Introduction
End-users on Electric's Core Package interact with the Service Desk regularly via chat. We understand visibility into those conversations is valuable and have configured Turbine to help surface insights including conversation context, duration, Electric's average response time, and Customer Satisfaction Score.
Steps to View Chat Transcripts
Sign in to your Turbine account.
In the side navigation, click Reporting > Requests Data.
This will bring you to the Requests Data dashboard. Scroll through the dashboard to the widget for the category that relates to your area of interest (e.g. Closed Requests).
Scroll through the widget to find the conversation you are looking for. When you find it, click on the link in the Request ID column.
*At this time, email transcripts are not available in Turbine. If the conversation occurred via email, the transcript will not be linked.
The chat transcript will open in a new tab, completing the process.
What do Chat Transcripts look like?
What do Chat Transcripts look like?
