What is an agent interface?
The agent interface helps the users to collaborate in the same work environment and enable the agent to control all activities inside a software.
What can you do in an agent interface?
Agents can perform tons of actions such as:
- Transfer ticket responsibilities
- Add notes
- Edit customer information
- Subscribe and unsubscribe customers from mailing lists
- Provide refunds
- Conduct both internal and external live chats, video calls, and phone calls
- Create comprehensive reports
- Create knowledge bases and customer portals
How to customize agent availability settings on Engati?
Agent availability settings are calculated on the basis of the time taken to respond to your customer’s query by the agent.
With Engati’s Live chat interface, you can customize agent availability settings. This helps in keeping a check on how active your agent has been on the platform.
Agent availability is the settings that allow you to calculate an agent’s first response time. It is the duration within which your agent needs to respond to your client. In the Engati dashboard, you can customize the agent availability settings. These settings determine which of your agents are active to respond to your clients.
What are the benefits of customizing Agent Availability?
- It helps in reaching your SLA based on the first response time.
- It helps you to set up your work hours and holidays.
- It allows you to respond accurately.
- It also ensures customer satisfaction due to your timely responses.
How does Engati’s Agent Interface look?
The entire dashboard is divided into 7 subparts which include:
- Home - The home screen
- Conversations - Where you can view all conversations
- Dashboard - To access data and analytics
- Automate - To customize bot conversations
- Train - Where you can train your chatbot
- Users - For a OneView of all of the users your agents have interacted with
- Configure - To customize all of your settings
