Solved 360 View of Chats like Queue Calls

[Clark-Ritchotte]

I See that the standalone version has this but, is there a plan to build a section where admins or receptionists can go into the WebClient to see all chats assigned to users? We had a situation where a customer was using the webchat and the agent transferred it to the wrong extension, and we were unable to get it back as the person was on vacation, we ended up having to reset their password and transfer the chat back.

 

[Clark-Ritchotte]

Another issue we had was if you're using automatic Presence for closed times and break times, the new chat plugin does not know that there are no agents available so it continues to accept them but no one can see them.
We ended up creating a dummy account that is always available without the auto presence turned on and it captures the missing chats and messages left after hours.

 

[Constantinos Constantinou]

Another issue we had was if you're using automatic Presence for closed times and break times, the new chat plugin does not know that there are no agents available so it continues to accept them but no one can see them.
We ended up creating a dummy account that is always available without the auto presence turned on and it captures the missing chats and messages left after hours.

Hello @MatthewC,

What about automatically log out agents from queues in case that they are away ? If no agent is logged in a queue, the offline form will be shown and the message will be delivered to the queue as offline message.

 

[Clark-Ritchotte]

Hello @MatthewC,

What about automatically log out agents from queues in case that they are away ? If no agent is logged in a queue, the offline form will be shown and the message will be delivered to the queue as offline message.
View attachment 19063

the problem is we are not seeing any of the offline messages through the chat. I noticed that what it does is add all available agents in the "To" field for the message, but if no one is available the only way to get it is to go to the chat log and you need to export each one. Most of my clients do not use the admin section only the web client.

 

[Clark-Ritchotte]

In the latest version there is now a way to schedule a report every morning to pull the offline chats and messages, so you can get them in email.