Sangoma CX Digital Channels Monitoring Guide
- Alfredo Gonzalez (Deactivated)
- Bob Young
Introduction
Sangoma’s CX Digital Channel Monitor provides detailed information, that assists Supervisors and Managers, monitor the different CX Digital Channel conversations taking place in the Contact Center.
How to access the Digital Channels Monitor
Log into the CX system as an Admin, Supervisor or Manager.
Select Contact Center from the menu at the top of the page.
Select Digital Channels Monitor.
The monitor page will open with All Inbox Conversations selected and your conversation selected ( Mine ). The conversations can be filtered by Inbox, Open conversations, or Parked Email conversations.
Email Conversations
Chat Conversations
Display Options
The different sections of the Monitoring page can be collapsed or expanded.
① Collapse or expand the Inbox panel on the left side.
② Hide the Conversations List
③ Expand or collapse the Conversation Details section on the Right side of the page
④ Expands the reply entry box.
Digital Channel Reports
Digital Channel Overview
Open Conversations
This section provides counters based on the conversations matching the filtered criteria. The three counters available are:
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