A panel where managers and supervisors can monitor and manage activities of all resources. Progress of assigned tasks can be viewed and new tasks can be assigned from within this interface. Managers can view and edit numerous components such as schedules, canned messages database, roles and permissions.
Our Bonus Points System rewards your agents based on key performance indicators such as first response time, meaningful chats and other criteria. Bonus Points System also lets you know what areas chat agents are lacking in to help you guide them better.
Intelligent Decision Support System notifies you of weak performing agents and also suggests you the required actions to address the issues.
SuperWise by LiveAdmins is a state-of-the-art Monitoring Panel that gives you the ability to monitor detailed conversations between chat agents and website visitors in real-time.
This module lets you see the current status of chat agents by identifying agents who are active and who are on a break. It also tells you how many clients each agent is handling to see the total workload and if you need more agents to handle your website visitors.
Active Chats allows you to see the total number of active chats and chat agents, roles, status, total time spent and unsent chats. It also allows you to track agents who are active on more than 3 chats ata time.
Chats in Progress allows you to see all the chats which are in process at a specific point in time. You can also see the total number of active agents and the number of chats each agent is handling.
Top Performing Pages Report will give you insight into the top 5 traffic sources for your website in a given timeframe to help you better evaluate where you should invest your efforts to drive more sales.
Meaningful Chats Report will highlight the total Meaningful Chats in a given time period. The chats include business opportunities plus all the chats in which a customer was assisted.
This module allows chat agents to set a Distribution List that will allow agents to send chat transcripts to the concerned department or people by just the click of a button.
This feature allows the management team to edit chat agents’ canned messages for accuracy and keeping them up to date.
Tickets allow chat agents to report issues, bugs and other feature requests to the administration easily. As soon as a ticket is submitted, the support staff will be immediately notified.
Through Resource Management chat agents can be managed in the LiveAdmins system. It allows for new resources to be added, set service schedule, view all resources and assign users to trainers.
Chat agents are evaluated on a multitude of supporting Key Performance Indicators including first response time, average response time, billable ratio, hours and various other metrics deemed necessary for ensuring optimum customer experience during every interaction.
Chat agents are regularly updated of existing clients in regards to changes in any aspect of their business to ensure that agents have complete knowledge of the business.
Dashboard Tickets allow employees to issue tickets for relevant tasks. These can include reporting bugs, communicating requests, providing updates, requesting for and/or providing feedback and making announcements.
LMS is a self-training system used by new hires to better understand our clients’ businesses and a great resource for existing chat agents to refer to. Using LMS, we create a database for employees that contains in-depth information about all your products, services, guidelines and manuals. Each time a new client is acquired, the database is updated and made accessible to all chat agents.
In case an agent delays the response by more than 30 seconds, an automated alert is sent to him/her to ensure that the visitor does not have to wait.
Chat Ratings for a particular website can be easily integrated into the system so that they can see chat agents performance on a regular basis.
Our technology can implement hierarchical control based on the structure of your organization. Each individual employee will receive and be able to view only the information relevant to their role in the process.
Attendance Management System allows you to track and monitor attendance sheets of all chat agents on a particular website for a given time period. This also proves as a useful tool from a time management perspective.