Pulse

October 12, 2020

Pulse helps track your team members and their conversations in real time. It allows you to view a user’s current status, listen in to ongoing calls, and offer instant feedback to users, so you can help your team deliver better support on the spot

Pulse

Agent Status

StatusDefinition
TalkingUser is currently on a call with a customer.
ChattingUser is currently on chat with a site visitor, or any social channel eg. Messenger.
IdleUser is currently logged in and inactive.
AwayUser is currently unavailable to attend call/chat requests.

In Queue

Number of callers/website visitors currently in queue for the specified team. An indication of how well your team is currently handling inbound call traffic.

Monitor Calls

Monitor calls to assess the quality of support given by your team. Monitoring allows you to listen in to an active call without alerting either calling party. To Monitor a call, simply move your mouse over the call you wish to monitor and click the Monitor button. To exit monitoring, click the button again.

Coach

Provide instant feedback to your team member, allowing them to deliver a better experience on call. Coaching allows you to listen to an active call, while being audible only to your team member and not the customer.

On this page

Introduction

Agent Status

In Queue

Monitor Calls

Coach