Live Agent [v4.9.3]

For versions:4.9.3

Click ‘Download’ button to show summary or download as PDF for offline viewing.

Live Agent

Live agent analytic helps the supervisor to get an overview of your customer support (Agents). You can see who is interacting with your agent and monitor the service they’re receiving. See usage statistics, evaluate Performance reports, learn from customer satisfaction ratings and many more.

To begin, login as ‘Supervisor‘ or ‘Administrator’, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.

Go to analytic menu and click the live agent menus, then you will see a live agent page such as images below.

Conversation History

Conversation history is feature that make it easy for supervisors to monitor the conversation history from each ticket that incoming on omnichannel both those assigned to agents and those handled by supervisors. To view the report, go to analytic menu and click the live agent menus, then click conversation history that you can find on the left sidebar.

See tables with ticket numbers, created date, channels, and other metrics that can be sorted by date range, ticket numbers, channels, customer, agents, tags, created date or assigned date. conversation history can be downloaded to a .PDF, .CSV or .TXT file, such as images below.

Field component explanation of filter conversation history :

ComponentDescription
Start Date and End Date To filter report conversation history based on range date.
Ticket NumberTo filter report of conversation history based on ticket number of customer.
Raw Message To display messages between agents or Bot with customers.
ChannelTo filter report conversation history based on channel type.
AgentTo filter report conversation history based on name of customer.
CustomerTo filter report conversation history based on customer name.
TagsTo filter report conversation history based on ticket tags (category classifier).

Or, you can view detailed information from the conversation history by clicking the ‘Details‘ button in the raw message field. See detailed table with action date, ticket number, account name, sender’s name and message. Raw messages can be downloaded to a .PDF, .CSV or .TXT file button as shown below.

Was this article helpful?
Dislike 0