Search, filter, and sort chats & tickets

Search and filter live chats

Supervisors can:
  • Search for a customer.
  • Filter by channel.
  • Filter by chat sentiment.
  • Filter by flagged chats.
  • Filter by pending chats.
Using the search and filter functions in the panel on the left, you can also search for a specific agent or filter by department.

Search, filter, and sort closed chats

In the Closed tab, select whether you want to search/filter all closed chats, or only that of a specific agent.
You can:
  • Search chats
  • Filter on date range
  • Filter on channel and sentiment
  • Sort on customer satisfaction ratings and chat end dates

Search, filter, and sort tickets

In the Tickets tab, select whether you want to search/filter your Unassigned, Assigned, or Closed tickets. You can:
  • Search tickets.
  • Filter on date range.
  • Filter on channel and sentiment.
  • Sort on date when the ticket was opened, assigned, or closed.
  • For Closed tickets, you can select to view only those closed by yourself.
  • Select Unassigned tickets and assign it to agents or close them.