Listening to Other Chats

3 댓글

  • Harish Chilbule
    댓글 작업 고유 링크

    Christina, thanks for sharing your feedback.

    May I know if you are not comfortable with other agents joining a chat without invitations? or just the ability to passively watch a chat? I would like to know if you share the same concern for agents belonging to same department? 

     

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  • Christina Fountain
    댓글 작업 고유 링크

    Hi Harish! 

    We are comfortable with other agents being able to view another agent's chat but not comfortable with them being able to join a chat and comment (visible to the customer) without an invitation. I'm afraid this invites the opportunity for agents to erroneously respond to a chat that is not assigned to them. I see value in this function for escalated chats as a permission that would only be available for leads and managers. 

    This concern does apply to agents in the same department. We will have upwards of 30 people chatting at the same time, at the 3 chats each, responding to a high level of volume on the site.

    Our current chat provider allows for agents to "join the discussion" and then type responses that only the other agents is able to see, not the customer. Otherwise agents are allowed to view all chats, but not reply to chats that are not assigned to them. 

     

    Thanks for your help! 

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  • Harish Chilbule
    댓글 작업 고유 링크

    Hi Christina! Thanks for explaining things in more details. 

    Are you using push routing feature? 

    https://blog.zopim.com/2016/01/26/chat-routing/

    Chat routing auto assigns to agents to a chat so that they just to focus on serving the assigned chats rather than manually picking up someone else's chat or erroneously responding while other agent is already engaged.

    How often you notice this happening? And does this happen because it is not easy to notice that someone else is already handling the chat.

    Thanks, Harish 

     

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