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Standard Agent Text on Live chat

Received Response
edited Jun 7, 2022 1:21PM in General Technical Discussions 2 comments


To determine when and how frequently agents are using specific Standard Text options in live chat.


When creating report for this, I am facing difficulty to sort out the standard text in live chat. Even if the Source of the incident is web console live chat, the transaction table shows it as incidents. But it should be point to live chat as it is a live chat incident. What will be the reason for this?

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