Chat Monitor
In Twixor EnCaps, you can monitor live chats at real-time by analyzing call queue, agent actions, and satisfaction rating through a single dashboard!
By mChat Interface Media attachmentonitoring your live chat, you can improve the efficiency and performance of your call agents.
Queue Activity-
Managing call queues is essential for offering excellent customer support. If an enterprise does not hone the call queue properly, they end up dissatisfying consumers.
Incoming Chats
It displays the number of chats initiated by the EnCap visitors. Chats can be initiated through EnCaps PWA or WhatsApp Journey.
Wait Time
Here you can inspect the longest and shortest wait time in the call queue and estimate the constituents that are imparting them.
View Missed Chats
By monitoring the missed chats, you can also find out the appropriate staffing needs for not missing out the important customer chats.
You can reopen and resume the existing conversations. Customers get frustrated if they don’t get the answers when they reach out to support. By using this feature, double your chances of converting missed leads and improve customer satisfaction.
If a request to connect with an agent is on the queue for more than a specified time, it will be considered as Missed Chat. You can configure this time in the Chat Config Module under Admin menu.
Additionally, you can also set notification or message to reach customer, when the agent chat is missed and the message will be shown to the customer whenever there is a timeout as in the screenshot below.
To monitor missed chats
Follow these steps to view the missed chats:
- In the Chat Missed section of the Real Time Monitor dashboard, click
to view the Missed Chats.
- Select the From Date and To Date from the calendar, select the Reason and click Get Chats to view the details of the chats missed between these dates.
- The details like name of the customer who have initiated the chat, Date on which the chat has been started, for which reason the chat has been missed and the chat message will be displayed in this page.
- Select any one of the Actions given below.
View the details of the missed chats
- Click View to view the details of the missed chats.
- The customer details like Customer ID, Name, Mobile Number and Chat ID will be displayed in this View Chat screen.
Resume the missed chats
- Click Resume button to reopen the missed chats and resume the chats.
Once you click on the Resume button, the chat gets resumed and goes as New Chat under the Floating Chat icon for the Agent to pick up again as shown in the minimized chat window.
Agent can resume the missed chat in the chat interface as given below.
Agent Activity-
By observing the conversational activities of all the call agents, you can easily track down the number of chats that are currently active (Active Chats) and total number of chats (Chat load) handled by an individual agent.
Click Online Agents
to view the status of each agent (Online/Offline) as well as their total number of current chats.
Total number of active chats is the foremost chat metric that must be monitored closely. It is not only information regarding the chats your team dealt with, merely it explains you two extra aspects.
• When you must think about including live chat agents to have extra conversations? and
• Total number of chats handled by your department.
Satisfaction Rating-
When the chat is closed, the customers are asked to provide the star rating and comments for the chat from their mobile device by clicking the Give Feedback button.
After providing the rating, a "Thank you" message will be displayed to the customer as shown below.
In this Satisfaction Rating section of the "Chat Dashboard", you can view the number of definite tickets that are rated positively and the number of chats that left a bad impression. This will also show you whether your customers are satisfied with the received service.
Monitor ongoing chats
Monitor chat feature allows the admin to supervise the ongoing chats handled by other agents/admin.
Follow these steps to monitor the chats:
- Click to view Ongoing Chats in Active Chats section.
- Tap All Chats tab and click Subscribe button to monitor the ongoing chats of the selected agent.
Click Unsubscribe button if you don't want to monitor the agent's online chat.
- After clicking the subscribe button, navigate to Monitoring Chats tab to monitor the subscribed chat.
Export Missed Chats as a file
You can export the missed chats to a standard Excel file that can be viewed on any device.
Info! Aside from missed chats, you can also export Chat Analytics
To export the missed chats to an excel file,
- On the Real time monitor page, click under Chat Missed section.
- Select From Date and To Date from the dropdown to view the chats missed between these dates.
- Choose the reason for an agent not to respond to the chats.
- Select All to view all the missed chats.
- Select Timeout to view the timed-out chats.
- Select Out of Working Hours to view the chats missed when the agent is not in the working hours.
-
Click
on the Missed Chats page to export the missed chats to the standard excel file for future reference.The Information available in the Missed Chat Report:
Customer - Mobile number of the Customer chatting with the Agent
IP Address - IP Address of the customer's device using which he is conversing with the agent
Started Date - Date and Timestamp when the conversation has been started
Chat - First message sent by the customer
Missed Date - Date on which the chats are missed by the agents is revealed here
Status - Current status of the chat. For example, the chat status will be MISSED when the chat is not attended by the call agent
Department - Name of the Department which is handling the chat.
Location - Current location of the customer.
