Advanced Workflow & Queue-Based Routing
Group Selection & Re-selection
With Velaro’s world-class visitor monitoring technology, you can easily define rules to evaluate website visitors’ activity and assign them to the correct group. Selection can happen as soon a visitor hits a page, or after they’ve submitted a chat request. You can even leverage their survey answers to help route them to the correct agent. If their behavior changes, their group changes, too.
Set up customer service tiers within your enterprise to control the flow of chats to different agents or groups of agents. Tiers let you define up to 10 different levels to distribute users to – whether you’re escalating chats or setting up overflow valves for when agents are unavailable, tiers will enhance your workflow and speed response time.
Control how engagements are distributed to your team by using Velaro’s auto-routing and queueing engine. Auto-routing chats efficiently distributes requests to agents based on easily defined rules and algorithms. Queueing chats will give agents the ability to manually accept engagement requests, giving them maximum flexibility and control.
The first agent to “pick up” a chat isn’t always the right one to finish it. Velaro makes it easy for CSRs to transfer chats to a specific agent or anyone in a pre-defined group of agents (Tier 2 support reps, for instance). You can even create rules to automatically transfer users.
Chat Exit Options
All chats must come to an end. Velaro lets you define exactly when that happens, and what happens after. Automatically close chats that have gone dormant, and offer customized warnings before it happens. Instantly email transcripts to users, agents or supervisors. Send data to third-party systems like Salesforce or NetSuite. It’s your call.