Multi-Factor Authentication (MFA) adds an additional layer of security to ICE by requiring users to verify their identity using a second factor (an authenticator app) in addition to their username and password. This helps protect user accounts from unauthorized access. MFA behavior in ICE is controlled by administrators at the organization level and can be […]
On the Chat List Report, the ICE Admin and the ICE Supervisor with admin rights can view the data specifically related to the chat communication that occurred between the agents and the visitors. This is a sub-report that can be accessed from different main reports by selecting Reports > Chat. Let’s understand where and how […]
The Copy Transcript button will be available to the supervisors when they take the incoming chats. With the help of the Copy Transcript button, the supervisors will be able to copy the entire chat transcript of the communication conducted between the supervisor and the visitor and paste it at the desired location. This button will […]
With the help of the Copy Transcript button, the agent will be able to copy the entire chat transcript of the communication conducted between the agent and the visitor and paste it at the desired location. This button will be displayed along with other chat toolbars as soon as the chat is received, and it […]
In order to get connected with an agent through SMS, a user needs to set a SMS account number through the Admin console. The process is initiated by assigning a skill to SMS. To do so, select Settings > Common > Campaign > Campaign Administrator , and the user will be redirected to the following screen- […]
In order to get connected with the agent through WhatsApp, a user needs to set a WhatsApp account number through the Admin console. The process is initiated by assigning a skill to a WhatsApp page. To do so, select Settings > Common > Campaign > Campaign Administartor , and the user will be redirected to the […]
An ICE admin or an ICE supervisor with admin rights, can view the User Report based on the user roles and their statuses. To access this report, select Reports > Application Report > User and the User Report will be displayed as shown below: Set the following filters based on which the User Report will […]
Chat Metadata report displays the consolidated details of all the surveys – Operator, Prechat, In-chat, Exit – of one or multiple skill(s). ICE Admins can view Chat Start Time and Chat End Time data on the existing Chat MetaData Report along with other information of all the skills. To access this report, select Reports > Chat […]
Real time reporting in ICE helps admins by providing the up-to-date data of the chats received for each skill in real time. The number of chats answered, abandoned, its service level, chats in queue, longest chat waiting, average handled time for all or specific skills can be derived from the real-time report. An ICE admin […]
This report helps in identifying the performance and usage of FAQs added for any specific skill and know the number of times any FAQ accessed. ICE Administrator and supervisor with admin access can view the report of the FAQs accessed by the visitors from the chat window. Note: The admin and supervisor with admin access […]