How to optimize customer service through visual alerts?
In this article, you will get information about the alert traffic light system for agents. This feature will help you to optimize your customer service.
Estimated reading time: 03 minutes
What is the agent alert traffic light?
Through Configuration>Live Chat, you will be able to set up a period of time for the visual alerts (in seconds). The agent will be alerted (visually) after the waiting time defined in the configuration has elapsed.
You can set up the inactivity marker considering the following cases:
- Without inactivity marker
- Inactivity marker for user
- Inactivity marker for user or agent
The following example shows the configuration defined for user/agent inactivity:
This is a purely visual alert consisting of 3 colors:
-
Green or no color : refers to the initial color that will be displayed in the conversation when assigned to an agent.
-
Yellow/Red : refers to the color that will be shown in the conversation after a certain number of seconds waiting for a response from the user and/or the agent.
These colors will appear on the list of conversations in the chats section. Each color will be reset as soon as a response is received in the chat according to the response time configured for the user and/or agent.
What is the purpose of these visual alerts?
The purpose of these visual alerts is to optimize the response times to the users, thus allowing tracking conversations in real-time.
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Written by: Botmaker Team
Updated: 10/12/2021