The Live View page enables real-time monitoring and management of customer conversations with AI agents. This interface is designed to give support teams immediate access to ongoing interactions, allowing for quick intervention if necessary to maintain a high level of customer service.

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Overview

The Live View interface consists of three main sections: the Conversation List, the Conversation Details Panel, and the Settings Sidebar. Each section provides tools to monitor, manage, and customize the live conversation experience.

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Conversation List

The Conversation List displays all active conversations, providing key details to help you quickly identify and select conversations for further monitoring. Columns in the list include:

  • Contact: Customer’s contact information, such as a phone number or username.
  • Duration: Total conversation length in minutes and seconds.
  • Sessions (24Hrs): Number of sessions the customer has had in the past 24 hours.
  • State: The current state within the conversation flow (e.g., Initial, Information Gathering).
  • Functions: Lists any functions the AI agent has executed during the interaction.

Selecting a conversation opens it in the Conversation Details Panel for an in-depth view.

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Conversation Details Panel

The Conversation Details Panel provides a detailed view of the selected conversation, enabling real-time monitoring and management. Key elements in this panel include:

  • Conversation Flow: Displays the ongoing exchange between the customer and the AI agent.
  • Conversation Details: Summarizes important information, including:
  • Platform: The medium used for the conversation (Phone, SMS, Web, Email).
  • Contact ID: Unique identifier for the customer.
  • Status: Current status of the conversation.
  • Top 3 Sentiments: Key sentiments detected, such as curiosity, remorse, or sadness.
  • Voice: Displays the voice variant used if the conversation is a phone call.
  • Duration: Length of the call.
  • Start: Start time of the conversation.

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Actions Menu

In the top-right corner, the three-dot menu offers several options to manage the conversation:

  • Transfer: Allows you to transfer the call to an internal contact. Selecting this option opens a list of Internal Contacts (configured in the Internal Contacts page), making it easy to direct the call to a specific department or person.
  • Caller History: Provides access to Past Calls associated with this contact, helping you review previous interactions.
  • New Tab: Opens the conversation in a new tab, allowing for focused monitoring or multitasking.

These controls facilitate efficient management, ensuring that customers receive the right assistance.

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Transferring A Call

If you feel that a conversation requires human intervention, you can transfer the call to an internal contact. When you choose Transfer from the actions menu, a dialog appears, allowing you to select from a list of Internal Contacts for call redirection. This is useful when the AI agent cannot fully handle the customer’s needs and a human representative is required.

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Settings Sidebar

The Settings Sidebar on the Live View page offers various options to tailor the experience. Here’s what you can configure:

  • Auto Open: Automatically opens new conversations as they appear in the list.
  • Audio Alert: Plays a notification sound when a new conversation starts.
  • Auto Clear: Automatically removes completed conversations from the list.
  • Max Conversations: Limits the maximum number of conversations that automatically open, preventing the interface from becoming overloaded.

These settings provide flexibility, allowing support agents to personalize their monitoring setup to suit their workflow.

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Summary

The Live View page is an essential tool for real-time customer support, enabling quick access to active conversations and providing options to intervene when necessary. With configurable settings, sentiment analysis, and transfer options, support teams can ensure efficient and effective management of AI interactions, enhancing the overall customer experience.

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