Where can I find completed live chat forms?

Question

We are auditing our live chats and note that customers input their personal details as part of a form before speaking with an agent. I need to check the data inputted on the form against our database, but I can't find where this information is stored. Any ideas?

Answer

Hi Shannon,

Thank you for contributing to the 8x8 Community.

The chats will be visible within Agent Workspace > Monitoring > Playback
When you search a chat interaction, the pre-chat form will show at the top.

This will also be the same for Supervisor Workspace.

Please let us know if you need more help.

Open Forum