Monitoring

This guide provides an overview of the monitoring capabilities, designed to enhance your understanding of customer enquiries and handling and improve your decision-making process. The monitoring is divided into two main tabs: Enquiries and Queues.

Enquiries

The Enquiries tab allows you to view and monitor enquiries organised into four columns, each representing a different status of an enquiry:

• Open: This column displays enquiries that are currently open and available for staff members to handle.
• Handling: This column shows the enquiries that staff members are currently addressing.
• Missed: This column lists the enquiries that have not been handled and can be followed up on.
• Closed: This column presents the resolved enquiries, marking the conversation's end.

Refer to Enquiries Monitoring for more details.

Queue

The Queue Monitoring Page is a real-time tool designed to track enquiries for the queue. It enhances efficiency and productivity by:

• Showing agent availability, which facilitates resource allocation and prompt handling of enquiries.
• Offering transparency in the enquiry process helps identify and rectify bottlenecks.
• Supporting various distribution methods, providing flexibility to adapt to different scenarios for efficient enquiry handling.

Refer to Queue Monitoring for more details.

Navigating these tabs can help you gain valuable insights and enhance customer service and experience.