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Don't forget to add the channels that this agent will process on the Channels detail |
Agent’s card
After you have added an agent, you can go to agent’s card, where the Channels and Sessions tabs will be displayed.
On the Channels tab there is a "Channels" detail, which contains a list of all channels that are associated with this agent. Also, using ➕ next to the “Channels” detail, you can add already existing channels, but which are not yet linked to this agent.
The Sessions tab displays two details:
Agent sessions | A new record is created in this detail with the following filled columns: “Start session time”, “Due session time”, “Agent Status”, “Duration, min” when a user, who is an agent, logs into the system and sets a certain status in the agent communication panel. The “Status "do not disturb" reason“ column is filled in only when the Do Not Disturb status changes in the old version of the communication panel. |
Chats transferred due to no agent response | In this detail, records are created after the chat was transferred to another agent (the “Transfer chats without agent answer” setting) if the current agent did not respond. The columns “Created on” and “Chat” are filled in. |