Conversation History

For detailed explanation of SLA starting with the calculations and settings on the Analytics page, you can refer to the SLA Guideline page.

Conversation history is a feature that allows supervisors to easily monitor the conversation history from each ticket that enters on the 3Dolphins application, both those assigned to agents and those handled by supervisors. To view the report, go to the Analytic menu and click the Live Agent menus, then click Conversation History which you can find on the left sidebar.

Component Explanation:

Name

Description

Ticket Number

Unique number for each ticket.

Created Date

Indicates when this ticket is created.

Channel

Indicates the channel where the ticket was made.

Customer

Your customer name.

Agent Name

Indicates agent's name whose in charge of this ticket.

SLA

SLA for this ticket. Note: The displayed SLA depends on the configuration of the SLA settings in 'rule management' and SLA type on this report so this might be a percentage or Yes/No. To know more about this setting, you can refer to this page.

Response Rate

Percentage 'response agent' divided by 'incoming message'. Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends a chat message at one time.