Webchat Monitoring and Skills

Webchat Monitoring

Applications>Webchat Monitıring

A monitoring screen has been developed for Webchat conversations. You can now filter the conversations you want from the filtering options on the left panel. With this feature, the authorized user can view closed web chat conversations as well as view live chats. The authorized user can monitor open conversations with the “Open” filter option and they can monitor previous conversitions with the “Closed” option. They can filter by channel or a keyword in the conversation.

Columns added Webchat Monitoring screen

"Agent", "Customer" and "Date" columns added Webchat Monitoring screen and reports.

The Hangup feature on Destination Type

The "Hangup" feature has been added to the Destination Type drop-down box in Webchat queue settings. Thus, chat messages will not be queued during non-working hours. You can use this feature during non-working hours.

Webchat Chat message transfer

When you write internally and press the blind transfer button, the chat message will go to the agent you forwarded. Your chat messages will be easily transferred within the company.