Explorer: Here you can add online consultation sites, making it easier to manage your team of agents during the customer service process.
Your agents will be able to navigate between different tabs, where they will access each website you have set up, finding valuable information to optimize customer responses.
Chat Routing: This functionality allows you to configure different ways of directing conversations, ensuring effective and fast communication.
It is configured individually for each service group and you will find three options:
1. Automatic assignment: Presents three possibilities.
a. Attention rate: Maintains the logic according to the capacity of the agents in real-time. Read more about it here.
b. Total Attention: It is based on the total number of conversations an agent has responded to throughout the day. When a new conversation arrives, it is assigned to the agent who has handled the fewest conversations up to that point.
c. Notification: If you enable this option, the agent will receive a pop-up notification indicating a new conversation to handle. The agent can choose to accept or decline it. If the agent declines or does not respond within the specified time frame, the conversation will be assigned to the next available agent according to the selected assignment method.
2. Priority Assignment: In this alternative, you can set up routing so that when a chat arrives, it is routed according to the priority you define.
3. Ring to all: In this case, when a new chat is started, all available agents are notified until one of them answers.
When an agent answers that chat, they are assigned to that conversation and can interact with the customer. The notification disappears for other agents.
See all the steps in the tour below.