Interaction Logs Overview

Interaction Logs Overview

Interaction logs allow you to view all the interactions on a historical basis, and pull reports from the available data. Only accounts with Supervisor and Account Holder permissions can view Interaction Logs.

Logs are accessed via https://eu.engage.app/logs

Walkthrough Video

Interaction Detail

Each interaction contains chat transcripts and detail on the customer, if Data Capture Messages were used.

Filtering Results

Filtering by time allows you to report on specific time periods:

Filter to include one or many agents:

Filter by group:

When filtering by interaction type, a green tick includes the feature in the results, and a red cross excludes interactions that includes that feature.

In the example below, the filter is set to include voice and video sessions, but exclude cobrowsing sessions. Results are also filtered by agent name: