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.
Possibility to set the cobrowsing control to view-only for all users within an account.
Alert an agent when it takes to long before he response to an customer question.