Service History October 05, 2023 23:18 Updated Index: What is the purpose of service history Required permissions How service history works How to access the service history screen How to extract the transcription How to extract the list Usage recommendations Additional articles What is the purpose of service history Service history is a functionality that allows you to consult the history of services provided within a specific period of time. Through it, you can view and extract a list of generated tickets and also the content of the service according to the selected filters. An example is when a manager needs to analyze the quality of services completed with the #opportunity tag. With this functionality, it is possible to access, view, and consequently analyze the transcription of all conversations conducted in the operation that were classified by this parameter. Required permissions To access the service history settings screen, you need the following permission in the system: Helpdesk > "View" or "View and edit" How Service History Works On this screen, all closed tickets within a period of up to 90 days ago are listed. It is also possible to request a list of tickets for periods longer than 90 days, up to 1 year. Additionally, you can view and download the transcription of a conversation for a period of up to 90 days, or request complete transcriptions of tickets or specific contacts within a period of up to 5 years. Filters In the service history functionality, you will find some filters that will help you find the services you are looking for. These filters include: Contact: In this filter, you can search for the contact you want to view the interactions for. The search can be done by name, user email, or phone number. It is important that your intelligent contact flow captures one of these pieces of information, otherwise, only the random ID created when the user contacts will be displayed. Refer to this article for more information on saving contact data. Attendant: With this filter, you can select one or more attendants you want to find services for, and the search is done by the name of the attendant. Queue: You can filter one or more queues here to find services, and the search can be done by the name of the queue. Tags: In this filter, you can filter one or more tags you want to find services with, and the search can be done by the name of the tag. Ticket ID: You can filter one or more tickets here that you want to find services for, and the search should be done by the ticket number. Period: The period filter is always selected because it defines the dates within which the system will search for services. If you filter any other items in the filters above and do not find any services, check the selected date because the service you are looking for is probably in a different date. Furthermore, in the period filter, in addition to the date, you can filter by time if you want to be even more precise. Important: The period filter will always consider the date the ticket was opened. We will now go over each method of extracting service history and how you can access the information you need. How to Access the Service History Screen To access the service history feature, follow these steps: 1. Access your portal. 2. Select the company that contains your chatbot(s). 3. Next, choose the chatbot for which you want to configure. 4. Then, go to the "Service" menu. 5. From there, select the "Service History" option. How to Extract Conversation Transcription Ticket Less Than 90 Days Old To extract the conversation transcription from a ticket that was opened within the last 90 days, follow these steps: 1. Access the service history screen as mentioned in the steps above. 2. Select the ticket for which you want to view the conversation transcription using the Ticket ID filter. 3. Then, filter the period to be within the last 90 days from the current date when the ticket was opened. 4. If the filters match the ticket you are looking for, it will be displayed in the list. 5. Click on the card of the displayed ticket. 6. When you open the ticket, you will be directed to the contact screen, and on the right-hand side, you can read the transcription of the ticket. 7. To extract the transcription, click on the button with the arrow icon labeled "Download Conversation Transcription." 8. The transcription of the ticket will then be downloaded to your computer. 9. Repeat these steps to download other transcriptions individually. How to Extract Conversation Transcription Ticket Older Than 90 Days To extract the conversation transcription from a ticket opened more than 90 days ago, follow these steps: 1. Access the service history screen as mentioned in the steps above. 2. Select the ticket for which you want to view the conversation transcription using the Ticket ID filter. 3. Then, filter the period to be within the last 5 years from when the ticket was opened. 4. Since the period is more than 90 days ago, the system won't display the ticket list but will instead provide two options: "Ticket List" and "Conversation Transcription." 5. To request the transcription of the ticket, click on the "Conversation Transcription" button. 6. When you click, the system will ask you to confirm the filtered information. 7. If everything is correct, click "Send Transcription." 8. The system will then process your request, and when completed, it will send the response to your email. 9. If successful, you will receive an email with a link to download the conversation transcription. 10. If the system doesn't find the transcription, it will send you an email stating that it couldn't be found, and you should adjust the filters and request the transcription again. 11. The processing may take some time to reach your email, so we recommend requesting it in advance to have the information when needed. 12. Repeat these steps to download other transcriptions individually. How to Extract Conversation Transcription from a Contact Within the Last 90 Days To extract the conversation transcription from a contact within a period of up to 90 days ago, follow these steps: 1. Access the service history screen as mentioned in the steps above. 2. Select the contact for which you want to view the conversation transcription using the Contact filter. 3. Then, filter the period to be within the last 90 days prior to the current date. 4. If the filters match what you're looking for, all the tickets from that contact within the selected period will be displayed in the list. 5. Click on the card of the ticket for which you want to view the transcription. 6. Upon opening the ticket, you will be directed to the contact's screen, and on the right-hand side, you can read the ticket's transcription. 7. To extract the transcription, click on the button with the arrow icon that says "Download Conversation Transcription." 8. The transcription of the ticket will then be downloaded to your computer. Note that on this screen, you can view all the tickets opened by this contact within a period of up to 90 days before the current date. Therefore, you can view and download the transcription of each of them one by one. 9.Repeat these steps to download other transcriptions individually. How to Extract Conversation Transcription from a Contact Older than 90 Days To extract the conversation transcription from a contact within a period older than 90 days ago, follow these steps: 1. Access the service history screen as mentioned in the steps above. 2. Select the contact for which you want to extract the conversation transcription using the Contact filter. 3. Then, filter the period to be within the last 5 years. 4. Since the period is older than 90 days, the system won't display a ticket list; instead, it will give you two options: Ticket List and Conversation Transcription. 5. To request the transcription of the conversation, click the "Conversation Transcription" button. 6. Clicking this button will prompt the system to ask you to confirm the filtered information. 7. If everything is correct, click "Send Transcription." 8. The system will then process your request, and when it's completed, it will send the response to your email. 9. In case of success, you will receive an email with a link to download the complete conversation transcription for the selected period. 10. If the system doesn't find the transcription, you will receive an email stating that it couldn't be found, and you should adjust the filters and request the transcription again. 11. Processing may take some time to reach your email, so we recommend requesting it in advance to have the information when you need it. 12. Repeat these steps to download other transcriptions individually. How to Extract the List of Tickets Less Than 90 Days Old To extract the list of tickets opened within a period of up to 90 days ago, follow these steps: 1. Access the service history screen as mentioned in the steps above. 2. Select a period up to 90 days before the current date. 3. All tickets opened within the selected period will then be displayed on the screen. 4. To download this listing, click on the "Send by email" button in the upper right corner. 5. A dialog box will appear, where you should enter the email address to which the system should send the list of tickets. 6. After that, the system will process your request, and once it's completed, it will send the response to your email. 7. In case of success, you will receive an email with the file containing the list of tickets from the selected period. 8. If the system doesn't find any tickets within the period, you will receive an email stating that none were found, and you should adjust the filters and request the list again. 9. The processing may take some time to reach your email, so we recommend requesting it in advance to have the information when you need it. 10. Repeat these steps to download the ticket lists from other periods. How to Extract the List of Tickets More Than 90 Days Old To extract the list of tickets from a period greater than 90 days ago, follow these steps: 1. Access the service history screen as mentioned in the steps above. 2. Filter the period, up to 1 year, for which you want the ticket list. 3. Since the period is more than 90 days ago, the system will not display the ticket list but will give you two options: "Ticket List" and "Conversation Transcription." 4. To request the list of tickets, click the "Ticket List" button. 5. Clicking it will prompt the system to ask you to confirm the filtered information. 6. If everything is correct, click "Send List." 7. The system will then process your request, and when it's completed, it will send the response to your email. 8. In case of success, you will receive an email with a link to download the complete list of tickets for the selected period. 9. If the system doesn't find any tickets within the period, you will receive an email stating that none were found, and you should adjust the filters and request the list again. 10. The processing may take some time to reach your email, so we recommend requesting it in advance to have the information when you need it. 11. Repeat these steps to download the ticket lists from other periods. Usage Recommendations If you need to extract the complete transcription of a specific contact, the best way to do this is by selecting the contact in the contact filter and then selecting the initial date equal to or earlier than the contact's creation date. If you don't have this information, select an older initial period and set the end date to the current day. This way, the system will search for all conversations with that contact within the selected period and return the complete transcription of this period to you via email. 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