Sessions
In this section you will find all sessions of the operator with the customer and their details. You can manage the session table by using the icon for settings in the top-right corner. Here you can choose individual columns and select specific parameters.
To view the session detail click on the row and a new panel opens to the right, where you can switch among the following tabs:
session transcript
general information,
parameters,
session notes (own or made by other operators),
Routing shows the routing sequence and state,
the Recordings tab is displayed only if you have the Recording feature (Audio/Video, Phone) active.
For live sessions, the routing tab can be used by the administrator to manually re-route the session to a specific operator or group of operators. This is useful in case of an emergency, or when the administrator decides that the live session belongs to a more competent operator.
Filtering
In your daily work, you will need to filter all sessions that occurred within a certain time frame, were handled by a specific operator, ended due to a client disconnection or a parameter you defined appeared in the session. You can use the available columns in the session table to do this.
Click on the filter icon in the column header to display the available values or fields for selecting the time.
Initially, only the basic columns are shown in the table, i.e. many others remain hidden. Clicking on the Columns button will display a complete list from which you can select what you need.
You can download filtered lists of sessions using the “Export CSV” button, which you can easily open in Excel or OpenOffice.
Search
For better orientation in the sessions table, you can use the search in the content of individual sessions. In the Search in Content box, type the word or the root word you're looking for. You can then export the filtered results to CSV or HTML and then work with the downloaded file outside the app.
Exporting a session to HTML is especially useful when you need to provide exported data to analyze content to a person who does not have access to the mluvii.
Even in the case of HTML export, it is possible to choose exported columns. Within exported sessions, it is possible to find not only individual messages but also sent files and system messages. Also, you can use full-text search for easier work with export.
Client Redirect
The administrator can redirect ongoing sessions (accepted or not) to a specific operator or operator group if necessary. Every time, an operator is provided with information about operator/group availability.
Reconnect a session with a client
The operator can resume a session that was being conducted via Facebook Messenger, WhatsApp, Apple Messages for Business, or VKontakte and has already been terminated. This allows you to reply to the client after a long time, for example, with a solution to their request.
Session recording
A recording is available for Audio/Video sessions (sessions from WebChat widget or Invitation). In addition to audio/video recording by the client and operator, any screen/file sharing is also recorded).
This is a generally available feature. You need to ask for it if you are interested.
User ban
If necessary, you can use the button in the upper right corner to ban the customer.
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