My Chats is the main screen where all chats from the end-users show. Below is how the chat terminal looks like:
Screen Components These are the unanswered chats waiting in the queue. You will see the queue name such as “Facilities” and the number of chats waiting in the blue square!(https://primarycdn.blob.core.windows.net/dd6f4d3c-b6db-11ea-b527-97167778fcab-public/mychats-2.jpeg) This shows the list of end-users that are currently being serviced. In other words, these are chats that are in work in progress. Under active chats, an agent can see details (name/email id) of the user who they are servicing. 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. 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.