Tuesday, June 10, 2014

Improved Activity for monitoring and reviewing chats

We've packed all sorts of exciting new features into the revamped webclient for staffing, which is now out of the beta phase: canned messages, instant access to staffing info, and geocoding. And now we've also updated the Activity tab, available in both the revamped webclient and admin site. The main US server and Canadian regional server already have this update; the Europe and Singapore regional servers will receive the update soon.

Managing a chat
Following an active chat and hovering over the transfer button.

Chat management has a new look and feel with all the old goodness still intact. Click any chat to see its transcript (if you opt to store them).  You can pop any chat out into its own window/tab, e-mail the transcript, tag for followup, or block an unruly guest for 24 hours.

And for active chats, you can do even more!  Refresh transcript to follow the conversation, which comes in very handy for assisting colleagues with challenging sessions.  You can also intervene in an active chat by transferring it to a different operator or queue or by sending a file such as a hard-to-locate PDF.


Managing chats in bulk

Personalize your grid. Choose which columns you want to see.  Don't use profiles?  You can hide that column from view entirely. Drag and drop the columns to order them the way you want. Grab the column separator to change the width of the column.

Selecting metadata columns to display.

Slice and dice your data. Filter by one or more criteria. If you are working with lots of chats, multiple filters are great for finding the needle in the haystack. Click a column's header to sort the table's data by that column; click again to reverse the sort. View timestamps in your timezone and in either 12 or 24 hour formats.

Chats are filtered by queue and then sorted by duration.
Preparing a filter which will remove chats with our Ron Swanson bot from view.

Your customizations to the default settings will automatically persist between logins and across browsers.

Plus, you can download the tabular metadata in CSV format, download transcripts in ZIP format, anonymize, delete transcripts, or entirely delete the record of chats.  Transcript zip files are available in XML and HTML formats in addition to the original text format. Use the checkboxes to act on a subset of chats. If no chats are selected, all chats are assumed.


Navigating through space and time

The controls at the top of the Activity page help you navigate through time and view chats over a specific date or date range.  Single day navigation is easy using the left-most controls.

Preparing to display chats from Jan 1, 2014 through June 3, 2014.

The Calendar button opens a monthly view.  Click the year at the top of the monthly view to change to a yearly view. The calendar view shows total number of chats per day, and you can select chats by single day or by date range. Ranges can be selected by clicking the first and last days on the calendar or by providing a start and end date. After selecting a date range, you'll be returned to the tabular view now populated with chats from the desired date range.

So there you have it! A whirlwind tour of the new Activity page. Give it a try and let us know what you think.


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