Presence & availability
Online/away/offline states control routing. Auto-away on inactivity so chats never sit with absent agents.
Har agent ka apna command centre.
Great customer experience starts with agents who know exactly what to do next. The Agent Portal gives every team member a personal dashboard — assigned conversations and tickets, today's shift and schedule, my-performance stats, presence toggle, and notification preferences. Supervisors manage shifts, skills, and teams; agents stay in flow.
Supervisors define teams, skill tags (language, product), and shift rosters — routing respects all three.
Each agent sees only their assigned conversations and tickets, sorted by SLA urgency, with canned replies at hand.
My-performance shows chats handled, response times, and CSAT — agents self-correct before reviews.
Online/away/offline states control routing. Auto-away on inactivity so chats never sit with absent agents.
Agents see their roster; supervisors plan coverage. Routing automatically respects who's on shift.
Personal dashboard: conversations handled, avg response time, resolution rate, CSAT — updated live.
Per-agent control over desktop, mobile, and VoIP push (iOS PushKit + Android FCM) — never miss an assigned chat.
See how this feature is used in your sector.
Focused queues, fair shifts, and visible performance — agents in flow, customers answered fast.