Enable actions in ongoing conversation report for customized reports

Important

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Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	Oct 31, 2024

Business value

When customers extend the out-of-the-box real-time analytics, supervisor actions such as assign, transfer, force close, and monitor don't work. This compromises the extensibility feature because supervisors have to toggle between two versions of the real-time reports. By enabling these actions within customized reports, supervisors can fully use the real-time analytics and customize them to their needs without losing functionality.

Feature details

Supervisor actions such as assign, transfer, monitor, and force close will be enabled within customized reports.

• Monitor: Supervisors can view ongoing conversations, customer sentiment, and agent responses in real time.
• Assign: Supervisors can assign conversations to specific agents based on availability and skill.
• Transfer: Conversations can be transferred to another agent as needed.
• Force close: Supervisors have the ability to end conversations.

Additional resources

Assign, transfer, monitor, or force close conversations in customized reports (docs)