This release includes some helpful additions to help identify any potential issues in the chat queue through Live Chat Warnings. A new button and improved email details will allow agents to see more email information with Email Information Enhancements. Chats and emails can be re-skilled with the new Change Skill functionality from the search screen. An optional note may be left now when changing skill on chats/emails (Change Skill Note). Shortcuts are now suggested on the chat and email screens through tooltips (Shortcut Tooltips).
Live CHat Warnings
Occasionally things can get stuck in your chat queue. At times you may not have the right agents available to handle certain skills or languages. Previously it could be difficult to diagnose these issues. Now on the “Chat Queue” screen, the table displaying the queue by skill, language, brand, or widget will display warnings to indicate something may need to be addressed.
Email Information Enhancements
Administrators and Team Leads now have the ability to change the skill of a chat or email from the search screen. This may be useful when an interaction needs to be re-routed to a different department.
Change Skill Note
As always with EdgeTier, we welcome feedback and input on any and all features as we add and improve the system. Stay tuned on our blog here and on our email list for the next set of updates and features.