Extraction of Chat Transcript for analysis
In Pega Customer service built on Constellation, where do we get the chat extraction happened between customer and CSR agent. Also is there any ootb rules which we can use to extract the transcript? if not how to achieve this.
Accenture
IN
@FranklinMarkley, your thought on this?
Pegasystems Inc.
US
@Samii Hey Samii, in the infinity Constellation applications using the Common Data Model, the conversation entrys can be found in the 'Data-Conversation-Entry' class. Here all of the different entry types are stored, and the 'text' entry type will contain the chat texts. If you open up a text entry and then look on the clipboard thread of the entry instance, you will see User Page for "RH_1". On the clipboard you will see a property for 'pyEntryText' which contains the message payload which can be extracted.
Accenture
IN
@FranklinMarkley Thank Franklin for your inputs, but I am not able to find out the activity even after searching it from activity instances. We are on Infinity-23.1.2 version.