About the Chat Dashboard
The chat dashboard in the chat pane of the communications panel displays details about the problem that the customer is having based on information passed by the customer on the chat request form, including the following:
Area. The area where assistance is needed.
Subarea. The subarea within the area where assistance is needed.
Product. The Product ID of the area or subarea where assistance is needed.
Summary. A summary of the problem, if provided.
KB Visited. A list of knowledge base articles that the customer has viewed prior to requesting a chat with an agent. The agent can choose an item from the list and navigate to its detail page.
Action. The Action drop-down menu contains a number of quick actions that the agent can perform, including the following: