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What happens when all LiveChat agents go offline?
When all your agents go offline, your LiveChat switches to offline mode. It means that your visitors can leave messages via ticket form and contact you even after your office hours. You can answer these messages in the Tickets section.
How to check the resolution time on LiveChat?
Resolution time: Data on the average amount of time your agents need to resolve a ticket. Ticket sources: See how many tickets you get through the chat window, the ticket form and through email. In the Team, Business and Enterprise plans, each report can be filtered by a particular agent, group of agents or tag.
What does the last 7 days on LiveChat mean?
Last 7 days: A short summary of previous 7 days that informs you about the number of chats, queue, achieved goals and customer satisfaction levels. Total chats: Data about the number of chats you receive and how many chats were missed when your LiveChat was offline.
Is there a way to go to messaging mode on LiveChat?
The connection is always there, and you exchange messages when you need them. Log in to LiveChat and go to Messaging Mode in the Chat Settings section. To start using Messaging Mode, set your status to “Enable Messaging Mode.” From now on, visitors can message you even when you’re away.
What happens if all chat agents are invisible?
If incoming chats are assigned to agents, invisible agents cannot receive or accept chat requests. If all chat agents are invisible, the widget will not appear online to visitors and chat triggers will not fire. For information on broadcast and assigned chat routing, see Setting up chat routing.
What happens when chats are broadcast to all agents?
If incoming chats are broadcast to all agents, invisible agents can still see and accept chat requests. If incoming chats are assigned to agents, invisible agents cannot receive or accept chat requests. If all chat agents are invisible, the widget will not appear online to visitors and chat triggers will not fire.
When to transfer chat sessions to another agent?
Individual agents may have different areas of expertise. If a chat agent is involved in a conversation that is outside his current level of expertise, he should quickly transfer to another agent. When this happens, ensure that the customer is aware of the transfer. Action: Train your chat agents to transfer chat sessions when required.
What do you need to know about LiveChat?
Availability: The amount of time your LiveChat was online and available for clients. Goals: Number of goals scored during chats. Pre-chat survey: Data your customers enter into pre-chat surveys. Post-chat survey: Data your customers enter into post-chat surveys. Queue abandonment: Visitors who left your queue without chatting.
What’s the response time for a live chat?
Live chat empowers agents to handle multiple conversations, without making customers wait for a longer time. Define your response time to measure customer satisfaction. Try to respond within 60 seconds. It will help you to utilize your team members to meet the KPI.