Agents management

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Intro

AddAgent1.png

Sitehood's chat includes an advanced automatic routing system that allows creating different agents under the chat account, granting permissions to every agent and automatically distributing chat conversations between the agents according to availability, previous conversations, departments and pages.

Note that you cannot login to sitehood using the same username and password from more than one computer at the same time. That is why every agent has his own user account. To login from another computer, first logout of the previous one!

Agent management

In order to create or edit an agent, go to the agents mangement section in the settings page.

Every agent is an account owner in Sitehood. He has his own username and password in the system.

You can set the agent’s basic details for account creation and his display information that will be shown to visitors.

Grant permissions

The manager can restrict the agent's account in several ways:

  • Access permissions - You can set the system pages you would like the agent to have access to (Control panel, History, Settings etc.)
  • Conversation permissions - You can restrict the agent's abilities in the control panel (sending public messages, taking over conversations, transferring conversation etc.)

Further information about these settings can be found in the agents mangement page.

Conversation capacity (limit)

You can set the maximum conversation each agent can manage simultaneously. According to the agents ability, it is possible that every agent will have different limit. This capacity helps to prevent the agent from getting conversations when he already has several active conversations and can't cope with new ones.

When the conversation capacity is 3 (the default), the operator will get conversation according to the routing system until he has 3 active conversations with 3 different visitors. The next visitors will be entering a waiting queue (if there are no other operators). The operator has to close conversation when he finishes it so he will become available again for new conversations.

Note that if you set the conversation limit to be 0, the operator will not receive any new conversation and he will practically be "unavailable" constantly.

Leads coordinator

You can set an agent to function as a leads coordinator.

The leads coordinator is an agent that does not receive conversation automatically by the routing system. This agent will act as an online available operator that can receive conversations only manually when other operators will transfer them to him or by manually contacting the visitors.

This kind of an agent is designed to handle chat conversation that was defined as leads. This means that the leads coordinator will continue a conversations with a visitor that was marked by the operator as a “lead”

Leads terminal users can choose to transfer the conversation to the coordinator when sending lead forms.

As explained in the leads system page, agents can handle leads created in the chat in a special leads terminal. In this terminal you can update the leads details, relate it to a certain agent, set a follow up date and more. This terminal is dynamic and updates automatically.

You can create agents and mark them as leads coordinators for them to work on the leads termial alone without having to chat with visitors.

This system provides the ability to conduct chat conversation by some operators that will create leads and direct them to the leads terminal where other agents will receive them and will conclude the sale process.

Conversation routing

The routing system is designed to make it possible to work with massive numbers of visitors, conversations and operators.

Sitehood's agent system is suitable for enterprise companies with call centers activating dozens of operators. You can also use the chat without the routing system - Just contact any visitor any time and set the limit to a large number.

Automatic routing

As mentioned, the system routes incoming conversations automatically to the connected operators.

Once a visitor opens a new conversation, meaning that he sends a message in the chat (regardless of the automated messages received), he is related to one of the operator automatically.

The routing is performed according to these rules:

  • Load distribution - The most available operator will receive the next incoming conversation. For example if there are two operators (1 and 2), operator number 1 handles three conversation and operator number 2 handles two conversation. The next conversation will be routed to operator number 2. This distribution often called "load-balance".
  • Previous conversations - When a visitor returns to the site, the operator who chat with him in his previous visit (if there is one) will get priority in this conversation routing. The visitor will be routed to this operator as long as he's online and available even if there are operators with less active conversations. If this operator is offline or unavailable the visitor will be routed to another operator based on the previous routing rule.
  • Departments and pages attribution - As explained in the Departments and skills page, you can relate an operator to a department that contains some of the site's pages or even relate single pages to the operator. When a visitor sends a message while he is on one of those pages, the operator related to them will get priority in this conversation routing. The visitor will be routed to this operator as long as he's online and available even if there are operators with less active conversations. If this operator is offline or unavailable the visitor will be routed to another operator (even unrelated to this department) based on the previous routing rule.

A leads coordinator agent will never receive conversations automatically by the routing system.

Every action related to the conversation routing will cause a system message to update the visitor about his status. For example entering a waiting queue, a message indicating there are no online operators, conversation closer or an operator disconnection. You can change the text of those messages or even disable them in the settings page.

Availability

As mentioned, every operator has a conversations capacity. When an operator has filled his capacity, the next incoming conversation will be routed to a waiting queue (provided that there are no other operators available).

Waiting queue

The waiting queue is designed to allow operators to continue their work and return to waiting visitors when they become available again. The queue is actually build in such a way that the first visitor enters is the first to go out meaning that he is the one who will be answered first.

The moment an operator becomes available that is to say he closes a conversation (see close conversation), the visitor will leave the waiting queue and will be routed to him instantly. There is also a message that updates the visitor that all operators are busy and he has to wait.

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As explained in the control panel page, the operator can manually become unavailable or offline without actually filling his conversation capacity or disconnecting.

For example, he can select his status as "unavailable" even if he has no active conversation. The system will treat him as such and will rout visitors to the waiting queue.

Note that if the operator has active conversations and he selects his status to be "offline", all conversations will be routed again to another operator and the visitors will receive message about it.

Taking over and transferring a conversation

Beyond the automatic call routing, operators can transfer calls between them if they granted with the permissions.

As explained in the chat management page, operators can:

  • Take over a conversation - Taking over a conversation that is related to another operator despite the automatic routing.
  • Transfer a conversation - Transferring the conversation manually to another operator as long as he is online and available.
For example you can pass the conversation to a manager or to another operator more relevant to the visitor's request.
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