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| InstantService
Agent Console |
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Agents chat, push content, respond
to, and send emails to customers via the InstantService
Agent Console. The Java-based application operates from
any web browser and enables the management of up to ten
simultaneous chat/email sessions from one easy-to-use
interface.
Features
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Customer Queue
Tabbed divisions
separate chat and email queues with customizable
threshold levels, organized in ascending or descending
order based on customer name, wait time, department,
email address or subject. |
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Automatic Queue Distribution
(AQD)
InstantService offers
a queue distribution model that automatically assigns
new customer chat and/or mail sessions to agents
based on their availability, skill and performance.
In a customer support scenario, Automatic Queue
Distribution streamlines agent workflow and reduces
customer wait times. In a sales scenario, the new
system fairly assigns incoming sessions to commission-earning
agents in sequence, based on their individual skill
and priority settings. |
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Customer Details Window
This section of the
Agent Console features fully customizable customer
information collected from the chat form, website,
or CRM database. |
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Agent Room, Private Message
and Broadcast
These built-in features
allow for internal agent and administrator communication. |
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Transfer
Agents can easily
transfer chats and emails to other agents or departments. |
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Monitor
Administrators can
unobtrusively monitor or participate in active chat
sessions. Details from active mail sessions can
also be reviewed in real-time within the Agent Console. |
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Multitask
Agents can manage
up to ten simultaneous chat, email and/or monitored
sessions, allowing chat agents to easily answer
emails when chat volumes are low. |
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Response Libraries
Commonly used text,
URL and file responses for chats, emails and FAQs
are combined into one knowledge base, organized
by department and response type. |
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Response Libraries Hot Keys
Administrators can
assign hot key combinations to Response Library
items. Agents can use these shortcuts to quickly
send frequently used text responses into a chat
or mail session. When used with InstantService's
other hot key commands, both hands can remain on
the keyboard, boosting the speed and accuracy of
agent responses when they are handling several simultaneous
sessions.. |
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Tokens
Tokens can be used
to customize Response Library items with customer
data, such as the customer's name in a greeting. |
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Content Push
Agents can push text,
URLS and files to the customer's browser from the
Response Libraries or from his/her own PC. |
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Audible and Visual Alerts
Customizable alerts
will pop-up and/or sound for new customers in the
chat or email queue, customers typing, private messages
and transfers. |
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Spell Check
Chat and email sessions
include optional spell checking with fully customizable
dictionaries. |
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Print Session
Agents can easily
print the chat or email session transcript. |
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International Characters
Agents can receive
and type characters in a chat or email from any
Unicode supported language assigned to the department. |
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Comments and Categorization
Additional comments
can be added to the chat transcript after the chat
has ended. Chat and emails can be further categorized
into customizable groups. |
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Agent Availability Toggle
This prevents busy
agents from receiving transfers and new chat queue
requests. |
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Secure Connection
128-bit SSL encryption
secures all communication between the Agent Console,
chatting customers and the InstantService database.
All SSL connections are decrypted by hardware for
the best possible performance. |
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ASP
The Agent Console
is a web-based, Java application, permitting agents
to chat and respond to customer emails from any
computer connected to the Internet, behind firewalls
and/or overseas. Software updates are automatic
and maintenance is minimal. |
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IP Filtering
For added security,
an account administrator can define a list of allowable
IP's that are able to access the Agent Console. |
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Agent Reconnect
If an agent's connection
to the Internet is interrupted, the Agent Console
will automatically attempt to restore the connection
and maintain any open chat and email sessions. If
the agent is unable to reconnect, the chatting customer
will be notified and his or her session will automatically
resume with another available agent. |
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Integration Window
The Integration Window
is the name of InstantService's integration technology
that allows the export of InstantService data from
the Agent Console to an existing CRM database or
any other application. |
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