Creating views
By default on the live chat screen, you have the following views:
- You – Chats assigned to you.
- Assigned – Chats currently in progress.
- Unassigned – No agent is assigned to the chat.
- Closed – Historically closed chats.
- SLA breached – Chats whose SLAs are breached
If you want to create your own view based on your criteria, to keep track of certain chats follow these steps:
- On the live chat screen, click ‘ + views’
- Give the view a name
- Define your filter criteria by adding conditions
- Click ‘Create view’
Note:
– All views are static and are not refreshed in real time.
– To see the updated chats, refresh the page.
– Views created are accessible to all users.