Sangoma CX Digital Channels Monitoring Guide (Formerly Sangoma Contact Center)

Section

Description

1

This monitor does not refresh automatically, requiring manual intervention from the user to visualize the most up to date information. This can be easily achieved by clicking the “REFRESH” button.

This section also includes a notification area highlighted in yellow, indicating the last time the data was refreshed, reminding users to click the “REFRESH” button to fetch the most recent data.

2

This section includes a filter that allows the user to select the desired inboxes to be monitored. This filter affects the Conversation Counter section and Conversation Detail section providing only the conversations that match that filter criteria.

The default value is empty and therefore includes the conversations from all inboxes created in the tenant.

3

This section provides counters based on the conversations matching the filtered criteria. The three counters available are::

• Open: Displays the total number of open conversations.

• Assigned: Displayed the number of conversations assigned to agents.

• Unassigned: Displayed the number of conversations waiting in the inbox to be assigned to agents.

4

This section provides the details of all conversations matching the filtered criteria. The information provided per conversation is:

• Agent: Name of the Agent the conversation is assigned to. If “-” is displayed, it means the conversation is waiting to be assigned to an Agent. Clicking the Agent Name opens the Agent’s Configuration Screen.

• Inbox: Name of the Inbox that queued the conversation. Clicking the Inbox Name opens the Inbox Configuration Screen.

• Started: Date & Hour the conversation started.

• Inbox Contact Information: Details the entry point of the conversation for the channel.

• Webchat: This is the URL for the WebChat widget that initiated the conversation. Clicking on the URL will open it in a browser tab. Please note this URL could differ to the one detailed in the field “Website Domain” under the General Tab of the Inbox configuration screen. In the Inbox configuration screen the URL collected is as a reference for the administrator, but the one reported by this monitor is the real URL of the site invoking the widget.

• WhastApp: This is the phone number the customer initiated the conversation with.

• Telegram: This is the Telegram Bot the customer initiated the conversation with.

• Actions: Each conversation can be ended by supervisors and managers by clicking the “Resolve” button. This could be necessary in some scenarios, such as Agents that finished their shifts forgetting to log out and then getting a Wechat, WhatsApp, or Telegram conversation assigned, as the system identifies they are available. This will allow the supervisor to free up the Agent and log them out off the platform to avoid getting more interactions.