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Viewing a missed chat transcript

A Missed Chat occurs when a patron starts a new chat from an online widget, but the patron ends the chat before an operator answers.

Note: both Regular and Admin users can view any chat transcript in the system.


Viewing missed chat transcripts

To get started, go to LibChat > Missed Chat. 

Filtering your missed chats

Use the filters at the top of the page to narrow the missed chats you want to view the transcripts for.

Missed chat filters

  1. Email/Phone: use this field to filter by the email address or phone number that was input by the patron in the Contact Info field.
  2. Transcript Text: use this field to filter by keywords in the transcript of a chat.
  3. Department: use this field to filter missed chats to a specific department that is monitoring any chat widget(s). Select "View All" to include missed chats from any department.
  4. Owner: not directly applicable for missed chats as no chat operators can claim a missed chat -- any claimed/answered chats will be logged in the Transcripts.
    • Note: missed chats for chat widgets being monitored by an individual operator will have an owner and can be filtered to with this field.
  5. Tag: use this field to filter to specific tags that have been assigned to missed chats.
  6. Rating: not applicable for missed chats as no ratings can be given for chats that never started.
  7. Widget: use this filed to filter missed chats to a specific widget that is receiving chats. Select "View All" to include missed chats from any widget.
  8. Asked from and To:  use these date fields to filter missed chats by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date.
  9. To apply your filters, click the Filter button.
  10. To reset all fields to default, click the Clear Filter link.

Viewing a missed chat's transcript

  1. After filtering, you will be able to view the missed chat's transcript by clicking on the View Transcript () icon in the Actions column.

Viewing a missed chat transcript, part 1

  1. On the View Transcript modal, you can view the transcript of the chat along with specific details about the user and how they submitted the chat. Details include:
    • Name: the name that was input by the user.
    • Contact: the email address or phone number that was input by the user if they were prompted to complete the Contact Info field when the started the chat.
    • Visitor's Address: the IP address of the user.
    • Browser: the browser used by the user.
    • Operating System : the OS used by the user.
    • User Agent: any details about the user agent -- like browser type.  
    • Launched from: the URL of the page that the chat was started on.
    • via Widget: the chat widget that was used to start the chat.
    • Department: the department monitoring the widget, or the department that was selected by the user if multiple departments were available for selection via the widget.
    • Answerer: not applicable for missed chats.
    • Started Chatting: the time that the chat was initiated.
    • Wait Time: the amount of time the user waited before they ended the chat.
    • Client Rating: not applicable for missed chats.​
    • Client Comment: not applicable for missed chats.​
    • Initial Question: the text of the question/initial message that was submitted by the user.
  2. If you want to add tags to the missed chat, choose them from the Select Tags to Add dropdown and click the Add Tags button.
    • Adding tags can be helpful to quickly sort/filter missed chats to look for trends in why certain chats are missed. Tags are also included in the Client/Staff statistics report.
  3. Click the Open in New Page to View/Edit/Print button, if you would like to edit or print the transcript.
  4. Use the View Previous Transcript and View Next Transcript buttons to quickly jump between transcripts.

Viewing a missed chat transcript, part 2

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