This report allows you to follow how your teams handle ongoing and pending conversations, whether they are real-time conversations or come from conversation queues (= asynchronous messaging).

KPIs and statistics are updated in real-time (every 10 seconds).

To access the report : Reports > Advanced reports > Live activity

In the Live activity report, you have a global view of your conversations. Several states are differentiated :

1. The pending conversations

In the pending conversations you'll find:

pending conversations : they can either be in the process of being distributed (not assigned to an agent group), or already assigned to a group following an unsnooze action.
the number of pending conversations, sorted by distribution group
the maximum waiting time, corresponding to the duration status (= waiting time of the visitor who has been in the queue for the longest time)

There are several actions or situations that sometimes cause the number of places in the conversation queue to be exceeded:

The snooze: Agents snoozed a conversation that came back in pending
Transfers: A conversation has been transferred to an already full routing rule
Visitor engagement: Several visitors have sent a message within the same time frame, leading to a queue overflow
The transfers of bots: A bot becomes available when at least one of the routing rules in its scenario is available. If the visitor chooses a path that takes them to an already full chat queue, the bot will transfer nevertheless to that queue.

2. The on-going conversations

The number of on-going conversations will show you which of them are currently handled by your teams.

3. The snoozed conversations

The number of snoozed conversations will show you conversations that were snoozed by agents and haven't gone back to a conversation queue yet - they will join the conversation queue once the waiting time has expired, or when the visitor will answer.

4. Read conversations

The report allows you to read a pending, ongoing or snoozed conversation.
A manager can read conversations handled by agents in his user group only.

Click on the “read” button in order to:

(1) Release the conversation

(2) Access all the data linked to the conversation (content, project, sales, status, ID...)

(3) Access past conversations
(4) Send an internal note in order to assist your agents in the treatment of a conversation

Use the Release button (ongoing conversation) or the Remove assignment button (pending conversation already assigned) to send the conversation back to the waiting list. The conversation will therefore return to the waiting queue and will be no longer assigned (while remaining on the current routing group).

When to release a conversation

Releasing a conversation is useful when the agent holding it is no longer there to handle it: they left the platform in the middle of the conversation, or the conversation is waiting for an agent who will not take it.

The button appears at the top of the conversation in two cases only:

the conversation is in Pending status and associated with an agent: Remove assignment button;
the conversation is in In progress status: Release button. The action only succeeds if the agent is offline.

Neither of these two buttons is displayed for snoozed or closed conversations.

Once released, the conversation is no longer associated with any agent but stays associated with the last selected distribution group. It is assigned to an available agent of this group who speaks its language.

Messages sent to agents via the supervision panel will only be visible to the agent and the manager in question. Visitors supported won't see the messages appear on their chat conversation.

4. The last meter displays your closed conversations according to the filtering of the project or channel in place.

☝️ Unlike the other indicators in this report which are displayed in real-time, the numbers of the closed conversations are aggregated over the day

5. Pending conversations despite available agents

If conversations stay pending while agents are present, check two points:

The language of the conversation matches the agents' profiles. If the available agents do not speak the language of the conversation, it is not handled.
The agents belong to the distribution group of the conversation. An agent who is not part of this group cannot answer the conversation.