Real-time activity panel (Status)

From the 'Web Chat' section within the control panel, you can monitor daily chat activity on your website.

This is the main screen of oct8ne: the Real-Time Activity panel.

In this section you will see how many visitors have entered the chat (whether by trigger, proactively, etc.), on which page of your website they are, how long they have been in session, what state they are in (Attended, Waiting or Just browsing) and some other data.

The states within oct8ne are very important because they define where customers are located. Visitors appear separately under each state.

We found 3 states:

1. Just browsing: Customers who have proactively opened the chat or have been triggered by a message.
2. Waiting: These are customers who have written in the chat. If they are not attended to quickly and leave the website, they will be counted as lost.
3. Attended : These are customers who are already being attended to by an agent. When they are attended to, the co-browser is activated, allowing the customer and agent to view the same products simultaneously.

Depending on each state, the actions you can take are different.

Additional actions.

In certain circumstances, it might be possible to steal or eavesdrop (spy) on a conversation.

'STEAL'

If the customer is being served by another agent, you always have the ability to STEAL that visitor and serve them yourself. This means 'forcing' a transfer. It's not advisable to abuse this action.

'SPY'

If you are an administrator and have the feature enabled, you may also see the monitor icon. This action allows you to open the viewer in 'monitor mode' so you can read the entire conversation and type only for the agent. The visitor will not see what you type in this mode; only the agent will. This is useful for 'whispering' or guiding the agent in their responses.

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At the bottom of the screen, all active chats you're currently handling will appear, identified by different colors depending on how long they've been waiting for a response.

Green (waiting for a response from the visitor), orange (when the customer is speaking/responding), and red (when the customer has left the conversation).

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