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Velaro’s departments allow you to organize your online agents into groups of similarly trained personnel. Use departments to allow visitors to chat with someone in your sales department, your technical support department, or any other category you would like to define. Velaro does not limit the number of departments you can set up.
Summary of features:
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Agent Assignments |
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Department Routing |
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Chat Buttons |
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Advanced Routing |
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Integrated Surveys |
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Department Managers |
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Department Reporting |
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Department Configuration | |
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Assign an agent to specific departments or have agents belong to multiple departments.
Place a chat button on your webpage that is linked directly to a specific department. For example, when a visitor is in the support section of your website, you can automatically have the chat button route to the support agents.
Using our integrated survey management, build a survey that allows users to select from an available list of departments. You can have multiple surveys active at one time, and place different surveys on different pages, allowing visitors different access to different departments based on their current location within your website.
Use Velaro's chat archives or survey reports to get a detailed analysis of your department utilization.
If an agent is unavailable in a particular department, direct visitors to a “not-here” custom contact survey form that can be e-mailed to the appropriate agent team.
If you subscribe to Velaro’s enterprise routing capabilities, you can set up individual support tiers within each department. So, for example, if you have a technical support department, you could have all chats routed to the “first tier”, and once that tier was operating at its maximum capacity, all new incoming chats would move up the the “second tier”. This is helpful in cases where you would like your sales staff, managers or other departments to act as back-up for other departments during peak hours.
Department managers can review archived chats relevant to their department at any time, and view other chat metrics, such as total chats or missed chats within their department.
Use Velaro's chat archives or survey reports to get a detailed analysis of your department utilization.
Each department can be set-up completely independent of other departments. For example, one department may have chats auto-routed to the least busy operators in a round-robin fashioned, and another department may have all incoming chat requests forwarded to a queue.
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