V20 chat logs are nearly empty

[chrismeece]

Since updating to V20 our chat log reports hardly show any of our chats. As the system admin I ran a report for an entire month and I had only 18 messages showing for our entire team. Is there something I need to go enable?

 

[Charles_3CX]

Regarding your question, chats must be set to Dealt with for them to appear in the chat report; open chats are not reported.

 

[chrismeece]

These are internal chats. Maybe I am calling it the wrong thing.

 

[Charles_3CX]

Which user role are you logged in to the admin console with, and if not the system owner, are they a member of the same department as the users for whom you want to see the report?

 

[chrismeece]

I am talking about internal chats. Maybe I am calling it the wrong name.

 

[Charles_3CX]

Yes, this is relevant for the internal chats,

Which user role are you logged in to the admin console with, and if not the system owner, are they a member of the same department as the users for whom you want to see the report?

 

[chrismeece]

System owner.

 

[Charles_3CX]

I would then suggest you check the chat logs section under the dashboard.



See how many chat logs are showing, if there are too few then they couof been purged.



Or then check if you have auto clean enabled.

 

[chrismeece]

It shows 20,829 chats.


Auto clean is not enabled, in fact it is greyed out and can't be clicked.

 

[Charles_3CX]

Please note that the chat log is set to show only chats from today by default, and the chat log shows only chats from when they were initiated the first time, which may have been a while ago; so here, change the filter to search chats for say 'This year' and choose channel 'Internal' and press 'Search,' then you will see chats that where initiated between internal extension in the last year, from there find the chat log between the extensions you would like to see the conversation for and press the message icon on the right of the log to reveal the enter conversation between the extensions.