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Configure live conversation counter to view customer wait time

The service-level agreement (SLA) live conversation counter shows customer service representatives (service representatives or representatives) a visual indicator of the time elapsed during live chat conversations, where there hasn't been a response to the customer. It helps them monitor SLA compliance and ensure timely and efficient interactions.

Note

The feature supports live chat workstreams only.

Prerequisites

You must be a omnichannel administrator.

Configure the live conversation counter

You can enable the conversation live counter, configure specific time for SLA violations, and define the thresholds for Warning and Urgent statuses.

  1. In the site map of the Copilot Service admin center, go to Workstreams in Customer Support.
  2. Select any live chat workstream, and then select Show advanced settings.
  3. Select Edit or select Turn on timer in the Live conversation counter for customer wait time section.
  4. Select the Turn on live conversation counter for customer wait time checkbox.
  5. In the Add condition for the level of urgency on counter section, fill in the Value and Unit fields for the Warning and Urgent states, as required by your organization.
  6. Save the settings.

Screenshot of configure live conversation counter.

Monitor customer wait time through live conversation counter

Configure advanced settings