TAB (Live) Menu
By pressing the Tab key, you can easily see the number of your active conversations. You can also learn how many conversations each agent has. This feature is quite useful for tracking agents' workload.
If you want to watch all conversations simultaneously, you can observe all ongoing conversations instantly by clicking the "Watch All Live" option. This option helps you track how chats are progressing in real-time.
Chat Menu Items:
- Refresh
- Status of Chats in System
- Number of Chats on Agent and Filtering Agent's Chats
- Chat Status and Chat Access Shortcut
- Status of Chats on Agent
- Watch All Chats Live
1-) Refresh
Since the data in the menu is not real-time, you can refresh the page by clicking this button or pressing the "R" button to see the most current status in the system. This feature allows you to instantly update new incoming messages or changing chat statuses.
2-) Status of Chats in System
This section shows the general status of all active chats in the system. Numerical data related to status is listed as follows:
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Total Customers: Total number of customers in the system.
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Total Responded: Number of chats that have been responded to.
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Awaiting Response: Number of chats where the customer is waiting for a response.
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Total Agents in Chat: Total number of active agents.
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Offline Agent Count: Number of agents who have set themselves to offline mode in the system.
Thanks to these indicators, the general status of the entire system can be quickly understood and intervention can be made when necessary.
3-) Number of Chats on Agent and Filtering Agent's Chats
This section displays the number of active chats on each agent. Chats assigned to each agent are shown numerically here. Additionally, you can filter chats assigned to that agent by clicking on the relevant agent's profile picture and watch only specific agent chats.
4-) Chat Status and Chat Access Shortcut
The status of each chat is shown in this section. Chat status is marked with labels such as "pending", "active", "awaiting response". This way, the status of chats on the agent and what stage they are in can be easily tracked. For quick access to the chat, the chat shortcut is also located in the number immediately to the left of the chat.
5-) Status of Chats on Agent
This section shows the status of active chats managed by each agent. You can track how many chats each agent has and what stage these chats are in. This is quite useful for observing workload on an agent basis.
6-) Live Watch All Chats
It offers a feature where all chats on the agent can be watched live. This section can be used to track all chats assigned to the agent live. Live chat monitoring is ideal for quickly responding to instant customer requests and ensuring coordination between agents.