Teams in Agent Chat
Read this document to know about the Team feature in Agent Chat. Team is a feature used by Team Leaders who are responsible to manage a team of agents.
What is a team?
A team is a group of agents who are trained to handle user queries related to a specific topic. The team can be divided based on the subject matter/location of a user/expertise of agents etc. The logic for team routing can be defined as per the requirement.
Business Configurations for Enabeling Chat Assignment to a Team
A team can receive chats from a business in 2 possible configurations
- If a Business is Bot + Human Assisted
- If a Business is Completely Human Assisted
Note: If a Business is Completely Bot Assisted, the chat will never be assigned to a team.
In the above example, Airtel is a partner. There are three teams, which lie under Airtel as a Partner. Teams are not directly associated with a business. They are associated with nodes in the chatflow for a particular bot.
Note: Every Business has a default team in case no team is detected. Note: For no bot condition, the default team is the only team a partner can have.
Chat routing to a team
There are three ways in which a chat can be assigned to a team
- Routing from a bot's node
- Manual Assignment
- Team routing from Business (When a business has no bots)
How to create a team?
Step 1 - Write Team name
The team name is used for internal purpose for the Team Leaders & Agents. A user will never see the team name of the team assigned to him.
Step 2 - Select Team Owner (Client)
Select the company to which the team belongs. This is used by agencies who deal with multiple clients at a given time.
Step 3 - Select Team Status (Online/ Offline)
Team status defines if the team can receive chats from a business or not.
Online - Team will receive chats from a business Offline - Team will not receive chats from a business
Step 4 - Setup Team Offline message
If a team status id is defined as offline, the team should configure it.
Step 5 - Setup Team Delay Message and Delay Time
Similar to the Team Offline message, you can configure the delay message that is sent to users with a set delay time.
How to Manage Agents of a Team
- Add Agents
- Remove agents
- View no. od queues, active, waiting for user chats
- View Agent status
- View agent chats
- View team chats
- Filter chats' list based on
- Chat status
- Take actions on chat
- Assign chats to
- Report inappropriate
- View User details
- Assign chats to
- View Team level statistics
- View agent level statistics
- Set duration
What is a Default Team?
There can be a situation when the team routing logic fails and no team is shortlisted to assign a chat. In that case, the chat is assigned to the default team.
Step 1 - Create A Team in Agent Chat
Make a team in agent chat which is supposed to take chats which are not assigned to any team (due to any technical reason).
Step 2 - Select Default team in business Manager
Open General Settings in business manager & set the default team.
Tips to manage a Team
✅ Track No. of Delayed Chats and reduce them at peak hours
✅ Track No. of Live Chats at a given time
✅ View Team Analytics for a given time frame
✅ View Agent Analytics to compare agent performance
✅ View Individual Chats to get quality feedback
✅ Analyze end of day conversation wise reports
You can filter the summary and agent metrics by Custom time or Custom date. Refer the image below for how to check hourly/daily Team analytics.
Tip: You can choose 1 hr in the Custom time filter to get the metric values for the last 1 hour.