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Standard Agent Text on Live chat

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edited Nov 6, 2020 6:26AM in Customer Portal 2 comments

Summary

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

Content

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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