Search, filter, and sort chats & tickets
Supervisors can:
- Search for a customer.
- Filter by channel.
- Filter by chat sentiment.
- Filter by flagged chats.
- Filter by pending chats.
Using the search and filter functions in the panel on the left, you can also search for a specific agent or filter by department.
In the Closed tab, select whether you want to search/filter all closed chats, or only that of a specific agent.
You can:
- Search chats
- Filter on date range
- Filter on channel and sentiment
- Sort on customer satisfaction ratings and chat end dates
In the Tickets tab, select whether you want to search/filter your Unassigned, Assigned, or Closed tickets. You can:
- Search tickets.
- Filter on date range.
- Filter on channel and sentiment.
- Sort on date when the ticket was opened, assigned, or closed.
- For Closed tickets, you can select to view only those closed by yourself.
- Select Unassigned tickets and assign it to agents or close them.
Last modified 1mo ago