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)

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 Live activity report lets you read pending, ongoing and snoozed conversations. Click Read on the row of a conversation: it opens in a dedicated page.

What the page contains

1. The Release (or Remove assignment) and End actions.
2. The Details panel: ID, highlights, context and customer information.
3. The past conversations of the same visitor.
4. The Add an internal note field, to write to the agent.

In the middle, the conversation thread is refreshed every 10 seconds as long as the conversation is open. It shows the messages of the visitor, the Assistant or bot and the agent, along with the conversation events:

• the engagement rule that triggered the conversation;
• the pages loaded by the visitor, with a link to each one;
• assignments and transfers;
• the internal notes sent to the agent.

The Back to report button takes you back to the previous page.

The Details panel

• Conversation ID: the icon next to the ID copies it to the clipboard.
• Highlights: the transactions, CSAT and NPS of the conversation. The section only appears if the conversation has at least one of them. A transaction shows as soon as it is linked to the conversation, without waiting for the conversation to end.
• Context:
  • Status: pending, ongoing, snoozed or closed, with the time the status started. For a snoozed conversation, the end of the snooze also shows.
  • Duration: it increases live as long as the conversation is open.
  • Project and Channel.
  • Agent: the agent or bot handling the conversation, with their role.
  • Type of conversation: the tags of the conversation, if any.
• Customer information: last name, first name, email, phone, address and IDs of the visitor. For a conversation on a third-party channel, the list adapts (username, profile page).
  • Edit opens the visitor's contact record in a new tab.
  • Block visitor blocks this visitor.

The visitor's past conversations

The Past conversations card lists the closed conversations of the same visitor over the last 3 years. The number of conversations shows next to the title. Click the card to expand it.

For each conversation: date, duration, ID, agent, CSAT, NPS and revenue. Click Read to open it in the card.

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 Pending and associated with an agent: Remove assignment button;
• the conversation is Ongoing: Release button.

To release the conversation:

1. Click Release or Remove assignment.
2. In the confirmation window, click Confirm.

The Conversation successfully released message confirms the action. 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.

End a conversation

The End button is available for a pending, ongoing or snoozed conversation.

1. Click End.
2. In the confirmation window, click End chat.

The conversation with the visitor stops: they will need to start a new one to contact you again. A message confirms the closing and you go back to the previous page. The report data updates within a few seconds.

Ending a conversation from the report removes conversations that no longer need to stay open, for example when the visitor has left or a conversation has been pending for too long.

• Who can end a conversation: administrators, whatever the status, and managers, for a pending, ongoing or snoozed conversation.
• Satisfaction survey: if it is enabled, it shows on your website when the visitor is still there at the time of closing, and may also show when they come back. On third-party channels, sending depends on the channel.
• Transactions: a purchase is attributed to the last agent or bot who wrote to the visitor before the purchase.
• API: the conversation status shows the user who ended it (closedBy field of the GraphQL API).

Send an internal note to the agent

The internal note helps the agent during the conversation: information about the customer, an offer to suggest, an instruction.

1. Type your message in the Add an internal note field, below the thread.
2. Click the send button, on the right of the field.

The note reaches the agent's desk and is added to the conversation thread, under Private message from your manager. The field is cleared.

The note stays in the conversation history: any administrator or manager who opens the conversation sees it.

The field is disabled in the following cases. Hover over the send button to see why:

• the conversation is closed;
• the conversation does not take place on your website chat: third-party channels, call and video do not receive notes;
• the conversation is not ongoing, or no agent is handling it;
• the conversation is handled by a bot or by the Assistant;
• you are neither an administrator nor a manager.

Read all the conversations of an agent

In the Online agents table of the Live activity report, an agent's Read button opens all their ongoing conversations on a single page. The same button exists in the Supervision report.

• The arrows next to the counter (for example 1 / 3) switch from one conversation to the next.
• Each conversation shows as on the page of a single conversation, with the Release button and the internal note. The End button is not there.
• Only ongoing conversations are shown. The Read button is greyed out when the agent has no ongoing conversation.

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

 

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.