Multi-agent collaboration

Multi-agent collaboration, chat transfers and internal chats

To support tier-2 escalations, supervisory assistance, and cross-department collaboration, Provide Support tracks internal agent interactions:

•Agents invited to chat: Counts coworker invitation actions initiated by an agent. Each invitation targets one coworker. Re-inviting a coworker after they leave adds another count.

•Received agents invitations: Counts coworker invitations and transfers received by an agent. Symmetrically mirrors the sending agent's invitation counter.

•Calls to agents: Measures operator-to-operator internal chats initiated by the agent.

•Received calls from agents: Measures operator-to-operator internal chats received from coworkers. Internal calls are accepted automatically and cannot be declined.

•Joined chats: Increments when a supervisor or co-worker actively clicks 'Join' to enter an ongoing visitor chat room from the Monitoring tab. Passive monitoring (viewing transcripts silently) does not increment this counter. If an agent Joins, leaves, and Joins the same room again, the counter increments by 2. Joining an abandoned room after the visitor has left still records an increment.