Management
toolset

Ensure your service meets high standards

WhosOn offers dedicated supervisor support. Our live chat software comes with a comprehensive team management toolset, designed to help organise and optimise your chat usage.

Chat allocation

  • Set up chat teams based on skill, to ensure each department receives relevant chat requests
  • Define rules on chat routing and permissions, to control access effectively
  • Set agent schedules, to ensure optimum availability throughout the day

Chat transfers

  • Allow chat transfers to other teams, to ensure the customer gets relevant service
  • Send a chat to a supervisor, to offer immediate escalated support
  • Automatic transfers to the next available operator, to manage time in peak periods

Chat monitoring

  • Allow supervisors to view live chat sessions, to oversee and train in real-time
  • Monitor all chats from a single summary view, to manage volume with ease
  • Discreet ‘listen in’ options on active chats, to conduct quality control

Agent support

  • Send ‘whisper’ messages to operators during sessions, to guide difficult chats
  • Tag and be tagged using the ‘@’ button, to share speedy inline assistance
  • Chat to user and operator separately from the same window, to support discreetly

Sentiment analysis

  • Have chats automatically scored for sentiment, to see live levels of customer satisfaction
  • Stream sentiment scores into dashboards, to judge overall performance
  • Automatically sync sentiment scores into CRM records, to enrich customer data

Live performance dashboards

  • Detailed supervisor dashboards, to display key performance data
  • Metrics for individual agents, departments, and queues, to see live levels of efficiency
  • Customisable reporting, to monitor the metrics that matter most to you

Reports

  • Missed chat reports, to identify and act on lost opportunities
  • Chat utilisation reports, to analyse peak periods and daily, weekly, or monthly trends
  • Operator usage stats, to ascertain the most effective agents and most useful chat features

Multi-site management

  • Multiple website hook-ups available with a single WhosOn account, to save time and money
  • Cross-functionality across all sites at one time, to handle chats quickly and cohesively
  • Set different chat rules for different websites, to make your solution work for you

Data exports

  • Export chat reports to your database or cloud folders, to access information anywhere
  • Send chat information to spreadsheets or graphs, to manage and manipulate data
  • Sync relevant chat data with your CRM or Outlook account, to quickly connect touchpoints

Settings management

  • Manage settings from a dedicated web portal, to customise effortlessly
  • Add users, websites, access rights, rules and more, to make immediate changes
  • Separate settings from the chat client, to limit agent distraction

Ease of use

  • Single click installation, to remove unnecessary steps or delays in chat usage
  • Auto-update, to ensure operators have the latest software without fuss
  • Contextual help, to reduce the need for team training
Report filtering

Filter your data by department and permission

Mass actions

Select multiple chats and run time-saving mass actions

Collision prevention

Prevent multiple agents from working on the same ticket

Time tracking

Track the time each agent spends supporting each customer.

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