ICE allows Supervisor to monitor chats, coach the operators and to respond to the chats either on behalf of the operators or by participating in the ongoing chat. This could be done from Message Type option located on Supervisor console as shown highlighted below-
Click on the Message Type drop down button and it will display the following list of options-
1.Private:
Supervisor can send message privately without displaying it or intimidating it to the visitor. This generally helps while the operator needs to be coached during the chat session.
Supervisor’s console
Operator’s Chat window
Visitor’s console
2.Participate:
Supervisor can interact with the visitor during the chat session. Helps to barge-in the ongoing to take care of the chat session. The messages sent by the supervisor is displayed to visitor as well as operator. A supervisor needs to select the message type as Participate in this case
Supervisor’s Chat window
Operator’s Chat window
Visitor’s chat window
3.On behalf of Operator:
Supervisor can opt to directly interact with the visitor. The visitor’s console will display supervisor on behalf of operator. The operator window will also show the chat messages between supervisor and visitor. In this scenario supervisor needs to select the message type as On behalf of Operator
Supervisor’s Chat window
Operator’s Chat window
Visitor’s console
A supervisor has the option to fill up the survey during an ongoing chat by clicking on the Survey icon. This is as shown in the below screen-
This will open up the Survey fields on the console as shown in the below screen-
The Submit button highlighted in the above screen is shown disabled. So, a supervisor will be able to enter the details in survey fields but the Submit button will be enabled only when the chat is hung by supervisor/visitor.
4. IVR to Chat-
When a visitor connects to a supervisor through the medium of IVR, the application will display an IVR icon on supervisor console. This is as shown below-
5. Resizable Text Box-
An operator can reply to a chat by typing in the text box as sbown highlighted in the below screen-
An ICE chat text box is auto resizeable and expands itself according to the length of the texts. This is as shown in the below screen-
Just after a supervisor sends the text as a reply, the text box retains back its original form.