Agent's Workspace User Guides
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
To open the agent’s workplace in communication panel:
Click the element on the right area.
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 Agent’s workplace on the top area to open the full-screen agent’s workplace.
This buttons will be displayed only if the current system user is an active agent.
Analytics metrics within the agent's workspace
| In the upper part of the panel, statistics are displayed: 1 – Dropdown list with сurrent status – Indicates the current status of operator. 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 (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' and 'Time for closing chat after last message (minutes)’ settings. 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 – Do not disturb. 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. Logic for calculating the First Online field:
15 – Buttons for switching the status of the current agent 16 – Links:
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 – Link to the current chat card 3 – Create a lead 4 – Create a case 5 – Chat actions 7 – Message status 8 – Reason of the transfer chat to current agent ( you can view it in the message separator by clicking on the arrow ) 9 – Input field expansion 10 – Pre-clipboard for files 11 – Send message button 12 – New unopened chat 13 – Chat put on pause 14 – Current open chat 15 – Knowledge base 16 – Attaching files 17 – Templates 18 – Emoji 19 – "Drawer" is displayed in a chat with an associated contact if they have cases, leads, or activities
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Types of message separators in chat
Message separator | Display conditions |
|---|---|
{Chat-Number} started by Client • {Channel name} | The client initiated a chat in the channel |
Started by {Agent name} • {Channel name} | Initiating a chat by an agent through the chat card with the help of the 'Continue chat' button. Initiating a chat by an agent through a contact card with the help of the“Communication options” detail. |
Closed by {Agent name} • {Time} | Chat closed through communication panel:
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Closed by manual action • {Time} | The chat is closed through the chat card with the help of the ‘Close chat’ button. The chat is closed through the Beesender chats section with the help of the ‘Close chat’ button. This separator will be displayed only for the last closed, all previous such separators will change to “Closed {Agent name} • {Time}” |
Closed by process • {Time} | Chat closed using chatbot, the business process of which contains the 'Change data' element of the chat, where the value of the chat closing method is “Closed by process”. |
Closed by {Chatbot name} • {Time} | Chat closed using chatbot, the business process of which contains the 'Change data' element of the chat, where the value of the chat closing method is not set. |
Closed by automatic process – No answer from Client • {Time} | The chat was closed automatically due to the fact that the client does not respond (the ‘Close chats without messages’ setting is enabled and a value is set for it 'Time for closing chat after last message (minutes)'). |
Transferred by Automatic process • {Time} | The chat was transfered automatically due to the fact that the agent does not respond to the client in the chat within the time set in the setting 'Time for changing agent (minutes)' (‘Transfer chats without agent answer’ setting enabled). |
Transferred by {Agent name} • {Time} | Transferring chat through the communication panel:
Transferring chat to a free agent using a chatbot. |
Types of message statuses
Delivered
Sending error
Read (available on channels: Viber, WhatsApp Twilio, Instagram Direct, Facebook Messenger, Widget)
If something went wrong and the agent message could not be sent to the client, then this message will be displayed in the communication panel as unsent with the status sending error. To resend it again, you need to click on the arrow that appears next to the message .
To learn more about each feature, please use the following links: