Conversation

Unlock the potential of your customer support team with the new Conversation Mode feature. This tool offers in-depth insights into your support interactions, allowing you to track, analyse, and improve conversation performance for superior customer service.

The Conversation Mode feature offers a detailed overview of customer support interactions. It enables you to effectively track and analyse conversations, providing comprehensive reports on performance.

With Conversation Mode, you can access essential information for managing conversations, including:

• Number of Assigned and Resolved Conversations: Monitor how many conversations are assigned to agents and how many have been resolved successfully.

• Agent Response Time: Assess the speed at which agents respond to their assigned conversations.

• Resolution Time: Determine the time spent on resolving each conversation.

These detailed reports are instrumental in enhancing team performance and boosting customer support efficiency. Delve into Conversation Mode to fully utilise these features and maintain high-quality service.

How to Enable Conversation Mode: A Step-by-Step Guide

1. Access Workspace Settings

Navigate to the main dashboard and click on Workspace Settings in the left menu to access the settings.

2. Enable Conversation Mode

Go to the top menu and select the Conversation tab. Click the Enable button to activate Conversation Mode. Adjust the conversation session timeout as required.

3. Configure Agent Office Hours

Within the Conversation tab, set up the agent office hours under Agent Office Hours. You can customise hours for each day of the week by clicking on each day and selecting Custom office hours to define start and end times.

Reports

After enabling conversation mode, additional reports will be available from the “analytics” tab in each of your channels.

Further information is available about:

• Conversations ()

• Responses ()

• Resolutions ()

• LeaderBoard ()