Prakruti Hindia
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Thank you for writing in. Are you referring to the mobile website or the mobile app? - Prakruti
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Summary of recent updates - Flexible height of editor/response area and keyboard shortcuts
Flexible Editor We received feedback to allow a provide taller area to respond to chats. The chat editor/response area is now more flexible. Keyboard Shortcuts We are also introducing keyboard s...
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Updates to Redesigned Agent Experience
We are introducing a couple of changes to the redesigned agent experience. Notification for incoming chats will appear on the top-right corner of the dashboard. We have added a guided tour to notif...
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Getting Started : Opt into the new experience
Sign up for Early Access Program Your account can sign up for early access here. We will take around 24 hours to enable new experience for the account. Agents opt-in to the new experience We will ...
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Hi Dwayne, Thank you for writing in. Can you tell me more about how your teams are organized and need for different routing settings? Right now, we do not have plans to introduce per-department rou...
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Hi Peter, Thank you for writing and providing details on expected behaviour. I can start by clarifying the terms - visitor tags and chat tags. They are essentially added the same way but differ on...
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Hello! We recently added agent status reporting in Analytics. Admins can now view number of agents online across time duration time spent by agents online as part of Activity Breakdown timestamp...
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Hi Chris, For instance, if 10 chats assigned to A and then transferred by A to B, number of incoming chats for the account in Chat Reports would read as 10 number of chats assigned to agent A in A...
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Hi Pedro, Yes, you can do that by providing a maximum wait time before switching on skills-based routing. - Prakruti
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Hi Andrew, Malsa, We recently introduced skills-based routing which allows you to assign chats based on agent skills. In Andrew's case, we could classify the agents as expert and beginner, for ins...