Admin vs Agent Customer List View

Objective

Differences between admin's and agent's view

Applies To

• Jumper
• Live chat

Procedure

Admin View

1. The admins can view all chats (Bot, Requested & Assigned) in a single list.
2. The admin can (if needed)  take over any conversation even if it is assigned to a particular agent.
3. Admin can utilize certain special filters only accessible to them (eg. Filter chats assigned to a specific agent)
   
   

Agent View

1. The Agent view of the customer list will include 3 separate tabs (Bot, Requested & Active Chats)
2. The Tabs help the agents to focus on chats which require immediate attention.
3. The Bot & Requested tab are common amongst all agents (If an account has multiple agents)
4. The Active Chats is designed to assist the Agent to focus on chats that have been assigned to/picked up by the Agent until marked as Resolved.