Real-time activity panel

Real-time activity panel



Once you have logged in with your account, you will be on the main screen of Oct8ne: the Activity panel. Here you will find:

The daily summary with the number of chats received, attended and missed.

The average handling time of a conversation and the average waiting time for customers.

The number of available and unavailable agents.

Remember that in order to be able to serve customers, you must put yourself in 'AVAILABLE' mode.



You can also analyse agent activity in more detail by clicking on 'View
chart'.

The following charts will be displayed:

Total chats: received, attended, lost

Efficiency level

Agents: available, unavailable, offline

Daily and weekly results

Under the daily summary we can see:

How many visitors are looking at your website and what page they are on.

How many customers are being attended to, which agent is attending to them and how long they have been waiting.

From this section, any other agent can 'stay' with a chat by clicking on the hand icon
in the Actions field or view the conversation without interacting with the customer in supervisor mode through the hat with glasses icon under the same field.



At the bottom of the screen, all chats with customers are displayed and will be identified with different colors depending on how long they have been waiting for a response. Green (waiting for a response from the visitor), orange (when the customer is talking to you/responding to you) and red (when the customer has left the conversation).



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