When clients have to wait too long for an answer they can think that there is something wrong. Support agents can have multiple ongoing chat sessions so they have to be alerted when one of the clients is waiting to long.
We are going to attract the attention of the agents to the chat sessions which need attention by using color.
The text entry area of the agent changes color when attention is needed.
- Yellow: The client is waiting somewhat longer. (20 seconds)
- Orange: Answer now.. otherwise the custer might think there is something wrong (45 seconds)
- Red: Too late. The customer has really waited too long. (60 seconds)
Will the thresholds (number of seconds before a chat request changes colour) be configurable by the agent?
Jimmy Posted 6 years ago.
Maas @ Channel.me
Not for the first release. We want to have good defaults. The idea is that it works nicely out of the box.
If needed we will make it configurable as the settings can depend on the SLA of the contact center. Posted 6 years ago.
It maybe worth having a combination of image/icon and colour so that people with colour blindness can still interpret the message you are trying to convey. Maybe not an angry face icon! ;-) Or even display the time value itself. For example, '[yellow colour] 20 seconds', '[orange colour] 45 seconds' and '[red colour] 60 seconds'. Just an idea. Posted 6 years ago.
Maas @ Channel.me
We don't want add too many live changing user-interface elements. But if needed we will add something which visually counts down. We don't want to do that immediately. The thing is that support agents have to use this interface the whole day. When the interface changes a lot it is very distracting and tiring.
We have checked the colors for usability by color blind people. We think they are distinct enough to be usable. We checked this with a chrome extension.
We took the idea of using yellow, orange and red to attract attention from a book by a Dutch cognitive psychologist. We have high hopes that it works in practice and will attract attention of the agent at the right moment. Posted 6 years ago.
Hoe ver is deze functionaliteit? Posted 5 years, 9 months ago.