Plan requirement
| Subscription | Any plan |
| Access | Agent |
The chat dashboard shows who is on your site now and which conversations are running. Live, and separate from Explore.
What it shows
- Visitors on your site, with the page they are on.
- Conversations in progress, and who is handling each.
- Agent availability across departments.
- Live counts of waiting and served.
Live, not historical
The distinction that matters. This is what is happening now; Explore is what happened. Managers wanting trends should be in Explore, and managers wanting to know whether to help right now should be here.
The visitor list
Chat's most distinctive feature and the one messaging does differently. Seeing who is on which page lets an agent start a conversation with somebody who looks stuck.
Used well that is genuinely helpful. Used badly it is a pop-up ten seconds after somebody arrives, and it is worth agreeing as a team which one you are doing.
Watch it during busy periods
The number worth watching is waiting visitors against available agents. When that ratio goes wrong, chat degrades quickly, because everyone waiting is watching a screen.
Not for reporting
Figures here are live and not a record. Anything you need to compare over time comes from Explore, which has its own chat metrics.
Comments
0 comments
Article is closed for comments.