How to export web chat transcripts?
We would like to export the chat transcript of web chat. GCS advised us the transcript is in the pyChatLogEntries property. However, when we open the BLOB of PegaCA-Work-Interaction class, we can only see the pxobjclass value is PegaCA-Work-Interaction-VA-WCB and we are not able to find he pyChatLogEntries property. May I know how to extract the chat transcripts of all interactions? Thank you.
Pegasystems Inc.
US
@SamW0799 There are two parts to a web chat conversation. There's the part where an end user is only conversing with the automated Chatbot. That conversation is stored under the class PegaCA-Work-Interaction-VA-WCB. For those BLOBs, the history is stored in pyHistory pagelist of class Embed-Channel-ConversationHistory. There should be two pages under there for pyInboundMessage and pyOutboundMessage.
Once the end user escalates to talk to an agent, the agent's side of the interaction is the PegaCA-Work-Interaction-Chat object. The BLOB there has the pyChatLogEntries pagelist that contains only the portion of the conversation that's between the end user and the agent. The pyHistory in the PegaCA-Work-Interaction-VA-WCB will contain both the end user - Chatbot AND end user - agent conversations.
Cathay Pacific Airways Ltd
HK
@Amit_Patel When we try to run the following database query:
select * from pegadata.pca_work where pxobjclass = 'PegaCA-Work-Interaction-Chat'
There are no records. But in the PegaCA-Work-Interaction instances, we are able to view the transcripts by clicking View Transcript". Could you advise how to access the BLOBs?
Pegasystems Inc.
US
@SamW0799 I'm not sure why the report is not returning anything. As a test, I updated the OOTB CPMInteractionHistory report def by adding the .pxObjClass into the list of columns to get and .pxObjClass as a filter and it worked.
The content of the review harness are generic for the Interaction object. There's a section there that holds the "view transcript" button with a visible when condition. That's why you see the transcript button when it's a Chat interaction.
Cathay Pacific Airways Ltd
HK
@Amit_Patel Thanks for your reply. We also tried to run the OOTB CPMInteractionHistory report def. Although the CPMInteractionHistory report def is in PegaCA-Work-Interaction class, the records displayed in the report def are in another class {Work pool class}-Interaction. And it seems that our {Work pool class}-Interaction class does not have the pyChatLogEntries property. Do you have any idea on that?
Pegasystems Inc.
US
@SamW0799 That property is in PegaCA-Work-Interaction-Chat class. It won't be there at the Interaction classgroup level. You need to update the report to filter by the pxObjClass = {Work pool class}-Interaction-Chat. As long as that is inheriting from PegaCA-Work-Interaction-Chat, that property should be there. Otherwise, you can file an INC and GCS can help you sort it out.
Cathay Pacific Airways Ltd
HK
@Amit_Patel OK, we would try that. Thanks for the advice!