ECE 12.5 Chat Transcript Extraction by Supervisor

[Vitthal Thutte]

We have ECE 12.5 collocated deployment.

Is there any way to send/receive ECE chat transcript over mail for supervisor?

[david.macias]

Not out of the box. You'll have to orchestrate this externally to get the transcript, find the agent, find the agent's supervisor, get their email address, then send it to them.

david

[Vitthal Thutte]

Hi Devid,

There is option to send Chat transcript to customer "Email the chat transcript to the customer". I am looking similar option to send transcript to supervisor.

Is there any way to configure the email ID of supervisor instead of customer to send transcript?

[david.macias]

Hmm, here's one way to do it which might be somewhat low tech. Modify the UI to inject the supervisor's email address when the chat is initiated. Then force the "email to customer" logic to kick in. Honestly, I don't think this is any less work that the process I detailed in my first post. There's nothing out of the box that does this, you'll have to create some customization somewhere.

david