Agent experience tools
Confused live chat agents will lead to confused customers. So, WhosOn comes with a set of agent experience tools that make using our software both easy and enjoyable.
Your employees can quickly get to grips with WhosOn, and benefit from instant help if any problems arise. Our agent experience tools include:
• Both single click installation and automatic updates, to minimise delays and effort
• A simple, minimalist chat interface for distraction-free chat sessions
• Contextual help coded into the product, activated by a simple mouse scroll-over
• Supervisor chat step-ins, with “whisper” messages to agents to offer live guidance
• Agent tagging functionality using ‘@’, for speedy inline assistance from tagged colleagues
Help desk
- Agent availability
- Backup chat routing
- Chat queues
- Customer chat history
- File upload
- Follow page
- Operator wrap-up
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat search
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
Analytics
- Campaign management
- Live visitor tracking
- Prospect detection
- Reverse IP lookups
- Site entry alerts
- Tailored CX
- Visitor segmentation
AI
- Auto-text
- Chat mood
- Chat summaries
- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention