Intuitive and flexible interface for agents and administrators.
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.
Administrators can optionally turn on a proprietary algorithm to conceal number strings in a chat transcript. Social security numbers, credit cards, and other personal numeric information gets replaced with Xs when saved to the database. Administrators can conceal data after a chat closes or in near-real time which prevents anyone from seeing number strings except the one agent assigned to the chat.
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.
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, 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.
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.
Users can authenticate just one time to access the software they need to do their jobs. By embracing the SAML 2.0 protocol (Security Assertion Markup Language) BoldChat is able to support single sign-on with many enterprise identity management solutions. SAML is a widely adopted standard and the leading identity management products on the market are, in fact, SAML compliant. This includes: Microsoft Active Directory, Oracle Virtual Identity Manager, and Novell eDirectory.
BoldChat provides administrators with an intuitive interface to manage the storage and purging of chat data resident in the LogMeIn infrastructure. Admins can employ a trashcan methodology which keeps the data, but hides it from view for a specified amount of time before completely deleting it or they can choose to automatically delete all the data on a schedule of their choosing. Granular controls are offered so that, for example, transcript data can be purged while retaining the data necessary to report on chat metrics.
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.
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.
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.
Our new web-based agent workspace is more powerful than ever. With an intuitive layout, keyboard shortcuts, and built-in slash commands to quickly access canned messages and more, it was intentionally designed to make agents as efficient and effective as possible. Plus, the new layout elegantly presents customer interactions across channels, so agents have a complete view of customer engagements.
BoldChat’s web workspace is easy to use and includes shortcuts aimed at keeping agents’ hands on the keyboard – boosting efficiency, effectiveness and resolutions. A large workspace and an organized and color-coded task list maximize space, so agents can focus on their work items. A snapshot of the visitor’s history allows agents to quickly review and reference previous interactions if available.