Overall Introduction to Online Monitoring

——Help you keep track of the overall status of agent operations at any time

The Role Of Online Monitoring

Online monitoring consists of two modules: "Real-Time Dashboard" and "Alert Dashboard". It helps administrators understand the agent's reception pressure and chat alert status.

Main Functions Of Online Monitoring

● Real-Time Dashboard

Display detailed metrics for each stage of the chat and agent performance, helping administrators monitor workload in real time, allocate resources effectively, and adjust service strategies.

Figure 1: Real-Time Mode - Real-Time Dashboard

Figure 2: Always On Mode - Real-Time Dashboard

● Alert Dashboard

Display alert statuses and causes across each stage of the chat, helping administrators determine whether to intervene and stay informed of daily alert conditions.

Figure 3: Alert Dashboard