Dashboard Overview
Better understand how your Bridge dashboard is laid out and where you can find important information!
Last updated
Was this helpful?
Better understand how your Bridge dashboard is laid out and where you can find important information!
Last updated
Was this helpful?
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
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:
Log Out
Switch Accounts (If Applicable)
View Contacts Library & Associated Tags
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 any open conversation you were mentioned in (whether assigned to you or not)
Filter to show 'All Conversations'
When you first open the Bridge dashboard, we highly recommend selecting the 'All Conversations' view. This way, you are not missing assigned conversations by limiting your view.
This section is where agents can view, respond to, and resolve escalated chats. The following actions can be accessed within this section:
Resolve a Conversation
There are three distinct conversation buckets within the Conversation Viewer section:
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.
At the end of every shift, we recommend that no conversations are residing in your 'Mine' column.
Agents have two options when it comes to customizing their view within this section:
Use the conversation sort function to quickly sort by status and reorder by certain actions:
Click the 'Sort' icon (up and down arrow).
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
This section provides specific conversation information, including:
User Contact Information
Conversation Information
Page ID/Name
Route Type (Web/App/Facebook/etc.)
Customer Code
Submission Code
Previous Conversations
Set Your Availability ()
Update Profile Settings ()
Change Appearance ()
Keyboard Shortcuts ()
Add or Edit a Canned Response ()
Add a New Macro ()
Filter to show only conversations with a specific label ()
Reply to a Conversation ()
Sent Private Chats ()
Mute a User ()
Send Chat Transcript ()
Once the conversation is marked 'resolved', it will be removed from the 'Mine" section. Agents can always view resolved conversations by adjusting the filters ().
The default filter for this section shows all 'Open' conversations; however, agents can adjust the filters to show 'All' or 'Resolved' as well. Learn more about the filters .
Assigned Agent/Team ()
Conversation Priority ()
Conversation Labels ()
Conversation Participants ()
