There are about 6 global languages that have been implemented in ICE application. These include-
- English
- Polish
- Spanish
- French
- Czech
- Arabic
A visitor can make preference among the above mentioned languages to chat with agent.
There are about 6 global languages that have been implemented in ICE application. These include-
A visitor can make preference among the above mentioned languages to chat with agent.
Embedded or pop-up chat window for a visitor’s console could be activated or deactivated from “Site Configuration” of Admin panel. The Site-Configuration console includes a “Chat Window Type” attribute with two radio buttons, one each for Embedded Chat Window and Pop-Up Window respectively. Selecting any one of the radio button will activate the respective chat window type for visitor console.
ICE Chat application has the option to keep chat buttons activated for visitors during particulars working hours of the day. The chat button will be shown “Offline” before and after the hours of operation. This functionality could be enabled or disabled from Admin console of ICE application.
Yes, an agent or supervisor can be logged out from forcefully without using logout feature from their console. This could be done through Admin panel. An admin can search the name of a particular agent or supervisor in the username section of User Management and can successfully make the users to logout from system.
Absolutely. ICE support chats from multiple languages, which can be automatically translated to the agent’s preferred language. The replies from an agent too are translated back to the visitor’s language.
Yes, Salesforce integration with ICE is totally possible. Agents can also add and search customer records directly from the customer section within the salesforce.
You can copy one skill into multiple skills with the same properties using skill cloning. Click here to learn on cloning a skill.
Yes, absolutely. The agents or supervisors can attach the chat transcript from ICE while creating a new or updating the previously added Salesforce record. While fetching the record from Salesforce, the agent can also view the previous chat transcript attached.
ICE Chat has a feature of survey cloning, using which the user can clone the pre-existing survey to multiple different surveys with the same set of questions and answers. Only the newly cloned survey needs to be assigned to different unique skills.