You can use the Engagement Portal to view, search, and sort conversations and their transcripts. As a supervisor, this can help you track agent performance and see if anything needs to be improved.
To open the Engagement History, first open the Engagement Portal. Go to the Agent Workspace and then the All Conversations tab.
Here you can view your organizations conversations, including those still in progress. The history available here goes back up to 13 months after a conversation is closed.
You can be sort and filter conversations by any column heading. Searching by a keyword found in the transcript is possible as well.
You can click on the visitor name to open a conversation and view the transcript, including any bot activity.