Manager interface

Dydu Livechat offers the ability to define livechat managers. They have a dedicated interface that allows them to:

• See which operators are connected.

• View the number of connected operators.

• See the number of dialogs.

• View the total number of dialogs conducted throughout the day.

• Display the current conversations for each operator.

• Send messages directly to the operator.

• Send messages to the end user instead of the operator.

• Sending a message to the operator is internal, meaning only the operator will receive it and can respond directly.

• A message can be sent to the operator by clicking on the "Internal Message" tab, ensuring that only the operator receives it and can reply directly. This also allows the operator to respond to the manager through the same tab available on their interface.

• When the livechat manager sends a message to the end user instead of the operator, it is done directly through the chat window. This action remains visible to the operator.

• The operator also has the option to call the livechat manager, especially when needing assistance with a complex conversation. In this case, the supervisor sees the operator's conversation flashing in orange and can initiate an internal conversation with the operator.

• By clicking on the icon , the supervisor can expand the list of an operator's Livechat conversations and display one of them on the right side of the screen by selecting it.