Reviewing Agents' Live Chats

Escalation History allows you to see who a chat was assigned to, what the conversation was about, a sentiment score, and more. If this feature isn’t available to you, reach out to sales@tryswivl.com for more information.

 

The left column gives a high-level view of what occurred. Each entry contains the user’s name, when the conversation was created, and one of the following options:

 

We’ve also included a filter and search bar here for your convenience. If no filters are selected, all chats will be shown. Select a Result or Agent and press Save to see just your selection(s):

 

Select one of the entries to pull up the escalation history in the right column:

 

At the top, you’ll see the user’s name, whether it was a bot or agent-initiated conversation, when the conversation was created, and a link to the full transcript.

Below that, click Generate to see a summary of the conversation along with a sentiment score. The higher the sentiment score, the more positive the conversation was:

 

 

Next, there’s an Activity section that details every step of the escalation process. See below for what each of the emoji means:

🤖 Bot Initiated Escalation

👩‍💻 Agent Initiated Escalation  

🔍 Searched Available Agents

➡️  Assigned to {Agent Name}

💬 Accepted by {Agent Name}

🙅 Rejected by {Agent Name}

🙈 Missed by {Agent Name}

✅ Conversation Ended by {Agent Name}

💤 No Agents Accepted

🚫 No Agents Available

⏰ Outside Hours

 

 

Lastly, we show which agents were available at the time of escalation. We hope that this keeps your agents more accountable: online and available during their shifts.