How to configure Chat Recording

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

1. Add the following setting in the Settings list

   1. 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

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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.). 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": "sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.: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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