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Efficient Chat Navigation for Different User Roles Through Views

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Section 1: Admins

Comprehensive Chat Views for Administrators

Admins have access to several default views to categorize chats based on their characteristics:

1.1 Active Chats

  • Description: 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.

1.2 All Assigned Chats

  • Description: Access all chats assigned to agents for management.

1.3 All Unassigned Chats

  • Description: See all chats not managed by bots and not assigned to agents, indicating the need for agent attention.

1.4 Bot Chats

  • Description: Monitor chats currently being handled by bots.

1.5 Closed by Bot

  • Description: Review chats that have been successfully resolved and closed by the bot.

1.6 Closed by Agent

  • Description: Examine chats that have been closed by agents.

Note: 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.

Section 2: Supervisors

Tailored Chat Views for Supervisors

Supervisors have access to specific views designed to streamline their tasks:

2.1 My Chats

  • Description: Access all chats assigned to the logged-in supervisor.

2.2 Assigned (to my Team)

  • Description: Review chats assigned to agents within the logged-in supervisor's team.

2.3 Resolved (by my Team)

  • Description: Monitor chats resolved by agents in the supervisor's team.

2.4 Closed (by my Team)

  • Description: Examine chats closed by agents within the supervisor's team.

Note: Supervisors can create custom personal views to further segment chats assigned to their team by navigating to settings > Views.

Section 3: Agents

Chat Views Tailored for Agents

Agents can efficiently manage their chats with the following views:

3.1 My Open Chats

  • Description: Access all chats assigned to the logged-in agent that are currently open and require attention.

3.2 My Resolved Chats

  • Description: Review chats that the logged-in agent has successfully resolved.

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.

By utilizing these customized chat views, users in different roles can effectively manage and navigate through their chat workload.

Updated 8 months ago