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Dashboard Overview

Better understand how your Live Agent Engine dashboard is laid out and where you can find important information!

Overview

There are four major areas within the Live Agent Engine dashboard. All users have access to each of these sections:

  • Profile Settings & Contacts

  • Inboxes & Labels

  • Conversation Viewer

  • Actions & Insights

Left to Right: Profile Settings & Contacts, Inboxes & Labels, Conversation Viewer, Actions & Insights

Profile Settings & Contacts

This section focuses on your profile settings and grants users access to existing contacts, canned responses, and macros. The following actions can be accessed within this section:

Inboxes & Labels

This section allows agents to switch companies and show filtered inbox views. The following actions can be accessed within this section:

  • Switch Accounts (If Applicable)

  • Filter to show only conversations with a specific label (Learn More)

  • Filter to show any open conversation you were mentioned in (whether assigned to you or not)

  • Filter to show 'All Conversations'

When you first open the Live Agent Engine dashboard, we highly recommend selecting the 'All Conversations' view. This way, you are not missing assigned conversations by limiting your view.

Conversation Viewer

This section is where agents can view, respond to, and resolve escalated chats. The following actions can be accessed within this section:

Conversation Sections

There are three distinct conversation buckets within the Conversation Viewer section:

Mine, Unassigned & All Columns in the Bridge Dashboard

The "Mine" column is specifically designed for agents to easily access their unresolved assigned escalated conversations. While the "All" column allows any agent to view all conversations, regardless of their assignment status, the "Mine" section streamlines the process by displaying only the conversations assigned to you. This feature aids in efficient conversation management and swift response to crucial discussions.

Once the conversation is marked 'resolved', it will be removed from the 'Mine" section. Agents can always view resolved conversations by adjusting the filters (Learn More).

At the end of every shift, we recommend that no conversations are residing in your 'Mine' column.

Filter & Sort Conversations

Agents have two options when it comes to customizing their view within this section:

Sort Icon in Conversation View Section

Use the conversation sort function to quickly sort by status and reorder by certain actions:

  1. Click the 'Sort' icon (up and down arrow).

  2. Use the two drop-downs to select your categories:

    • Status: Selections we recommend are Open, All, and Resolved

      • When you filter by status, it will mark your chosen status sort next to the inbox title (the example above shows my selection 'All')

    • Order By: Selections include the Last Activity, Created at, Priority, Pending Response

Actions & Insights

This section provides specific conversation information, including:

  • User Contact Information

  • Assigned Agent/Team (Learn More)

  • Conversation Priority (Learn More)

  • Conversation Labels (Learn More)

  • Conversation Information

    • Page ID/Name

    • Route Type (Web/App/Facebook/etc.)

    • Customer Code

    • Submission Code

  • Previous Conversations

  • Conversation Participants (Learn More)

FAQs

Can a contact list be exported from the Live Agent Engine dashboard?

No; however, contact information inputted within Live Agent Engine can be exported from your Satisfi Labs dashboard. For more information, check out our section on reporting & analytics: Reporting & Analytics

Why can't I see any conversations in my 'All' section?

Double-check that you have selected "All Conversations" within the Inboxes & Labels section. If you have selected "Mentions" or "Unattended", it will limit what you can view.

If Agent A is assigned a chat, can that chat be hidden from view from Agent B?

No, conversations cannot be hidden from view within the Live Agent Engine dashboard.

Can I merge two contacts within the Live Agent Engine?

There may be instances where the end user's name and email/phone number match an existing contact, but a duplicate contact is created instead. Agents can merge contacts by doing the following:

  1. Within the contact card, select the Merge icon

  2. Search for the existing contact you'd like to merge

  3. Select Merge Contacts

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