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

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 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 the 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 them to agents or close them.

Using the filter function in the panel on the left, you can also filter by department.