Open Conversations
128
Customer + internal
Communications
Team Chat
Internal channels and customer-facing conversations with optional bot handoff and agent presence controls.
First Response
1m 48s
On target
Bot Handoffs
23%
+2.4%
Operational Queue
Priority Workflow| Item | Owner | Due | Status |
|---|---|---|---|
| SLA at-risk queue: Client Vega | TL Chat Ops | Now | alert |
| Reassign conversation (off-shift) | WFM + Chat | 30m | warn |
| Moderation export request | Compliance | Today | ok |
Activity Feed
11:14
Bot session escalated to agent pool LOB-1.
10:33
Presence heartbeat gap detected for 2 agents.
Yesterday
Customer channel retention policy applied.