UCCX Chat Transcript / History

[Gerry O'Rourke]

Hi,

I don't see a CUIC report and after looked in the Socialminer and CCX database I was also unable to find a table containing any UCCX Chat transcripts.

I know a end user / customer can download a transcript of the chat at the end of the chat, but is there a location in the database where you can review previous customer <> Agent chat content?

If not, does anyone know if this might be available in UCCX 11 ?

Regards,

Gerry

[david_legrand]

Hello Gerry,

Have you found a solution for that, I have the same request.

David

[Deepak Rawat]

The Chat Transcripts are accessible only via the REST APIs. The chat transcripts are not stored in a SQL based DB but is stored in Cassandra which is a non-SQL database tuned towards higher performance and cannot be accessed directly as we can do with Informix. Due to this reason, direct DB dip is not possible as you can do with Informix DB. Refer to below Developer Guide and use the available APIs to extract chat transcript

https://developer.cisco.com/docs/contact-center-express/#!get-chat-transcript 

Regards

Deepak

[david_legrand]

Heelo Deepak, I made a test with API, it works like a charm. Thanks for that. David

[Gerry O'Rourke]

Deepak,

Chat transcript is a feature that every contact center requires when they use chat.

So its far from ideal that a custom solution is needed to retrieve chat transcripts.

Is it on the Cisco roadmap to have a standard out of the box report to retrieve this data?

Gerry

[Deepak Rawat]

Gerry, feel free to open a case with Cisco PDI team and get it confirmed that way since roadmap questions cannot be discussed here on CSC. Please ensure that you review the Overview document to ensure your company holds the required entitlement.

http://www.cisco.com/c/en/us/partners/tools/planning-design-implementati...

Alternatively, you can also post your query at below SM Developer Forum:

https://communities.cisco.com/community/developer/social-miner

Regards

Deepak

[ethanpurdy]

I worked with our Cisco partner and their developer created a software package that goes out on a nightly basis and downloads the previous days chats and puts them into a SQL database. They also created a web UI that our UCCX supervisor can log into and search and review the chat transcripts.  We have ran this on UCCX 12 and 12.5 without issues.  If anyone is interested in contacting that partner you can reach out to them here:

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