Talkative Live Dashboard Overview

Modified on Wed, 31 Jul at 10:58 AM


Who can use this feature?

Licence
Role
Teams LicenceAgent
Business Licence
Supervisor
Enterprise LicenceAccount Holder


What will you learn from this article?


Live Dashboard Key Features

Our live dashboard has prebuilt dashboards displaying vital interaction data and agent performance metrics. We recommend taking a closer look at some of the highlighted features to help you customise and utilise the functionality:




Alerts & Announcements

You can set up an alert in the top right corner and send an announcement. 


Alerts: You can create push, email, or SMS notifications about specific information you are interested in, such as the average wait time exceeding a certain threshold. 


Announcements: This button allows you to send a message to customers who are currently queuing. For example, you have to close the queues unexpectedly.



Prebuilt Dashboards: Chat Monitoring

You will find several prebuilt view tabs at the top of the dashboard view; these focus on different aspects you’ll be reviewing such as agents, queues, and CSAT scores. 


Chat monitoring allows supervisors to view all active chats, enabling them to assist agents by sending internal messages that remain unseen by customers. This functionality is called 'whisper', you can find more information about it here



Creating A New Dashboard Or Editing An Existing Dashboard

There are several ways to create and customise a dashboard with the information that's important to you. Please follow this guide to learn how to create and edit dashboards. 


The blue 'New Dashboard' in the top right corner allows you to create a new dashboard by selecting the widgets you'd like to use.  Alternatively, you can click the 'Duplicate' button on a dashboard and then the 'Edit Dashboard' button if you want to make changes without editing the original.


You can remove a dashboard by selecting the red 'Delete' button. 



Time Travel Mode

Our live dashboards present you with the data of interactions currently taking place; if you’d like to review a previous date / time you can do this with our time travel button. 


At the bottom right of the screen, you'll see an hourglass icon. Select this and enter the specifics of your search. 


Data is backdated to the 31st of January 2022.



Copy Embed URL

If you want to share or display a live dashboard , you can do so via the ‘Copy Embed URL’ button. The URL you are presented with can be shared and viewed without the recipient requiring Talkative account access. 




Frequently asked Questions (FAQ's)

  • Q:How to filter to only see online agents and queues?



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