ConvyAI

Agent Desktop


Agent Desktop

The Agent Desktop is a web application used by the Agents of ConvyAI platform to handle conversations

User Guide

In any time, if this message appears, just click the button to update to the latest version.

Login

To access the ConvyAI Agent Desktop the web browsers that can be used, typing the application url into the address bar, are the following:

 

Chrome

Latest Three Versions

Edge

Latest Three Versions

Firefox

Latest Three Versions

 

login

On the login screen, the agent should enter his username and password, previously created in the "Agents" section on ConvyAI and provided by the system administrator.

If the agent forgets or loses his credentials, he needs to contact the system administrator to get new ones.

After entering the credentials, the login button is enabled and it can be clicked to access the ConvyAI Agent Desktop.

Navigation Menu

After logging in, the navigation menu is always visible on the left side, allowing the agent to move within the application or configure his settings. 

main-panel-empty

 

left-menu-conversation-area

 

This button redirects to the Conversation Area, see Conversation Area chapter to more

 

left-menu-reporting-area

 

This button redirects to the Reporting Area, see Reporting Area chapter to more

 

left-menu-agent-settings-wallboard

 

This button redirects to the Wallboard Area, see Agent settings chapter to more 

 

left-menu-agent-settings

 

This button allows to configure Agent's settings, see Agent settings chapter to more 

This button allows to configure Outbound Campaigns if the card is enabled.

 

Conversations Area

Conversations area is the main panel, where the active tasks are listed and where the agent can manage conversations with customers.

main-panel-empty

At login, the system automatically sets the agent status to Not Ready, so since there are no active tasks, the list is empty.

conversation-area-empty

When a customer asks to talk to an agent, the system dispatch the new task to the first available agent.
Depending on the settings configured on ConvyAI, acceptance of the task can be automatic, or the agent has to accept or decline taking over the conversation.
If the conversation assignment is handled manually, the agent has a set amount of time to take or not the task.
 

conversation-area-allert

The alert shows the conversation id and its priority.
It can be accepted by clicking the green confirmation button or rejected by clicking the red deny button. 

 

If the agent does not accept/ or reply to the task, it is reassigned and sent to another available agent.
By agreeing to handle a conversation, the agent adds it to the list of his current tasks, visible in the conversation area.

conversation-area-task-accepted

The conversation area is divided into four sections, from top and left to right:
the system bar, the list of current tasks, the chat section, the customer's details.

System Bar

The system bar is the first element of the main panel, it offers a quick overview of the status of active tasks.

system-bar

It's composed of several elements:

system-bar-logo-time

Timetable

Next to the ConvyAi logo, you can see the system time.
You can click on the timetable to change its format.

Possible formats are:

  • hours:minutes AM/PM
  • hours:minutes:seconds AM/PM
  • day, month, year
  • month (extended), day, year

system-bar-priority

Priority Badge

The number of tasks that can be handled simultaneously by an agent depends on the settings configured on ConvyAi, in the Profiles section.

The button with the chat icon shows the number of tasks currently active and assigned to the agent.

To see them divided by priority, click on the button to expand it.

system-bar-priority-2

Each priority level is marked with a different color.
The priority levels are:

  • Low priority (green)
  •   Medium priority (orange)
  • High priority (red)

system-bar-favorite

Star Badge

It shows the number of conversations that the agent has designated as relevant. 
(see Chat Section - Top menu filters)

system-bar-allert

Alert Badge

It indicates the number of conversations that are closed while waiting to compile the contact result. 
(see Chat Section - Resolve button)

system-bar-hide-customer-info

Show/Hide
Customer Info

This button allows you to hide the customer info section, enlarging instead the conversation area, in case you need more space for writing.

List of Active Tasks

This section groups all active tasks that are assigned to the agent.

Depending on the queue settings, an agent can receive tasks from the chat interface and / or from emails.

 

system-bar-star-conversation-task

Active Task 

Each task is composed of an icon, to immediately identify the channel it comes from and shows the time it was accepted.
It also shows a preview of the last message that was received or sent.

On the right, the star icon, which if yellow identifies it as a highlighted conversation, and a badge of the color of the task priority.

Type of Active Tasks

Live chat task

 

Receiving this kind of task means that the customer is using the chat interface to contact customer service.

Customer and agent must both be present in order to communicate directly via synchronous messages.

Each of these tasks has a unique identifier (id), shown to the right of the icon.

Email task

 

This type of task indicates that the customer is contacting customer service with an email.

Unlike real-time conversation, email is asynchronous communication and is less sensitive to the response time between communicating parties.

Each of these tasks is identified by the name or the email of the sender.

 

Filters

active-task-text
Text Filter

It allows to apply a text filter to the list to search a specify task.

Click on the button to pop out a search bar, then enter the text you want to search for and click on the search button to filter the active tasks.

active-task-search

 

active-task-star
Highlighted conversations

 

By clicking on the button with the star, the highlighted conversations are shown first.
active-task-priority-or-channel
Sort By

 

By default, tasks are sorted by priority, but they can also be sorted by channel.
It is not possible to apply these two filters at the same time.
active-task-filter
Priority Filter

    
This select appears based on the selection of the filter by priority or channel.

Depending on what you select, tasks can be filtered by low, medium or high priority, or by the channel they come from, such as chat, whatsapp, telegram etc.

Chat Section

In the Chat Section the agent can manage the communication with the customer on the selected conversation (current task). 

chat-section-chat-area

Top Menu Tools 

chat-section-topMenu

The top menu provides quick access to the functions that are available for the currently displayed chat, identified by its id.

chat-section-id

Task Priorities and Id

In the left, it is visible the priority and the id of the task

chat-section-call

 Call Button

If Enabled by Convy Admin, Agent can be abilitaded to recive or perform Audio/Video Call.

(See Audio/Video Features)

chat-section-star

Star Button

To facilitate task management, the agent can highlight a conversation by clicking on the star button.

If highlighted, the conversation is counted as such in the system bar

chat-section-star-badge

(see System Bar - Star Badge)

It's also colored yellow the star related to the conversation in the list of active tasks

system-bar-star-conversation-task

(see List of Active task- Active list filters)

chat-section-dispose

Transfer Button

To allow customers to always receive the highest quality help, the chat can be transferred to another queue, bot or to an agent indicated as "preferred" by the system administrator.

To send the task, the agent should click on the transfer button and select the chosen option from the window that opens.
In the top bar, the options can be searched by text or filtered.

chat-section-transfer

chat-section-pak

 Park Button

Can happen that some task need more information or time to be managed, so agent can temporally left them asaide.

The Park Button will as described by the name, Pause/Park the conversation that are no longer available in Task list.

Parked Conversation are not closed and they can be reopen again laiter trought Report Area.

chat-section-resolve

Resolve Button

To end the conversation, the agent can click on the resolve button and confirm the action in the window box that opens. 

chat-section-resolve-task

If Contact Result is set as mandatory in the queue configuration on ConvyAi, a panel appears on the right side. 

The Agent can still read the current chat, however is not allowed to do anything except enter information and notes about the customer that the system administrator has asked to write down.

chat-section-contact-result

(see Current Customer's Details - Contact Result)

If Contact result is set as mandatory in the queue configuration on ConvyAi, a panel appears on the right side and this status is showed in the System Bar, adding +1 to the Alert badge

chat-section-alert

(see System Bar - Alert Badge)

The Agent can still read the current chat, however they are not allowed to do anything except enter information and notes about the customer that the system administrator has asked them to write in the Contact result panel.

chat-section-dispose

Once the information and notes are saved, the Dispose button, appearing in the place of the Resolve button, is active and if clicked it dismiss the task from the list.

(Warning note: the task even with contact result mandatory is tecnically already closed, and if Agent Refresh the Agent Desktop app, the track of the task is no longer available. to save a contact result again the agent need to go in report section and find that task on the User history conversation section by himself.)

Messages Area

Real-time Task

Service Level Agreement (SLA)
In the message area, at the top of all content, if configured on ConvyAI, there is also the SLA (service level agreement).
The SLA progress bar helps the agent monitor the response time to the customer.
The progress bar is just a graphic component, it's reset when a new message is received and the agent can reply to the customer even if the time has expired.
The average response time is then reported in the Reporting Area (see Reporting Area -Grafico Bacato)

chat-section-sla
Progress bar advancement

Previous Messages
This area is the history of messages sent and received by the customer, before the conversation was assigned to the agent.
Through the previous messages, the agent can gather information and understand what the customer's needs are, without repeating the same questions.
The area is visually separated from the current messages exchanged between agent and customer and it can be expanded or minimized by using the eye icon on the right.

chat-section-minimized-history
Minimized Previous Messages

Current Messages

chat-section

Message exchange

Below the previous messages section, there is the one of the messages currently exchanged between the customer and the agent.
The messages are placed in bubbles, on the left and in light-blue for the customer, on the right and in green those of the agent.
Below each bubble is the time the message was sent.

Text editors and tools

At the bottom of the chat section there is text input and some tools such as shortcodes, emoticons and the ability to insert attachments that can serve the agent to communicate with the customer.

chat-section-inputArea

 

Files & Emoticons 

The browse file icon allows the agent to share different types of documents with the customer.

The agent can use emoticons inside conversation, it's enough to click the icon and choose the smile

chat-section-shortcodes

Shortcodes 

Shortcodes are predefinited block of text that can be configured inside ConvyAI and used by agents. It can be also used by typing "/" in the text area. Shortcodes can be searched by using the specific search area text.

Private Notes 

An agent can decide to write private notes, invisible to customers, to comment or add details to the conversation.
A private note will be visible to anyone who accesses the reporting section.

To write a private note, it's necessary clicking on the button, writing the note and sending the message.

The note appears below the agent messages, marked by a padlock icon and a different background color.

 

Private notes - Mentions

Agents can now mention any message within private notes, enhancing communication clarity to prevent misunderstandings. This feature is also available to supervisors during private note input and suggestions. 

Private notes - Accept a suggestion

Additionally, if the supervisor's response directly addresses a customer request, it can be approved and, if necessary, additional information can be added by editing it before sending it.

chat-section-text-area

Text area and
Send button

Here the agent can enter the response text for the customer, there is no minimum or maximum number of characters. 
To send the message, the agent must click on the send button on the right.

Copy to Clipboard

If enabled in the permission set, the agent can copy to clipboard all the messages in the current conversation, attachments links included. It's worth noting that each document will be scanned by our anti-malware service to prevent any unpleasant issues with viruses.

 

Audio, Video and Screen Sharing Features 

In addition to the Chat feature, depending on the queue settings, the agent can initiate or receive a video call during a support session and talk directly to the customer to quickly resolve issues.
If necessary, however, the chat is still active and can be used to write messages or send files / images even during the call.

 

Initiate a call

chat-section-call

Clicking on the button, a call request is immediately sent to the customer who can choose to accept or reject it.
Rejection interrupts the incoming call but does not affect the session itself.
Accepting the call immediately launches only the audio conferencing ( video features can be enabled manually) and it's allowed a two-way exchange of voice.
An agent cannot have multiple calls simultaneously with customers. 

chat-section-calling-customer
Calling a customer

Accept the call request

If the customer initiates a call, the agent is alerted by a sound and can choose to accept or reject the call by clicking the buttons ( green to accept, red to reject the call)

accept a call
Customer is calling agent

If the agent receives a call from a customer he is not currently answering, the minimized management panel appears

Minimized call management panel
Minimized call management panel

 

After the call has been established, the agent can manage the different functions using the video-call management panel, that appears on top of Message Area

 

Panel Management

Lock/Unlock Call Video Panel

 

The video call panel can ben changed after being unlocked it or it can be lock on the top of the chat message area.

Minimize Call Video Panel

 

The video call panel can also be pinned to the top right and displayed in minimized mode.
In this case the accessible functionalities are reduced.

Minimized panel
It is possible to restore the expanded mode by clicking the expand button
Call duration

 

How long the call has been initilized

 

 

Call - Video - Screen Sharing Management

 

Move to Conversation

By clicking on this button it is possible to move from any page of the agent panel to the customer task with which the call was established

Fullscreen

 

Enabling full screen, the video call panel occupies the entire computer screen
Enable/Disable Audio

 

Enable or disable audio
Enable/Disable Video

 

Enable or disable videocam
Enable/Disable Screen Sharing

 

The agent can choose to enable and / or disable sharing of his own screen 

Hang up call

 

 
By clicking the hang up button, the Agent ends the call.
This does not affect the management of the task, which remains active.

Start Recording
By clicking this button, the Agent can record the audio/video call.

Change Device

By clicking this button, you can choose which device use for speaker, video and microphone.

These options on the panel modify the behavior of the agent tools, but do not affect those of the customer.
The agent will not be able to change the client's microphone, turn off his video camera etc.

 

At the bottom of the conversation management panel, you can find information about the people within the conversation and see for example whether they have enabled audio or not.

 

At the bottom of the screen, if either customer video or customer screensharing is active, there are also two more icons.

 

Take Screenshot 

By clicking this button, the agent can take screenshot of the customer's video or screensharing during a video call.

Picture in Picture

By clicking this button, the agent can move the customer's video to a separate popup window.

Email Task

To read the content of the email, just click on the activity to expand the thread.

This is an email type task, distinguishable, unlike real-time tasks, by the envelope icon in the top left and the three reply options buttons.

subject
Email Object

 

The title of the email subject chosen by the customer

The agent can reply to the email by clicking on one of the three buttons present:

Reply

Reply to one contact

Reply All

 Reply to all the contacts

Forward

Forward the email 

After choosing one of the options, the email reply interface appears:

 

Agent can use   button for dragging the top limit of the interface, and expand or collapse the box where write the reply.

CC or BCC buttons make possible to include more recipients.

As in common messaging services, CC is a stand for Carbon Copy, while the BCC field stands for Blind Carbon Copy.

To include a contact, write it in the chosen field and press enter.

 

More button

 

By clicking the More button, the agent can see the content of the message he is replying to

The response can be customized by the agent using the toolbar below, which includes the ability to format the text.

To format the text it's necessary to select it and then click one of the following options:

By clicking on the first selection box it can selected the font of the text, by default Sans Serif.

The other selection box is for the text size, that it can be set small, normal, large or huge.

 

To highlight important concepts within a response and make it more readable, words can be  enphatized and make them bold, italics, underlined or colored.

The last icon to align text to left, right, center or justify it.

 

These options are used to create ordered or bulletted lists.

The attachment options allow to add a link or image


By clicking one of the icons next to the send button, it is possible to insert shortcodes, emoticons or an attachment in the text. We recommend always using the 'add attachment' function for documents, files, images... and not using copy/paste or dragging files onto the email, since this option is not fully supported by all email clients. It's worth noting that each document will be scanned by our anti-malware service to prevent any unpleasant issues with viruses.

Send button

 

When the reply is ready, it can be sent by clicking on the send button

Discard draft

 

To close the email editor and discard the draft, click on the trash can button. It is not possible to recover what was previously written.

 

 

Current Customer's Details

In this table we can find all the information about the customer divided in four tabs: Customer Info, Contact Result, Customer History and Media repository.


Customer Info

It shows all data related to the customer, such as its location, and the channel used to communicate with the agent.

current-customer-info

Contact Result

The "Contact Result" is useful for the agent to save the outcome of the conversation with the customer by selecting a category (up to three levels of depth are possible). A free text field is also available.

current-customer-contact-result

Surveys

Before archiving a completed conversation, agents have to fill in a survey, if enabled and configured on the administration panel. Surveys can be proposed for monitoring how the contact center is managing customers in order to provide the best possible customer experience.

Questions can have three type of answers:

  • Single 
  • Multiple 
  • Free text

 

Customer History

All the previous customer conversations can be retrieved in this section. Optionally, the agent can find a specific conversation by applying a filter by date.

current-customer-customer-history

Media Repository 

The repository of all the files shared during the conversation by the customer like images, documents, PDF files, recordings, screenshots etc…

It's worth noting that each document will be scanned by our anti-malware service to prevent any unpleasant issues with viruses.

 

Reporting Area

 

Reporting area have different levels of access, depending on the agent permission set.

Here we can have a look at all the managed and live tasks in a particular range of time.

Depending on your access levels, you can have access to particulars features such as real time monitoring, take over a live conversation.

On the top there is the control menu with search by time range, show only live conversations toggle, Filter data, Advanced Search and the show/hide columns buttons

 

Search by time range

The search engine give 3 fast options range, today, last 7 days and Last 30 Days. You can also customize your search with the Custom option where the range can be set freely, with the limit of 3 months.

The time range refers to when the task was taken over.

reporting-area-data

       

reporting-area-data-custom

 

Show Only Live Conversations

It can be toggled to filter only live conversations, Agents can only see conversations that they handled, Super Agents and Supervisor can see all conversations with their queues.

reporting-area-live

 

Filter Data

Here you can filter results either by Channel, StatusPriority, Queues and Agent or search a specific conversation with a dialog ID.
 

 

Advanced Search

In this section, an agent can create a more sophisticated filter in order to search conversations with specific handover parameters.

Show/hide Table Columns

customizable options for displaying table columns

reporting-area-showhide

 

 

 

 

 

Report Detail

The report table has 2 Views, the report table and the task detail.

In the main view, each row show, grouped by day, the basic information about the conversation:

  • Channel (chat, WhatsApp, Telegram, ...)
  • Status (live, managed, queued, bot)
  • Priority
  • SLA timer
  • Queue
  • Transfer detail
  • Profile of the agent
  • Customer ID
  • Agent username / Bot name
  • Handover
  • Last activity
  • Duration
  • Last message
  • Action Buttons

Actions Menu has a number of function that depends on your permission set:

  • Pickup/Resume
  • Real-time Reading
  • Resume Parked Task
  • Open Detail

 

 Pickup button

if you are a SuperAgent or a SuperVisor, this button allows taking control over a live conversation or a parked one. The task will be removed from the agent and given to the SuperAgent or SuperVisor that want to take charge of it. When an agent pick up a conversation, his status will be ignored: this means that even in a NOT READY status, an agent can pick up a conversation.

Resume button

this button allows taking control over a conversation you parked earlier.

Real time reading button

 This button will open the chat panel and show a more detailed view of the conversation content. If further messages are exchanged between the agent and the customer, you'll see these updates in real time. If enabled, you can also write a private note to the agent.

 

Open Detail button

 This button will open the Detail view on the selected Task (also if a task is live, and we open a detail view the conversation updates will be displayed  in real time)

In the task detail page, you can see the complete chat history, the customer handover parameters, the geolocation if available, the contact results, the agent surveys and the customer history and all the media file shared.

If enabled in the permission set, you can also find the copy to clipboard button, which allows to copy all the conversation to clipboard, attachments' link included.

 

Wallboard

On this section, user can access some widgets that, depending on their types, will show some useful data as conversations handled, conversation by channels, priority and so on.

Depending on the user permissions set, some widgets' data, or feature can be hidden or being unavailable.
A very basic wallboard permission (ViewWallboard) will give access to only 4 default widgets by now: Contact Handled, Contacts by Channel, Contacts by Priority and Average Response Time.

 

 

By enabling Edit Wallboard permission on the agent's configuration of the ConvyAdmin, menuwallboard Edit Menu will be available at the right bottom corner of the page.

menu01Wallboard

menuwallboard02

The Edit menu gives the possibility to remove or add a widget on the wallboard. By default, the remove button removewidgets is not available on widgets control menu area, neither.

 

Widgets menu area

The widget controls are displayed on the right side of every widget, and they can be different depends on permission or widget feature itself. But the most common options are Graphic, Table, Resize, Remove and the info button.

The info button shows a short description about what actually the widget can do. 

The Graphic and Table buttons allows to change the widget's view

If the Access Profile Content permission is enabled for the user account, the show mine option can be shown in some widgets, giving the possibility to that user to see either his personal data or data for all the agents that have queues in common.

 

Wallboards menu area

The wallboard control are where user can control general options and filters.

 

Enable/Disable the three columns view 

This button allows to enable or disable the three columns view. 

Filters 

On this menu all widgets result can be filtered by Queues, by default result are filtered for all visible queues.

wallboardfilters

wallboardfiltersList

 

Move or Swap

wallboardswap By enabling this flag, a user can choose the drag and drop behavior: with the move option, a widget can be moved before or after another, otherwise widgets exchange their position.

 

draganddrop

 

refreshall

 

Widgets data are reloaded every minute whenever a timer expires. Pressing the Refresh All button, the widgets' data are manually reloaded.

Widgets

The widgets that can be displayed in the section are described below in detail.

Each widget can be shown in the form of a table with the appropriate button.
 

 

Average Response Time

This Widget shows the average response times about all contacts handled by the agent for the current day, results display the total and by channels as chat, social (WhatsApp, Telegram, Facebook Messenger etc…) and email.

 

 

Contacts by Channels 

This widget shows the contacts handled, split by channels, for the current day.

 

 

Contacts by Priority

With this widget, users are able to see, for the current day, the amount of contacts grouped by their priority.

As shown in the below screenshot, the widget's center represent the whole amount of contacts handled during the day. Instead, the outer ring of the widget shows the percentage of how many tasks have been handled for each priority level, compared to the total number of handled tasks.

 

There are three kinds of priority levels available: Normal, High and Critical. Note that if a priority level is not shown, it indicates that there have been no contacts with that priority.

 

Contacts Handled

In this widget, for each hour, you can see, for the current day, the amount of handled tasks. Based on the permission of your account,  you will be able to see your own handled tasks or all the tasks handled by all the agents associated to your profile.

 

Agent Capacity

This widget shows the current agent capacity in percentage and gives the possibility to filter by agents by clicking on the filter icon in the contextual menu.

 

By having the mouse over an agent gauge, a popup with more data will be shown. This popup displays how many tasks are managed by that agent, their channel distribution between chat or email, and the agent's last activity.

 

The widget has 2 display views that can be swapped by pressing the contextual icon  on the widget control menu.

This other view is a pagination of agents cards where to perform some extra actions like filtering by agent status, sorting by username, or a generally searching.

 

Agent Status

The Agent Status widget represents the contact center agents' status. 

The outer ring gives focus on queues, while the inner pie chart actually shows the amount of agents skilled for the queue in question, split by their current status.

Depending on how many queues the account you log in has visibility on, the widget visualization will be more or less complex.

The following visualization represents a situation of an agent with visibility on three different queues, shared by four profiles (including the agent's current). One of the total four profiles of the contact center is associated to a queue on which the current agent has no visibility on, and each profile has two agents skilled on it. So, the configuration on the ConvyAdmin looks like the following: 

  • Profile1: associated to Queue1, Queue2, Queue3, Queue4;
  • Profile2: associated to Queue2;
  • Profile3: associated to Queue2, Queue3, Queue4;
  • Profile4: associated to Queue2, Queue3, Queue4. 

The agent is logged in with the Profile3 and giving the shared queues, can see a total of 8 agents, but only referring to his three queues. 

 

 

In the snapshot took of this widget, the inner pie chart is giving an idea of how many agents are logged in (6 out of 8), with a glimpse on the one agent that closed the Agent Desktop within the last 30 seconds.

Focusing with the mouse on a specific queue will make pop out the details of that queue, while the always shown percentage allows knowing how many of the total queue agents are logged in, regardless of their status. 

In the table form there is also the "Ready with capacity" parameter. It shows how many operators are in "READY" status and can also take in charge tasks

 

Average Time of First Response

The AVG time first response widget name stands for Average Time of the First agent Response. The widget actually shows an aggregation for every queue of the average time in which the agents of that queue answered for the very first time to the customer on each conversation landed they handled.

 

 

The average shown is calculated in seconds, and it's the result of the sum of the time took by each agent of a queue to send the first message to the customer divided by the totality of conversations handled on the queue in question.

Assuming the agent logged in with an account associated to a profile skilled on more than a single queue, the visualization will look like the image above, otherwise the widget will show just one giant bar.

In any case, the visibility on queues depends on the queues themselves configured for the agent profile. 

 

Calls Overview

This widget shows you how many audio/video calls are active at that moment. Furthermore, you will be able to see for each queue belonging to your profile the average call time for that day.

 

Conversation Overview

This widget shows an overview of the current status of all task for the monitored queues.

In the first row, there is a split view of the agents assigned task by queue.

The second row, shows the same tasks, separated by channel.

 

Conversation Status By Channel

This widget shows the number of active conversations for each channel, separated between the current ones assigned to agents and the other still in queue.

If the Preferred Agent feature is enabled, the widget also shows the number of conversations that are waiting in the agents' personal queues.

This widget is useful to understand the workload based on the inbound channels. If the number of queued conversations is high, it may indicate that it is necessary to assign more agents to queues capable of handling incoming conversations from a specific channel. Vice versa, if the number of queued conversations is low, it could mean that the workload is well distributed on each queue, or even that there are more agents than are really needed to handle the incoming conversations.

 

Conversation Status By Queue

This widget shows the number of active conversations for each queue, divided between the current ones assigned to agents and the other still in queue.

As for the Conversation Status by channel, if the Preferred Agent feature is enabled, the widget also shows the number of conversations that are waiting in the agents' personal queues.

This widget helps to get an idea of the workload on the contact center queues' agents. If the number of queued conversations is high, it may indicate that it is necessary to skill more agents on that queue capable of handling incoming conversations. Vice versa, if the number of queued conversations is low, it could mean that the workload is well distributed on each queue, or even that there are more agents than are really needed to handle the incoming conversations.

 

Percentage of SLA expired

This SLA related widget shows the percentage of task with the SLA (Service level agreement) response time expired, split by queue.

This chart shows how fast the agents are answering the customer's questions and problems. Ideally a percentage of 0% is the best result and a percentage near 100% indicates that the number of agents on the problematic queue is probably not enough to manage that volume of customers.

There is a dedicated widget for each type of channel, because every type of channel has different SLA configurations between chat, social and email.

 

Queues Overload

This widget shows the queue length in relation to the number of task available.

For instance, in the below screenshot, the overload is 67% because the number of task is 3: 2 queued and 1 active on an agent. So the queued task are the 67% of the total inbound tasks.

With the value expressed in this chart, a supervisor can manage the number of agents that should be logged in a particular queue in order to avoid long queue time for the customers.

 

Conversations Monitoring

This widget shows an overview about conversations management, related to the current day. The "Speed of Answer" KPI refers to the average time waited by a user before receiving the first response from an agent (waiting queue time plus first response time). There is also the "Longest queueing time" that reports the maximum time a task is waiting in the queue.

 

Current Day Work Statistics

From top to bottom, we can view graphs about:

  • Number of task accepted, divided by hours
  • Total task accepted, divided by priority
  • Total task accepted, divided by channels
  • Average response time

 

In the first chart, we can find the number of accepted task in a day, divided by 60 minutes.

Contacts Handled 

 

Then we find the charts "Contacts by priority" and "Contacts by channel", which show the number of tasks accepted in a day, grouped respectively by priority and by channel.

Contacts by priority

 

Contacts by channel

 

The next chart shows the average time between when customers send a message and the time when agents respond to it.
The KPI considered are First response, that is the time elapsed since the message and the agent's first response, and the overall average response times of chat, social and e-mail tasks.

Average response time
Expand or Collpase Icon

 

On the right top of each chart, there is this icon to expand or collapse the widget

Agent Profile Settings

Bottom left is possible to view the info about the logged user, and you can switch the status of the agent ("ready" or "not ready"), the theme ( light or dark ), the language (English and Italian supported) and the volume of the alert notification sound, that is set 50% by initial default.

Finally, it is recommended to use the "Logout" button instead of closing the windows at the end of the working day.

 

Near the username, there is a key, that is the button for changing the password. It will be enough to insert the old and the new password, save, and the password will be changed