How to find number of Chats completed every day and hour in Salesforce using report? 1. Create a Custom Report type for Chat Transcripts object. 2. Create a report using the report type created from the step1. 3. Create a formula field to find the hour of Chat Transcript End Time.
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How do I monitor chat in Salesforce?
Monitor Your Agents' ChatsIn the Agent Status list, click. ... To view a chat, click View in the Action column of the chat you want to monitor. ... To send a private message to an agent as the agent is chatting with a customer, type your message in the message field and press Enter.
What happens when a chat is transferred Salesforce?
When an agent accepts a transferred chat, only the chat is transferred to the agent. Ownership of related records, such as a case, aren't transferred to the agent. Note If the accepting agent doesn't have permissions to view one or more of the attached objects, those items won't open in the transferred workspace.
How many chats can an agent handle in a day?
An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take. This can impact your staffing considerations.
How do I transfer a live chat agent in Salesforce?
You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests....Transfer ChatsWhile chatting with a customer, click Transfer.Select a transfer option from one of the menus. ... (Optional) Write a message for the agent receiving the chat.More items...
When transferring the chat to another agent give the other agent a first so that the customer does not have to repeat?
If you're not able to help with a particular issue, transfer the chat to another agent who can. When transferring a chat to another agent, fill the other agent in on the situation first so the customer doesn't have to repeat themselves.
What is chat Transfer button initiated?
3) "Transfer to Button" is a request to transfer the chat to another Chat Button, i.e. a Queue. For example, agent A is chatting with a customer and needs to transfer the customer to a different button/queue because the chat needs to go another team.
How do you forecast chat volume?
When building a forecast for chat, you start out the same way as with calls. You should look at your historical volume to project the expected future volume. This includes looking at year over year growth, seasonality and any new trends that need to be included.
How do I manage multiple chats?
How to Manage Multiple ChatsReduce Customer Wait Time with Canned Messages. Using canned responses can be one of the few ways to help your operators reduce customer wait time and help them keep the visitors engaged during the conversation. ... Tackle Commonly Asked Questions with Knowledge Base.
How do you handle multiple chats in customer service?
Good communication acts like a buffer between individual customers, giving you time to focus on each in turn. If you're going to take a few minutes, either to do a deep dive on a customer issue or to work on another chat, let the customer know you'll be a few moments and check in regularly. Never leave them hanging.
What is chat agent configuration in Salesforce?
Chat agent configurations enable you to control your users' access to certain Chat features. You can create multiple configurations and assign them to different types of users. For example, create a configuration for experienced agents that gives them more permissions than new agents have.
How do I enable sneak peek in Salesforce?
Sneak Peek in Salesforce ChatSneak Peek in Salesforce chat allows agents to view what the visitors are typing before they send the message.Follow the below steps to set it up in Salesforce.Create a "Chat Agent Configuration".Enable "Sneak Peek Enabled".Note: ... Output:Video Reference:
What is Omni-Channel Salesforce?
Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly.