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Livechat Overview

The Livechat Overview offers real-time visibility into agent activity, system load, and conversation distribution. It provides key metrics that support effective resource management and operational oversight:

  • Slots: Indicates the maximum number of concurrent chats each operator is permitted to handle. This limit can be configured in the Settings section to align with team capacity and service expectations.
  • Operator Overview: You can search for specific operators and apply a filter to include those who are currently offline. Each operator profile displays real-time status and the number of active conversations, enabling informed decisions when transferring chats to available colleagues.
  • Bot Conversations: Displays the number of users currently engaged in active interactions with the chatbot, without agent intervention.
  • Waiting Conversations: Shows the number of unassigned chats currently in the queue, awaiting operator attention.
  • Live Chat Conversations: Reflects the number of ongoing conversations being actively managed by agents in real time.