Monitor and Analysis

Imagicle Smartflows offer several ways to monitor user conversations.

From the left menu bar you can access to:

• Monitor: allow to check in real time what’s happening from understanding how many conversation are unassigned or those that are managed by bot or agent. Visible to both Agent and Administrator users:

  • Agent can only check information assigned to them;

  • Administrator can check and manage information related to any user.

• Analytics: is the section that allow to check any analytics in deep-dive visible only to Administrator users.

• Activities: this section allow to track agents' activities on the system and hold them accountable for their actions.

• History: in this section are saved all the closed/resolved conversations and are accessible to all users.