Creating views

By default on the live chat screen, you have the following views:

• You - Chats assigned to you.

• Assigned - Chats currently in progress.

• Unassigned - No agent is assigned to the chat.

• Closed - Historically closed chats.

• SLA breached - Chats whose SLAs are breached

If you want to create your own view based on your criteria, to keep track of certain chats follow these steps:

• On the live chat screen, click ' + views'

• Give the view a name

• Define your filter criteria by adding conditions

• Click 'Create view'

Note:

• All views are static and are not refreshed in real time.

• To see the updated chats, refresh the page.

• Views created are accessible to all users.