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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

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

  1. Sign in to the application.

  2. Select Search in the nav bar. The Search tab opens in the application tab panel.

  3. Type a phrase in the search box, and then select the search icon. The results appears as a list.

  4. 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.

Configure relevance search for chat transcript