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Dashboards

Webex Engage allows team managers to make informed decisions using the Dashboard feature. The dashboard helps team managers track the activity of logged-in agents within a team and provides an opportunity for direct insight into a chat that an agent within the same team currently holds.

Team managers can view the chats awaiting the agent's reply using the dashboard feature. Thus team managers have visibility of any waiting customers within the team.

When team managers switch from Admin Console to Customer Care Console, you will view the Active Chats awaiting Agents Response as a landing page.

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The dashboard is categorized into two tabs:

  • Conversations
  • Workforce

Conversations

Team managers can view the open conversations count under the Conversations tab. The open conversation count is the total count of chats that are in the Queue, Active, and On Hold status of a particular team. Team managers can view each of these statuses under a separate card displaying a specific chat count under each status. Further, managers can click on each of these cards to view details of the chats under the selected status.

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Further, the Active status card is sub-classified into chats that are, awaiting a response from Agent and Customer respectively.

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Based on the status card selection, team managers can view chat details such as chat id, customer id, priority, agent id, average response time, handle time, and last updated on.

View Chat Log

To view a chat log, click Chat Log icon in the actions column of a specific chat. The chat log pop-up window appears on the screen.

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Transfer Chat

To transfer a chat, follow these steps:

  1. Click Chat Transfer icon in the actions column of a specific chat.
    The following pop-up window appears.
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  1. If you select User within the team radio button, assign to Individual Agent and Particular Skill radio buttons will appear.
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  1. If you select Individual Agent radio button, select agent drop-down appears.
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  1. Select an agent and click Assign.
    The success message appears on the screen.
  2. If you select Particular Skill radio button, select skill drop-down appear.
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  1. Select a skill and click Assign. The success message appears on the screen.
  2. If you select, To another team's user/queue radio button, the select team drop-down list appears.
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  1. If you select a team, assign to Individual Agent and Particular Skill radio buttons will appear.
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  1. If you select Individual Agent radio button, select agent drop-down appears.
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  1. Select the Team Queue or an agent and click Assign.
    The success message appears on the screen.
  2. If you select Particular Skill radio button, select skill drop-down appear.
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  1. Select the skill and click Assign. The success message appears on the screen.

Join Conversation

To join an active conversation, follow these steps:

  1. Click the Join Conversation icon in the actions column of a specific chat. The success message appears on the screen.
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  1. The chat will be moved to the My Chats section of the Chat Console from where the manager can view the ongoing conversation.
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  1. To participate in the conversation, the team manager can either reply directly to the customer or prompt messages to the agent without notifying the customer.
  2. Either of the team managers can choose to leave the conversation at any point in time through Leave Chat option or force take over chat through Take Over Chat option.
  3. Post barge in team managers can force take over chat from live/virtual agent.
    Force take over events are logged as an announcement on the chat thread to leave an audit trail.

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Note:

Webex Engage also allows a three-way chat between two team managers and the customer, but in this case, the force takeover functionality is suppressed because they have the same privileges.

View Escalation History

To view escalations history of a chat, click the Information (i) in the Priority column of a specific chat. The escalations history pop-up window appears. View the history and close the pop-up window.

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Search chats based on specific filters

To search chat, follow these steps:

  1. Click the Add Filter button on the dashboard screen.
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The following screen appears.

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  1. You can create various conditions on the Filter Chats screen.
  2. Click View Results to view chats that satisfy the filter conditions.
    All the results satisfying the filter chats condition will be listed in the search results table.
  3. To search the information in the results table, enter the value in the Search field. Once you start typing, you will find the relevant results under the search field.

Workforce

Team managers can view the list of Available and Unavailable agents cards under Workforce tab. All the logged in agents are categorized under these cards. The managers can click on these cards to view the complete details about the agents . A Key Performance Indicators table representing Avg. First Response Time, Avg. Response Time, Avg. Handling Time, and Avg. Wait Time is available beside the Online Agents tab.

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