Viber¶
Go to Listings β Interactions β Viber to see every Viber conversation handled in your contact centre. Use it to find a conversation by sender, contact, agent or queue, to read the messages, or to export conversations for a period.
Interactions and activities
This list shows interactions β the customer's conversation itself. The agents' work on each one is recorded as activities; one interaction can contain several activities, e.g. when it is transferred to another agent. See Interactions and Activities for an example timeline.
You only see interactions from the queues and users your rights make visible to you β their Queues and Users tabs β and only if your access includes this listing. If something is missing, ask your administrator.
Viber Chat List¶
When you open Viber, the Time filter will be set to Today by default. If you want to see a different time period, select one of the presets or set up your own. You can also filter by User and Queue (and their groups), Contact and Sender (this will also filter the recipient). Check the Crossed out eye symbol to view deactivated users and queues. Click Search to apply your filter. You can also use the Advanced filter just above the Search button. To sort your interactions by a column, click its title. Click it again to reverse the sorting. Click Export to open the Export dialog where you can download a table with your interactions in .xlsx or .csv format. See Bulk Operations for detailed export instructions. See Column Name Overview for a description of individual columns in the list and export file.
Interaction Details¶
Click the Eye button in the Actions column to open the interaction details.
Tip
If you need to send a link of the interaction details to someone, you can use this format β http://yourcompany.daktela.com/listing/activities/?activityDetail= followed by your interaction's Unique name. You can find the Unique name in the interaction details in the Activity tab. When someone opens the link, the interaction details will open straight away.
The top of the detail contains a list of activities that are part of the interaction. You can:
- open the contact or account in the CRM module, pair with an existing contact or add a new one.
- open the associated ticket or merge the activity with a ticket.
- open or add new QA review.
There are two tabs below the activity list:¶
Vbr¶
The Vbr tab contains info about the interaction. See Column Name Overview for a description of individual items. You can start a new activity by clicking the Viber icon. The Chat transcript is underneath. You can see the process the interaction went through in your contact centre at the bottom in Process of vbr.
Activity¶
The Activity tab contains info about the activity selected in the List of activities. If there is more than one activity in the interaction, select the activity you want to see by clicking its title. Focus time: The amount of time the agent spent working on the activity with the activity tab focused. Example: When an agent is working on two chats at the same time, switching from one to the other, Focus time in chat 1 is stopped every time the agent clicks chat 2 and vice versa. Focus disruptions: How many times the agent's work on this activity was interrupted by another activity or by opening another module.
Warning
Focus time anomaly If the yellow warning triangle is displayed in the Focus time field, then the displayed Focus time may not be accurate. This can happen e.g. when the agent's computer shuts down unexpectedly or there are issues with their internet connection.
Anonymise Interaction¶
Click Anonymise at the bottom of the interaction details to delete all CRM contact related data, recordings, attachments, chat messages, email body etc.
Column Name Overview¶
A description of column names in the Messenger chat list and export file.
| Title | Description |
|---|---|
| Time | The date and time of the interaction/activity. |
| Queue | The queue used for the interaction/activity. |
| User | The agent who handled the interaction/activity. |
| Contact | The contact associated with the interaction/activity. If empty, pair the interaction with a contact using the + button. |
| Viber contact / External contact | The name of the Viber account. |
| Title | The name of the interaction β contact name will be used if available. |
| Answered | Whether the interaction was answered or not. |
| Wait time | The time the interaction spent in the queue. |
| Duration | The duration of the interaction/activity. |
| Ended/Disconnection | Shows if the interaction was ended by the agent or the customer. |
| Connector | The Viber routing used with the queue. |
| Missed | Missed interactions that have not been contacted back. 0 = no longer displayed in Missed activities. 1 = displayed in Missed activities, NO = missed activity has been contacted back. |
| Missed time | The time the interaction was missed. |
| Direction | Displays if the interaction was incoming or outgoing. |
Next Steps¶
- To see trends rather than single conversations β volumes, service level, handling times β see How Reporting Works.
- To review how well conversations were handled, see How Quality Works.
- To export or anonymise many interactions at once, see Bulk Operations.