How to monitor the messages of your organization in the Agent Workspace

You can view messages that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Messaging > Grid View: Active Messages permission to see messages in Monitor View.

Messages are grouped on the following tabs:

Messages in queue waiting to be assigned to an Operator.
Assigned to Agent
Messages which have already been assigned to a live Operator.
Closed messages of your organization.

View message details

You can select the level of message details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the message list. Sorting does not apply to the column order in the message list.

You can also filter messages by department and message folder. To do so, click the department selector or the message folder drop-down list respectively.

Depending on what messages you view, the following message details are displayed:

Agent messages
Number of messages the Operator has sent.
Time and date when the message was first answered.
Channel name
Name of your additional messaging channel that has been set up for you.
The city where the customer started the conversation.
Time when the message was closed and was listed on the Closed tab.
The country where the customer started the conversation.
Time and date when the customer clicked the message button.
Customer Email
Email address of the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
The Digital DX department of the Operator.
The messaging folder in Digital DX where the message is saved.
The language of the message, which is English (en-US) by default.
Last message person type
The person who sent the most recent message, which is either the customer or the Operator.
Last message sent
Date and time when the customer's most recent message was received.
Message type
The type of message the customer sent. The following types are supported:
  • Facebook (available for Agent Workspace users only)
  • SMS
  • Message, which represents a conversation on your additional messaging channels
Messaging ID
The unique identifier of the message thread.
Phone number of the customer.
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Time and date when the message was started.
Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

Get the preview of a message
Select a message in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the Customer History panel on the right of the message list.
Search for message threads
You can search for message threads based on any details that you see in the columns. When you type into the Search field above the list of messages, it dynamically filters and lists those messages that contain your search term in any visible columns. For example, you can search for messages an Operator received from a specific phone number.
Filter closed message threads
You can list message threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed message threads. You can also select a custom date-range from the calendar. Click Refresh to list closed message threads for the selected period. Only those message threads are listed where the Closed date is within the defined period of time.
Filter your own messages
You can list your own messages on the Assigned to Agent and Closed tabs by clicking My items above the list of messages.
Transfer messages
You can transfer messages between Operators in your organization on the Queued and Assigned to Agent tabs. Transferring messages is similar to transferring chats. For more information, see How to transfer a chat in the Agent Workspace.
Sort messages by column
Click the column name to sort messages by that order.

Set up warnings for your messages

You can set up warnings to display that there are issues with some of your messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the message was Created or Started.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see message sessions marked in red.

    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.