Instant Workload
The Instant Wallboard provides insights to manage the workload of instant conversations. The Wallboard is divided in two columns: Customer awaiting response and CSR awaiting response. All conversations are grouped by ownership. So you’ll see the agent and their conversations in both columns. All conversations show the waiting time, name and channel icon.
Customer awaiting response
All the instant conversations where the customer is awaiting a response from the agent are shown here. When the label “NEW” is visible, the customer is awaiting a first response. A new conversation will turn red after 30 seconds. When a conversation has already been answered, but the customer is awaiting a follow-up response, the time label will become red after 90 seconds.
New conversations and conversations with a red time label are marked as urgent. If you only want to see these conversation, then switch the toggle on the bottom right.
- Average first response time: The average waiting time for the first response within the last hour.
- Average follow-up response time: The average waiting time for all follow-up responses within the last hour.
- New conversations waiting: The number of instant conversations waiting for the first response from the agent.
CSR awaiting response
All the instant conversations that have been answered and are waiting for a response from the customer are shown here.
Total Chats CSR Awaiting: The total number of instant conversations that are waiting for the customer to respond.
Video
Watch the instruction video about the Instant Workload Wallboard below.
