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titleMore information

The Agent is going to be able to see the conversation history with the client, by clicking on the top right corner of the conversation.

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On the top of the conversation, appear:

  • Webchat Campaign's name

  • Webchat Telephone Field

  • Allowed Domain

  • Contact's name

  • Contact's mail

At the beginning of the conversation, appears the Hold Time from the clients waiting time.

The client is able to call and video call the Agent.

On the bottom of the conversation, appear:

  • A list with emojis to use on your messages will unfold.

  • The canned responses from the campaign. This ones get inserted in the response box automatically once the agent selected it from the list.

  • Start record an audio to send.

  • Attach a file from your PC.

  • Sends the message the Agent wrote.

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titleParameters for filtering

  • Start date: Start Date Search webchat recordings .

  • Final date : End of recordings that we get from the search.

  • Email: E-mail client we want to find. In this field you can put a part of the mail and the search will be the same.

  • Campaign: Select the campaigns webchat available on the list.

  • Agent : Select the agents who attended the webchat .

  • Offline: Searches for the offline messages left by the clients when the campaign is offline.

Note

This last will only be possible if in the campaign configuration is activated.

 When the searched records appear on the table, you can download them massively by clicking on the Download All button.

A PDF file will start downloading and will look like so:

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titleExample : Conversation Online

If the search is applied for records from a online Webchat campaign, then appears similar to the following screen:

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If a quality model is assigned to the Webchat campaign, the conversation can be qualified by the supervisor.

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After pressing Save, you can see at the top of the screen the average score of the ratings given by the supervisor and the client at the end of the conversation.

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Conversations can be

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individually downloaded as a PDF file.

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titleExample: Conversation Offline

The following screen appears by using the filter Offline, for every offline message left by clients:

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On the table, the Viewed section indicates if this record was reviewed by a

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supervisor.

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Offline
If the

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conversation has

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not

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been seen by any supervisor, it will have an icon in view and if it is clicked, the conversation will go to the

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section of conversations that were reviewed.

Seen
The conversations that were reviewed can be seen by applying the filter seen, and will appear with an indicator, which if the clicked conversation will go to the section of conversations not seen again.