HELP FILE

Monitor the chats of your organization

You can view chats that are waiting in queue, closed, or currently assigned to an agent in your organization. Bold360 ai subscribers also see conversations with the bot.

To list chats, click the arrow in the-top left corner of the agent workspace above your list of sessions.

Chats are grouped on the following tabs:

Bot
Chats where the customer is currently assisted by the chatbot.
Note: This tab is only available for Bold360 ai subscribers.
Queue
Chats in queue waiting to be assigned to an agent.
Assigned to Agent
Chats which have already been assigned to a live agent.
Closed
Closed chats of your organization.

View chat details

You can select the level of chat details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the chat list. Sorting does not apply to the column order in the chat list.

You can also filter chats by department and chat folder. To do so, click the department selector or the chat folder drop-down list respectively.

Depending on what chats you view, the following chat details are displayed:

Agent
Name of the assigned agent.
Agent messages
Number of messages the agent has sent.
Answered
Time and date when the chat was first answered.
Chat Launch URL
The URL of the chat from where the customer started the chat session.
Chat state
Current status of the chat.
City
The city where the customer started the conversation.
Country
The country where the customer started the conversation.
Created
Time and date when the customer clicked the chat button.
Custom pre-chat fields
Custom chat fields defined on the pre-chat window.
Customer Email
Email address of the customer.
Customer ID
Identifier of the customer.
Customer info
Additional custom information about the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
Customer reference
The referring website that the customer previously viewed.
Department
The Bold360 department of the agent.
Ended
Time when the chat ended.
Experiments
The experiments in which the customer participates.
ID
Chat identifier.
Initial question
The first question that the customer asked.
IP
The IP address of the customer.
Language
The language of the chat, which is English (en-US) by default.
Last name
Customer's last name.
Net Promoter Score
Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Phone
Phone number of the customer.
Region
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Started
Time and date when the chat was started.
Updated
The last time the chat was updated.
Urgency
Urgency of the chat.
Website
The website as defined in the Bold360 Admin Center.
Window closed
Time when the customer closed the chat window.

Manage your chats

You can do the following when you monitor your chats:

Get live preview of a chat
Select a chat in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on Customer History panel the right of the chat list and is refreshed when either party sends a new message.
Search for chats
You can search for chats based on any chat details that you see in the columns. When you type into the Search field above the list of chats, it dynamically filters and lists those chats that contain your search term in any visible columns.
Transfer chats
You can transfer chats between agents in your organization on the Queued and Assigned to Agent tabs. See Transfer a chat.
Sort chats by column
Click the column name to sort chats by that order.
Filter closed chats
You can list chats that were closed on selected dates. On the Closed tab at the top of the page, click the date selector drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed chats. You can also select a custom date-range from the calendar. Click Refresh to list closed chats for the selected period.

You can set up warnings that provide visible notifications of chats that take too long to resolve. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the chat was Created or Started.

To set up warning, do the following:

  1. In the Bold360 agent workspace, click the arrow above your list of sessions. The Monitor View page is displayed.
  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed. When the defined time expires, you see chat sessions marked in red.
    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.