Enable actions in ongoing conversation report for customized reports
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 31, 2024 |
Business value
When customers extend the out-of-the-box real-time analytics, supervisor actions such as assign, transfer, force close, and monitor don't work. This compromises the extensibility feature because supervisors have to toggle between two versions of the real-time reports. By enabling these actions within customized reports, supervisors can fully use the real-time analytics and customize them to their needs without losing functionality.
Feature details
Supervisor actions such as assign, transfer, monitor, and force close will be enabled within customized reports.
- Monitor: Supervisors can view ongoing conversations, customer sentiment, and agent responses in real time.
- Assign: Supervisors can assign conversations to specific agents based on availability and skill.
- Transfer: Conversations can be transferred to another agent as needed.
- Force close: Supervisors have the ability to end conversations.
See also
Assign, transfer, monitor, or force close conversations in customized reports (docs)