This is the functionality that allows an Admin to view response time of Email agent to reply a ticket. The process starts when an Email agent starts typing on a ticket and sends its reply. The below GIF depicts about the Email response time in detail. When the reply to the ticket is sent, Admin will […]
This feature is specifically designed for email supervisor. The functionality helps to avoid accessing a ticket by a supervisor if some other supervisor is working on it. The needed condition for this feature is that the supervisors should be from the same skill. When one supervisor is working on a particular ticket, it will be […]
An admin can include a phone number field in any type of survey through admin panel. To implement this functionality move to Settings>Chat>Survey and the following screen will be redirected by the system- Further, follow the process as shown in below GIF- When this functionality is set as required from Admin panel the visitor will be able […]
This functionality allows an Admin to view a disposition in Ticket History Report whenever, an Email agent or supervisor make disposition while working on that particular ticket. The disposition feature in Ticket History Report could only be viewed by an Admin if it is filled by an Email agent or supervisor associated with the feature […]
When enabled with this feature, a visitor will be able to view the previous chat records on his/her chat interface during a chat connectivity from the same browser with an agent. The above feature will be disabled when visitor clears cache/cookies of his/her browser while establishing a chat connection with an agent. A visitor console enabled […]
When this functionality is activated then the agent will be able to view the previous conversation of a particular visitor in his/her chat interface. This is as shown below- The operator chat console will display the records of previous chats for one month only.
This is the functionality which when enabled from Admin panel allows the visitor to view old messages in chat interface. The functionality gets auto disabled when a visitor clears his/her cookies or cache. In such a scenario, visitor will not be able to view the old messages. In order to enable asynchronous chat functionality go […]
This report is designed to display the data of rule engine statistics. To view rule engine reports go to Reports > Chat > Rule engine stats and the following screen will be redirected to the user- Screen Elements Description From Enter starting date and time to generate a report To Enter end date and time to […]
This methodology allows a visitor to get connected with agent through Twitter account. In order to establish connectivity, a visitor should follow an agent’s Twitter account. A user needs to assign a skill to his Twitter account through Admin panel. To set a skill to Twitter account, select Settings > Common > Campaign > Campaign […]
In order to get connected with agent through Facebook, a user needs to set a Facebook page through Admin console. The process is initiated by assigning a skill to a Facebook page. To set a skill to a Facebook page, select Settings > Common > Campaign > Campaign Administrator , and the user will be redirected […]