Supervisors can view reports of all the members available for different skills in ICE. Now, if supervisors wish to view reports specifically of their team, firstly admin must map the supervisors with their team. Once done, supervisors will have the feasibility to view team-specific reports as well as the entire ICE users’ reports. Note: Each […]
The ICE visitor console is implemented with the feature to display FAQs to the visitors. They can view FAQs while initiating the chat. They can search the FAQs based on the keywords. Once the pre-chat survey is displayed, the visitor will have an option to either chat or view the FAQs. The visitor will be […]
An ICE administrator can add the Frequently Asked Questions (FAQs) for the desired chat skills from their console. The Super Administrator has the right to enable and disable the FAQs feature for the desired Organization in ICE. Once this feature is enabled by the super admin, the ICE administrator will be able to add FAQs […]
Whenever a visitor initiates a chat, firstly the chatbot will try to help the visitor by understanding and solving the visitor’s query. The visitors also have the option to connect to the live agent by requesting the same to the chatbot. In case if no agent is available and the chatbot doesn’t understand the visitor’s […]
The Queue Routing in ICE, also known as Skills-based Routing is a method used to route chats based on skills to the respective agents, supervisors and overflow agents equally. Queue Routing helps to calculate the estimated wait time with precision. Also, the agent availability can be tracked and monitored. Now, there are two scenarios to […]
When the regular agents reach their chat limit, the new chats initiated by the visitor(s) waiting in the queue, will be routed to the available overflow agent. Such chats will be routed skill-wise and the available overflow agent of the respective skill will be assigned with it. The chats will stop routing to overflow agents […]
To avoid entering the details for the same queries of pre-chat survey in a scenario of chat reconnection ICE visitor console includes the feature of Reconnect Chat. Using this feature button, visitors skip the pre-chat survey window and connect with agents directly. In an event of connectivity with an agent, if a visitor disposes off the on […]
This module has been designed to fetch the details of the individual reports including Prechat survey, Operator survey, Transcript and Exit survey. The Service URL of the module is given by- https://www.enterice.com/external/icedataapi/api/Chat/Get_Chat_Metadata JSON Format- 1.Code snippet for Web Service Use- { “Token”: “eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJVc2VySWQiOiIxMjI5IiwiVXNlck5hbWUiOiJjaHJpc3RpYW5mYXJtZXJAZXRzbmV0d29yay5jb20iLCJPcmdJZCI6IjE2OCIsIm5iZiI6MTYyNzk5NDE3MCwiZXhwIjoxNjI4MDgwNTcwLCJpYXQiOjE2Mjc5OTQxNzAsImlzcyI6Imh0dHA6Ly9lbnRlcmljZS5jb20iLCJhdWQiOiJodHRwOi8vZW50ZXJpY2UuY29tIn0.mcNwLVs8pvxXiZ5nWTeVSJ_KsfFodrFFtczU6Cp824U”, “FromDateTime”: “2021-07-31 00:00:42.323”, “ToDateTime”: “2021-07-31 23:50:42.323”, “TimeZoneOffset”: “330”, “SkillID”: “777” } 2. Description for Request […]
The supervisor can clear the stuck and closed chats from the profile. Navigate to the Clear chat tab from the profile pop-up and the following window will be displayed: Click on to clear the monitoring chats of the agents which are closed. Make sure My chats toggle on the header of the supervisor console is turned […]
As the chatbots are configured for the websites, likewise chatbot can also be configured with WhatsApp. The administrator can enable the chatbot for WhatsApp skill from backend and all the communications with the visitors can be handled by the chatbot firstly. This feature helps to reduce the resource consumption for repetitive questions. To configure the […]