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The New Manager Tools

  • Messaging

Updated ~ minute read

Our modern Messaging platform includes two new tools for managers. These are the Agent Workspace for Messaging and the Manager Workspace. 

Tip: If your organization is still using our legacy Live Chat platform, we encourage you to consider switching to Messaging. Besides these new tools, you will enjoy many other benefits and new features. 

If you have the right permissions, you can access these manager tools from the Engagement Portal. (Learn how to log in to the Engagement Portal.)

Different features within manager workspace

Note: If you use both our modern Messaging and legacy Live Chat platforms, both sets of manager tools are available to you. Use the tools described in this article for engagements that use our Messaging platform. To monitor engagements that use our legacy Live Chat platform, continue to use the Agent Workspace for Chat.

Agent Workspace for Messaging

The Agent Workspace for Messaging enables managers to search, filter, and view conversations. You can also take action, such as joining a conversation, transferring it to another skill, closing it, and more.

This workspace includes two sections:

  1. My Conversations: The list of active and current conversations that you as a manager have joined.
    Manager Active Conversations
  2. All Conversations: Use this tab to search for and view previous or closed conversations for all agents you manage. (Learn more about the All Conversations tab.)
    All conversations within manager workpace

    Important: If you get a notification pop-up for a new conversation, you don't need to answer it here. Any new conversations will be routed to agents logged into Dynamics, who can answer using the Agent Widget. If you do choose to answer a conversation here in the workspace, be aware that a Chat Activity will not be created for it in the Dynamics 365 CRM. 

Manager Workspace

The Manager Workspace shows you real-time information on the state of the current shift. It includes key metrics such as queue length, CSAT levels, and agent utilization/efficiency. This can help you to balance workloads, understand bottlenecks, and see if daily KPIs are met. You can learn more in the Enhanced Manager Workspace user guide. 

Note:
• The agent statuses shown here are for those logged into the Agent Widget in Dynamics and for Supervisors and Administrators logged in to the Engagement Portal.
• The data shown here is only for engagements that use our modern Messaging platform. 

Manager

Metrics that are available as widgets:

  • Queue Summary Widget: Shows the number of conversations waiting for agent assignment
  • Activity Summary Widget: Gives a high-level "health check" of your group’s real-time performance
  • Agent Widget: Shows all agents under the manager who is currently logged in
  • Bot Widget: Shows all bots connected to the Conversational Cloud
  • Skills Widget: Allows the manager to track the performance of multiple skills
  • Conversations Widget: Enables the manager to drill down to the conversation level

 

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