Operator Status and Call Metrics Update - Jan 17, 2025
Update Summary
OperationOperator status and call metrics feature releaseMarketingAdding product-related attributes to filtering1/23 Release
Operator status and call metrics features are finally here!
You can now easily view the current status of agents/managers, and agents can share their work status with just a click.
*The terms '"agents" and "managers" are used interchangeably throughout this article.
Operator statuses reflects the current status of an agent, and managers who have activated the operator seat will have a single status. This status is divided into three categories, each with further subtypes.
Active: The agent is currently handling a chat.
Away: The agent is temporarily away.
Off Duty: The agent has finished work for the day.
Change an agent's status, chat type, and assignment count all from one view.
With the necessary permissions, managers can adjust not only their own status, chat type, and assignment count but also those of other managers.
Change the status of an agent on vacation or adjust the number of auto-assignments when there's a high volume of incoming chats.
Easily manage your team in a more efficient way!
Get a clear overview of agent performance work patterns.
With an all-in-one view dashboard, you can view all the data on operator statuses.
Agents can easily share work statuses and managers can analyze overall performance. By looking at call and chat times for each agent, you can identify areas that may need improvement or training.
The call metrics feature allows you to track the status of phone calls and agent availability in real time.
You can allocate agents based on the number of waiting calls or improve call management.
Track agent status: Monitor the number of agents on call, waiting, or in post-call processing in real time to efficiently distribute tasks.
Adjust workload: Compare the number of waiting calls with agent statuses to adjust the number of agents or reassign available ones.
Analyze response rates: Check the outbound and inbound response rates to develop improvement strategies.
Full-screen mode: Expand real-time data to full-screen for easy management.
[Important] Do Not Disturb Mode: This will not affect auto-assignments but will impact push notifications. To avoid receiving auto-assignments, change your operator status to "Away" or "Off Duty".
Select chat type: You can now set which chat type (phone or chat) will be assigned automatically.
Manage max auto-assignment limit: The max number of phone calls and chats is managed separately. Even if the chat limit is exceeded, phone calls will still be assigned.
Assign chats during calls: If this option is enabled, chats will be automatically assigned even while on a call.
Change of Action Name for Receiving Customer Responses
To make workflows easier to understand, the action name for [Receive Customer Response] has been changed to [Single Response]. Only the name has been changed, and existing workflows are not affected.
Before: Receive Customer Response
After: Single Response
Support for ALF Fixed Phrase Tone Change
ALF's tone for fixed phrases (e.g., "If you'd like to connect with an agent, please press the button below") will now be adjusted based on role descriptions or response guides in workflows. This allows ALF to communicate more naturally with customers.
Adding Product-Related Attributes to Marketing Filters 1/23 Release
Looking to send marketing messages related to specific products?
You can now send messages to customers who purchased a specific product, recommending similar items, or send messages to customers who added a specific product to their cart but didn’t complete the purchase.
FAQ Attachment for Articles 1/23 Release
Have you ever thought it would be useful to use your existing FAQ articles directly in documents? Now, you can import your FAQ articles into documents to create better content.
Image Recognition in Documents 1/23 Release
ALF will now be able to recognize images in document articles and respond to customers based on the content of the images.
Cafe24 Hub Non-Member/Non-Logged-In Member Order Actions Support 1/23 Release
ALF can now handle tasks like cancellations, returns, and exchanges for orders placed by non-members through Cafe24 Hub. Additionally, even non-logged-in members can request these tasks from ALF via phone number verification.
December Announcements Overview