Topic

How to generate and download Incident Chat reports.

Description

Incidents that have Live Chat enabled will show reporting once the Incident has been closed. Two different types of reports can be generated: PDF and CSV. Both of these reports are available to generate in the Incident Details screen.

Click the PDF report to download a transcript of the chat and/or click the CSV report to download detailed metadata for the chat.

To generate and download the reports, follow the steps below:

1. Log in to the Manager Portal and select the appropriate Organization from the upper right-hand corner.

2. Hover over the Incidents tab from the top menu bar and navigate to the Open / History from the drop-down menu.

3. Select the Closed option next to Viewing: and click the name of the Incident.

4. Whilst in the Incident Details screen, two hyperlinks will appear for the Incident Chat reports:

   • Generate chat report (CSV)

   • Generate chat report (PDF)

5. Click each report type to start generating the reports in the background. This may take a while, depending on how much chatting has taken place in that Incident's chat.

6. The links to the reports will change to say Download once the files are ready for download.

Troubleshooting

If you encounter issues downloading the chat transcript report, such as receiving a 'Save error' pop-up when trying to save the PDF version (which may be needed for auditing purposes), you can try the following workaround:

1. Recreate the chat session in the Everbridge Mobile app.

2. Generate and download the report from the Everbridge Mobile app.

This alternative method may resolve the issue and allow you to obtain the necessary report for your records.