Queues consist of any queue defined by the Supervisor combined with the default queue. Also, minimized tray shows which filters are applied in the current view.īelow Views, in the Queues section, you can find specific queues.
Pending - Time elapsed from the last customer message if the agent reply is still pending.Started - The date when the conversation is created.When you click on a specific queue/view, a list of all conversations within that queue/view will appear.Ĭonversations are listed from newest to oldest.Įach conversation in the list contains the following information: All Bots (consists of all conversations currently handled by bots).History (consists of all conversations, both open and closed, regardless of the queue).All (consists of all open conversations regardless of the queue).Unassigned (consists of all open conversations without the assignee).Supervisors can create views (up to 8 global views) for all agents to use that will help them manage conversations more efficiently.Īlso, global views include predefined views which are industry standards and help agents in their tasks: Global - a set of views available to all users.These help individual users to organize conversations and be more productive and are visible only to the creator. Private - Each individual user can create views for themselves.Predefined views contain views that are industry standards and will certainly help users to better navigate between conversations.Ĭustom views allow users to create filters and cover some of their specific cases that they often filter and these views can be: Conversations are grouped into views that are defined by filters and can be private or global. The All Work panel encompasses all conversations and queues, including those assigned to others. Infobip platform offers predefined views and allows users to create their own custom views.
The default status is Active and the Agent can change this status at any time.Īvailable statuses are: Active, Busy, Offline, and Away (agents can set these per their current workload to denote their availability in the contact center) To change the status, the agent should navigate to their User profile in the bottom left corner > Choose status from the drop-down menu below their agent name and profile picture.
The status reflects several things, however, it's important because this way Supervisors can track and manage team capacity in real time. To start, the agent needs to log in to the Infobip web interface and navigate to the Conversations module on the left-menu navigation.įor performance optimization, agents should mark their availability by changing their status when taking over a conversation. Once you've set up the environment, agents can start managing conversations and customer inquiries.Īll conversation management happens within the Conversations module (e.g., Agent panel).