This is the interface that the agent always starts with after being logged in. So the first chat you receive will be in the overview interface. You can change to the detailed section from the chat options on the upper right corner of the chat window. The overview interface also has the agent’s account settings in the upper right corner.
The indicators of the chat are also displayed, in the upper right corner of the chat window.
In this interface, you don’t have access to the customer’s details (only the current URL at the top of the window) as well as to the quick replies, but you can still use the latter by typing the # and the correct keyword in the field.
If you have more chats, you will need to scroll down in order to help the other customers as well. When they are less, fewer clicks are needed in order to switch between chats. You are able to read the whole message and you can just click on the field to start typing your reply.