03 Live Support
The agenting is reserved only for reception.Don't go into the management maze.
Computers and mobile phones use their respective access points, with the same set of agenting accounts. Windows / Mac desktop App to hangable trays; Android patch. Knowledge, site, analysis remain in the Admin Console.
Reception
Full action from line to line
Visitors move manually and enter the site queue. Seats are allocated according to sticky pattern: the same visitor will return to his or her agent within a short period of time. They can also be diverted by skill groups, channels, keywords.
- SLA: First call and resolution time frame, time served.
- We'll set business hours on a weekly basis.
- Transfers, internal comments, session labels, quality checks
- Seat returned; photo attachment supported
- It can be classified, it can be built on its own.
- Offline comments: pending return call closed; customer service centres can send a text message or call back from AI
Entry
A computer, a desk, a cell phone.
Agents use the three-column duty desk on computers (conversations, customers, support). The mobile web workspace supports transfers, notes, tags and quality reviews. Android provides lock-screen alerts for new queues, timeouts and transfers.
Next
Look at this chain.
Start
Give agents a clean workspace
Sign up free, open a site and schedule shifts. AI answers first and only hands off what it can't answer, so agents stay out of admin menus.