Agent's Workspace User Guides

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.

4 – Missed (Chats 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 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:

• 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.

1 – Bind chat client to contact card

2 – Link to the current chat card

3 – Chat actions

4 – Message separator

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

8 – Input field expansion

9 – Send message button

10 – New unopened chat

11 – Chat put on hold

12 – Current open chat

13 – Knowledge base

14 – Attaching files

15 – Templates

16 – Emoji

{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:

• Chat actions → Close chat

• cross on the chat box

Closed by manual action • {Time}

The chat is closed through the chat card with the help of the ‘Closed’ checkbox.

The chat is closed through the Beesender chats section with the help of the ‘Close chat’ button.

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:

• Chat actions → Transfer chat

Transferring chat to a free agent using a chatbot.