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WebChat

The main idea of this feature is the communication between customers and call center company through an online chat.

That by the call center company will need to configure certain factors.

Campaign Settings

Here Webchat campaigns will be created.

The configuration screen looks like the following:

Basic Configuration

  • Name: Name of the Webchat's campaign.

  • Strategy: Behavior that Webchat interactions will present. Visit Strategies for more information

  • Service Level: The level of service is the percentage of chats that were attended/abandoned by the agent before/after a stipulated time limit.

  • Schedule: Schedule in which the Webchat campaign will be available. Visit Inbound voice campaigns and see ‘Schedule’ for more information

 Webchat Messages
  • Welcome: Welcome message shown on the client's window when the Webchat campaign is available. The user can configure three different messages in its own language, es (SPANISH), en (ENGLISH) and pt (PORTUGUESE). Select a language and write the personalized welcome message, then select another language and so on.

  • Out of Time: Message that will appear to the client if the campaign is out of time. The user can configure three different messages in its own language, es (SPANISH), en (ENGLISH) and pt (PORTUGUESE). Select a language and write the personalized Out of Time message, then select another language and so on.

  • Message Not Available: Message that appears when there are no agents available to attend an interaction in queue. The user can configure three different messages in its own language, es (SPANISH), en (ENGLISH) and pt (PORTUGUESE). Select a language and write the personalized Message Not Available message, then select another language and so on.

Every message can be customized:

Check out the following link to see the complete list of emojis you can use: https://gist.github.com/rxaviers/7360908

Each emoji can be edited, location in text and size:

 Advanced configuration

Other Fields

  • Maximum Interactions per Agent: Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.

  • Quality: A quality model can be assigned to the campaign. When an agent closes the interaction, a quality model will appear so the agent can respond to it. This response can be seen on the Webchat Recordings.

  • Automatic Agent Message: This message will be sent automatically to the client when the interaction starts.


Thresholds Section

These metrics to campaign statistics in real time, they are measured in time (seconds) .

  • Service Level : The time limit for response expected chats by an agent.    

  • Dropout rate : It is the time of chats to consider that they were abandoned by customers during the day time.

  • Time chat : Time to consider the agent-customer chat reached the limit.

  • ACD : Maximum number of customers who are waiting to be answered by an agent chat.

  • Max Chats: This numerical value represent the maximum of chats that can be on the waiting list. Chats that get positioned over this number, will get rejected and to the user will get the Not Available message.

  • Time Out: Max amount of time, in seconds, that clients can be waiting, after this period of time the chat will get rejected and to the user will get the Not Available message.

  • Auto Finish: If the clients disconnects the interaction, this last one will be automatically finalized when the disconnection state surpasses the period of time set in this box.

  • Colour: The Webchat window will have this colour.

If Time Out is defined as cero, meaning it won't have a maximum time defined for chats waiting, when the campaigns gets to its Out of Time hour, every client on the waiting queue will be notified that the campaign is out of time and the interactions will be closed.


Checks Section

  • Show Agent's Name: If checked, the client will be able to see the agent's name that attended the interaction on the top of the window.

  • Enable: The system can have a non working Webchat campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used.

  • Enable Feedback: When the interaction ends, the client will be able to punctuate the service and leave a note. This last one can be seen in the Webchat Recordings section.

  • Enable Email: Activated, the client will be required to give an email address before starting the interaction.

  • Allow Audio and Video: If checked, the client will be able to start a call or video call with the agent.

  • Offline Message: When the campaign is offline and this box is checked, the client will see an offline message configured in Out of Time.

  • Address for Offline Message: Specifies the email address to send the client’s offline messages.


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.


Canned Responses

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.


Buttons

 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.

Webchat Members

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


Agent

How the agent interacts with the client through Webchat.

 More 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.

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.


Supervisor

Monitoring

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. 

 Lower left table

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
Status: Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break ( still break any available ).

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.

 Status of Interaction

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:

  •  This status applies for the first time limit set on the campaign onfiguration.

  •  When the interaction is between the first and the second time limit, this status will appear.

  •  For the interaction being past the second time limit, this type of status will appear.

  •  When the agent does not have an interaction for more than the time set on the third time limit, this status will appear as a warning.

 Lower right table

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.

 Actions with agents

When an agent has an active interaction, the supervisor can click on it an the following options will appear:

  • Spy: Supervisor can view in real time the messages exchanged between agent-client.

  • Screen monitoring: Supervisor can view in real time the agent's screen.

  • Info: Shows the agent information.

  • Pause: Supervisor can pause the agent status.

  • Chat: Supervisor can chat with the agent.

  • Log out agent: Supervisor can log out the agent's account

Recording

This section will see all webchat conversations, whether they were made in a campaign schedule or after hours by a customer.

 Parameters 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.

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:

 Example : Conversation Online

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.
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.

Conversations can be individually downloaded as a PDF file.

 Example: Conversation Offline

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.

Offline
If the conversation has not been seen by any supervisor, it will have an icon in view and if it is clicked, the conversation will go to the 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.

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