Admin/Operator Interfaces

Easy to Learn With Powerful Backend Controls

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 generally organized as follows:

Three User Interface Options

There are three ways for agents to interact. Each method is described below.

PC Client Application
The Windows .Net client is the most robust UI and supports the most user customization. You can filter the view of chats/calls/emails 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.

Customizing the workspace area to view live chats and visit history area simultaneously.

Customization of grids, columns, and the workspace are persisted.


Browser Based Interface
Visitor monitoring and chat interactions with website visitors can be conducted using the Bold Software 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.





Some supervisory functions – like new agent creation - are supported as well.


iPhone Application
An iPhone client allows users to take chats while on the go. Learn more »

Administrative Functions

Account set up options, customizations, and permissioning are all available through the PC client interface.


Foldering and Permission Groups
Bold Software administrators can control interface access and actions at a very granular level. Using departments, folders, and action settings, 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.





Real Time Coaching
Bold Software includes a unique instant discussion capability which connects agents and supervisors but also maintains cohesiveness within the workflow. All operator discussions are "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 items permanent record.

What products include Admin/Operator Interfaces?

BoldChat and BoldCCM offerings include these functions as follows:




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