Monitoring Offline Messages

The customer service representative can view the number of offline customers and offline messages in each channel to understand the business handling pressure, adjust agents, and improve service quality.

Prerequisites

The following channels are available under the current tenant:

WhatsApp
Web
Email
SMS
Instagram
Telegram

Procedure

Sign in to the AICC as an agent and choose Monitoring > Offline Message.
View the number and trend of offline customers and offline messages in channels.

By default, a tenant administrator has the permission on the Offline Message Monitoring menu. If the agent has no such permission, contact the tenant administrator to add the permission.
- Click Selection of Organization. This parameter is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, you can query offline messages by OU. In addition, a non-administrator account that is not configured with the OU permission can query only employees under the current OU.
  OU selection:
  - After Include Sub-Organizations is selected, offline messages of sub-OUs can be queried. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected.
- Click to refresh the data in the list.
- Select a channel from the Access channel drop-down list to view the data of offline customers and offline messages in the channel.