Digital Channels Details

The Digital Channel Details offers a complete overview of all chats and the associated metrics. It allows for online analysis of agent performance in the contact center based on various chat metrics.

This report is helpful for supervisors of inbound contact centers to monitor their agents' performance.

Transcript (Chat History)

• Messages are labeled by the sender (chatbot, agent, or customer) to clearly indicate who sent the message.
• The chat history is also accessible on the agent toolbar, under the Chat History page.
• Chat disconnect messages can be configured from the ICR designer as well.