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Agent Interface

 

1. What is an Agent Interface?

An Agent Interface is the backend dashboard of the customer care agents. They use it to assist their customers. When an agent logs into his Live chat support dashboard, they can perform different actions from there.

These actions include:

- Subscribing & Unsubscribing customers from their mailing list,

- Manage tickets,

- Provide delivery status to their customers, etc.

The size of the dashboard depends on the size of the company, the customer service platform used, and the plan the company has opted for.

But it provides an agent with full control over customer activities and can be used by them to have an overview of the customer journey.

2. What can you do in an agent interface?

An agent can carry out different sets of actions from the agent interface, they are listed as follows:

  • Creating notes of the chats.
  • Collect and edit customer information.
  • Add a customer to the mailing lists of the company.
  • Solve queries related to payments & refunds.
  • Access data and create reports to use them in strategy formulation.
  • Train bots with smart responses to answer basic queries.
  • Create reports.
  • Create a minimum response threshold score.
  • Check conversations:
  • New
  • Active
  • Unassigned
  • All, etc.

 

3. What kinds of reports can you create in an agent interface?

The reporting dashboard of the agent interface provides insights into individual and team performance. It involves statistics on:

  • Inbound Requests
  • Resolution %
  • First Response SLA %
  • Resolution SLA %
  • Average Resolution Time (in mins)
  • Average First Response time (in mins)

 

4. What features do Live Agent Interfaces have? 

A Live Agent Interface provides you with everything that you need to build a good relationship with your customer. It helps you with features that would resolve your customer problems by providing them good customer service. You can even monitor your agent’s real-time work and how responsive and clear they are with their answers. They can not only find the number of open tickets assigned to them but can also see tickets assigned to their colleagues. 

It also helps them in meeting their SLA's (service level agreements) which ensures the provision of a good overall customer experience.

This helps in retaining customers, bringing in more sales into the business.

5. How to Customize Agent Availability Settings on Engati?

Agent availability settings are calculated on the basis of the time taken to respond to your customer’s query by the agent.

With Engati’s Live chat interface, you can customize agent availability settings. This helps in keeping a check on how active your agent has been on the platform. 

Agent availability is the settings that allow you to calculate an agent’s first response time. It is the duration within which your agent needs to respond to your client. In the Engati dashboard, you can customize the agent availability settings. These settings determine which of your agents are active to respond to your clients.


6. What are the Benefits of Customizing Agent Availability?

  • It helps in reaching your SLA based on the first response time.
  • It helps you to set up your work hours and holidays.
  • It allows you to respond accurately.
  • It also ensures customer satisfaction due to your timely responses.


7. How to Create and Manage Teams?

You can create and manage teams from your Engati dashboard. It is available in - configure > teams. You can assign different roles to your agents and differentiate them through different categories. You can also add their job description besides the category. An agent need not be in only one team, they can be in multiple teams at any given point in time.


8. What are the benefits of Creating a Team?

  • Agents with similar roles can be put in the same team to be effective and more productive in handling customers.
  • Teams tend to increase coordination among agents which decreases response time.
  • They allow agents to break down complex customer requests by assigning them tickets.


9. How does an Agent Interface of Engati look like?

The entire dashboard is divided into 7 subparts which include:

  • Home.
  • Conversions.
  • Dashboard.
  • Automate.
  • Train.
  • Users. 
  • Configure.


10. How does the Home screen in Agent Interface of Engati Look like? 

The home screen of Engati displays all the statistical data. It provides you with specific day’s trends making it is easy for you to get a glance at your team’s performance for that day. It also provides you with overall data that includes a statistical model of customer care divided into different time charts. This helps in getting the statistics on resolved information and incoming information as per time.

The home screen also includes an overall data of:

  • Inbound requests by channel.
  • Resolved inbound requests by channel.
  • Inbound requests by status.
  • Inbound requests by resolution time.
  • Inbound requests by resolution mode.
  • Inbound requests by wait time.


This data helps in showing your current performance and the areas of improvement for the company.

11. How does a Conversation screen in Agent Interface of Engati Look like?

The conversation tab consists of:

  • New Conversation.
  • Active Conversation.
  • Unassigned Conversation.
  • All Conversation.



A. New Conversation:

The new conversation tab includes all the new conversation that a company is receiving from their clients. It groups all the latest queries received, so it is easy for an agent to pick and continue a conversation from there itself. This is good for customers as they do not have to wait too long before getting answers to their queries. As for agents, it is easy to access and keep a note of all the new conversations coming in.


B. Active Conversation:

The active conversation tab shows all the current conversations that are going on. It is very useful for managers to keep an eye on their agents who are using this. This helps them in knowing whether the agent is good enough in solving the customer queries. If a company is using a chatbot and its live chat feature as well, the agent can take in the complex questions from the active conversation tab.


C. Unassigned Conversation:

Unassigned tabs include all those conversations that are currently active but are not assigned or managed by an agent. Once an agent is done with his/her current conversation, they can jump into the unassigned tab and get new unassigned conversations.


D. All Conversation:

All conversation tab is an overview of all the above conversations.

The conversation tab also includes a Notes Section besides the response section. Using this notes section, you can create a note of your conversation which might help you to continue your conversation from the same point where y’all had initially left it.

The conversation tab also includes a section on the right called User Details.

This section plays a really important role in collecting the user data like their:

  • Name
  • Email
  • Phone Number
  • Title
  • Last Active
  • Joined On
  • City
  • Country
  • Time Zone, etc.

12. How does the Dashboards screen in Agent Interface of Engati look like? 

The Dashboards screen of the Engati’s Live chat interface consists of:

  • Summary.
  • Agents.
  • Bot Responses.


A. Summary:

The summary tab includes a bird eye view of the entire data. It is very similar to the home screen tab.

B. Agents:

The Agent screen shows your stats of the agent’s performance. His performance is judged on the following metrics:

  • Inbound request.
  • Resolved request.
  • Transferred request.
  • User feedback percentage.
  • First response SLA percentage.
  • Resolution SLA percentage.
  • Average first response time (in mins).
  • Average resolution time (in mins).


C. Bot Responses:

Bot responses provide you with statistical data for the following:

  • Total questions asked.
  • Total questions answered.
  • Total questions unanswered.


13. How does the automate screen in Agent Interface of Engati look like? 

The Automate section of the Agent Interface of Engati is divided into 2 parts:

  • Smart Responses.
  • Path.

1. Smart Responses:

Smart Responses is further divided into 3 parts:

  • FAQ (Frequently asked questions).
  • Tabular Input.
  • Entities.

Refer to the above infographic to know more on these features.


2. Path:

The path is where you decide the whole journey of your customer. You can select paths like:

  • Welcome, a new user.
  • Greet a returning user.
  • Default messages.
  • Post resolution.
  • Agent unavailable.

You can also create your custom own path. This is one area where you can use your creativity to add some custom features to it. And create an exciting customer journey for your clients.

 

14. How does a Train screen in Agent Interface of Engati Look like? 

The Train screen in the Agent Interface of Engati is where you can check the results of how well your bot is trained by you. You can search for a keyword to find its response.

You can also check the user’s message and its closest match that you have trained your chatbot with. It also helps with the actual response used by your bot and shows its type, score, and message time.

15. How does a User's screen in Agent Interface of Engati Look like? 

As the above picture suggests, the Users section shows you the list of users your agents have interacted with. It shows you the:

  • Name.
  • Account.
  • Channels (website/mobile).
  • Last active on.
  • Joined on.

On clicking on the user, you get an in-depth view of their profile and conversations + plus which of your agents handled their query. It is a great way to check your agent’s performance and to study your customer.


16. How does a Configure screen in Agent Interface of Engati Look like?

The configure screen in the Engati’s panel includes features like:

  • General.
  • Channels.
  • Team.
  • Routing.
  • Advanced. 
  • Preference.


1. General:

General settings include your product details like:

  • Name.
  • Website.
  • Logo.
  • Bio.

It also includes General settings like:

  • Primary language.
  • Primary time zone.
  • Request feedback on resolution.
  • Agent busy response.
  • Transfer to agent response.
  • Exit agent conversation option text.
  • Max. wait time.
  • Automatically resolve for inactivity.

2. Channels:

Engati’s channels include:


3. Team:

The team is divided into 3 sections:

  • Setup.
  • Manage.
  • Quick responses.

4. Setup:

Setup includes features like:


5. Manage:

You can assign a role, channels, and categories your agent from the manage section.

6. Quick Responses:

This tab includes all the quick replies you had initially added to greet your new customer. All the responses you have added can be seen in this section.

7. Routing:

Contextual Routing is where you create rules based on attributes of your customer. Based on these attributes your customer would be assigned to that respective agent matching the attributes you have set.

You can also assign a conversation to the agent who has managed it previously. Refer to the image to know more about this topic.

8. Advanced:

In advanced settings, you can create and manage your automated responses. It also has a language setting that will allow you to enable multiple languages if you are looking for a multilingual conversation.

To know more on smart responses, refer to this image:

9. Preferences:

The preferences section includes features like:

  • Notify via sound on a new request.
  • Notify via sound on a new message.


Conversation Wallpaper

You can select a Wallpaper either through the default options available or just add your custom wallpaper.

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