The client-side application is built around common UI paradigms in order to facilitate fast ramp-up time. The interface includes customization capabilities and is described by users as "easy to learn," "with an intuitive layout," and "simple to use."
Customizable
The Windows .Net client is the most robust UI and supports the most user customization. You can filter the view of chats/calls/emails/SMS texts to see just those assigned to you, past items (by day or date), those with notes, flagged items, and more. Using the column chooser you can also select what information about each you want to see. Items can be grouped in the grid view using the group-by box and the interaction area is drag and drop customizable to support side by side tab viewing. Customization of grids, columns, and the workspace are persisted for agents.
Integrated Workspace
The Agent Workspace is a newly introduced user interface that automatically organizes and prioritizes all work items for the agent and provides all the necessary tools to interact with each item as well.
Our newly updated web-based client is more powerful than ever. Most chat set-up and customization features are now available so in smaller chat-only environments it's possible to do everything online. In larger settings, the web client is still useful for chat agents who only need to login to take live chats from visitors.
Cross-Browser Compatibility
Visitor monitoring and chat interactions with website visitors can be conducted using the BoldChat web client. Supporting Internet Explorer, Firefox, Chrome, and Safari, this UI is perfect for cross platform deployments because agents need only an Internet connection to login and take chats. Grid customizations, column selection and ordering, and all in-chat tools are available.
Limited Admin Functions
Many of the chat-focused set-up and customization options are available via the Web Client, but for larger chat deployments using permissioning, skill routing, and/or automatic chat distribution, the PC Client will still be required. Reporting is also a PC Client feature at this time.
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Alerts persist from logon to logon so users can customize their PC to their own liking. In larger environments, administrators can pre-configure alert settings and distribute it across the environment to help enforce operational standards.
Supervisors can use discussions to offer assistance or agents can launch their own discussion to ask for help.
Alert Types
Agents can choose from multiple alerting methods for all work items including sound notification, flashing icon, system tray pop-up, and always-on-top chat pop-ups.
Real Time Coaching
BoldChat includes a unique instant discussion capability which connects agents and supervisors but also maintains cohesiveness within the workflow. Operator discussions are generally "tied" to a work item - a chat, a call, an email, etc. - to ensure that they are contextually helpful, and kept as part of that item's permanent record. Using the Integrated Workspace, discussions can be untethered.
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In addition to an easy to use UI/UX for the chat agent, BoldChat has a rich set of features for chat administrators as well. Supervisors can see in real time the performance of all communications managed inside of BoldChat and set up alerts based on website or operator activity. Coupled with top-notch security features like permissioning and login controls, administration of BoldChat is a mission that is not only possible, but easily managed.
Permission Groups
BoldChat administrators can control interface access and actions at a very granular level. Using departments, folders, and permissions, it's easy to construct tiered levels of support or sales specialization groupings.
Supervisory Dashboard
A single screen shows a top down view of the entire website communication operation. With text and graphic displays supervisors can determine at a glance if chat, click-to-call, email, and remote assist queues are being handled optimally. Color-coded, customizable alerts flag items out of range and enable immediate drill down to specifics.
Advanced Security
Administrators have the ability to control the security in regard to their agents' login activity. Making a few selections gives the added protection of blocking agents after failed logins, disabling inactive agents, disallowing automatic logins and more. When passwords are created, visual reminders prompt the user to create a strong password using a combination of letters, numbers and characters.
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