New SLA Labels to Identify Chats with Longer Wait Times

wolkvox Agent incorporates new visual SLA response labels in the active conversations tray.

When this functionality is enabled by the administrator from wolkvox Manager, each conversation displays a timer accompanied by a color. This indicator allows the agent to know how long a chat has been unattended and quickly decide which conversation to handle first.

The visual traffic light works as follows:

• Green: The conversation has been unattended for between 0 and 2 minutes.
• Yellow: The conversation has been unattended for between 2 and 5 minutes.
• Red: The conversation has been unattended for more than 5 minutes.

The timer appears directly next to the chat within the list of active conversations, so the agent does not need to open each interaction to check its waiting time.

Benefits

• Greater visibility of workload: The agent can quickly recognize which conversations are recent and which require priority attention.
• More organized inbox management: The labels make it easier to organize the handling of multiple chats based on how long they have been waiting.
• Lower risk of unattended conversations: The progressive color change helps detect chats that might go unnoticed in the tray.
• More timely responses: The agent has a direct reference to reduce waiting times and improve compliance with the SLAs defined by the operation.
• More consistent service experience: The functionality helps maintain common prioritization criteria among all agents.

How to Use SLA Labels in wolkvox Agent

No additional configuration is required by the agent. The functionality will appear automatically once the administrator has activated it from wolkvox Manager.

To use it:

• Log in to wolkvox Agent.
• Access the "Conversations" section.
• Review the list of chats in the "Active" tab.
• Observe the label located next to each conversation. This shows the time elapsed without attention and changes color according to the alert level.
• Prioritize yellow or red conversations to prevent them from continuing to accumulate waiting time.

The timer updates as time progresses, allowing the agent to monitor the status of their conversations directly from the inbox.