56.0685957+00:00",
"Index": 16
}
],
"TranscriptHistoryMessages": [],
"TranslationHistoryMessages": []
}