What is the "Focused Agent"
In LiveChat 2.0, the Focused Agent feature allows you to configure agent profiles so that they only have access to calls assigned specifically to them. Here’s how it benefits your team:
- 🔒 Enhanced Privacy and Organization: Agents can only view their assigned conversations, reducing confusion and preventing unauthorized interference.
- 💼 Better Team Management: Clear call assignments improve organization and boost team productivity.
- 🎯 Improved Focus: Agents can fully concentrate on delivering exceptional service to travelers.
This feature is designed to optimize workflows and ensure your team delivers efficient and high-quality service.
How to set up the Focused Agent
Step-by-Step Instructions:
- Go to the Asksuite dashboard
- Then, go to the User Settings page.
- Click here
- Create or edit an agent profile
- To create a new agent, click New User.
- To edit an existing agent, locate them on the user list and click the Edit icon.
- Set Up Permissions
- In the Permissions field, select the Focused Agent option.
- Save Changes
- Click Save to complete the setup.
Important Notes
- Manager Access: Managers retain access to all chats, regardless of this setting.
- Flexible Configuration: You can mix agents with full access and Focused Agents within the same team, depending on operational needs.
- Chat Distribution: Combine this feature with the chat distribution system to avoid unassigned chats. Learn more here.
- Undistributed Chats: Unassigned chats are only visible to managers or agents with full access.
- Monitoring with SLA Dashboard: Managers can use the SLA Dashboard to track the chat status and identify cases requiring intervention.
By implementing the Focused Agent feature, you can ensure a more organized, secure, and productive customer service environment.
Comments
0 comments
Please sign in to leave a comment.