901 views | Last updated on Feb 14, 2017 transcripts
If you have opted to save transcripts for a queue (transcript storage is off by default), you can download them using the Activity page in the webclient for staffing or the Chat History page in the admin dashboard.
These instructions assume you are using the Windows platform, but other operating systems will have the same sorts of tools.
After you have downloaded a zip file of transcripts, you will see that the transcripts are in a nested directory structure. The transcripts are in folders associated with guest IDs.
From there, you will likely want one of three end results. First up, you might want to do keyword searches on your transcripts. You also might want to flatten the directory structure so that all the transcript text files are in the same directory, rather than the nested structure. This lets you easily sort them by date, file size (to identify longer conversations, etc...). Finally, you might want to combine all of the transcript text files into one giant text file.
The Windows search command is very helpful.
After you unzip the files, use Windows Search to look for all files that end in *.txt. Then copy and paste the resulting files into a new directory. You can switch to the detailed file view and click the column headers to sort by date, file size, etc...
Use the DOS copy command to concatenate all of the text files into one large text file.
for %f in (*.txt) do echo %f >> %f
for %f in (*.txt) do echo. >> %f
copy *.txt combined.txt
That's all there is to it. Here is a brief screencast of how to combine files using the DOS copy command: