The number of chat channels is equal to the maximum number of chats to be processed in parallel, and is defined for each agent by the administrator. The chat channel provides an overview of the most important information for the relevant chat. The overview includes:
- The chat channel numbers
- Tenant: A tenant is determined by the category of a chat. A tenant is assigned to a group to which in turn one or more categories are allocated (the administrator carries out the configuration in the Supervisor).
- Category: The category is defined in the Supervisor and is synonymous for the specific topic of the chat. Each category has agents assigned who are skilled in this particular topic and can therefore process customer enquiries efficiently. The relevant category is determined either at the time when the customer accesses the chat, or is provided by the customer.
- Status: The chat status is displayed in a traffic light format and indicates which channel needs the attention of the agent. As a rule, red means an action is required of the agent, e.g. if the customer has sent a message and is waiting for a reply. Green means that no immediate agent action is required.
- Action: The action column informs the agent about the actions currently carried out by the customer. Typical customer actions are waiting, inactive and typing.
- Last Action: Last Action This field displays the time passed since the last action, independent of whether the last action was by the customer or the agent and whether or not the chat has ended.
- Customer: Information regarding the customer name is stored at the time of authentication or name input when the chat request is initiated. This may be static data, and will always contain the value Client if the chat is anonymous.
- Text: The text field contains the last communication sent, lead by the author in square brackets, e.g. [agent] or [name of client].
- Total Time: Here the total duration of the chat is displayed. The timer stops when the chat ends.
Chat channels with unread new messages are highlighted in bold.