Work Flow Leveling
Velaro determines the least busy live chat agent and routes all incoming chats to the next available representative based on who received the last chat.
Live Chat Agent Availability
Agents may change their online status from available to unavailable. If you subscribe to Velaro’s Advanced Routing and Workflow service, agents may make themselves available or unavailable to each individual department.
Agent-Based Filtering
If an individual live chat agent is not interested in monitoring visitors in real-time or viewing other agents who are chatting, Velaro’s server-based filters allow blocking of unwanted information for each agent.
Simultaneous Chats
Organizations may independently determine the maximum number of simultaneous chat conversations each live chat agent may support.
Busy Agents
If all of your agents are busy supporting their maximum number of chats, standard routing will send new incoming chats to your organization’s “Not Here” contact form.
Auto-Forward
All live support chat transcripts will forward to a default email account upon completion.
User Routing Selection
Visitors may choose a specific department or live chat agent, or you may allow Velaro’s Advanced Routing and Workflow to automatically choose the agent based on configurable routing rules.
Mix Routing Methods
You have the ability to combine any of Velaro’s Advanced Routing and Workflow capabilities. With preference customization, one department may be set up for queuing, for instance, while another is set up for auto-queuing.
Busy-Queuing
If all of your agents are busy supporting the maximum number of simultaneous chats, Velaro allows you to place new chat requests in a holding queue until an agent becomes available. Without enterprise routing, the visitor would be routed to the organization’s “Not Here” contact form automatically.
Auto-Queuing
With Velaro’s enterprise routing, you may immediately place all visitors into a holding queue when they request a chat. Agents have the ability to view the visitor’s pre-chat survey information from this queue and then choose to accept or reject the chat.
Request Rejection
Once an agent rejects a chat, the visitor will be routed to the organization’s “Not Here” contact form.
Queue Timeout
Each site, department, or agent has its own individual queue. Administrators set the total amount of time a visitor waits in the queue before an agent answers or before the visitor is automatically routed to the organization’s “Not Here” contact form.
Support Tiers
Organizations can set up tiers of online agents. Support tiers provide an organization with the ability to ensure that certain groups of agents will receive chats before other groups. All agents in the first support tier must be completely busy before any agents in the second tier will receive chats. Velaro supports up to fifteen support tiers.
Share Support
Live chat agents may all be in one location or may be logged in remotely. Velaro allows a company to vary and distribute their sales and support staff, allowing agents to be internal employees and/or an outsourced call center.