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

To create a custom view for tracking specific chats, follow these steps:

1. On the live chat screen, click '+ views'

2. Give the view a name

3. Define your filter criteria by adding conditions

4. 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.