V3 WhatsApp Realtime

What’s about

In this section, you can monitor all the activities taking place in the WhatsApp Channel Queues and eventually change its configuration and workflow in realtime.

You can also view the Agent's status on all the available channels and eventually modify it. 

When you enter the Realtime Section you find the following tabs:

Open

Agents

In the real-time section you can monitor Agents at work and change their status on the fly, according to your organization’s needs.

Data can be filtered by Agent Status or by Queue. 

Open

You can see:

• Name and internal number

• Status, which can be:

  • IDLE if the Agent is currently not working on all the channels

  • BUSY if the Agent is currently working on one or more channels

  • PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE: if the Agent is in pause (one of the available types of pause or any Custom Pause defined in Tools: Pause)

  • ONHOLD if the Agent is currently on hold

• Login Time: the time the Agent is logged in

• Pause Time: the time the Agent is in Pause

• Status for each channel

You can click on 3 dots menu of a specific agent and choose:

Queues

In the Queues environment you can monitor the WhatsApp Channel configured queues status:

• Name: the queue name.

• Logged In: total number of online agents associated to the queue.

• Available: number of agents in the queue (online and not in pause) available to receive interactions.

• Paused: number of agents paused in the queue.

• Waiting: number of interactions waiting to be managed in the queue.

For each available queue, you can click on to make changes instantly:

• Edit Queue: use this function to edit the queue and make changes (like the queue strategy or the queue agents timeout)

• Add agents to WA queue:  use this function to add or remove agents from a queue