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›For Team Leads

Getting Started

  • Introduction

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  • Introduction
  • Toolbar Actions
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  • Closing Categories
  • Agent Daily Statistics Mailer
  • Shortcuts for navigation
  • Sounds and Notifications

For Team Leads

  • Introduction
  • Businesses
  • Teams
  • Chat Priority and Assignment
  • Analytics
  • Agent Reports
  • Chat assignment

Miscellaneous

  • Bot Agent Handover
  • Adding your own custom tool
  • Integrating with External Bot

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:

athena_tabs

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

business_tab

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

create_new_team

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

Last updated on 4/16/2021
← Sounds and NotificationsBusinesses →
  • Section 1: My Chats
  • Section 2: Business Overview
  • Section 3: Team Overview
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