When this option is selected, the below console is redirected by the system- The console displays the list of agents under Manage Agents section. It includes the name of agents which are configured with the system. Also, associated to the agents are various other categories such as Skills, Simulator and Import/Export Agent along with edit and delete functionality. Skills- […]
A chat bot is a configurable feature in ICE application which when implemented allows a visitor to interact with a chat bot before actually connecting them to the real time agent. An admin console integrated with chat bot would look in the format as shown in the below screen- Clicking on the Bot tab will […]
This feature displays a notification to an ICE Email supervisor when a new mail arrives to the system. In this feature whenever a visitor sends a ticket through email or web form, the ticket will be generated in the email grid along with a notification alert as shown below. The supervisor will not […]
If a visitor terminates an ongoing chat, the system will display a notification in the text box field of the agent console. This is as shown below- This notifies that agent will no longer be able to send the messages to the visitor. An agent has the option to fill up the survey during an […]
This functionality allows a visitor to connect with an agent directly by scanning the QR Code appended to any website from Admin Panel. The required condition for this functionality is that, an agent should be assigned to the particular skill enabled with this process. Click Settings>Common>Campaign from Admin panel and the system would redirect to the […]
This functionality depicts the process where a visitor could connect to an operator using direct chat URL for signature. Click Settings>Common>Campaign from Admin panel and the system would redirect to the following screen- Scrolling down on the same screen would display the skill grid of selected campaign. This is as shown below- Click link icon on […]
If a website is enabled with rule engine feature and a Rule Engine chat window is minimized in visitor’s console, then the visitor will be notified about the unread messages Consider a rule engine pop up when a visitor visits the website. This is as shown below- If a visitor opts to minimize the Rule Engine […]
During an ongoing chat, the system integrates a timer notification on chat grid to the left of agent console. This is as shown below- This timer notification will continue to run unless a new message is triggered either from agent’s console or from visitor’s end. As soon as a new message is sent by either […]
This functionality, when set from admin panel activates notification in visitor’s console, when a chat is received in minimized embedded window. There are two formats in this case- When an embedded window is configured as Bar from admin then the visitor will receive the notifications in following format- When an embedded chat window is configured as Button […]
This functionality triggers a notification in the visitor console when a visitor receives a chat in the minimized embedded window. To set this functionality, scroll to Minimized Embedded Window Type in Customer GUI console as shown in the below screen- As highlighted in the above screen, select the radio button for Bar and enter desired text in […]