The “All Conversations" tab enables agents and managers to perform two major actions:

1. View and search conversations: All Conversations enables users to search through both open and closed conversations that began in the past 13 months with advanced search and filter capabilities.

2. Take actions on conversations: Managers (or agents with permissions) can perform actions on conversations in real time, such as joining a conversation, transferring it to another skill, closing the conversation and more.

Default view

To access the All Conversations list directly, first select the Agent Workspace icon from the left side navigation. The Agent Workspace will open with an option to click on the All Conversations tab at the top.

By default, the All Conversations list displays conversations that began in the past week. The list is sorted by the conversation’s start time, so that conversations which were recently opened will appear at the top of the list.

Each user may change the time frame for viewing this list, selecting a range of up to 3 months from the previous 13 months. All search and sort items will display conversations within this selected timeframe.

Permissions

Agents and managers will be able to view the All Conversations tab only if they have the appropriate permissions turned on (on by default):

• For managers - “View all conversations” permission.

• For agents - “Handle messaging conversations and access all conversations list” permission.

Conversations Displayed per User

The list of conversations displayed will vary according to each user’s role and permissions:

Available views

Users will be able to view conversations in All Conversations in two modes. Each user can select their desired view mode from the icons found in the top right of the list.

1. List view

Displays a list of both opened and closed conversations with sorting and filtering capabilities. This list includes the full view of available information on each conversation, such as skill, agent name, group, start time and more.

Definitions

• Status - The current status of a messaging conversation. Each conversation must have one of these three statuses below:

In addition, a conversation may have the below indications as well:

• Consumer name - The consumer name appears based on the available information from the messaging channel. For authenticated messaging, if the name of the consumer is known, it will appear here. For messaging channels where the name is unknown it will appear as ‘visitor’.

• Response time - The amount of time remaining until an agent response is required, as defined by the SLA. Conversations where the SLA has been exceeded are overdue will be marked in red.

• Skill - The skill assigned to the conversation.

• Agent name - The name of the agent currently assigned to the conversation. For conversations that were also handled by other agents (e.g. in a case of a transfer), the additional agents will be displayed as well.

• Agent group - The agent group that the agent(s) assigned to the conversation belong to.

• MCS - The Meaningful Conversation Score displays the real-time positive or negative sentiment of the consumer based on natural language understanding.

• Start time - The time the visitor first started a conversation with the agent (displayed in the visitor’s local time), or the time the agent resumed the conversation with the consumer.

• Last message time - The time the last message was sent, by either the agent or consumer, in the conversation. In addition, hovering over the column presents the last message text.

• Duration - The time frame between when the consumer started the conversation until it was closed by either the consumer or the agent. For active conversations the duration displayed here represents the time from the start of the conversation until the moment this data is viewed.

Sorting

• The list is sorted by default by the conversation start time, so that conversations which were recently opened will appear at the top of the list.

• Users will be able to sort the list by

  • 1. Conversation start time

    2. Response time

2. Conversation View

This mode is designed to filter and view conversations that you’d like to see the details of. There are two ways to enter conversation mode:

• Select the ‘conversation mode’ icon from the top right corner

• Click on a consumer name in a selected conversation

This view displays the conversation transcript along with its associated information widgets.

The same list displays on the left with the ability to navigate through the list and read the transcript for each conversation. The list of conversations is the same list that displays in the list view (with only the summary data).

Definitions

• Status - The current status of a messaging conversation. Each conversation must have one of these three statuses: in queue, assigned and closed. Additional statuses such as ‘first time customer’ and ‘in-survey’ will not display in this view.

• Response time - The amount of time remaining until a response is required, as defined by the SLA. Conversations where the SLA has been exceeded and are overdue will be marked in red.

• Consumer name - The consumer name appears based on the available information from the messaging channel. For authenticated messaging, if the name of the consumer is known, it will appear here. For messaging channels where the name is unknown it will appear as ‘visitor’.

• Start time - The time the visitor first started a conversation with the agent (displayed in the visitor’s local time), or the time the agent resumed the conversation with the consumer.

Search and Filter

Agents and agent managers can search/filter conversations with the following parameters (note that the results will display according to the time frame selected in the header of the All Conversations tab):

• Keywords from transcripts

• Duration of conversation

• Agent

• Agent group

• Skill

• Start time

• Status (open and closed)

• Meaningful Conversation Score (MCS)

• Conversation ID

• CSAT

• Summary keywords

• Engagement Attribute keywords

For example: An agent manager can filter conversations by duration. By drilling down further and refining the search, they will be able to pinpoint why the conversations had an abnormal length. Managers can also view all conversations with a low MCS, or a low CSAT, and identify the cause by referring to the conversation transcripts.

Taking actions on conversations (messaging, sending back to queue, transferring, etc)

Managers can now easily join a conversation and perform actions, such as transferring it to another agent or closing the conversation. Managers can join conversations when they are actively handled by an agent, or if they are still in the queue (unassigned). The join option is available from the conversation mode (not from the list mode). Simply click + Join Conversation at the bottom of the transcript, and then you may send a message or take an action.