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Agent sessions | In this detail, records are created after the user, who is an agent, logs into the system and sets a certain status in the agent communication panel. The columns: “Start session time”, “Due session time”, “Agent Status”, “Duration, min” are filled in. 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 to the client within the specified period of time in the “Time for changing agent (minutes)” field. The columns “Created on” and “Chat” are filled in. |
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