How does this affect me?
This feature allows supervisors to receive a real-time overview of all ongoing conversations organized by communication channel, with the ability to directly assign, transfer, monitor, or close individual conversations or multiple conversations at once.
Key capabilities:
- Live Conversation View: Monitor all active conversations by channel (chat, voice, records) in a dedicated and organized view.
- Direct actions: Take immediate actions like assign, transfer, monitor, force close, or notify, individually or in bulk.
- Real-Time Sentiment & KPIs: Track sentiment, talk/hold/wrap times, and key metrics to spot and act on at-risk conversations.
- Flexible Filters & Saved Views: Filter by agent, queue, channel, or sentiment; save and share views for team coordination.
- Bulk Management: Handle high-volume scenarios efficiently with multi-record actions.
- Customizable & Extensible: Add custom attributes and expand dashboard features to meet specific business needs.
- Auto Refresh: Keeps data up to date without manual reloads for continuous visibility.
This message is for awareness, and no action is required.