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Here Webchat campaigns will be created.
The configuration screen looks like the following:
These metrics to campaign statistics in real time, they are measured in time (seconds) .
Telephone Field Webchat
When the client starts filling the information to start an interaction, an extra field can be configured here.
For example, ask for the client's telephone number, ID number or other information needed.
This one can be setted as Required or optional.
Set it as Visible to activate it.
Under this field we can see the Allowed Domains field, in there we can specify the domain where the webchat is working.
These are answers that the supervisor configured for agents to have quick access to frequently used messages in order to make their work more effective.
Generates the Webchat code automatically, this will be given to the developer team and afterwards implemented on the web.
Once you configured everything, preview your Webchat here.
Embed webchat on your webpage using a Wordpress Plugin. For more information, visit Wordpress Plugin for Webchat.
To add or remove agents to campaigns what you do is press the tab Members
Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.
Members in Webchat Campaigns are added in the same way as in Voice Campaigns
How the agent interacts with the client through Webchat.
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.
On the top of the conversation, appear:
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:
Here you can see the real-time statistics webchat campaign.
The state of the campaign webchat is observed in real time , based on the parameters set when creating it.
The table is in the lower left section shows :
Icon : Icon Agent Status . Along with the status icon you may appear: if the agent is in a phone call appears ; and if the agent is to break the break for that picture will appear .
Channel Status: If the agent has an interaction opened, the logo of this one will appear in this column, for SMS and for Webchat and others. If the agent is attending more than one type of interaction, this ones will appear next to each other
Agent: Name agents members of the campaign.
Completed : Number of webchat completed by agent.
Active: Represents the number of interactions the agent has active.
Time : Time of the last change agent status.
Shows the status of the interaction depending on the time limits set for Chat Time in the campaign configuration, the different status are the following ones:
If the campaign has customers waiting, the table on the right will be completed as shown in the following image:
This table on the right shows the email client with the same name and the time it takes waiting to be attended is shown.
When an agent has an active interaction, the supervisor can click on it an the following options will appear:
This section will see all webchat conversations, whether they were made in a campaign schedule or after hours by a customer.
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:
If the search is applied for records from a online Webchat campaign, then appears similar to the following screen:
If a quality model is assigned to the Webchat campaign, the conversation can be qualified by the supervisor.
Conversations can be individually downloaded as a PDF file.
The following screen appears by using the filter Offline, for every offline message left by clients:
On the table, the Viewed section indicates if this record was reviewed by a supervisor.