I
Ivan Theis
Currently, when opening the history of a previous service from the same customer, CloudChat opens in a new separate tab/tab, which forces the agent to switch between screens and lose sight of the current service in progress.
We suggest implementing a split screen view (side by side), as it already exists on other platforms in the market (screenshot attached). In this model, the call in progress remains visible on one side of the screen, while the history of the previous call is simultaneously opened on the other side.
Benefits:
  • Agent does not lose the context of the current service when consulting the history;
  • Reduces switching time between tabs;
  • Facilitates checking past information (e.g., data already sent, procedures already done) without having to copy/paste or memorize information before changing screens;
  • Reduces risk of error due to forgetting current service details

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