- Access to customer information and dialog history.
- Forwarding chats to other agent groups.
- Statistics partitioned by groups, agents, and request subjects.
You can group agents, for example, by their specialization or foreign language skills. When you create a script, specify the group to which you want to forward a chat.
Set up prompter bots that will prompt agents with answers to customer questions.
Statistics on customer requests
Using statistics, you can get information on agent workload and performance as well as customer satisfaction score.