Persisting Chat Transcripts
Hi,
We are building our Customer Contact Center application with PEGA Customer Service. We have installed PEGA Chat v 8.2.1 to enable chat with endusers as a channel of work intake. We have a legal compliance requirement to persist Chat Transcripts. We are finding the chat transcripts in a pagelist ChatDevice.pyChatLog(<ChatInteractionID>).pyLogEntries. However, this information is not found to be persisted either in any PEGA CS DB tables or in any table in the PostGreSQL DB that comes along with the Chat Server installation.
Can someone please advise if there is any OOTB approach of persisting the chat transcripts.
***Edited by Moderator Marissa to update SR Details***
Pegasystems Inc.
US
Hi Arijit, Chat transcripts are absolutely persisted with the Chat interaction. During run-time, the transcripts are stored on the ChatDevice page like you mentioned, but on every 3rd message, we write out to the DB. This count is configurable as well, but default is 3. If you open a Chat Interaction in review mode, you will see a section where the transcript is shown. Also, The chat log is attached to the interaction as a text file as well. It can also be emailed to the customer at the end of the interaction by selecting the option on Wrap-up. If you open a chat interaction and don't see the transcript, something may be overriding it in your application or there may be some other config issue. But, this is a built-in feature and you don't need to do anything else.
Sun Life Financial Inc.
CA
Thanks for the reply Amit. Can you please point me to where this configuration can be done which allows chat transcripts to be stored with the work item. I am not finding it in the Pega CS Chat administration dashboard and it is also not found in any of the steps of the chat server installation.
Pegasystems Inc.
US
Hi Arijit, perhaps I wasn't clear in my previous post. You don't need to do anything to store the transcript with the interaction. It's configured to do so OOTB.
Amit
Sun Life Financial Inc.
CA
You mentioned that the default number of messages before PEGA persists the conversation is 3, and it can be changed based on configurations. I just wanted to know where is that set up done.
Pegasystems Inc.
US
Oh that config is on the Chat Server "Client Settings" area. The name of the field is "Chat transcript update interval". One other thing to note is that when the chat ends from the agent side, the transcript is updated as well, if it's not on the interval boundary.
Capgemini
US
Hi Amit,
We are seeing similar behaviour and would just like to confirm the out of box way. All the chat are in the chat device page. The chats get persisted to the interaction only on wrap up. If the agent forgets to wrap up we currently do not see the chat logs. We have set the setting to 3 but we do not see the update to the interaction. Can you please confirm?
Capgemini
US
Hi,
So on further investigation we see that in step 11 of activity AppendLogEntrySet:
Property-Set : Local.RecentsIndex
@Utilities.IndexInPageList(.pyAppInteractionID,"pyRecordID", D_CPMPortalRecents.pxResults)
returns negative -1 because it cannot find the interaction ID in the TempChanObj page. Due to which on the transition the activity is exited without saving the chat log to the interaction. A local change of saving the interaction ID on the channel services page did the trick.