The chat topics will be configurable per account.
The topic of a chat will be visible in the history and export.
An overview of the number of topics handled per week will be available in the weekly analytics. (See: Chat Analytics - Topics)
We want to improve the customer experience for chat requests. Currently a visitor can click the chat button and start typing a question or remark. In some cases, all agents are busy and the visitor has wasted time typing. To improve this we are going to implement a system where by the customer…
Several supervisor actions to follow chats, see agent availability etc.
Add a per-hour view to the weekly analytic page. This can be used by a supervisor to plan ahead.
With this feature you will be able to copy a chat at the end of the conversation and paste it into a CRM system or even an email.
We are currently creating a new feature for Channel.me Live Chat that will allow you to manage if and when old chats are removed. The following options are available: Store for: One hour One day One month Never store - Chat is removed as soon as the chat is closed. Never remove - Is kept…
As many of you may have realized, our current implementation of the agent screen is aimed directly at the agents who will be dealing with customers directly. There are however some agents who play other roles when it comes to Channel.me. Supervisors are there to manage agents and check statistics…
Weekly statistics of how many cobrowsing sessions per user, per week.
Possibility to set the cobrowsing control to view-only for all users within an account.