This section updates automatically, offering greater visibility into your team’s performance. It helps ensure resolution times are met. You can quickly identify potential issues in the service model, allowing for close and proactive monitoring of customer management.
It includes options to filter by agent, group, or channel, and a configurable timer highlights overdue conversations in red. This helps reduce incidents related to long response times.
Its main uses include monitoring agent performance, detecting prolonged interactions, and analyzing team workload.
Key facts:• Information will only be displayed when there are in-progress conversations.
• Available to the following roles: Coordinator, Supervisor, Agent Supervisor, and Administrator.
• Settings: The Conversation Time limit is set in the General Settings section and can only be configured by Administrators.
Learn more in the tour below. You can view the guide with or without audio. If you prefer to follow the steps only, pause the voiceover using the button in the upper-right corner.