How to navigate to this page> Typical display>
A Management Information report showing a summary of the inbound chat handling.
Inbound Chats Panel
Shows real-time and historic information regarding chats handled by each chat point.
| • | Web Chat - the chat account on which the message was received; |
| • | Queuing - the number of chats currently awaiting processing; |
| • | Oldest - the age of the oldest chat awaiting processing; |
| • | With Agents - the number of chats in progress with agents; |
| • | Received - the number of new chats that arrived; |
| • | Handled - the number of chats handled by agents; |
| • | Avg Duration - the average time from receipt to handled; |
| • | Max Duration - the maximum time from receipt to handled. |
Chats In Progress Panel
Shows real-time information regarding chats that are currently in progress, i.e. being held on the queue or have been routed to and are being handled by an agent. Once the agent has finished with the chat it is removed from this display.
| • | Start Time - the date and time that the chat first entered the rostrvm system; |
| • | Web Chat - the chat account on which the message arrived; |
| • | Customer - the customer from which the chat was originated; |
| • | URL - the web site at which the chat originated; |
| • | Class - the call class assigned to this contact; |
| • | Queue - the queue through which this chat arrives; |
| • | User Name - the user name of the agent handling the chat (blank if still queued). |
From here you can:
| • | Delete As Junk/Spam - click the entry in the start time field and select this option from the drop-down menu to remove it from the queue; |
| • | View - click the chat icon to the right of the entry to view the chat contents. |