Live Chat

Live agent KPI’s and SLA’s with concurrent chats across numerous accounts 

Live Chat

Live Chat

Live agent KPI’s and SLA’s with concurrent chats across numerous accounts 

Live Chat

Real-Time Analysis

Key Performance Indicators

Agent Workplace

Providing a full range of real-time reports and widgets, tracking the amount of chats connected, answered, queued, missed/abandoned and the total volume of inbound chats.

Broken down by individual agent we monitor a full range of KPI’s including chats answered, chats missed, AHT, SLA’s and total chats.

Agents can review chat details , conversation history, customer records and customer notes. Chats can then be marked as complete and tagged appropriately.

Intelligent Distribution

Advanced Features

Audit Trail & Reports

With the highest skill setting the live chat platform intelligently routes different chat types to specific teams and agents. Agents can manage numerous sessions at the same time, across multiple accounts.

By being able to preview what the customer is typing agents can choose from a range of auto replies or short cut replies. All live chat sessions can be monitored in real-time by supervisors. 

A full audit is available of agent and performance reports, along with all customer chats and responses. Scheduled reports can be delivered in CSV or PDF format and viewed online in real time. 

We strive to make our clients happy

We strive to make our clients happy

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