You can find all conversations that are currently connected to an agent in Live Insights.

Performance data updates automatically in Live Insights. If a conversation’s metrics are outside their target range, alerts display.

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Conversation Activity

The conversation activity table is the bread and butter of real-time monitoring.

You can see all conversations currently assigned to an agent. You can sort content by performance metrics to provide you with the view that is most relevant to your needs. Live Insights automatically refreshes performance data every 15 seconds.

Furthermore, you can access live transcripts for each conversation currently assigned.

  1. Links: Provides a quick entry point to view historical transcripts or performance data.
  2. Conversation count & refresh: Displays the total conversations displayed in the table. Live Insights updates the content automatically every 15 seconds.
  3. Sorting: You can sort the content by each of the metrics captured for each conversation. You can sort all columns in ascending/descending order. To sort, click the column header. Click the header again to reverse the sorting order. Default: Ascending by time assigned.
  4. Conversations: Each conversation currently assigned to an agent displays as a row in the Conversation Activity table. Metrics associated with the conversation display and update dynamically.
  5. Metric highlighting: Metrics that have assigned thresholds are highlighted. See ‘Metrics Highlighting’ for more information.
  6. Alerts: When an event is recorded, it displays in the column. Not all conversations will include an event.

See Alerts, Signals & Mitigation for more information.

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Conversation Data Anatomy

Each row in the conversation activity table lists performance data.

The chart below outlines data available in Live Insights for each chat conversation.

  1. Issue ID: Unique conversation identifier assigned to a customer intent.
  2. Agent name: Name of the agents handling the conversation.
  3. Channel: Detected channel the customer is engaging with.
  4. Intent: Last detected intent prior to the user being assigned to the queue.
  5. Time Assigned: Time the conversation was assigned to an agent.
  6. Handle time: Current handle time of the conversation.
  7. Average Response Time: Average time it takes an agent to reply to customer utterances.
  8. Time Waiting: Time since the last message that the sender has been waiting for a response.
  9. Alerts: Event-based signals recorded throughout the conversation.
  10. Queue name: Name of the queue the issue was assigned to. This feature only displays in Queue Groups. Click the queue name to go to the queue details view.

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View a Live Transcript

Each conversation connected to an agent includes a live transcript that you can view.

The transcript updates in real-time. You can send a Whisper to the agent from the transcript.

  1. Open transcripts: To view a transcript, click any row in the Conversation Activity table.
  2. Transcript: The transcript updates in real-time. Handle time is displayed, alongside conversation data (issue ID, agent, channel and intent.)
  3. Close transcripts: To close a transcript, click the Close icon.
  4. Whisper: A Whisper allows you to send a discrete message within the transcript that agents can see but is hidden from customers.

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Conversations: Current Performance Data

Current queue performance data displays to the right of the activity table.

These metrics encompass all conversations currently in the queue or connected to an agent.

You can view a drill-down, enhanced view of the performance data under the Performance page.

  1. Queue Activity: Includes ‘Queued’, ‘Avg current time in queue’, ‘Average wait time’, and ‘Average time to assign’.
  2. Volume: Includes ‘Offered’, ‘Assigned to agent’, and ‘Time out by agent’.
  3. Handle & Response Time: Includes ‘Average handle time (AHT)’, ‘Average response time (ART)’, and ‘Average first response time (AFRT)’
Queue Overview (All Queues)Performance Data