The Livechat platform offers a ticket system designed to serve two primary purposes for agents:

  1. Customer Interaction: Agents can utilize the ticket system to effectively engage with customers, addressing their inquiries, concerns, and requests in a streamlined manner.

  2. Conversation and Activity Tracking: The ticket system also facilitates the monitoring and recording of conversations and activities that take place between users and the chatbot. This feature ensures a comprehensive record of interactions, enabling agents to better understand the context and history of each customer engagement.

Ticket Pipeline

Open Conversation

When a user engages with the chatbot, a message will be received in the Livechat system, initiating an open conversation. Every message will be recorded and stored within the Livechat system.

The conversation will be stored per users

Open Ticket

Once users interact with the chatbot, either by posing a query or clicking on specific actions like opening a ticket, the conversation will be transitioned to a team-level interface. This system comprises two distinct types of teams:

  1. Specific Teams: These are advisable when a ticket's clear objective determines the appropriate team for handling the case.

  2. Default Teams: These are recommended for instances where the ticket's subject is unknown or not clearly defined at the outset.

Incorporating this functionality into the chatbot involves the customization of the team assignment logic to align with the unique requirements of each business use case.

Auto-Assigned Ticket System

To enhance case resolution speed, our auto-assign feature promptly allocates newly opened tickets to agents. This eliminates potential delays stemming from manual task selection, resulting in reduced mailbox wait times and optimized case resolution. The system can be turn on/off by an admin of a network.

Upon ticket opening, it is initially placed at the team level. Our auto-assignment system takes charge of seamlessly distributing these tickets from the team level to individual agents, ensuring a smooth and efficient allocation process.

Our system harmoniously integrates with agent status for optimized ticket management:

  1. Online Status: Agents in this mode are actively available to receive tickets, ensuring efficient ticket distribution.

  2. Busy Status: Agents in a busy state will not receive new tickets, allowing them to focus on ongoing tasks without interruption.

  3. Offline Status: Agents marked as offline will neither accept new tickets nor handle existing ones. Any tickets owned by offline agents will be seamlessly transferred to available online agents, ensuring uninterrupted support continuity.

Agent will receive ticket based on Maximum ticket setting in Livechat setting.

Example, if Maximum Ticket is set to be 5

All agents in a network can recieve ticket up to 5 tickets. Other opened tickets will be held at team level until holding ticket of the agent is less than 5

Ticket Status

Ticket statuses provide a clear overview of the ticket pipeline stages:

  1. Opened / Unassigned: At this stage, it refers to the opened conversation and opened ticket step

  2. Assigned: These tickets involve ongoing agent-customer conversations.

  3. Resolved: This status signifies closed or resolved tickets, indicating successful case handling.

By categorizing tickets in this manner, our system enhances pipeline clarity and facilitates efficient case tracking.

Ticket SLA

The ticket SLA (Service Level Agreement) is presented in the format of hours and minutes (hh:mm) for easy understanding.

Livechat Screen Dynamics: Real-time Display The Livechat screen provides continuous real-time updates, dynamically showcasing ongoing activities.

Ticket Details: Time Markers Ticket details include timestamps for creation, assignment, and closure, offering a clear timeline of each ticket's lifecycle.

Impact of SLA Setting Changes Adjusting the SLA settings will influence the displayed SLA for tickets with statuses "opened," "unassigned," and "assigned."

Distinct Effects:

  1. Closed Tickets: Changing the SLA settings won't alter the SLA for tickets marked as "closed."

  2. Reopened Tickets: SLA adjustments will apply to reopened tickets, recalculating on the screen and generating two separate records in reports.

SLA Setting

SLA can be set up in Livechat settings. Only Admin can access this screen

SLA that is set up will be applied to all opened ticket at the moment in the system. It will not affect ticket which are resolved already

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