Conversation

The new Conversation Mode feature is designed to provide a comprehensive and detailed view of customer support interactions. With this update, you can track and analyze conversations more effectively, gaining complete reports on conversation performance.

The Conversation Mode allows you to view crucial information on conversation management, including:

Number of Assigned and Resolved Conversations: Track how many conversations have been assigned to agents and how many have been successfully resolved.
Agent Response Time: Evaluate how quickly agents are responding to assigned conversations.
Resolution Time: See how much time is being spent resolving each conversation.

These detailed reports help optimize team performance and improve customer support efficiency. Explore Conversation Mode to take full advantage of these new features and ensure high-quality service.

Step-by-Step Guide to Enable Conversation Mode

1. Accessing Workspace Settings

In the main dashboard, click on Workspace Settings in the left menu to access workspace settings.

2. Enabling Conversation Mode

In the top menu, select the Conversation tab. Then, enable the Conversation Mode by clicking the Enable button. Set the conversation session timeout as needed.

3. Setting Agent Office Hours

In the same Conversation tab, configure the agent office hours in Agent Office Hours. You can set custom hours for each day of the week. Click on each day and select Custom office hours to set the start and end times.

Reports

Once you have enabled the conversation mode, you will see more report from “analytics” tab in every of your channel.

You can find more information about: