What is this feature and why you should use it.
This feature provides real-time data on current interactions, including the number of interactions, trending topics, and wait times. It allows you to monitor live conversations, send internal messages to agents, and review CSAT scores. The customisable dashboard offers an overview of agent performance and can be displayed externally. Use it to stay informed and manage customer interactions effectively.

Who can use this feature?

What will you learn from this article?

• Live Dashboard Key Features
  • Alerts & Announcements
  • Prebuilt Dashboards: Chat Monitoring
  • Creating A New Dashboard Or Editing An Existing Dashboard
  • Time Travel Mode
  • Copy Embed URL
• Frequently asked Questions (FAQ's)

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?
  • A: Take a look at this guide for filtering data.