Once you click "Chat" icon from the sidebar menu, there are various sub-pages poping up and that you can select out of these options named "Active Chats", "Chat Records" and "Chat Qaulity Evaluation Objection" respectively.

When "Active Chats" field is clicked, active chat conversations are displayed. Client name and email status, agent and duration are some of them that are visible in this regard.

If there are multiple active chats and you want to narrow the results down, you can benefit from the filters located at the top of the page.

After clicking the hamburger menu icon located next to every active chat, you can select out of the options poping up in this regard.

Once "View Chat" is pressed, details of the conversation of the active chat are displayed as it can be seen in the image below.

As the name indicates, once "Transfer" is clicked, the respective chat can be transferred. For instance, to transfer a queue, click the icon located on right side of the corresponding queue. Then, it will be transferred.

Active chat can be ended after pressing "End Conversation" and confirming it.

Once you click "Tags", not only added tags are displayed, but also new tags can be added to the respective call record. After pressing "Save" button, changes made will be finalized and an alert confirming it will show up.

When "Chat Records" are clicked from the sidebar menu, as the title indicates, chat records are displayed in this regard. Details regarding a particular chat are visible such as insert, start and finish date, agent, client name and email, phone number if typed and queue.

By benefiting from the filters that can be found at the top of the page, results can be narrowed down, thereby allowing you to have more refined results.

After clicking the hamburger menu icon at the beginning of every record, many options will show up: “Chat Details,” “Tags”, “Evauate” and “Evaluate Results” respectively.

Chat information is the first field showing up within this context and many details such as active chat key, customer mail and waiting duration are shown.

Conversation details of the respective chat can be displayed after pressing "Chat History".

As the name of the field indicates, chat flow is displayed once it is clicked and the flow from very beginning to the end of the conversation can be observed.

Customer path can be seen and retrived once the field named "Customer Path" is pressed as it can be seen in the image below.

In the same vein, Customer history and custom variables (if there is any) are displayed once the corresponding fields are clicked. If there is nothing to show, then it will be blank once it is clicked as it can be seen in one of the images below.

Once "Tags" field is clicked from the hamburger menu icon mentioned above, you can add tags to the desired chat.

Chats can be evaluated by clicking "Evaluate". After pressing, please select the form and fill out the fields. Besides, note can be added to make it even clearer. Once "Save" button is pressed, it will be finalized.

Similarly, evaluation details can be observed after clicking "Evaluation Results". The respective evaluation can be revoked by clicking "Cancel". By ticking hidden for agent checkbox, it can be hidden from agent so ıt will not be displayed by the agent involving in chat conversation. Similarly, it can be defined as unobjectionable by ticking the respective checkbox.

Once you click "Chat Quality Evaluation Objection" from the sidebar menu, you will be directed to where you can see the records within this context.

As it is the case for the others mentioned above, once you click the the hamburger menu icon located next to every record, many options will show up, namely "Objection Details", "Evaluate Objection" and "Cancel Objection".

Once "Objection Details" is clicked, the details are displayed in this regard. Besides, objection made can be revoked by pressing "Cancel Objection" icon.

In the same vein, if it has not been evaluated yet, it can be evaluated by clicking "Evaluate Objection".

Similarly, the same actions can be performed via the hamburger menu icon. Evaluation can be revoked after clicking "Cancel Objection" and as the name indicates, it can be evaluated as well by clicking "Evaluate Objection". To submit your evaluation with regards to the respective objection, please select objection result from the drop-down menu as either "Accept" or "Reject" and then add description.