The Chat menu of the Supervisor module lets you monitor and manage chat conversations. When you click Chat in the sidebar menu, the following sub-pages are available: Active Chats, Chat Records and Chat Quality Evaluation Objection.
Menu path: Supervisor > Chat
Active Chats
The Active Chats page lists the chat conversations that are currently in progress, with details such as the client's name and email status, the agent handling the chat and the duration of the chat.
If there are many active chats and you want to narrow the results down, use the filters at the top of the page.
Click the hamburger menu icon next to an active chat to open the actions available for that chat.
View Chat
Displays the conversation details of the active chat.
Transfer
Transfers the chat. For example, to transfer the chat to a queue, click the icon on the right side of the corresponding queue; the chat is then transferred.
End Conversation
Ends the active chat after you confirm the action.
Tags
Displays the tags already added to the chat and lets you add new tags to the chat record. Click Save to finalize the changes; an alert confirming the change is displayed.
Chat Records
The Chat Records page (Chat > Chat Records in the sidebar menu) lists the chat records. For each record you can see details such as the insert, start and finish dates, the agent, the client's name and email, the phone number (if it was entered) and the queue.
Use the filter area at the top of the page to narrow down the records. To see all available filters at once, click the Filter button.
Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.
All actions for a record are gathered in the action menu at the end of each row. The available options are Chat Details, Tags, Evaluate and Evaluation Results.
Chat Details
The Chat Details view contains the following fields:
Field | Description |
Chat Information | The first field of the Chat Details view. It shows details such as the active chat key, the customer's email and the waiting duration. |
Chat History | Displays the conversation details of the chat. |
Chat Flow | Shows the flow of the conversation from the very beginning to the end. |
Customer Path | Shows the path the customer followed. |
Customer History and Custom Variables | Display the customer's history and the custom variables of the chat, if there are any. If there is nothing to show, the field is blank. |
The Tags option in the action menu of a record lets you add tags to the selected chat.
Chat Evaluations
To evaluate a chat:
Click Evaluate in the action menu of the record.
Select the evaluation form and fill in its fields. You can also add a note to make the evaluation clearer.
Click Save to finalize the evaluation.
Click Evaluation Results to see the details of an evaluation. From here you can revoke the evaluation by clicking Cancel. Select the Hidden for agent checkbox to hide the evaluation from the agent who handled the chat, and select the unobjectionable checkbox to mark the evaluation as not open to objection.
Chat Quality Evaluation Objection
The Chat Quality Evaluation Objection page (Chat > Chat Quality Evaluation Objection in the sidebar menu) lists the objection records for chat quality evaluations.
Use the filter area at the top of the page to narrow down the records; click the Filter button to see all available filters. Use Table Settings at the top right of the page to reorder, pin, show or hide the columns of the table.
All actions for an objection are gathered in the action menu at the end of each row: Objection Details, Evaluate Objection and Cancel Objection. Objection Details displays the details of the objection. Cancel Objection revokes the objection.
If the objection has not been evaluated yet, evaluate it as follows:
Click Evaluate Objection.
Select the objection result from the drop-down menu as either Accept or Reject.
Add a description and submit your evaluation.