Routing & Storage

Streamline Operations with Automated Work Queues, Easy-Access Histories, and Post Chat Surveys

Businesses are constantly under pressure to reduce costs while improving performance. Solutions that facilitate live engagements need to connect the visitor with the right resource and provide quick access to past interactions so that quality control can be enforced and training opportunities identified. On this page you'll find more details about:

	Email Transcripts Feature: Visitors can input their email address during the chat and at its conclusion, the entire transcript is sent.
	Post Chat Surveys: Simple, customizable way to measure the quality of engagements.
	Chat Histories and Data Masking: Chat interactions are stored indefinitely and masking algorithms can hide certain sensitive data.
	Skill Routing & Auto-Messaging: For higher volume chat operations, intelligent load balancing is critical.

How it Works

Agents access the Bold Software system using unique login IDs and passwords from the client application. Once logged in, incoming engagement requests are responded to from within the desktop interface. Agent availability is dynamically reflected on the website so that visitors are never frustrated by unresponsiveness.


Email Transcripts
Visitors themselves often want a copy of chat interactions. Chat transcripts are easily emailed and include additional data including time and date stamping.




Post Chat Surveys
Bold Software products supports further quality analysis using a post interaction surveying capability. A simple form is presented after an interaction and the categories are editable.





The results of post chat surveys appear in individual chat history, but can also be reported on:




Post Chat Wrap Up
Supervisors can control workflow by enforcing post chat behavior. Optionally, operators can be made to fill in certain fields before the chat session closes.




Chat Histories & Data Masking
BoldChat and BoldCCM products keep entire chat transcripts and key click-to-call data in perpetuity. At-a-glance views are provided for the most recent day, week, and month while custom ranges can be specified for more customized viewing. Additionally, histories are searchable by:

• Keyword
• Date
• Country
• Phone Number
• Folder
• Operator
• Website

To protect sensitive information, an optional data masking capability exists which uses a proprietary algorithm to hide number strings, successfully securing customer credit card or SSN data.


Skill Routing & Auto-Messaging
The ACD engine (Automatic Chat/Call Distribution) – available in BoldChat Premier and the BoldCCM Enterprise suite quickly passes incoming requests to the most appropriate, available agent. Administrators use a combination of ACD queuing rules, departments, permissions, and foldering to ensure that the right work is distributed to the right personnel in real time. Visitors enjoy knowing their place in line and customized messaging can be delivered if wait times exceed thresholds.

What products include Routing & Storage?

BoldChat and BoldCCM offerings include these functions as follows:




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