This space displays indicators that collect and present quantitative data to evaluate the performance, progress, and success of the operation, providing key information for:
• Making informed decisions.
• Optimizing resources.
• Detecting problems.
• Ensuring the fulfillment of strategic objectives.
Roles that view the section: Coordinator, Supervisor, Agent Supervisor, Administrator.
Within the section, you will find three modules:→ Agents: This module displays connectivity panels, allowing you to view agent statuses and filter by one or more groups. Depending on your role, you may also change statuses, transfer conversations between agents or groups, or log out agents or supervisors who are connected but unavailable.
→ Active conversations: This module provides real-time access to all ongoing conversations, with automatic updates. It increases visibility into team performance, aids in monitoring resolution times, and helps identify potential issues in the service model for proactive management.
→ Waiting Conversations: This module lists conversations that have not yet been assigned to an agent. It updates whenever a user starts a conversation or is transferred to a group, and the conversation remains in the queue until an agent is available.
Click on each button in the tour to learn more about each module.