Customer Service Chat

The Customer Service Chat module includes Triskelon Push Web Server to notify agents of incoming chat sessions. Agents must be using a Win32-compatible operating system with a sound system in order to receive notifications. When customers initiate a chat session, agents are prompted to accept or decline the session in real time (although declining sessions is not encouraged). The night block feature prevents notification sounds on the agent's desktop computer during quiet hours.

When a customer initiates a chat session, the system tries up to three qualified agents in less than two minutes before returning a “no answer” response. Customers may access chat sessions from any platform, any browser. Tested with Firefox, Internet Explorer, and Safari. (Although Triskelon products in general do not guarantee compatibility with minor browsers such as Safari, Customer Service Chat is a special case because of it's mission-critical nature.) Agents can send customers web pages via chat, which conveniently and automatically open in the customer's web browser. Connection errors due to unpredictable Internet traffic conditions are reduced via redundant back-up connection routing.

Management may optionally define multiple topics/departments, multiple agents, and assign agents by topic. Staff can assign themselves to topics to fill in for each other as needed. Customers can see at a glance in real time which topics have available agents, based on the on-duty status of agents. Agents must keep on-duty status up to date. This is easy, requiring only a single click. Where multiple qualified agents are on duty, incoming sessions are distributed equally among them. A different scheme (skin) and different terminology may be specified for each topic. Telecommuting is supported: Agents receiving incoming chat sessions initiated by customers can be located anywhere, although they must have a reliable full-time Internet connection.

Executive & staff security access levels are supported: Sensitive functions (defining topics, executing SQL queries, and viewing chat content) require executive access password. Management can track agents by on-duty status, performance, and declined/missed sessions. Chat content is kept private from other customers and staff, except those who have the Executive level password. Session history archive is kept for one week, and is available for management review.