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Monitoring Offline Messages
Updated on 2024-10-12 GMT+08:00
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 current tenant has available WhatsApp, 5G RCS, web, email, SMS, Instagram, and Telegram channels.
Procedure
- Sign in to the AICC as an agent and choose .
- 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
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.
- Click
Parent topic: Monitoring Management
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