Start by navigating to History by:
Selecting Agent from the application switcher
Navigate to History on the navigation panel to the left
You should see a page similar to the one below:
To view all message history, click on a contact and a new window should appear displaying the contact's messages. Information about the chat will also be displayed on the left-hand side of the window.
Filter Options
Filtering to find a specific chat can be done by searching a Number, Contact, or Message or by using the available filter options. The filter options available are:
From and To Date
Queues
Direction
Tag
Status
Exclude by Message or Specific Word
Once you have entered the filter options, you can then hit search and a list of new results should appear below.
[file attachment not migrated: Invalid file id - 5fd6a666-b794-4a7c-b06b-b440356424e4]To filter by queue, simply select the queue you wish to filter to from the dropdown.
Once you have selected a queue, you can then hit search and a list of results in the queue should appear below.