Application

Results of the session

In this part you can set options of section session results for operators. You can track their progress in statistics.

Reasons for absence

In this section, you can manage the reasons for the absence of an operator. Click the “Add” button to add more. In the new panel, type the reason in the “Name” field and save it all.

Tip: By using the button () you can sort the reasons according to need, by alphabet, by frequency of use, etc. You can also easily remove the unnecessary reasons.

Tags

In this section, you manage tags that operators can use while having a session with customer. In the overview you will find the name of the tag, the date of its creation and its founder.

Individual tags can also be deactivated by using the on/off switcher. To deactivate the tag, go to the same way as to create it via Settings -> Applications -> Tags. If you deactivate the tag, it disappears from the active tag menu that operators use while having a session with customer, but remains in the previous session records. Activation and deactivation of the tag can only be done by a user with permission Tenant admin and higher.

Example: For example, if you are using seasonal campaign tags and have the "Christmas 2018" tag and you deactivate it, it will disappear from the current tag menu and operators will not be able to use it. But you can find the tag in the previous sessions during which it was used.

At the tag level, you can set to automatically add tags for sessions or emails. On the Auto tagging tab it is possible to select one or more existing chat widgets or emails. Subsequently, it is necessary to specify the conditions (keywords) under which the tag will be automatically added. The occurrence of a keyword is assessed on both the client and operator side.

Note: Tags are automatically added during the session, and for emails, tags are added before being accepted by the operator.

Variables

In the Variables section, you can set what call parameters you want to appear while in a session with a customer. The panel contains preset variables (email, client identity, phone number, configuration package name, etc.).

Clicking on one of the variables opens the sidebar. There is a variable code in the upper corner. Below there is a window for a label where you can mark the code with a simplified customized name.

You can also set editability with individual variables. Use this feature to modify any information similar to a name, e-mail, or phone during or after a session. You can use these variables, for example, when you want to identify a client system in the Mluvii system while on another internal system (such as a CRM).

You can set the display under the window - a description of the variable that will be displayed in the information about the client and the location where the variable is displayed. Either only in preview, only in active conversation, in both cases, or not at all.

But you can also set custom variables or create your own microsite so as to obtain more information from the customer. However, we recommend that you contact your IT specialist. Then proceed as above for preset variables, only enter a new parameter code in the name of the variable.

Note: The variables '001_ref_url' (refferal) and 'oo1_widget' (the name of the package for which the client is calling) are not specified in the list of variables but are included separately in the columns “Client ID” and “Package”.

Expert settings

In the case of an Invitation, it is possible to set whether a dialog is necessary to enter the phone number for the invitation. It is possible to set the required phone entry, optional, or not display it, or to block the same phone number to call the operator back for a certain time.

However, if the operator is offline, you can set up offline callback, i.e., a time when the customer can still call to get on the queue and wait until the operator is back online.

Offline CallBack A session at the defined time will remain in the queue even after the client leaves the session (closes the browser window, ends the session). For example, if the operator was busy with another call at the time of the client’s call, the client can call back. This can limit the time in which abandoned sessions are maintained.

Note: A session outside of the defined time is automatically ended after 30 seconds.

Preview of a waiting visitor Operators can preview basic information about the customer in the queue before accepting to chat or conversation. Typically, information is displayed about the type of device, browser, and country from which the visitor entered the site.

Conversation transcript At the end of each session, the customer has the opportunity to send the transcript of the chat to an email. This field can be checked either by him/herself or by the operator. On behalf of the addressee’s answer the operator can choose the universal email of your company.

When the operator changes the status of the widget when the status is away, you can set whether it will be seen as busy or completely offline. If the status is busy, customers can get to the operator by the queue. If the operator appears to be offline, either a customer form appears, or the talk button disappears completely from the site.

In media settings you can set the individual audio-video elements, which the operator and the customer will have on or off in the default settings, so they can later turn them off and on or completely disable some elements.

Session settings

In this section you can set up the automatic messages that will be displayed to the customer if the agent is not responding for a certain amount of time. You can set the time after which the message is displayed, but the minimum time is 1 minute. You can also customize the body of this message, even for multiple languages. You can also create multiple kinds of messages with different texts and sending times.

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