How to configure Chat Recording
Note Corporate license or higher.
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
-
EnableChatLogRecording– with value true
-
See Chatlog
You can see the chatlog in the Specific Chat report in the Dialogue Intelligence, Learn More
Option 2: Store as file
Note Available in Core 8.0 or higher.
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). 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).
{
"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": []
}
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