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Getting started for staff in livechat

Sneha Joshi Jun-9th, 2021 13:19 0 0

Live chat: A staff perspective

Using the staff credentials a staff member can log in to the staff portal. When you login as a staff member, you will land up on the dashboard. On the dashboard, you will get an overview of all the modules that are present in the system. As an admin/staff you can get a quick sneak peak of all the modules and understand the status at once as you login to the staff portal.

Here on the dashboard, you can view the details related to the live chat module as below:


Here, you can see the number of recently accessed chats, ongoing chats where your staff is in conversation with the client and the chat hasn’t ended yet, followed by the number of staff who are online i.e., open to take chat requests and provide live chat support to clients. Below that, you can see the tickets created using live chat and the recent modifications made to the tickets belonging to the live chat module.

Live chat module will also require that you define chat access for your staff members. While adding a new staff you can specify the chat access. When you add a new staff, you can choose to enable the staff as a live chat agent. When you enable a staff as a live chat agent, you can also specify the maximum number of chat requests the staff can handle simultaneously. For an existing staff, you can modify the status through the staff access tab. These settings can be accessed through the administrator settings.

As a staff, if you are enabled as a live chat agent, as soon as you login to the staff portal you are expected to change your live chat status to ‘available’. Only the staff members who are enabled as live chat agents will be able to receive chat requests and provide chat based support to the clients. A chat request can be routed to you only if your live chat status is ‘available’.




The live chat statuses available for the staff to toggle between are as follows:

  • Available: Open to receive client queries and provide chat based support to the clients. When the live chat status of a staff member is ‘available’, chat requests can be assigned to such staff using live chat automation and round robin rules. You will also be able to view all the details related to the live chat module from the live chat dashboard.

  • Busy: Based on your availability, you can manually modify your live chat status. While configuring the live chat module from the administrator credentials, you have an option to allow a maximum number of chats that can be accepted by a staff. Let’s say you allow 5 chats to be accepted by your staff. When the 6th chat is received, the status of this staff member which is handling 5 chats at the moment, will automatically be modified to ‘busy’. In this way, the system helps you to define the limits and implement it.

  • Away: Let’s say if you are busy with some other issue and want the chat requests to be routed to some other staff member, you can modify your chat status to ‘away’. In this way, no further chat requests will be assigned to you until you modify the status back to ‘available’. If you modify your chat status to ‘away’ after accepting a chat request, you can still carry on with that chat and provide chat based support.

  • Offline: You can also modify your chat status to ‘offline’ if you do not wish to accept chat requests from clients. In this way, you can make sure that no new chat request is routed your way and instead it is assigned to the next-in-line staff member. Although, if your live chat status is ‘offline’, you will not be able to view the live chat dashboard and all the details related to the live chat module.

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