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Beginner

How to access Chat transcript -- UCCX 11.5 with SM 11.5

Hi,

Does anyone know how to access chat transcript with UCCX 11.5 and SM 11.5?

Regards,

Mukesh

1 ACCEPTED SOLUTION

Accepted Solutions
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Cisco Employee

Re: How to access Chat transcript -- UCCX 11.5 with SM 11.5

Hi Mukesh,

Can you please elaborate how you are expecting to access chat transcripts?

Here is what is possible in SocialMiner 11.5:

  • As an administrator, you can access chat transcripts via the Search page in SocialMiner 11.5 Administration UI. Use this page to execute powerful and flexible searches that enable you to get the exact chat transcript you are looking for. The transcripts can be viewed right inside this page, and you can copy the transcript content as well. For more information, refer to the Search section under Chapter 2 of SocialMiner User Guide, Release 11.5.

  • There are REST APIs available using which you can build custom search apps/functionality for specific chat contacts (Search API) and access transcripts. Authorization for these APIs is via SocialMiner application administrator credentials. For more information, refer to the GET (Search) API section under Chapter 27 of SocialMiner Developer Guide, Release 11.5

  • Further, there is a sample Bulk Chat Transcript Downloader utility which has been created and available in DevNet (https://developer.cisco.com/fileMedia/download/6ac1fce1-4a3a-4fa3-a22f-e91de859a7af). This is a small python utility which can be used to download all chat transcripts from a SocialMiner server in text format. There is a detailed README that explains how to run this tool. The code is small, and can be used to understand the REST APIs (mentioned above) and can also be extended to suit your needs.

Hope this answers your question.

Thanks,

Nagendra U M

View solution in original post

4 REPLIES 4
Highlighted
Cisco Employee

Re: How to access Chat transcript -- UCCX 11.5 with SM 11.5

Hi Mukesh,

Can you please elaborate how you are expecting to access chat transcripts?

Here is what is possible in SocialMiner 11.5:

  • As an administrator, you can access chat transcripts via the Search page in SocialMiner 11.5 Administration UI. Use this page to execute powerful and flexible searches that enable you to get the exact chat transcript you are looking for. The transcripts can be viewed right inside this page, and you can copy the transcript content as well. For more information, refer to the Search section under Chapter 2 of SocialMiner User Guide, Release 11.5.

  • There are REST APIs available using which you can build custom search apps/functionality for specific chat contacts (Search API) and access transcripts. Authorization for these APIs is via SocialMiner application administrator credentials. For more information, refer to the GET (Search) API section under Chapter 27 of SocialMiner Developer Guide, Release 11.5

  • Further, there is a sample Bulk Chat Transcript Downloader utility which has been created and available in DevNet (https://developer.cisco.com/fileMedia/download/6ac1fce1-4a3a-4fa3-a22f-e91de859a7af). This is a small python utility which can be used to download all chat transcripts from a SocialMiner server in text format. There is a detailed README that explains how to run this tool. The code is small, and can be used to understand the REST APIs (mentioned above) and can also be extended to suit your needs.

Hope this answers your question.

Thanks,

Nagendra U M

View solution in original post

Highlighted
Rising star

Re: How to access Chat transcript -- UCCX 11.5 with SM 11.5

The link you posted doesn't seem to be accessible.  It throws an error as shown below:

 

can't download tool....can't download tool....

Highlighted
Cisco Employee

Re: How to access Chat transcript -- UCCX 11.5 with SM 11.5

The SocialMiner downloads have moved to github. The Bulk Chat Transcript Downloader can be found here: https://github.com/CiscoDevNet/socialminer-sample-code/tree/master/bulk-transcript-downloader

Highlighted
Enthusiast

Re: How to access Chat transcript -- UCCX 11.5 with SM 11.5

Hello,
The REST API available for specific chat contacts (Search API) needs a parameter: social contact ID.
In our case, we need to get the transcript of an incoming chat right after it is done with an agent to automatically open a ticket with our ticketing system. I need to know here how the social contact ID is created: Is it created automatically after a call or chat, or should I create it myself before? And if it is the second case, how the information will be collected to create this social contact.
Thank you for helping!