How to use the Active assignment page in Dashboard

How to use the Active assignment page in Dashboard

Active Assignment

The dashboard provides live chat ticket information to agents. Agents can see new incoming live chats and processing live chat sessions here. 





Active Assignment page

Active Assignment page shows the information of new live chat requests and active live chat sessions. Basic live chat session information's are displayed on the cards. Agents can press the button at the bottom of the card to go to the conversation in Teams. For live chat tickets in Ticket Picking mode, agents can pick the ticket on dashboard using their Microsoft account directly. Conversation redirection page will be opened if the ticket is picked successfully by the agent. The active assignment page contains 2 Kanban column, Pending and Processing. Pending column displays all new, unprocessed tickets. While processing column displays all processing tickets. All unfinished tickets will be shown in processing column.
Basic live chat information includes:
  1. Client Name
  2. Handled Agent name
  3. Message Platform
  4. Number of Agents Involved
  5. Status
  6. Live Chat Initiation Time

Active Assignment Details Users can click on live chat tickets to open live chat details panel to see details.

Detail information includes: 
  1. Client Name
  2. Agent Names
  3. Message Channel Name with Platform
  4. Language Ticket Status
  5. Number of Agents Involved
  6. Client Tags
  7. Client Phone Number and WABA ID (WhatsApp)
  8. Facebook Page ID (Facebook)
User can click “HISTORY” to goto conversation history of the client on Stella. “GO TO THREAD” redirects agent to the conversation in Teams.

Processing Live Chat Details- 




For live chat tickets using admin assign mode, admins can assign the tickets from details panel directly.

Assign Live Chat-




New Live Chat

When there is an incoming live chat request, Stella Inbox will emit a notification to users. When the notification is received, a new live chat notification will be shown. Agents can press the notification to refresh the page to get latest live chat data.

New Live Chat Notification-

 



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