Efficient Chat Navigation for Different User Roles Through Views
Learn how to navigate chat views efficiently across different user roles - admins, supervisors, and agents. Discover role-specific views and customization options for optimal chat management.
Efficient Chat Navigation for Different User Roles Through Views
Navigate through your chat workload efficiently with role-specific views designed to streamline operations for administrators, supervisors, and agents.
Comprehensive Chat Views for Administrators
Admins have access to several default views to categorize chats based on their characteristics, plus the flexibility to create custom shared and personal views.
View all ongoing chats that are not handled by bots, resolved, or closed. These are chats currently being managed by agents or awaiting agent attention.
Access all chats assigned to agents for management.
See all chats not managed by bots and not assigned to agents, indicating the need for agent attention.
Monitor chats currently being handled by bots.
Review chats that have been successfully resolved and closed by the bot.
Examine chats that have been closed by agents.
Custom Views
Admins have the flexibility to create custom shared views and personal views to further segment chats based on their specific operational needs through the settings > views menu.
Tailored Chat Views for Supervisors
Supervisors have access to specific views designed to streamline their team management tasks.
Access all chats assigned to the logged-in supervisor.
Review chats assigned to agents within the logged-in supervisor's team.
Monitor chats resolved by agents in the supervisor's team.
Examine chats closed by agents within the supervisor's team.
Custom Team Views
Supervisors can create custom personal views to further segment chats assigned to their team by navigating to settings > Views.
Chat Views Tailored for Agents
Agents can efficiently manage their individual chat workload with streamlined views focused on their assignments.
Access all chats assigned to the logged-in agent that are currently open and require attention.
Review chats that the logged-in agent has successfully resolved.
Agent View Management
Important Note: When agents change the status of a chat from open to pending or awaiting response, these chats will no longer appear in the "My Open Chats" view.
Agents looking to track pending or awaiting response chats can create personal views via settings > views.
Key Benefits
By utilizing these customized chat views, users in different roles can effectively manage and navigate through their chat workload with improved efficiency and clarity.
Updated 8 months ago