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Currently available only in Classic UI. Expected in Freedom UI around February June 2024. |
Full-screen agent’s workplace
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To open the full-screen agent’s workplace:
Go to the Beesender workplace
Open the Beesender chats section
Click the element
on the top area to open the full-screen agent’s workplace.
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This button will be displayed in the section only if the current system user is an agent. |
Analytics metrics within the agent's workspace
 | In the upper part of the panel, statistics are displayed: 1 – Dropdown list with сurrent status and time under the status – Indicates the time elapsed since setting the current status. 2 – Total time –The total number of hours passed since the start of the agent session.
3 – Closed (Chats closed) –The number of chats closed by the agent. Some details of filling out the Closed and Chats closed fields:1. If another agent re-opens a closed chat in which the first agent was previously communicating, then sends new messages and closes this chat, the value of closed chats for the first agent becomes -1 and for the second agent it becomes +1 (for correct display you need to reload the page with the communication panel of the first agent).2. If an agent transfers his chat to a second agent, who continues the dialogue in this chat and then closes it, then the value of closed chats becomes +1 for the second agent.3. If the chat is closed due to the fact that the client does not respond (if the ‘Close chats without messages’ setting is enabled and a value is set for it 'Time for closing chat after last message (minutes)'), then the agent to whom this chat was distributed has the value of closed chats set to +1.4 – Missed (Chats missed) –The number of chats transferred to another agent using the 'Transfer chats without agent answer' setting. To make the Missed (Chats missed) value +1 for the current agent, you need to enable the ‘Transfer chats without agent answer’ setting and specify a value for it in 'Time for changing agent (minutes)'. And after that, if the agent does not respond to the client in the chat within the time set in the setting, the chat will automatically be transferred to another free agent and the value of the Missed and Chats missed fields will become +1 for the current agent. | ||||
5 – On hold –The number of chats that the agent has paused using the Chat Actions menu. 6 – Active chats – The number of currently open chats on the current agent. 7 – Name or nickname (if it filled in the agent card) of the current agent. 8 –Expand/hide agent communication panel button. A circular diagram displays how much time the agent has been: 9 – online, 10 – offline, 11 – paused. Statistics inside circular diagram: 12 – Total time during which the agent was online. 13 – The current status of the agent is shown along with the duration of time the agent has been in that status. 14 – First Online shows the time from which a new agent session began.
15 – Buttons for switching the online and offline status of the current agent 16 –At the very bottom of the agent's workspace, there are two links:
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This section walks you through the basics of using the agent panel.
  | 1 –Bind chat client to contact card 2 – Link to the current chat card 3 – Chat actions 5 – Message status 6 – Reason of the transfer chat to current agent ( you can view it in the message separator by clicking on the arrow 7 – Pre-clipboard for files 7 8 – Input field expansion 8 9 – Send message button9 – Current open chat 10 – New unopened chat 11 – Chat put on hold 12 – Current open chat 13 – Knowledge base 13 14 – Attaching files 14 15 – Templates 15 16 – Emoji |
Types of message separators in chat
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