Advanced Routing and Workflow
Advanced Routing
By evaluating incoming live chats in real-time Velaro’s advanced routing service helps large multi-agent organizations manage their workflow and ensures that incoming chats are balanced and sent to the appropriate agent.
Work Flow Leveling
Velaro determines the least busy operator and routes all incoming chats to the next available agent based on who received the last chat.
Agent Availability
Agents may change their online status from available to unavailable. If you subscribe to Velaro’s departments, agents may make themselves available or unavailable to each individual department.
Agent Based Filtering
If an individual agent is not interested in monitoring visitors in real-time, or viewing other agents that 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 agent may support.
Busy Agents
If all of your agents are currently busy supporting their maximum number of chats, standard routing will send new incoming chats to the organization’s “Not Here” contact form.
Enterprise Routing
Velaro’s enterprise routing capability allows organizations that have many agents online at one time to set up a variety of different scenarios for receiving new chat requests. This feature makes Velaro the perfect choice for call-center operations.
Busy-Queuing
If all of your agents are currently supporting the maximum number of simultaneous chats, Velaro allows an organization to place new chat requests into a queue where the visitor is put on hold until an agent becomes available. Without enterprise routing, the visitor would be automatically routed to the organization’s “Not Here” contact form.
Auto-Queuing
With Velaro’s enterprise routing, you can force all visitors to immediately be placed into a holding queue when they request a chat. From there, agents have the ability to view the visitor’s pre-chat survey information 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 their own individual queue. Administrators can determine the total amount of time that they want a visitor to wait in the queue before an agent answers or they are 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
Agents can be in one location or 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.
Auto-Forward
All live support chat transcripts will forward to a default e-mail account upon completion.
User Routing Selection
Let visitors choose a specific department, representative or let the Velaro system choose automatically based on configurable routing rules.
Mix Routing Methods
The ability to have a combination of the above routing capabilities. For example, one department can be set up for queuing, while another is set up for auto-queuing.
Extreme Agent Handling
The ability to route and handle up to 1,000 online agents per site, guaranteed!
