The View Status Tab

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The View Status tab is an interface of the Chat Workspace, which is displayed if you have the Manage Media Chat Permission. The View Status tab enables a Supervisor to view real time reports for Chat.

The following table describes the reports that can be viewed in the View Status tab:

Report

Description.

Chat Sessions by Teams

This report displays a Table View and a Chart View of data on:

•   Total number of chat sessions in each Team.

•   Number of chat sessions accepted by Users in each Team.

•   Number of chat sessions routed to each Team, but not yet accepted.

This report also displays the total load across Teams, which includes:

•   Total number of Proactive chat sessions.

•   Number of Proactive chat sessions that were accepted.

•   Number of Proactive chat sessions that were not accepted.

Chat Sessions by Users

This report displays load details for all Users who are logged on to Talisma.

Chat Sessions by Teams and Users

This report displays the number of sessions handled by Users in a selected Team.

When you select the User Analysis Across Teams report from the Select Report to run list, a Team list is displayed. You must select the Team for which you want to view the report.

Chat Time and Session Analysis

This report displays a Table View of data containing the following details:

•   Time (in Sec.):

This section of the report includes information about the average Wait time for chat sessions across Teams.

•   Session:

This section of the report displays information about the total number of sessions in Talisma, and the number of sessions accepted. It also displays the number of sessions that are routed to Users across Teams, and have not yet been accepted.

•   Users:

This section of the report indicates the number of Users who are currently logged on to Talisma.