Workspace
The operator’s workspace contains all the functions for working with clients. Before you start a conversation you can change the operator status, set up notifications, check through the history, set up notifications of sessions or send an invitation for a conversation. In addition, if the operator also operates a telephone channel, a telephone handset icon is displayed.
Operator Status
The operator’s status serves as an expression of the operator’s preparedness to accept new clients. In the default setting the operator’s login is in the “Online” state. This status can be changed at any time by the operator by clicking on the Profile icon at the top right corner of the window. Here he has the option to select the Away status without a reason, or a specific away reason (lunch, personal, etc.).
You can change the status back to “Online” in the same manner.
Channel Availability
The first tab shows the operator a list of all communication channels that are assigned to him in the user settings. The operator has the possibility to switch on/off individual channels and thus influence whether sessions of a given session type or email will be queued. The ability to change the state of individual channels can be disabled in the company settings.
Invitation
Invitations are used to directly connect the operator with the client. You need to generate an Invitation code for this connection. The Invitation URL is enough for the client to connect with the operator who generated the invitation link before. Invitations are unique.
Invitations can be one-off or for repeated use (within a defined time period). Default values are available, but it is also possible to define a custom length.
For effective use of the invitation, we recommend that a specific date and time be arranged between the operator and the client.
The exception is an invitation generated via REST API, which can be used repeatedly. At the same time, it's sometimes useful to invalidate some URLs so that they can no longer be used to connect to an operator. For more information, see the REST API in the section For IT specialists.
Notifications
The application allows you to set notifications for new incoming clients or messages from them if the application window is not active (i.e. the operator is switched to another browser tab or the window is minimized). You can set up audio alerts and browser notifications when a new client enters a queue or there is a new message from a client in an active conversation.
For proper functioning it is necessary to have:
Sounds enabled in the mluvii app web-level
notifications enabled (in Google Chrome)
notifications are enabled at the Windows operating system level
External calls
The color of the telephone handset determines the status of the operator's telephone line (readiness to handle telephone calls). Green indicates full functionality, while grey indicates an unavailable or disabled phone channel.
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