Post by ruhaimaromana22 on Nov 4, 2024 5:31:30 GMT -5
Since March 20, a new process management tool has been available in the LiveTex Personal Account — a supervisor, which allows you to quickly monitor the work of your employees with customer requests.
Thanks to the Supervisor function, the administrator can track interactions with clients and, if necessary, intervene in the process.
The main capabilities of the supervisor at the moment:
Monitoring the progress of correspondence in all requests not closed by the employee from all channels for full control of the operator's actions
Tracking the operator's performance social media marketing service metrics with requests is necessary to adjust employee KPIs
Viewing the history of the request and the client's data (attributes) will help you quickly understand the context of the question and assess the accuracy of the information provided by the operator.
Reply to the client if necessary and close the request
Adding internal comments that are visible only to employees and the supervisor will help operators resolve customer issues
Transfer to more competent employees will reduce the time it takes to resolve the issue. The supervisor can transfer the request at any status, for example, early from the queue or from the bot to the corresponding command from the client. Also, the transfer of the request by the supervisor to the operator works even when the employee has reached the limit on the number of requests in the work.
Setting filters for all indicators will simplify the search
The functionality will be expanded in the future.
You can test the new tool in your LiveTex Personal Account in the "Supervisor" section. The tool is available on the Advanced tariff.
New clients can test all the features of the chat platform during 14 days of free trial access . Write to our managers if you need help with choosing a tariff or settings, or register on the site yourself.
Thanks to the Supervisor function, the administrator can track interactions with clients and, if necessary, intervene in the process.
The main capabilities of the supervisor at the moment:
Monitoring the progress of correspondence in all requests not closed by the employee from all channels for full control of the operator's actions
Tracking the operator's performance social media marketing service metrics with requests is necessary to adjust employee KPIs
Viewing the history of the request and the client's data (attributes) will help you quickly understand the context of the question and assess the accuracy of the information provided by the operator.
Reply to the client if necessary and close the request
Adding internal comments that are visible only to employees and the supervisor will help operators resolve customer issues
Transfer to more competent employees will reduce the time it takes to resolve the issue. The supervisor can transfer the request at any status, for example, early from the queue or from the bot to the corresponding command from the client. Also, the transfer of the request by the supervisor to the operator works even when the employee has reached the limit on the number of requests in the work.
Setting filters for all indicators will simplify the search
The functionality will be expanded in the future.
You can test the new tool in your LiveTex Personal Account in the "Supervisor" section. The tool is available on the Advanced tariff.
New clients can test all the features of the chat platform during 14 days of free trial access . Write to our managers if you need help with choosing a tariff or settings, or register on the site yourself.