We recently enabled the Live Conversation Counter feature and have observed a few issues/gaps that require attention:

1.Counter Start Time vs. Bot Session

The counter currently starts during the bot session; however, bot responses are not being counted as agent responses. If bot interactions are not considered part of agent handling, then the counter should ideally start only when the conversation is escalated to a human agent.

2.Counter Reset on Session Change

The Counter should reset whenever there is a session change to ensure the counter accurately reflects the active handling session.

3.Supervisor Visibility

Currently, there is no visibility of this counter for supervisors in the Ongoing Conversations Dashboard. This visibility is important to enable supervisors to monitor and analyze agent performance effectively.

4.Alignment with Timeout Timer

The Live Conversation Counter should be aligned with the Timeout Timer. We have observed that, for the same conversation, the start time of both timers is not the same and there is a gap of approximately 2 minutes.

5.Timer Visibility After Supervisor Monitoring

If a supervisor monitors a conversation and closes the tab, and later the same chat gets assigned to them as an agent, the counter is no longer visible for that conversation. This behavior needs to be reviewed.

These are the key gaps currently identified in the feature, and addressing them will significantly improve usability and operational effectiveness.

Kindly review and advise on the feasibility of resolving these points at the earliest.

Regards,

Huma A.