When reviewing digital interactions between users and our support agents, the current presentation format poses a significant challenge. The transcript lacks clarity and structure, making it extremely difficult to follow the conversation thread.

To ensure transparency and efficient troubleshooting, it's critical that chats are displayed in a clean, user-friendly format. Specifically, each message should clearly include:

Username

Timestamp

Message content

The current layout is neither intuitive nor practical for support review. Even with the 'pretty print' browser option, the output remains cumbersome and largely ineffective.

Improving this format would greatly enhance readability, reduce miscommunication, and streamline both user and internal follow-up processes.

This is an example of the digital chat:
{
"participantId": "p-v-146cd5fbcee341c7a4c7fa4c8abed6f6-1750078029686-19778c7857d2d",
"timestamp": "1750078052977",
"message": " Sure, I can help you with that. May I please have your account number."
},
{
"participantId": "p-v-146cd5fbcee341c7a4c7fa4c8abed6f6-1750078029686-19778c77f7619",
"timestamp": "1750078056670",
"message": " Yes. And at *****."
},
{
"participantId": "p-v-146cd5fbcee341c7a4c7fa4c8abed6f6-1750078029686-19778c7857d2d",
"timestamp": "1750078062456",
"message": " Thank you. And"
},
{
"participantId": "p-v-146cd5fbcee341c7a4c7fa4c8abed6f6-1750078029686-19778c7857d2d",
"timestamp": "1750078064560",
"message": " you said and f as in Frank,"
},