A supervisor can take incoming chats in an ICE application. The chats could be taken by checking “Take Incoming Chats” option in user account section of Supervisor console.
This option is only applicable for an ICE chat supervisor.
A supervisor can take incoming chats in an ICE application. The chats could be taken by checking “Take Incoming Chats” option in user account section of Supervisor console.
This option is only applicable for an ICE chat supervisor.
In case if an agent or supervisor needs to change their personal passwords then this could be done by reaching out “Change Password” column of the Profile option in consoles of both the user roles.
The system will ask to enter the old (existing password) followed by a new password along with its confirmation.
An agent has the option to adjust the volume level of chat notification from the console. To fine-tune a chat notification sound, click “Settings” tab under “Profile” option and alter volume level from Select Volume field.
An agent or a supervisor can change the answer of their selected security question from their respective console. To change the answer of security question, select Settings tab under profile option on the console. Further, change the answer in the “Answer” field next to the selected security question and click “Update” button.
An ICE supervisor console displays complete data of chat sessions in systems like – the count of total chats requested, average wait time, average chat time, average concurrent chats for each skill and much more.
Click here to view the details displayed in the supervisor dashboard.
Yes, an agent can perform a voice communication with a visitor. This is made possible by clicking “Click to Call” icon in toolbar of agent console. This will enable a telephone number field in visitor’s console, asking visitor to enter the number. As soon as visitor enters the number, a Call button will be activated in agent console and the agent can make a call to the visitor. Customer’s number will be not visible on agent’s console.
Yes, agent can reply instantly through the use of canned response provided a canned response has an answer for the respective question.
Chat simulator is an interface that provides a mock chat environment to newly joined agents in order to make them familiar about chat processes before they start taking real world chats.
The functionality of a chat simulator could be enabled or disabled from Admin panel.
If agent sets the status as “Not Available” then no calls will be connected to him/her.
An agent can transfer an Email ticket to another agent or supervisor by clicking “transfer ticket” icon on toolbar. Further, an email can be transferred either to the operator of the same skill or to the other skill.
On the supervisor console, two kinds of chats are displayed – the direct incoming chats to the supervisor and ongoing chats with agents, which are to be monitored by the supervisor.
The supervisor can filter the direct incoming chats by activating the toggle button next to My Chats from the header of the home screen. On activating, ICE chat will filter out the chats and remove the monitoring chats from the list. The supervisor can deactivate the toggle button to view both direct incoming chats and monitoring chats in the list.
You can navigate your mouse pointer towards the right bottom edge of any table and drag it to the desired position to resize. Based on the resizing of one table, the other tables will adjust their positions automatically on the dashboard. Click to view the process