✓ It allows you to immediately identify the status of each team member, how many conversations they can handle, which groups they are included in, and how long they have maintained a specific status.
✓ It also provides direct action tools, such as changing statuses, transferring conversations, or closing sessions, which facilitate the operational management of the service.
In this way, the report helps optimize the distribution of conversations, ensure continuity of service, and improve the efficiency of the team as a whole.
Roles that view the section: Coordinator, Supervisor, Agent Supervisor, and Administrator.
Learn about the section in the tour below. You can follow the guide in visual and audio format or pause the voice-over when you need to, using the button located in the upper right corner of the tour.