Response timer and notifications

The Engagement tab displays the elapsed time in seconds when the customer or the agent last responds. The agent can easily determine the most recent responder and identify the engagement that exceeds the Service Level Agreement metrics, if enabled and configured.

Agent initial response alert

You can set an alert to display next to the response timer according to the Agent’s Initial Response Time (IRT) for new engagements.

  • A yellow bubble appears when agent reaches IRT goal.

  • A red bubble appears when agent exceeds IRT goal.

Once the agent provides the initial response, the alert goes away.

Agent response

In the following example, the agent responds last.

It's been eight seconds since the agent responded.

Note: With each response that is sent to the customer, the Response Timer resets to zero (0) and starts counting.

Customer response

In the following example, it’s been eighteen seconds since the customers last response.

The notification indicating a customer response is represented by the red message counter in the Engagement tab.

1 NEW indicates the customer has sent one new message.

Customer response alert

If you enable Visual Alerts, the Engagement tab displays a pink tint and blinks, indicating that the customer is waiting for a response. The agent now has two notifications indicating customer responses.

A blinking red underline appears when the engagement is not in focus.

Notes: The agent can manage the engagements effectively with various notifications that are configurable. The following example displays all notifications, as shown above.