Overview of Qonvo

You can use shortcuts to make commands that extend to pre-defined greetings, messages, or URLs. As an agent, shortcuts save time, but they should be used sparingly to maintain a balance between efficiency and personal tone. Visitors respond best when they feel like they're having a discussion rather than being given canned responses, in our experience. In live chat software, administrators can establish and change Team Shortcuts. All agents on the account have access to these. Any agent can create and alter Personal Shortcuts that only they have access to. When a team and a personal Shortcut have the same name, the personal Shortcut is used.

Persistent Chat is a live chat software communications idea that consists of standing, topic-based chatrooms with a focus on real-time messaging. Persistent chat allows you to establish long-lasting topic-based discussion rooms. Persistent chat rooms are places where a group of people who share a common interest can connect and work. You can share and find ideas and information by browsing or searching the chat history, and you may share and find ideas and information by submitting messages in real time. You can use persistent chat to search for material both within and across rooms, as well as establish alerts (notifications) and filters (subject feeds) to keep track of talks in certain rooms and about specific topics. Additionally, you have the option to build and run your own chat room.

Some agents call in ill, while others are simply not working to their full potential. As a result, supervisors must be able to make quick decisions. Agent scheduling is the term for this. Agent scheduling aids in generating reports that compare schedules to agent performance and identifies schedule anomalies for agent evaluation and coaching. Unscheduling an agent from a shift in the schedule, evaluating a score function for each of a plurality of possible schedules that have the agent scheduled for different possible shifts, and selecting an improved schedule from among the plurality of possible schedules are all examples of methods for improving an agent schedule. The enhanced schedule is distinguished by a higher score function value.