​

How to Access Live Insights

• You can access Live Insights from the primary navigation. To open, click the Live Insights link.

​

How to Access a Queue or Queue Group

Live Insights provides different views of queue performance data:

• Overview of all queue activity, including queue groups and organizational groups.
• Single queue and queue groups, which display queue and agent performance data.

You can access single queue or queue group in two ways:

1. From Overview, click a tile → the relevant queue details page opens.
2. From the queue dropdown, select a queue or queue group.

​

Navigate Away from a Single Queue or Queue Group

You can navigate back to the Live Insights Overview, or to a different queue or queue group.

1. Back arrow: on click, the Live Insights Overview opens.
2. Queue channel indicator: indicates if the queue is a voice or chat queue.
3. Queue dropdown: on click, you can select a different queue or queue group.

​

Channel-based Queues

Queues and queue groups host channel-specific content. ASAPP supports three queue types:

1. Chat queues: includes all digital channels such as Apple Messages for Business, Web, SMS, iOS and Android.
2. Voice queues: includes all voice channels in one queue.
3. Queue groups: groups are made of aggregated queues of a single type. Each group contains either chat queues or voice queues. The number of queues in the queue group displays below the channel icon.

​

Access Queue Performance and Conversation Data

Single queues and queue groups include two views: performance data about the queue and conversation activity data.

1. Performance: Click to access the performance data of the queue, as well as agent performance data and customer feedback.
2. Conversations: Click to access conversation activity, view transcripts, and send whisper messages.