With the effect of this functionality, an agent will have the option to extend his number of chats in addition to chat limit allotted to him by admin. For an instance, if an agent has a default chat limit as 1 and he/she adds 2 more chats from console, then functionality works as per the […]
This functionality allows the agent to push a survey to visitor during an ongoing chat session. The feature can only be used by agent when being enabled by an Admin. To trigger an In-Chat Survey to visitor, an agent needs to hit the icon from toolbar as shown highlighted in the screen below- This will […]
When a visitor doesn’t respond to a chat from agent for a long time period then the system generates two notifications. Each of these notifications appear as per the set interval by Admin. This is as shown below- Further, the chat can be disconnected just after the second notification if the same has been set […]
During a chat process, the system may generate automated notifications to visitors twice within the set time duration when there is no response from visitor’s end for certain moment of time. This is a feature, which is sent as a notification along with a message to the visitor when he/she is idle. The notifications sent […]
This feature helps to send reminder notifications to visitor if he/she does not respond to an ongoing chat for a particular period of time. There are two notifications which trigger on visitor console within their prescribed time period. The time duration of these notifications could be altered as and when required. To enable visitor response […]
This feature enables to trigger exit survey automatically on the visitor console at the end of the chat. To enable this feature go to Settings>Common>Campaigns and the following screen will be redirected by the system- Select the desired campaign and click on the edit button on the associated skill grid as shown in the below screen- […]
An admin has the option to logout Agents and Supervisors forcefully from ICE application in case if they are unable to logout from their console. To logout an agent or supervisor from the system go to User Management>User and the following screen will be redirected by the system- An admin can use the Search field to filter […]
Omni channel displays reports of the chats connected to the ICE application through integrated social platforms. These include Facebook, Twitter, or SMS to chat. The chat details, transcripts, and survey responses for the chats initiated from different omni channels integrated with the ICE application can be sourced using the omni channel. Click Reports > Chat > […]
An ICE chat agent could transfer the chat of a visitor connected through Twitter to another agent. The adjoining image shows a visitor connected through Twitter to an ICE chat agent. During a chat an agent can transfer a chat using icon. The system would generate a window wherein agent 1 can check for available operators […]
An ICE chat agent can transfer a chat to other agent while connected with a visitor through Facebook. The below image shows a chat agent connected with a Facebook visitor- During a chat an agent can transfer a chat using icon. The new agent on other end would get the following prompt message on the screen- […]