Content:
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Feature Description
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Import Scenarios
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Sequential Response
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Export Audience
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Drop Chats
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Historical / Real time Analytics
Feature Description
Description
This feature is developed to organize the workflow between departments and agents when the conversation between client and bot handed over to one of your team. It’s so helpful to enable end-users to get the job done in less time by directing the conversations to the responsible team or agent to reply to the user inquiry.
Setup
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To set up this feature go to: team members section ➡️ bot sittings tab ➡️ inbox agents settings ➡️ press on create team ➡️ name the team ➡️ choose color for the team ➡️ click save changes ➡️ you are done ✅
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To add agents for the teams go to: team members section ➡️ bot settings ➡️ find the agents table in team members column ➡️ select the team for each agent ➡️ click on save changes ➡️ you are done ✅
Notes
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You can let any agents without being in a team.
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Only bot owner and admins can add or remove agents from teams.
Target
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This feature is for free plan users.
Assets
Import Scenarios
Description
This feature is developed to make adding bulk scenarios easier by sheets.
Setup
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The uploaded sheet must be in csv extension.
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Download the sample sheet to develop your sheet relying on the sample format.
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Develop your sheet.
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Be careful about the following limitations:
- Maximum number of questions in your plan is xxxxx.
- Maximum size for the sheet is 5 MB.
- Maximum length for example characters is 300 characters.
- Maximum length for answer characters is 2000 characters.
- Maximum length for tags is 200 characters.
- Upload your sheet.
- Please know that the sheet will not be imported without complying with all the limitations.
Target
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This feature is for free plan users
Sequential Response
Description
This feature is developed in case bot owners want to send more than one flow as a reply to the customer in order.
Setup
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Enabling sequential response toggle in the scenario.
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Selecting the sequence of flows you want to add.
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You can add response flows up to 10 flows.
Target
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This feature is for pro plan users
Export Audience
Description
This feature will help bot owners to save the data of the existing bot users with the attributes and segments from the bot audience
Usage
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Just press on Export csv file button on the audience tab.
Target
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This feature is for free plan users
Drop Chats
Description
This feature will help agents and supervisors to assign and know the status of the conversation and get more insights about users behavior.
Note : Dropped chats are the session that users stopped to reply to the agent where the agent was available in the session.
Usage
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In the inbox tab drop button in send message section.
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Be careful that drop button appears to the agent in the following cases:
- Agent is checked in
- Conversation is assigned to him
Historical / Real time Analytics
It is a dashboard giving insights about chatbot and agents performance real time or historical.
Realtime
It gives a online insights about the running services and session between bot or agents and customers
- Missed chats Chats that visitor ends the session without agent response
- Dropped chats Chats accepted by the agent where agent response then visitor ends the chat and it was closed by agent
- Chat`s per agent the number of chats that agent is handling in parallel
- Waiting time the time that visitor waited for the first response from the agents
- Chat duration The total time from the first response to session closure
- in queue chats total number of online current chats
- in queue Assigned number of chats assigned to agentsAssigned = in queue – unassigned)assigned chats cannot exceed the total assigned chat capacity for all agents
- in queue Unassigned no of chats that in the queue and it was not assigned to any agents
- No of Online agents who marked the status as online
- No of offline agents who in logged in widebot inbox
- No of busy agents who marked the status as busy
- C-SAT-Good No of chats that customers choose bad feedback in C-SAT survey
- C-SAT-Bad No of chats that customers choose bad feedback in C-SAT survey
- Incase of asking the customer to choose or write rating of 5 number
- ( 0 to 2 ) counted as bad
- ( 3 to 5) counted as good
Historical
- Total Chats total number of chat in the given period
- Missed Chats Chats that visitor ends the session without agent response
- Served Chats Chats ended by agent after resolving the customer issue
- Resolution average time the Average time of the chat session from the first response to closes the session
- First response time the time between customer asking for human agent to agent first response