You can configure the Monitor Dashboard to display chat statistics, enabling you to monitor the chat queues of your agents in real time. You can also view the entire chat conversation in an active chat thread and view the profile of the customer associated with that thread.
Click to resize the cards.
Click to move the cards and re-arrange them.
Your customers can rate a chat when chatting with your agents or after the chat has ended. The rating is considered for the entire chat thread and is stored in the Interactions table. To view the ratings, contact the LiveVox Customer Care Team.
The following table describes the columns displayed in the widget tables. Information about the last 100 active chat threads is displayed.
Column
Description
Agent
The name of the agent to whom the chat thread is connected.
Duration
The duration for which the chat thread has been active (hours: minutes: seconds).
Profile
The icon to view the Contact Details window of the customer who initiated the chat thread.
Queue
The token (department) to which the chat thread is routed.
A department enables a chat thread to be linked to the appropriate service.
Thread
The icon to view the Chat Detail window, which contains the entire conversation that constitutes the chat thread.
Thread Status
The current status of the chat thread, which is one of the following values:
In Queue: Indicates that the thread is waiting to be connected to an agent.
With Agent: Indicates that the thread is connected to the agent and the agent has yet to resolve the thread.
If the agent to whom a chat thread is connected logs out, the thread is no longer considered to be with the agent.
You can filter the rows in the table based on the values in the following columns by using the Search box: Agent, Queue, Thread Status
