Realtime monitor enables you to track the latest customers’ conversations from the last 24 hours and filter these conversations. Supervisors can use this feature to check daily updates or monitor workgroups, agents and interactions.
In this article, we will show you how to use the Realtime Monitor.
On the left menu of your workspace, click Supervisor Hub > Realtime Monitor.
Overview
- All Interactions: Number of all Conversation on Workspace.
- On IVR: Number of call on IVR.
- With Bot: Number of conversation handling with bot.
- Queued: Number of conversations in queue waiting for an available agent to assign them to.
- Pending: The number of pending conversations that were assigned to agents or assigned to groups needs an agent to take it and send the first response.
- Active: The number of conversations is handling now by the agent.
Workgroups Tab
- Group Name
- Number of online & all agents on a given group.
- Number of active conversations on a given group.
- Number of pending conversations on a given group.
- Number of conversations handling now with bot on a given group.
- Longest waiting durations of conversations on a given group.
- Longest handling durations of conversations on a given group.
- can Mange the group member like update agent role, priority, and readiness or can add new members.
Members Tab
- Members Name and his status
- Duration of last current status.
- Number of Assigned Group that agent assigned on it
- Number of active conversations on a given Member.
- Number of pending conversations on a given Member.
- Longest waiting durations of conversations on a given Member.
- Longest handling durations of conversations on a given Member.
Interactions Tab
- Customer Name
- Channel that the conversation came from.
- group that the conversation assigned to it.
- Agent that handle the conversation now.
- Status of the conversation like With bot, Pending, and Active
- Conversation Start Time, Indicates when the customer initiated the interaction, marking the first touchpoint.
- Last Activity, Shows the timestamp of the most recent message in the interaction.
- check button to navigate the supervisor to investigation mode
