The Chat Desk dashboard

The Chat Desk dashboard is only available to Supervisors.

The Chat Desk dashboard serves as the "home page" from where you can:

• Monitor agent performance and customer behavior.

• Configure various account settings and preferences.

• Set up and manage departments.

• Download transcripts.

• Access the Agent Desk and Supervisor Desk.

Launch the Chat Desk dashboard

1. Navigate to My Workspace -> Chat Desk from the Clickatell Portal.

2. Click Launch Chat Desk to open the Chat Desk application in a new tab.

You can also save this URL and access it directly.

From the top section, you can:

• View basic metrics and launch your Supervisor and/or Agent Desk.

• Configure your Chat Desk settings and preferences.

• Set up and manage your Chat Desk departments.

The bottom section shows live summary data relating to agent and customer engagement.

You can select multiple departments at a time to get a consolidated view of chats and performance across all teams, but should note the following:

• The Agent Performance widgets always display aggregated data based on the selected departments — whether a single department or multiple departments are chosen.

• The Agents Available widget in the Agent Performance section reflects the total count of unique available agents across all selected departments.

• The Performance Breakdown table dynamically updates and adjusts according to the departments selected (single or multiple).

  • Within the Performance Breakdown section, the Agents Available metric shows the number of agents available for each department.

  • If agents belong to multiple departments, these counts may appear higher than in the Agent Performance widget. This difference is expected, as each department’s availability is represented individually.