> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/supervisor-workspace/archived-tab.md).

# Archived Tab

Central view for archived console conversations and chat-record history.

## Purpose

Provide supervisors with a searchable archive of closed conversation records, including per-record chat counts and detailed conversation inspection.

## Who this is for

Supervisors, operations teams, and quality analysts reviewing historical interactions.

## Feature overview

* Conversation archive with filters for customer, date range, timezone, and assigned agent.
* Chat-record tracking with the number of chats associated to each archived record.
* Record-level detail view for complete conversation audit.
* Export options for archived data extraction.
* Numeric obfuscation action to permanently redact numbers in message content.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-a183428c03e24a9002422903acdf760d1908c8a2%2Farchived_chats.png?alt=media" alt="Archived tab list view"><figcaption></figcaption></figure>

## What you can inspect in detail view

When opening a specific archived conversation, the detail panel includes:

* Context information and device information (when available).
* User and agent comments captured at close time.
* Customer rating.
* Conversation tags.

## Chat record vs chat

A **Chat Record** represents one or more chats from the same end user journey until the interaction is definitively closed.

A **Chat** is a single communication period between the end customer and the system, and always belongs to a chat record.

Chat records are visible in the **Archived** section and the **Closed** tab. You can track how many chats belong to each record.

**Chat types:**

* **Attended:** Taken or transferred to an agent.
* **Unattended:** Handover was requested, but the user disconnected (voluntary or not) while waiting.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2FfRZglmJ3fzmunGnt8b3g%2Fimage.png?alt=media&amp;token=179ec541-cdf1-4774-bb58-4fd73fbe7953" alt=""><figcaption></figcaption></figure>

Hovering over the number of chats in a record shows each contained chat and its assigned agent (when attended), including unattended chats.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fe6ylPWlmfiSLagvMP4jZ%2Fimage.png?alt=media&amp;token=0f65f2c4-148d-4877-8666-dda9e68c34b1" alt=""><figcaption></figcaption></figure>

The chat list tooltip now also shows the handover sequence order and handover time for each entry, helping supervisors understand escalation flow at a glance.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-83255621e25704cbc3998e52d363f5768a71459a%2Fhandover_mini.png?alt=media" alt="Chat list tooltip showing handover order and handover time"><figcaption></figcaption></figure>

## Numeric obfuscation for sensitive data

Supervisors can obfuscate numeric values in message content from the message-level action menu in Archived and Closed conversations.

### How it works

* The action replaces every numeric character in the selected message with `*`.
* Example (English): `my account is 12345 62362` becomes `my account is ***** *****`.
* This redaction is **permanent and irreversible**.
* Use this option to handle privacy requests and reduce exposure of sensitive numeric data, such as account numbers, IDs, phone numbers, or references.

### Recommended usage

* Validate the target message before saving the redaction.
* Apply only when required by policy, for example GDPR or data minimization requests.
* Treat the redacted result as final because original numbers **cannot be restored**.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-608c4b40532e2a36abbd845cbab2915e3ac5c870%2Fobfuscation_1.png?alt=media" alt="Redact sensitive data modal showing numeric obfuscation preview"><figcaption></figcaption></figure>

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-4be353db3a0ca9b868c1da42e66ce47b8194d9fa%2Fobfuscation_2.png?alt=media" alt="Message after numeric obfuscation is applied"><figcaption></figcaption></figure>

## Expected outcome

* Archived records are traceable with full conversation context.
* Supervisors can audit closure quality and customer sentiment.
* Teams can validate metadata and routing behavior over time.

## Related pages

* [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md)
* [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index.md)
* [Settings](/syntphony-live-agent-console/supervisor-workspace/settings.md)
* [Glossary](/syntphony-live-agent-console/getting-started/glossary.md)
* [What's New](/syntphony-live-agent-console/whats-new.md)


---

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