Symptom / Need

As a supervisor or manager, I need to have a clear and detailed view of my agents' performance in handling chats with customers.

Context / Scenarios

The Chats & Interactions section of the Wolkvox Manager Dashboard provides real-time statistics on agent activity across different communication channels.

Answer (Solution/Recommendation)

In the "Chats" tab you can see the number of chats each agent has attended via WhatsApp, web, Telegram, Facebook Messenger and Instagram. This will allow you to monitor the productivity and efficiency of your teams.

Additionally, by clicking on the cell in the “Active Chats” column of a specific agent, you will be able to access the details of their chats, which will allow you to evaluate the quality of the service provided and take improvement actions when necessary.