My Chats is the main screen where all chats from the end-users show. Below is how the chat terminal looks like: 

Screen Components

• Incoming Chats:

1. These are the unanswered chats waiting in the queue.
2. You will see the queue name such as “Facilities” and the number of chats waiting in the blue square

• Active Chat:

1. This shows the list of end-users that are currently being serviced. In other words, these are chats that are in work in progress.
2. Under active chats, an agent can see details (name/email id) of the user who they are servicing.
3. In case there are multiple queues that a support user is servicing, then they will see the queue name followed by users being serviced in each queue. 

• Chat Session:

1. This window shows the current chat at which a support user is working on at any point in time. This will show the chat transcript between user and agent/ BOT.