Agent Panel

The Agent Panel is designed to provide real-time visibility into queue metrics, enable easy status management, and streamline customer interactions through intelligent response tools.

Status Management & Queue Metrics

The left panel and top bar provide instant visibility into your queue status and availability:

• Agent Status (Online / Offline): Click the status dropdown next to your agent name in the top header to toggle between Online (ready to receive incoming chats) and Offline (paused/unavailable).
• Real-Time Queue Metrics: The left sidebar displays live operational data for your assigned queue:
  • Total contacts on hold: Number of customers currently waiting in the queue to be assigned.
  • Average waiting time: The average duration customers wait before being connected to an agent.
  • Maximum waiting time: The longest wait time currently experienced by a customer in the queue.
  • Available agents: Shows the total number of agents currently logged in and ready to handle conversations.

Managing Active Conversations & Actions

When a conversation is assigned, the agent can manage the interaction using the action controls located at the top right of the chat window:

• End Button: Triggers the conversation wrap-up form to officially conclude the session (see wrap-up form section).
• Actions Dropdown: Click Actions to access advanced controls:
  • Transfer conversation: Route the ongoing chat to another agent or department for specialized support.
  • Block contact: Block spam or abusive contacts from starting future sessions.

Response Tools & Message Editor

At the bottom of the conversation window, agents can switch between three response modes to handle customer replies effectively:

• Keyboard: Use standard text input to type personalized responses manually.
• AI Assistant: Harness built-in artificial intelligence to draft, rephrase, or suggest optimal responses based on the context of the chat.
• Templates: Access pre-approved message templates. Use the Search by name search bar to quickly filter and select templates for faster response times without manual typing.

Ending a Conversation & Wrap-Up Form

When an agent clicks the End button at the top right of the chat window, a Wrap-Up Form will automatically pop up. This form is fully customizable by each company according to their specific business priorities, tracking needs, and internal workflows.

This form allows agents to document key interaction details, helping to improve overall service quality and maintain accurate reporting logs:

• Comments: A free-text box where agents can log internal observations, notes, or specific details about the conversation.
• Reason for completion: A configurable dropdown menu to categorize why the conversation is being closed. Options can include:
  • User query resolved: The customer's inquiry was successfully answered.
  • The query no longer applies: The issue became obsolete or non-actionable.
• Checkboxes / Additional Categories: Custom options (e.g., Option 2, Option 3, etc.) to add relevant tags, sub-reasons, or secondary categories based on company priorities.
• Cancel Button: Closes the form modal and returns the agent to the active chat without ending the session.
• End Button: Submits the form data, closes the chat, and frees up agent capacity to receive new incoming queries.