For any conversation for which the routing rule is set up with a least 1 conversation in the queue:
- If they minimize the chatbox and remain on the brand website, they will see the chat box in a minimized state along with a red dot displaying the number of new messages received in real-time
- If they leave the brand website, visitors will get notified via e-mail whenever they receive a new reply from an agent. When they come back to the website, they will see an open chat box with the agent's latest replies.
- In both cases, visitors will be able to continue their conversation whenever they want but won't necessarily receive answers in real-time.
- your brand name as sender name
- your logo
- the name of the agent who replied to the last messages sent by the visitor
- the last messages sent by both the visitor and the agent
- a link that allows the visitor to come back to your brand website and see an open chat box with the agent's latest replies. If agents end conversations right after sending their last messages, visitors can see a satisfaction survey.
- If visitors are not authenticated and hide their browsing history using the "Hide my history" feature via the chatbox settings panel; the history of their previous conversations (and active ones) will no longer be displayed on the chatbox.
- If visitors are not authenticated and clear their cookies, they will be dissociated from their iAdvize ID. Thus, you will need to retarget them to initiate a new conversation (and create a new iAdvize ID) and their previous conversations will no longer be displayed on the chatbox.
- If visitors are authenticated (via an external ID) and hide their browsing history using the "Hide my history" feature via the chatbox settings panel; the history of their previous conversations (and active ones) will no longer be displayed on the chatbox.
- If visitors are authenticated (via an external ID) and clear their cookies, they will be dissociated from their iAdvize ID. Thus, you will need to retarget them to initiate a new conversation (and create a new iAdvize ID). When a new conversation opens, if visitors are authenticated (via their external ID), they will find the history of their previous conversations.
- the number is set to 0: there won't be any queue and it will work in a synchronous way: visitors will be engaged only if agents are available to answer in real-time.
- the number is greater or equal to 1: the queue will be enabled and it will work in an asynchronous way: visitors will be engaged only if there are available slots in the queue.
- => When 100 conversations have been assigned to the
- new conversations will be assigned to the "PRO PLATEAU 2" group until we reach 40 new conversations, and then, if this routing rule has reached its maximum number of conversations, new visitors won't be able to
- Customer satisfaction: This data allows you to measure the satisfaction you generate with iAdvize
- Net Promoter Score: This allows you to measure your ability to be recommended by your customers.
- First reply time: The first reply time is based only on the first "human" reply (Professional agents, expert...). It does not consider the reply from the bot.
- Resolution time: The median time elapsed between the first message sent by the visitor and the end of the conversation.
⚠ This is an overview of the Customer Experience Report / the interface is subject to change.
The number of closed conversations in your Conversations report
The Conversations report now displays the number of conversations closed over the given period of your choice.
Your indicators are about to change!
We will gradually enhance the indicators available in your reports to adapt them to asynchronous messaging. The definition of contact has changed:
- Contact: a contact begins when the conversation arrives on the agent's conversation panel and ends when it is transferred, snoozed or closed. There can be therefore an unlimited number of contacts in a conversation.
Conversation: a conversation begins when visitors send their first message and ends when closed.
The Customer Experience, Conversations and Production reports track conversations.
19. What is the 24-hour expiry of assignation time?
When a conversation is assigned to agent 1, either because he has decided to keep a conversation after a snooze, or because an agent 2 has transferred a conversation to him live, he has 24 hours to process it. If agent 1 does not make himself available to take the conversation within 24 hours, then the assignment expires and the conversation goes back into the group queue.
20. Why assignment takes end only after 24 hours?
This timeframe was chosen for ibbü experts who receive a commission for each conversion. If an ibbü expert has to be absent, then iAdvize allows him/her to retrieve his/her unfinished conversations for a period of 24 hours.
Without this period, the ibbü expert would risk having his conversation assigned to another iAdvize user and not being the last person to have conversed with the visitor before the conversation was closed.
21. What can the "Release a conversation" button do?
When a conversation is currently on an agent's desk, or a conversation is assigned to an agent, a manager or administrator account has the option to "Release" it.
If the conversation is on a desk, releasing it will end the current contact for the agent, and return the conversation to the distribution group queue.
If the conversation is simply assigned to the agent, releasing will put the conversation back into the group queue.
22. Why can't we release some conversations?
It is only possible to release a conversation if it is currently on a desk, or on hold assigned to an agent.
All other cases have no reason to be released.
Also note that it is not possible to release a conversation if the agent who has the conversation on his desk is currently logged in.
23. Why are conversations stuck, what can be done to get them unstuck?
Conversations are waiting for available agents to be processed. The first check to make, when we suspect that a conversation is stuck, is to check that agents capable of receiving it are in the distribution group in which the conversation is waiting.
If agents are available, but the conversation is still not distributed, then it may be a technical error.