The Launch Console acts as a dashboard that displays the details of customers waiting in the queue and agents’ status (available and away). Also, it gives a complete overview of the current day’s status. Admins or users with access to the dashboard can view all these details.
Access Launch Console
To access Launch Console, follow the below steps:
- Log in to Process Apps with valid credentials.
- Click Launch Console on the top of the page.
- It lands you on the Process Apps Console page. On this page you can find three tabs:
Today refers to the current day’s activities. It gives an overview of the call and chats activities for the current day. You can find a detailed overview of call and chat statuses as described below.
Active Convos – It gives the count of active calls, chats, and email conversations handled by agents.
Idle Convos – It gives the count of idle call and chats conversations.
Recently Closed – It gives the count of call, chat, and email conversations that were closed recently.
Abandoned – It gives the count of calls and chats that were abandoned.
Chats Deflection – It gives the count of chats that were deflected to calls.
Queue Size – It refers to the total number of customers waiting to connect with agents at any given point of time during the day.
Avg Queue Wait Time – It refers to the average time spent by customers waiting in the queue before they connect to agents.
Count of Users in Queue by Skills – It provides you an overview of the most common skills used in active or idle conversations.
Skills on Demand – It highlights the most commonly used skills.
Avg First Response in Chat – Average time taken by agents to reply/initiate conversation with customers.
Overall Performance of Chat Agents – It gives a pictorial representation of the overall performance of the chat agents. The performance includes average first response time, average customer response time, average agent response time, and the average total chat handling time.
Average Pick-up Time in Call – It refers to the average time taken by agents to pick up customer calls.
Overall Performance of Call Agents – It gives a pictorial representation of the overall performance of the call agents. The performance includes average call pick-up time, average mute time, average call engagement time, and the average total call handling time.
Convos by Resolution Type – It gives a pictorial representation of the resolution type/status of the conversation. The status includes resolved, unresolved, transferred, and drop-offs.
Agent by Resolution Type – It refers to the list of agents broken down by the final status of their conversations.
The Agents tab gives an overview of the agents’ status. You can view agents’ status like agents available to take calls and chats, agents busy attending to other customers, agents who are away or not available, offline agents, and custom agent statuses if you have configured any. You can filter agents based on their status and can search for an agent to check their status. This tab also displays the queue status (calls and chats waiting in the queue).