Our native omni-channel live agent chat system was built with your agent’s productivity and comfort in mind.
Give your customers a seamless transfer from a bot to a live agent, and give your agents an innovative chat solution with advanced tools that will allow them to have multiple chats at once, while giving full attention to each customer.
Different colors allow your agents to remember who they are talking to, with notification badges for unread messages and last message preview. All at a glance of an eye.
The Analytics tab has a dedicated live-agent section providing KPls that are critical to understanding the usage of the live-agent capability integrated into the bot. Charts such as percentage of users using live-agent over time and percentage of users continuing in the bot after the live agent assistance, help understand the user perspective of the live agent experience.
Other charts are available when using our user agent solution, to provide metrics on the agents side experience. Here you will find charts such as average live agent conversation length, number of conversations handled per agent and average live agent time per agent.
Manage your agents, their skills and managers – so that everyone will have their proper permissions.
Allow team managers access to their agents1 chats. Letting them provide feedback about your agents and make sure everyone is aligned and at their best practice.