When clicking on Virtual Agent, you will be able to see the Session monitor tab.
When selecting this tab, supervisors can:
- monitor the ongoing sessions in the Active section [1].
- see the session history in the History section [2].
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.
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.