Communication Page

1. Description

Opens after clicking on a chat record in the registry of the "Chat Audit" page. Displays the chat details and provides the ability to evaluate it (Fig. 1).

Consists of the following elements:

• Information panel — contains data about the chat;

• Conversation block — the chat's message history;

• Evaluation block — the chat evaluation form.

Also contains the "← Back to list" button, which returns to the "Chat Audit" page.

1.1. Information panel

Displays:

• Client — the client's name;

• Operator — the operator who handled the chat;

• Queue — the queue the chat was routed to;

• Gateway — the text gateway through which the communication took place;

• Opened — the date and time the chat started;

• Closed — the date and time the chat ended.

1.2. Conversation block

Displays the complete message history of the chat in chronological order: text messages, audio files, images, etc., indicating the author and time of each message.

1.3. Evaluation block

If the chat has not yet been evaluated, the block contains (Fig. 2):

• Scorecards field — selection of an evaluation scorecard from the list of available scorecards (see the Scorecards documentation);

• a list of criteria for the selected scorecard — the display type depends on the criterion type:

  • Option — a dropdown list with predefined answers;

  • Score — buttons with numeric values within the minimum and maximum result set in the scorecard;

  • "Yes" answer — "Yes"/"No" buttons.

• Criteria marked with an asterisk (*) are required — the evaluation cannot be saved without answering them;

• Comment field — free-form text;

• Rate button — becomes active after all required criteria are filled in; saves the evaluation.

If the chat has already been evaluated, the block displays (Fig. 3):

• who evaluated and who was evaluated;

• the date and time of the evaluation;

• the scorecard used;

• the overall evaluation;

• the evaluation results for each criterion;

• Edit button — allows changing the existing evaluation;

• Delete button — deletes the evaluation with confirmation.