Connected chats status dashboard

Preview

This feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section of the Service Specific Terms. Pre-GA features are available "as is" and might have limited support. For more information, see the launch stage descriptions.

With the Connected Chats Status Dashboard, see chat durations, hold times, current sentiment scores, and which agents are handling interactions.

Use the dashboard

To use the dashboard, follow these steps:

1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

2. Click Chats Connected. The dashboard appears.

3. Filter your results using the following fields:

   • Queue Name: by the queue name

   • Agent Name: by the agent Name

   • Chat ID: by the ID of the chat

   • Language: by the language assigned to the queue

   • Interaction type: by the type of interaction— for example, Messaging (WhatsApp) or Messaging (SMS)

   • Teams: by one or more teams

   • Location: by the location of the agent

   • Answer Type: by whether the chat was manually or automatically answered

   • Answered By: by whether the chat was answered by a virtual agent or human agent

   • Direction: by the direction of the interaction

4. Click Update.

Table

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

• Connected Chats: details about connected chats