Search for transcripts
Note
The feature availability information is as follows.
Dynamics 365 Contact Center—embedded | Dynamics 365 Contact Center—standalone | Dynamics 365 Customer Service |
---|---|---|
No | Yes | Yes |
As an agent, you communicate with customers to resolve issues. All those conversations are stored as transcripts in the application. When you want to find any details from the transcripts, you can search for them.
Search details in transcripts
Sign in to the application.
Select Search in the nav bar. The Search tab opens in the application tab panel.
Type a phrase in the search box, and then select the search icon. The results appears as a list.
Select a result. The Conversation Form opens in the application tab panel.
You can now view the details in the Transcript section.
Note
Users with the System Administrator role can access conversations that are handled by other agents.