Introduction

When a team lead logs into the Live agent tool, he/she can essentially view three high level sections as depicted in the image below:

The three sections are explained individually in detail below.

Section 1: My Chats

In this tab the team lead can look at information relating to the chats assigned to him/her personally. To know more, read on here

Section 2: Business Overview

The Business Overview page provides information at a business level. Over here a team lead can:

• Can view all businesses allocated to logged in user.
• View stats of chat distribution
• Can filter chats based on 'is new user', 'is delayed chat'
• Select and review existing, upcoming chats
• Select and review the last 100 completed chats
• Can view performance of team over a business
• Select and re-assign an existing claimed or unclaimed chat to an individual or a team allocated to business

Section 3: Team Overview

In the team Overview tab information is available at a team level. Here the team lead can:

1. Manage agents - A team lead can add/remove agents from a team using this option.

2. View Chat Data - A team lead can

   • View chat distribution data
   • Review chats
   • View completed chats

3. Look at Analytics - A team lead can look at analytics around

   • Team wise metrics
   • Per agent metrics within a team

4. Team Settings - A team lead can also modify team level settings from this tab. Some of these settings are:

   • Modification of automated messages
   • Can view all teams
   • Create a new team
   • Adding agents to a team
   • Add/Edit automated responses based on agent availability

Additionally from the team overview page the team leads can also: * Select and review existing, upcoming chats under chats per team * Select and re-assign an existing claimed or unclaimed chat to an individual or a team