Two terms are used in the operator panel: dialog and session.
Dialog - correspondence between a client and a bot or operator.
Session - a time period during which communication with a client is in progress. A session starts with the first message from the client and ends when the dialog is closed.
¶ Operator panel elements
- Sessions - active dialogs passed to the operator.
- Clients - list of all clients with whom dialogs were dialoged.
- Help - list of dialogs that are waiting to be assigned.
- Spam - sessions that the operator has marked as spam.
- Search - search by sessions and clients among all dialogs.
- Favourite — sessions that the operator has added to their favourites.
- My rating - current position of the operator in the group rating.
- SL 1 — average operator response time and percentage of sessions with the first operator response within the norm. The time is set by the company administrator when creating a group of operators. For more details, see the article Creating and preparing the operator panel for operation.
- SL 2 — average operator response time and percentage of subsequent operator responses within the norm. The time is set by the company administrator when creating a group of operators. For more details, see the article Creating and preparing the operator panel for operation.
Metrics are displayed for the current month. To refresh the values, click
— data is not refreshed automatically.
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CSI — Customer Satisfaction Index, displayed as a percentage. Calculated based on ratings given in completed sessions.
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Closed sessions - number of sessions closed by the operator since the beginning (00:00) of the current day.
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Operator profile. It consists of the following elements:
- Displayed Operator Name - the name that customers and other system participants see. Usually includes last name, first name and operator ID. It is configured by the company administrator when creating an operator account.
- Sounds - enable/disable notification sounds.
- Messages - enable/disable incoming messages.
- Status - displays automatically:
- Operator online - when incoming messages are enabled.
- Operator paused - when incoming messages are disabled.
¶ Operator Profile Setup
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Log in to operator panel. If you do not have a login name and password, request them from the company administrator.
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Click on the username in the side menu. The operator profile window will open.
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Turn off Incoming messages, e.g. to take a break - the operator panel goes into pause mode. In the pause mode, the operator does not receive new dialogs, but can continue communicating in the current dialogs. If you press again, the operator panel will return to the normal mode of operation.
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Turn Notification sounds on or off. If enabled, select one or more checkboxes:
- In active tab - when there are new messages in an open dialog.
- For inactive dialogs - when there are new messages in other dialogs.
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Select the interface language from the drop-down list above the change password button.
¶ Adjusting the size of the workspace
To switch to compact mode for the interface or dialogs, click the 
button at the top of the panel. In compact mode, the My rating, SL 1, SL 2, CSI and Closed sessions tabs are hidden.
To return to full mode, click 
.