Autopilot: Session Monitor

In Autopilot > Session monitor tab, supervisors can:

  • Monitor the ongoing sessions in the Active section [1]. 
  • See the session history in the History section [2].

Screenshot 2024-04-01 at 17.55.58.png

To help supervisors monitor the live sessions, the Active tab provides the ability to perform the following actions:

  • Hiding or displaying the escalated interactions [3]. 
  • Searching by contact name or number [4].
  • Filtering the interactions by date, channel, or virtual agent name [5].
  • Seeing the incoming call’s phone number [6].
  • Seeing the virtual agent that is handling the call [7].
  • Seeing the sentiment analysis perceived throughout the conversation [8].
  • Seeing the contact start time and date [9].
  • Seeing the call’s duration [10].
  • Seeing whether the call was escalated at some point [11]. By clicking on the icon, a side drawer will open, containing more information about the escalation.

Screenshot 2024-04-01 at 17.58.07.png

The History tab presents a similar structure, but additionally enables supervisors to clearly identify gaps in the conversations [1] since the rows, containing conversations in which the speech was not fully understood by the virtual agent, are highlighted in red.

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