After installing and configuring Beesender, an agent workplace will appear for users who are added as agents.
The agent’s workplace is available in two versions:
Agent’s workplace in the Communication panel – Agent's workspace integrated into the communication panel, which can be easily minimized and allows simultaneous work with both chats and system sections.
Full-screen agent’s workplace – Full-screen agent workspace, designed for agents primarily focused on chat interactions and not utilizing other sections, offering enhanced convenience.
The functionality of both versions of the agent's workspace is entirely identical.
Agent’s workplace in the Communication panel (Classic UI)
To open the agent’s workplace in communication panel:
Click the element
on the right area.
Currently available only in Classic UI. Expected in Freedom UI around February 2024.
Full-screen agent’s workplace
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.
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.
Agent session – period of agent work after 6 hours offline and until the next 6 hour offline period.
3 – Closed – The number of chats closed by the agent.
Logic for calculating the Closed chats:
The Closed field is filled with the number of closed chats by the current agent. If another agent re-opens a closed chat in which the first agent was previously communicating, then sends new messages there and closes this chat, then 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)
4 – Missed – The number of chats transferred to another agent using the 'Transfer chats without agent answer' setting.
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
Logic for calculating the First Online field:
If the system finds an online session of the agent after 6 hours of offline session, then the Start Time value of this online session (which occurs after a 6-hour offline session) is recorded in the First Online field.
If no 6-hour offline breaks are found, the system identifies the oldest online session and records its Start Time value in First Online.
If there are no online sessions for this agent, null will be returned.
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:
FAQ - which leads to the Agent's Workspace User Guides article
Beesender Support – which directs you to an article where you can find information about technical support tariffs and how to contact them.
All communication panel statistics will be reset if the agent’s status was offline for more than 6 hours and after that this status was changed to online.
Learn how to easily manage chats
This section walks you through the basics of using the agent panel.
1 – Bind chat client to contact card
2 – Current chat
3 – Chat actions
4 – Pre-clipboard for files
5 – Input field expansion
6 – Emoji
7 – Templates
8 – Attaching files
9 – Knowledge base
10 – Send message button
To learn more about each feature, please use the following links: