How the instant workload monitor works

Goal

You know how the instant workload monitor in the Mobile Service Cloud works.

Who can it help?

- Manager
- End user

How the instant workload monitor works

At the upper right corner of your dashboard you can find the instant conversations workload monitor. The monitor helps you by alarming you if there are any waiting instant conversation and if they are past the waiting time. Instant conversations are live chat and Whatsapp conversations.



In the above image you see the instant conversations workload monitor at the left. In this example there's a capacity for 12 instant conversations and there are no waiting instant conversations. The capacity is calculated based on the availability for instant conversations of all the users in the Mobile Service Cloud.

When a customer reaches out via a instant channel the monitor will show there is a new waiting instant conversation.



If the owner of the instant conversation doesn't reply within 30 seconds an alarm bell will appear to give it more attention.

Clicking on the instant workload monitor will open the instant conversations workload inbox and gives you an overview of all the waiting instant conversations. Is above case there would be one but there could appear multiple depending on the amount of waiting instant conversations.