Desktop Client Articles

How to enable video chat

Allow agents to chat with your visitors face to face. During video sessions, either both parties or only operators can stream video.

Who can use this feature?

  • Video chat is available on request for Premier or Enterprise subscribers. Contact your representative for details and pricing.
  • Operators can use video chat in the web client at web.boldchat.com only.
  • Visitors and operators must use Chrome for Android on mobile, or any of the last 20 versions of Chrome on desktop. Firefox, Safari, Internet Explorer and Edge are not supported at this time.
Note: Video chats are never recorded; however, when Speech-to-Text is enabled, the transcribed text remains available in the chat history.

What are the technical requirements to use video chat?

Requirement Details
Allowlisting and open ports

From both the support agent's and the customer's network, the following web resources need to be accessible:

  • *.bold360.com
  • For networks explicitly filtering outbound destination ports and protocols, the following ports are used on Bold media sessions:15000 (UDP traffic) or 443 (TCP traffic) for Bold media sessions
    Tip: It is recommended that you allow UDP traffic through port 15000. Restricting the traffic to TCP may decrease the quality of the Bold support experience.
Fix IP
  • 52.154.166.133
  • 20.106.8.231
  • 20.221.16.142
  • 20.109.225.86
  • 20.82.12.159
  • 20.103.243.187
  • 20.126.246.165
  • 20.76.254.181
Bandwidth You need a working internet connection with stable 0.5 Mbps download and 0.8 Mbps upload bandwidth.
  • Minimum quality (640x480) - ~164 KBytes/sec, both for inbound and outbound video chat (depends on whether one-way or two-way video streaming is used)
  • HD quality (720p) ? ~492 KBytes/sec
  • Full HD quality (1080p) - ~984 KBytes/sec
  • Type/bandwidth: jitsi/webrtc

Configuring the chat window

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link. When enabled, video options are displayed at the bottom of the chat window.

Restriction: For security reasons, recent versions of Chrome and Firefox require that any website that implements Powerful Features, such as voice or video, must be served over a secured connection (HTTPS). BoldChat communications are always encrypted, so video chat will be launched in a separate secure window if your website is unsecured (HTTP) and the visitor is on a browser that restricts powerful features.

If you are running an HTTP site with BoldChat, we recommend that you make the switch to HTTPS:

  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the New Custom Chat Window window, make sure you are on the Chat Form tab.
    Note: Video chat is only available for layered chat windows.
  3. To activate video chat for any layered window on either desktop or mobile, select Video Chat.

    Result: Additional options are displayed.

  4. Additional options:
    • Operator Video Only: Only the operator can stream video. Audio is two-way, but video is one-way. Use this to prevent visitors from accidentally showing themselves.
    • Go Directly to Video Setup: The camera setup window is displayed to the visitor after they click the video chat button and complete the pre-chat form (if applicable). The visitor can choose video settings before calling the operator.
    • Multiple Visitor Confirmations: When enabled, the visitor is shown an additional prompt before chat begins. Use this for enhanced visitor privacy.
    • Speech-to-Text: This feature transcribes the conversation between the operator and the visitor in real time using Google's Web Speech API. Language is automatically detected based on the chat window's language setting that takes into account each participant's IP address and HTTP header. The actual spoken language may not always be accurately detected. Transcribed messages are excluded from the chat transcript and are accessible only to the operator in the Message History panel, marked with STT.
      Note: The accuracy of speech recognition is influenced by the visitor's acoustic environment, microphone quality, connection bandwidth, clarity of speech and pronunciation. In adverse conditions, transcription quality may degrade and affect the operator's chat experience.

We recommend that you use different machines for testing video chat as operator and visitor.

Having problems?

Check the following.

Symptom Action
Video chat is not available. Are you using the web client in a compatible browser? Video is only supported in Chrome version 31 or newer. If you are using the BoldChat Operator Client, go to https://web.boldchat.com/.
Webcam and/or audio access is blocked in the browser.
  1. Click the camera icon in the address bar to bring up the device permissions dialog.
  2. Ensure that either the Always allow... or Continue allowing... option is selected.
  3. Click Done.

You will not be asked again once you have given permission to access your devices.

If the issue persists, check that access to devices is not being blocked globally.

  1. Go to Settings > Show advanced settings....
  2. Under Privacy, click Content settings....
  3. Ensure that Ask when a site requires access... is selected under both Microphone and Camera.
  4. Click Manage exceptions... to ensure that BoldChat hosts are not being blocked.
  5. Click Done.
Note: You may need to reload the page for the permission settings to take effect.
Video is stuttering or breaking up. Video chat is bandwidth-intensive. Check your network connectivity and quit any application that may produce high network traffic.
Video is blank or there is no audio.
  • Clear your browser's cookies.
  • Are your drivers up-to-date? Install the latest drivers for your devices.
  • Are other applications using your webcam? Multiple capture may not be supported by your system. Ensure that the webcam light is off before starting the chat and quit all potentially interfering applications.
  • Are both audio and video streams enabled? Check the media controls.
Video chat starts in a popup window. Your site is served over an unsecured (HTTP) connection. See Configuring the chat window for how to fix the problem.

Troubleshooting BoldChat

A checklist of the most common communication issues when logging in to BoldChat.

Connection issues due to proxy settings

You may encounter connection issues if your proxy is not configured properly. Since BoldChat uses the proxy settings of Internet Explorer, try resetting your browser to use default settings:

  • In Windows 10, go to Windows Settings > Apps. On the Apps & features tab, search for Microsoft Edge. Select it and click Advanced options, then click Reset.
  • In Windows 8.1 or prior, open Internet Explorer and go to Settings (gear icon) > Internet options. On the Reset Internet Explorer settings pane on the Advanced tab, click Reset.

Server Connection

WebSocket connections for Web Client and Chat Windows have been introduced with version 7.80. If the WebSocket connection fails, connection automatically falls back to normal streaming methods.

SMS Activity Summary report

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > SMS > SMS Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unans
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the Desktop Client.
SMS Available - Web
The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web
The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

SMS Performance reports

Create reports on your agents' performance over your SMS channel.

Fastpath: report.boldchat.com > New Report > SMS > Performance

SMS Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

SMS Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

SMS End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

SMS Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator
Name of the agent.
FB Messenger Available - Total
The total time the agent spent in available status.
FB Messenger Available - .NET
The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web
The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total
The total time the agent spent in Away status.
FB Messenger Away - .NET
The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web
The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Facebook Messenger Performance reports

These reports show performance metrics for Facebook Messenger conversations.

Fastpath: report.boldchat.com > New Report > FB Messenger > Performance

FB Messenger Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger conversations and performance within the defined time interval.

FB Messenger Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer messenger assignments and performance within the defined time interval.

FB Messenger End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

FB Messenger Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end messenger assignments and performance within the defined time interval.

How to manage incoming email according to rules (Email Rules Engine)

Required permission: Permission Group > Account > Can Setup Rules Engines

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Rules > Email Rules Engine Setup.

    Result: The Email Rules Engine window is displayed.

  2. On the Email Rules Engine, click New.

    Result: The New Email Rule window is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. Set criteria.
    • Has Attachment
    • Email Account
    • Email Type
    • Subject Contains
    • Body Contains
    • User Email Address Contains
    • Destination Email Address contains
    • Anywhere Contains. This uses OR logic when looking for matches in any field ... Contains field (Subject or Body or User?s Email Address or Destination Email Address). Enter each string in a separate line in the input field . Strings on a single line are treated as exact matches, while strings on separate lines are treated as logical OR conditions by the engine.
    • Department

    The rules engine compares the properties of incoming email against the criteria and performs the rule's action when there is a match.

    Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

  5. To route an email when criteria are met, choose the following actions:
    • Folder, to send the email to a specific email folder
    • Department, to make the email available to members of a specific department
  6. To assign attributes to an email when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    Result: These attributes are shown to operators as values in columns on the Email panel. Operators can use the information to make decisions about how to handle or organize emails.

  7. Save the rule.
  8. Continue to create rules.
  9. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.

Email Category, Status and Custom Field setup

To help you organize emails, you can customize Categories, Custom Fields, and Statuses.

Note: An Enterprise subscription is required.

Setting up email Category values

Create values that are presented to operators as options under Category on an email form.

Fastpath: To create email Category values, go to Setup > Account Setup > Emails > Email Categories.

Setting up email Status values

Create values that are presented to operators as options under Status on an email form.

Fastpath: To create email Custom Status values, go to Setup > Account Setup > Emails > Email Statuses.

Setting up email Custom Field values

Create values that are presented to operators as options under Custom 1 or Custom 2 on an email form.

Fastpath: To create email Custom Field values, go to Setup > Account Setup > Emails > Email Custom Fields 1 or 2.

How to set up user emails with the BoldChat API?

You can use the BoldChat API to update user emails without logging in to BoldChat.

Important: you must have the following account information to make a successful API call:

Your account ID (AID) that you can get by logging in to setup.boldchat.com.

In the example below, AID is 2648701413998819186

An API settings ID that you can create in the Setup > Account Setup > APIs > API Settings menu in the BoldChat Operator Client.

In the examples below, the API settings ID is 4156437641927623076

For your convenience, we have provided a sample API test page that you can use at https://developer.bold360.com/help/EN/Bold360API/Bold360API/jsonpapi.html

To change user email addresses, do the following:

  1. Retrieve LoginIDs with the getOperators API call as described in https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_data_extraction_list_data_getOperators.html

    The following is an example API call:

    https://api.boldchat.com/aid/2648701413998819186/data/rest/json/v1/getOperators?auth=2648701413998819186:4156437641927623076:1569829495.....4c76

    Sample response:

    {	
        "Status": "success",	
        "Truncated": false,	
        "Data": [	
            {	
                "LoginID": "2624038010865729044",	
                "UserName": "jsmith",	
                "ChatName": null,	
                "Name": "John Smith",	
                "Email": "jsmith@company.com",	
                "EmailName": null,	
                "SSONameID": null,	
                "Disabled": null,	
                "PermissionGroupID": "2624011959449693646",	
                "Departments": [	
                    {	
                        "AssignmentPriority": 4,	
                        "Priority": null,	
                        "DepartmentID": "2624050121264430460"	
                    }	
                ],	
                "SmsService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "EmailService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "TicketService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "ChatService": {	
                    "Capacity": 0,	
                    "Available": false	
                },	
                "TwitterService": {	
                    "Capacity": 0,	
                    "Available": false	
                }	
            },	
        ]	
    }
  2. Update the email address with the editOperator API call of a user as described in https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_provisioning_operator_editOperator.html

    The following is an example API call:

    https://api.boldchat.com/aid/2648701413998819186/data/rest/json/v1/editOperator?auth=2648701413998819186:4156437641927623076:1569831474018.....0459404&OperatorID=2624038010865729044&Email=john2.smith@company.com

    Sample response:

    {	
        "Status": "success"	
    }
  3. Repeat updating the email address of all users necessary.

This video illustrates the Email Management feature within BoldChat, which allows email to be routed, escalated and treated like work tickets for easy follow-up.

How to view incoming emails

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the Email folder.

    Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.

  2. From the list of Emails threads, select the item you want to view.
    Tip: You may need to use the folder structure on the left to navigate to the desired item.
  3. In the main pane, select the Email tab.
    Tip: If more than one email is in the thread, you can select the email you want in the Emails box on the Email tab.
Tip: To view email threads that share the same user email address, click the Email History tab on the Email service interface.

How to show an email form when no operators are available

You can set the Unavailable Email Form to appear when a no operators are available to answer a chat request.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Unavailable Email Form tab, select Enable.
    Tip: To customize or localize the Unavailable Email Form, go to Brandings tab > Custom > Common and select the Unavailable email group.
  3. Enter the email address to which submitted forms should be sent.

    Multiple emails must be separated by a comma, semi-colon, or space.

  4. Save your changes.

How to add a chat button to an Outlook email footer

To add a button to your email signature that users click to initiate a chat session, you simply generate the appropriate chat button code and associate it with your Outlook signature.

  1. From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.

    Result: The Generate Chat Button HTML window is displayed.

  2. On the Generate Chat Button HTML window under Type of Chat Button, select Email Signature Chat Button.
  3. In the email signature field, enter the signature that you want your customers to see.
  4. Under Customize Chat Button Images, select the button that users will click to initiate a chat session from your email signature.
  5. Under Email Signature, choose a signature to which the chat button will be appended.
    • Option. Type a new signature directly in the space provided.
    • Option. Click Open to select an existing email signature. The Open file... dialog is displayed with the path: C:\Users\*username*\AppData\Roaming\Microsoft\Signatures. Select a signature and click Open.
  6. On the Generate Chat Button HTML window, click Save.

    Result: The chat button is added to your email signature.

How to trace back email routing history

Gain insight into how a particular email was routed by operators, the Rules Engine or the email ACD.

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the Email folder.

    Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.

  2. From the list of Emails threads, select the item you want to view.
    Tip: You may need to use the folder structure on the left to navigate to the desired item.
  3. Navigate to the Rule Applied section in the Details or Email History > Details tabs.
    Tip: You can also display trace information by adding the Applied Rule ID and Applied Rule Name fields to the Dashboard. See also Add/Remove fields.

    Result: You can trace back thread history using the information displayed.

How to configure BoldChat to receive emails

Configure BoldChat to receive, track, and manage emails.

Note: An Enterprise subscription is required.
  1. Create a new email account:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Emails > Email Accounts > New. The New Email Account window is displayed.
  2. Enter basic account settings on the Email Account tab:
    • Enter a Name for the account for internal reference
    • Enter the Email Address to use when sending email.
    • Enter a Friendly Email Name to be used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    • Enter the User Name of the POP3 server. For example, in the email address support@acme.com, the user name is support.
    • Enter the Password associated with the user name for the POP3 server.
    • Enter the host name or IP address of your mail Server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails will be retrieved from this POP3 server. You are not required to specify a SMTP server address. The desktop Operator Client is designed to use BoldChat's SMTP servers to send outbound emails.
    • Choose your server Type: POP3 or IMAP.
    • Select Active to activate the email account.
    • Select Leave Copy of Message to store copies of emails on your POP3 or mail server to facilitate download to Outlook or any other mail client.
    • To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. The default port is 995. Please check with your service provider as required.
  3. Enter additional settings on the Other Settings tab:
    • Select Maintain email thread ownership on new mails to preserve the Owner (Operator) field of each email thread.
    • Select Show emails as plain text to show incoming email as plain text rather HTML.
    • Select Append Email Thread ID to append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers/visitors.
    • Set the Encoding for outgoing and incoming messages.
    • Use the Auto-bcc field to specify an email address that is included in the BCC field of all outbound emails from the Operator Client.
    • Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which operators can be assigned emails by the automatic distribution system.
    • Assign Canned Message Folders. See Canned Messages.
  4. On the Auto-Responder tab, you can setup auto-response rules to answer incoming emails.
  5. On the SMTP Setup tab you can setup an SMTP server to use for your outgoing email.
  6. On the Email Footer tab you can compose, design, and enable a footer that is appended to all emails sent from this email account.
  7. Save your changes.

How to set up automatic email distribution

Automatic Email Distribution (AD) allows you to automatically and intelligently distribute and assign incoming emails to your operators.

Important: Before you continue, make sure you have set up BoldChat to manage email.
Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Automatic Distribution > Automatic Email Distribution Setup.

    Result: The Automatic Email Distribution Setup window is displayed.

  2. Select Enable automatic distribution.

    Result: This activates ACD at the account level.

  3. Select options:
    Option Description
    Reassign if not accepted in X minutes When selected, emails are reassigned to another operator when the originally assigned operator does not accept the thread within the specified period of time.

    An operator who fails to answer in time is set to Away status to prevent new threads from being assigned. The operator must then explicitly log back in as Available.

    Limit concurrent email threads to X When selected, the number of threads that can be assigned to each operator is limited. When an operator reaches the limit, they are no longer assigned new threads.

    This limit setting can be overridden at an individual operator level.

    Operators waiting for assignment When there are fewer incoming email threads than operators can handle, some operators will be waiting for an assignment. Threads are assigned to highest ranked operators first, but you can choose an assignment method for operators of the same rank. See How to rank operators.

    To determine which waiting operator gets the next email, choose an assignment method:

    • Least Busy. Assign the next incoming thread to the operator who has the fewest active threads and has waited the longest. Choose this to balance the workload between operators.
    • Most Busy. Assign threads to your busiest operators. The next incoming thread is assigned to the operator who is handling the most threads until their limit is reached, and thereafter to the operator who has been idle for the shortest period of time. Choose this option if your operators must manage non-email tasks along with their email related work. Those who are managing email will stay busy with email, while others can stay focused on non-email tasks. To prevent overload on a single operator, make sure concurrent limits are set.
    • Round Robin Rotate assignment among all available operators regardless of waiting time or number of active threads (until their concurrent limit is reached). Choose this option to balance the number of threads assigned per operator. Lower ranked operators will only be assigned a thread if all higher ranked operators have reached their limit.
  4. Save your changes.

    Result: Settings are applied to your entire account except where overridden at the department or operator level.

Email Status Summary reports

(on Web Reports: Assignment Status Summary and Thread Status Summary) These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

Fastpath: report.boldchat.com > New Report > Email > Status Summary

Report availability: Enterprise

Assignment Status Summary report

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New
The number of new email assignments during the specified date range.
Open Answered
The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered
The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.

Thread Status Summary report

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

  • Sent = The number of emails sent during the specified date range.
  • Received = The number of emails received during the specified date range.
  • ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
  • Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
  • ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
  • Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
  • Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
  • ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

Email Status Summary reports

These reports provide the status of new email threads created in the date range specified, including details about the number of unanswered and answered emails for open as well as closed email threads.

Fastpath: report.boldchat.com > New Report > Email > Status Summary

Assignment Status Summary report

This report provides the status of new email assignments created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Reported data:

New
The number of new email assignments during the specified date range.
Open Answered
The number of answered assignments (automatic or manual) that were still open during the specified date range either because they were reassigned or the thread was closed.
Open Unanswered
The number of assignments (automatic or manual) that were still open during the specified date range without being answered either because they were reassigned or the thread was closed.
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.

Thread Status Summary report

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads

  • Sent = The number of emails sent during the specified date range.
  • Received = The number of emails received during the specified date range.
  • ATTR (HH:MM:SS) = The "Average Time to Reply" for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
  • Answered = The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
  • ASA (HH:MM:SS) = The "Average Speed to Answer" for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
  • Closed Answered = The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
  • Closed Unanswered = The number of threads that were closed during the specified date range without being answered.
  • ATTC (HH:MM:SS) = The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].

How to create an email signature for an operator

Create an email signature that can be attached to outgoing email messages.

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > New.

    Result: The New Operator window is displayed.

  3. Go to the Email Settings tab and set up the signature using HTML and/or plain text:
    Option Description
    Email Name The name to show in the email From field.
    Use Email Signature

    Never ? Do not add the email signature to outgoing emails

    First Outgoing Only ? Add the email signature to the first outgoing email (new email or first reply)

    All Outgoing ? Always add the email signature to outgoing emails

  4. Save your changes.

    Result: The email signature will be available to the operator upon next login.

Tip: Operators in a Permission Group with the permission Can Use Email Signatures Setup can manage their own signatures under Setup > My Email Signature Setup.

Email Assignment Summary report

Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.

Fastpath: report.boldchat.com > New Report > Email > Assignment Summary

Report availability: Enterprise

Reported data:

Operator
Name of the agent.
Accepted
Number of accepted email assignments by the agent.
Average Time to Accept
Average time to accept email assignments.
Answered
Number of answered emails.
Average Speed to Answer
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
Still Active
Number of email assignments that are still active.
Closed Answered
Number of emails that were answered before they were closed.
Closed Unanswered
Number of emails that were not answered before they were closed.
Average Time to Close (Unanswered)
The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Average Emails
Received
The number of emails received during the specified date range.
Sent
The number of emails sent during the specified date range.
Average Time to Respond
The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.

Email Assignment Summary report

Analyze data such as email assignments accepted during the time period (per agent), average time to accept email assignments, average speed to answer email assignments, and more.

Fastpath: report.boldchat.com > New Report > Email > Assignment Summary

Reported data:

Operator
Name of the agent.
Accepted
Number of accepted email assignments by the agent.
Average Time to Accept
Average time to accept email assignments.
Answered
Number of answered emails.
Average Speed to Answer
Average Speed to Answer for answered chats. Calculates time from chat Started to Answered by a live agent. Time from when the chat started to the time it was answered by the agent.
Still Active
Number of email assignments that are still active.
Closed Answered
Number of emails that were answered before they were closed.
Closed Unanswered
Number of emails that were not answered before they were closed.
Average Time to Close (Unanswered)
The average time to close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Average Emails
Received
The number of emails received during the specified date range.
Sent
The number of emails sent during the specified date range.
Average Time to Respond
The average time to reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.

Email Activity Summary reports

The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.

Fastpath: report.boldchat.com > New Report > Email > Activity Summary

Assignment Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Note: To see the number of emails your agents received per hour, then group the report by Hour when running it.

Reported data:

Sent
The number of emails sent during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received
The number of emails received during the specified date range.
Answered
The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS)
The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS)
The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent
The number of emails sent during the specified date range.
Received
The number of emails received during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered
The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS)
The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered
The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered
The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS)
The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Email Activity Summary reports

The report contains details such as the number of emails sent and received, average time to respond, number of answered, closed answered and closed unanswered email threads along with average speed to answer and average time to close for answered.

Fastpath: report.boldchat.com > New Report > Email > Activity Summary

Assignment Activity Summary

Report availability: Enterprise. Web only

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the individual emails. The Sent, Received, and ATTR (Average Time to Respond) columns look at the email count grouped by the created date of individual emails in a thread. Answered and ASA (Average Speed to Answer) represent data for individual emails.

Note: To see the number of emails your Operators received per hour, then group the report by Hour when running it.

Reported data:

Sent
The number of emails sent during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [Time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Received
The number of emails received during the specified date range.
Answered
The number of assignments (automatic or manual) for which an answer was sent during the specified date range. Each assignment with an answer is represented, even when answering the same email or the same thread.
ASA (HH:MM:SS)
The Average Speed to Answer for assignments answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when assignment was made].
Closed Answered
The number of answered assignments (automatic or manual) that were closed during the specified date range either because they were reassigned or the thread was closed.
Closed Unanswered
The number of assignments (automatic or manual) that were closed during the specified date range without being answered either because they were reassigned or the thread was closed.
ATTC (HH:MM:SS)
The Average Time to Close for each assignment that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the assignment was reassigned or the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using agent grouping, you filter out the individual emails assigned to the filtered agent/department.

Thread Activity Summary

Report availability: Enterprise. Web only

This report returns activity for individual emails exchanged within a thread based on the agent assigned to the thread. However, Sent, Received, and Average Time to Respond look at the email count grouped by the created date of individual emails.

Reported data:

Sent
The number of emails sent during the specified date range.
Received
The number of emails received during the specified date range.
ATTR (HH:MM:SS)
The Average Time to Reply for each email sent as a reply during the specified date range. Calculated as follows: [time when sent] minus [time when received]. If multiple emails were received, only the most recent is used.
Answered
The number of threads for which an answer was sent during the specified date range. Each thread with an answer is represented.
ASA (HH:MM:SS)
The Average Speed to Answer for threads answered during the specified date range. Calculated as follows: [time when first answer was sent] minus [time when thread was created].
Closed Answered
The number of answered threads that were closed during the specified date range. Only threads with an end time within the specified date range are reported.
Closed Unanswered
The number of threads that were closed during the specified date range without being answered.
ATTC (HH:MM:SS)
The "Average Time to Close" for each thread that was closed during the specified date range for which an answer was sent. Calculated as follows: [time when the thread was closed] minus [the time when the first answer was sent].
Important: This report focuses on activity on given dates, as shown in rows. The only attribute shared by numbers reported in columns is their occurrence on the given date. For example, an email reported in the Sent column may not be the same as the email thread represented in the Answered column (which is showing results based on the first answered email in the thread). Similarly, Closed Answered, Closed Unanswered, and ATTC (Average Time to Close) are based on the closed time of a thread and may not represent the same emails reported in the Sent, Received, or ATTR columns.

When filtered by agent/department, or when using the agent grouping, you filter out the email threads assigned to the filtered agent/department. The ASA (Average Speed to Answer) is calculated using the time-to-answer of the first email answered in each counted thread (as shown in the Answered column).

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Email Login Summary

See the amount of time that your agents spent logged in to Digital DX to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator
Name of the agent.
Email Available - Total
The total time the agent spent in available status.
Email Available - .NET
The total time the agent spent in available status in the Desktop Client.
Email Available - Web
The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total
The total time the agent spent in Away status.
Email Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Email Away - Web
The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to email a chat transcript

You may share the transcript of a chat with others that do not have access within BoldChat.

  1. Select the chat you would like to send.
  2. Click the Email icon in the toolbar above the chat list.
  3. In the dialog window that appears, enter the email address of the recipient and click OK.

    Result:

    Tip: The visitor also has the ability to send the chat transcript by clicking the Email icon in the lower-right corner of the chat window.

Email Performance reports

Create reports on your agents' performance over your email channel.

Fastpath: report.boldchat.com > New Report > Email > Performance

Email Thread Answer Performance Summary report

Report availability: Enterprise

This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the agent's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an agent.

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Thread Close Time Performance Summary report

Report availability: Enterprise

Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"

Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Assignment Answer Performance Summary report

Report availability: Enterprise

This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my agents to respond to an email?"

It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the agent's direct response.

Email Assignment Close Time Performance Summary report

Report availability: Enterprise

This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.

Email Time To Respond Performance Summary report

This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"

To avoid a negative impact on agents' performance statistics, use Time Filter > Only when agents are Available. This excludes periods when agents should not normally be expected to respond - namely, when they are unavailable.

Note: To avoid a negative impact on operators' performance statistics, use Time Filter > Only when Operators are Available. This excludes periods when operators should not normally be expected to respond ? namely, when they are unavailable.
Important: As of 8/26/2016, emails are filtered based on the date of the event being measured rather than the date of creation of the email thread.

Email Performance reports

Create reports on your agents' performance over your email channel.

Fastpath: report.boldchat.com > New Report > Email > Performance

Email Thread Answer Performance Summary report

This report returns the time it takes for email threads to be answered, based on the selected grouping. Use it to analyze the time-to-answer distribution for each email in a thread. Time-to-answer is the time between receipt of the incoming email and the agent's response. The report returns the interval between the first email's arrival to the BoldChat server and the initial response to that email by an agent.

Email Thread Close Time Performance Summary report

Returns the time it takes to close the email thread based on the selected grouping. It answers the question "How much time elapsed between the first response the time when the thread was closed?"

Email Assignment Answer Performance Summary report

This report returns the time it takes for email assignments to be answered, based on the selected grouping. It answers the question "How long is it taking my agents to respond to an email?"

It analyzes the time-to-respond distribution for each email sent in direct response to an incoming email. Time-to-respond is the time between receipt of the incoming email and the agent's direct response.

Email Assignment Close Time Performance Summary report

This report returns the time it takes to close the email assignment based on the selected grouping. It answers the question "How much time elapsed between the time of assignment and the time when the assignment was closed?" It is filtered based on the time the email assignment was closed.

Email Time To Respond Performance Summary report

This report returns the time it takes for an email to be responded to, based on the selected grouping. Use this report to answer the question "How long did customers have to wait for each response sent on a given date?"

To avoid a negative impact on agents' performance statistics, use Time Filter > Only when agents are Available. This excludes periods when agents should not normally be expected to respond - namely, when they are unavailable.

Email Productivity reports

Create reports on your agents' productivity when answering emails.

Fastpath: report.boldchat.com > New Report > Email > Productivity

Reports' availability: Enterprise

Accepted

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Answered

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Assigned

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Closed (Answered)

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Closed (Unanswered)

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Received

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Sent

See the number of individual emails received by the given grouping for a specified date range.

Summary

See the average of several key email metrics for a specified date range.

Time To Respond

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Email Productivity reports

Create reports on your agents' productivity when answering emails.

Fastpath: report.boldchat.com > New Report > Email > Productivity

Accepted

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an agent accepts or responds to an assigned email thread.

Answered

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an agent is the first to respond to an email thread.

Assigned

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Closed (Answered)

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an agent closes an email thread with at least one response email.

Closed (Unanswered)

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an agent closes an email thread with no response email.

Received

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Sent

See the number of individual emails received by the given grouping for a specified date range.

Summary

See the average of several key email metrics for a specified date range.

Time To Respond

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

How to answer an email

Note: An Enterprise subscription is required.
  1. Select the email thread (see How to view incoming emails).
  2. From the email thread in the main pane, select the email to respond to.
  3. Above the email details (Date, From, To, Subject), click Reply (single email icon).
    Note: There is no limit on the length of an email's subject when you create a new email, but you should consider that messages with concise subjects are more likely to be read.
  4. Enter the response, then, above the email details, click Send this email (single email icon).
Tip: When composing an email, the To, CC, and BCC fields remember email addresses used in the past. The list is maintained per-operator and is initially empty. To manage the remembered list, right-click the drop-down to delete a single addresses or the entire list.
Tip: To manage email signatures that you can insert in your emails and edit before sending, go to Setup > My Email Signature Setup. Proper permission may be required from your BoldChat administrator before you can manage your own signatures.

How to configure BoldChat to manage SMS (text messages)

To implement BoldChat's SMS functionality you must configure an SMS account and provision a phone number to integrate with our SMS gateway.

Note: An Enterprise subscription is required.
Note: Additional per message fees apply, check our website for block message rates.

As with chat functionality, the SMS service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming chat requests.

  1. Create a new SMS account:
    1. From the main menu of the operator client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Messaging > SMS Accounts > New. The New SMS Account window is displayed.
  2. Name the account.
  3. Under Phone Number Acquisition, choose your Country and Area Code and then select Find Phone Number.

    Result: Once a number is provisioned for your account, the number is displayed to the right of the Phone Number label. This number is used to provide visitors the ability to initiate an SMS session from their mobile device.

  4. To associate incoming SMS with a department, choose a Department.
  5. Set an Auto-End Interval to end sessions automatically when a visitor's response is not received within the defined period.
  6. Under Enable Business Hours you can set hours of availability specific to SMS functionality.
  7. Configure the auto-responder.

    To configure the SMS auto-responder you must create rules by which incoming SMS requests are evaluated. When all criteria in the rule are matched, a response is triggered.

    1. Select the Auto-Responder tab and then the New menu item. The New Rule window is displayed.
    2. Name the rule and define criteria.
    3. Select the response to send when criteria are matched and the rule is triggered.
  8. Configure Post-SMS Settings.
  9. Save your changes.

Messaging Apps Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Messaging Apps Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unans
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

How to view incoming SMS messages

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the SMS folder.

    Result: The left pane is updated with SMS folders. The upper-right area displays a list of SMS threads for the selected SMS folder.

  2. From the list of SMS threads, select the item you want to view.
    Tip: You may need to use the folder structure on the left to navigate to the desired item.
  3. In the main pane, select the SMS tab.

How to search for an SMS message

Note: An Enterprise subscription is required.
  1. On the left pane of the desktop Operator Client, open the SMS folder.

    Result: The left pane is updated with SMS folders. The upper-right area displays a list of SMS threads for the selected SMS folder.

  2. In the upper-right corner, above the list of SMS threads, click the Search icon (binoculars).

    Result: The Search SMS window is shown.

  3. Enter the keyword to search for and any extra criteria.
  4. Click Go.

    Result: A list of matching results will be displayed on the left.

  5. Select a result on the left for the full details to be displayed on the right.

    Result: The displayed SMS can now be answered or managed as usual.

How to associate canned messages with a chat window

You can correlate specific canned message folders with a chat window. This can be helpful in an environment with multiple web sites to ensure that relevant messages are presented to operators.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Other tab, select the canned message folders you want to associate with the chat window.
  3. Save your changes.

Messaging Apps Performance reports

Create reports on your agents' performance over your (additional) messaging apps channel.

Fastpath: report.boldchat.com > New Report > Messaging Apps > Performance
Note: Performance type reports do not display the agent's performance, but the overall conversation performance (including the chatbot's performance). This will be adjusted in a later release.

Messaging Apps Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message conversations and performance within the defined time interval.

Messaging Apps Assignment Answer Performance Summary report

For a specified date range, analyze the distribution of the time to answer message assignments and performance within the defined time interval.

Messaging Apps End Time Performance Summary report

For a specified date range, analyze the distribution of the time to close message threads and performance within the defined time interval.

Messaging Apps Assignment End Time Performance Summary report

For a specified date range, analyze the distribution of the time to end message assignments and performance within the defined time interval.

How to answer an SMS message

Note: An Enterprise subscription is required.
  1. Select the SMS thread to respond to (see How to view SMS messages).
  2. In the toolbar of the main area, under the SMS tab, click the Answer this text icon (phone).
  3. Enter the response and click Send.

How to create and edit a custom canned message

Operators can create their own canned messages for their individual use and organize canned messages according to their own preferences.

Restriction: You must have the following permission from your administrator: Can Use Personal Canned Messsages.
  1. Click Setup > My Canned Messages Setup.
  2. Select an existing message or click the Create a new item icon in your preferred folder.
    Option Description
    Name The name of the custom canned message. This field is only used internally for identification and referencing and never displayed to visitors.
    Access Key The access key is a key combination that inserts the message into a chat.
    Shorthand code The shorthand code is a typed shortcut that inserts the message into a chat. Type the shorthand code followed by a space in the chat editor to automatically complete the message. The shorthand code can only contain alphanumeric characters.
    Show in Answer Dropdown Determines whether the canned message appears in the chat editor dropdown list.
    Language This value acts as a filter to ensure that you see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed as <Not specified>.
    Keywords Assign keywords to canned messages to find them more easily in the chat editor.
  3. Type and format the message.
  4. Save your changes.

How to use the BoldChat Web Dashboard

Enterprise subscribers can use the Web Dashboard to view a summary of account activity from anywhere ? desktop, tablet, or phone.

The Web Dashboard (https://dashboard.boldchat.com) gives you the following:

  • Real time visual data of key metrics
  • On-screen notifications for certain metrics, with customizable thresholds
  • Responsive design for easy viewing on desktop, tablet, or phone
  • A set of default charts that you can customize and expand to meet your needs

Working with the Web Dashboard

To access the Web Dashboard, log in to your enterprise account at https://dashboard.boldchat.com.

Important: To be able to edit and view the Web Dashboard, a user must have the following permission: Setup > Account Setup > General > Permission Groups > Can Access Web Dashboard.

When viewing on a desktop:

  • View charts (widgets)
  • Edit charts ? use the options menu to edit, copy, or delete a chart
  • View and acknowledge notifications
  • If you delete the last chart, you will be prompted to restore default charts upon refresh
  • Arrange charts on the screen ? drag and drop by clicking anywhere in a chart's header

When viewing on a phone or tablet:

  • View charts
  • View and acknowledge notifications

Chart types

The following charts are available to Enterprise subscribers at https://dashboard.boldchat.com.

Chart name Description User Tips Options and Filters
Chat activity A summary of chat activity in your account. By default, it shows the total number of offered chats per day for one week, including the current day. Hover above or tap a line to view additional details. Options: Total chats offered, Abandoned chats, Answered chats, Time period (Last 24 hours, 7 days, 30 days).

Filters: Department, folder, website.

Chat performance A summary of information about chats in your organization compared to target goals. Use this chart to track performance against Service Level Agreements (SLAs). Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Columns to show: Actual, Goal, Difference.

Goal values: Average Speed to Answer (mm:ss), NPS, Overall Chat Satisfaction.

Filters: Department, folder, website.

Chat status Summary information about active and queued chats. Click the chart for details. To display a notification on the Dashboard when a chat has waited too long in the queue, edit the report , set a Notification threshold, and select Notification when exceeded.

You can choose to show details of the longest waiting chat on this chart, but this disables Department and Website filters. Click the chat to see the waiting visitor's name.

Filters: Department, folder, website (except when showing the longest waiting chat, in which case only the Folder filter is applied).
Operator rating A summary of operator ratings submitted by visitors on the post-chat survey. Items that have missed a performance goal are shown red.

To display a notification on the Dashboard when a goal is missed, edit the report and select Notification when missed.

Click the page selector at the bottom of the chart to flip through multiple pages when the number of operators exceeds five.

Filters: Department, folder
Operator status The number of operators in your organization by status: In Chat, Available, Away, Offline. Click the chart for details. Filters: Department
Visitors A summary of visitor monitoring activity on your sites, including the number of visitors on each page. The chart itself displays filtered data, while the Total Visit Count and Total Active Invitations are for the entire account. Option: Add a bar to represent each filter.

Filters: Folder.

Add a chart

  1. When viewing the Dashboard on a desktop computer (not a phone or tablet), go to the top of the Dashboard and click + (plus sign).
  2. Select the type of chart you want to add. The chart is added to the bottom of the page.
  3. Go to the bottom of the page to find the newly created chart.
  4. On the new chart, click the options menu and then Edit to customize the report.
    Tip: Don't forget to rename your chart to reflect selected filters and options.
  5. Save your changes.
Tip: To build a new report by editing an old one, click the options menu and select Copy. Go to the bottom of the page to find and edit the newly created chart.

How to set up canned messages

Canned messages are predefined text strings that the operator can insert into a conversation. With canned messages, the operator can reuse commonly used responses without having to type them.

For each technology, canned messages are stored and managed in their respective area.

  • Chat: Setup > Account Setup > Chats > Chat Canned Messages.
  • Email: Setup > Account Setup > Emails > Email Canned Messages.
  • SMS and Facebook Messenger: Setup > Account Setup > Messaging > Canned Messages.
  • Twitter: Setup > Account Setup > Twitter > Tweet Canned Messages.

Operators with proper permission can create and manage canned messages at Setup > My Canned Messages Setup.

Canned Message Summary Report

Perform Canned Message analysis and clean-up using this report that shows the most frequently used canned messages.

Fastpath: report.boldchat.com > New Report > Chat > Canned Message Summary

Report availability: Enterprise

Reported data:

Rank
Rank in terms of total usage.
Total
The number of times the canned message was used.
Note: When no custom operator filters are selected the chatbot is excluded from report.

Multi-Service Productivity report

Use this report to see how much time agents spend on each type of work item.

For each agent you can see the time spent assigned to different service items in Available, Away, Assigned, or Idle status and a utilization calculation in percentage. It also reports the time spent handling concurrent assignments, and the maximum number of assignments.

Fastpath: report.boldchat.com > New Report > Login > Multi-Service Productivity

Reported data:

Available

Total time logged in as Available.

Away

Total time logged in as Away.

Available (Assigned Time)

Total time in Available status with at least one item assigned.

Away (Assigned Time)

Total time in Away status with at least one item assigned.

Available (Idle Time)

Total time with no assignments (accepted or answered) while Available.

Away (Idle Time)

Total time with no assignments while Away.

Available (Utilization)

Percentage of time with at least one item assigned while Available.

Away (Utilization)

Percentage of time with at least one item assigned while Away.

Working

Percentage of time either in Available status, or with at least one item assigned in Away status.

Multi-assignment

Time spent on more than one simultaneous assignment while Available.

Total Assignment Time

Total time assigned to items counted separately while Available. For example, when an agent works on three chats simultaneously for 20 minutes each then the agent's Available (Assigned Time) is 20 minutes but the Total Assignment Time is one hour.

Assignments

Total number of assignments accepted or answered.

Max Simult

Greatest number of simultaneous assignments (any service type) for the given period.

How to add operators

Add operators to your account.

Required permission: Permission Group > Setup > General > Operators
  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > New.

    Result: The New Operator window is displayed.

  3. Fill in the following basic information about the operator:
    • User Name. The name the operator uses to log in to BoldChat. Visitors do not see this name.
    • Name. The operator's proper name. Visitors do not see this name.
    • Chat Name. The name seen by visitors.
      Tip: Visitors will see an operator's name as Operator unless you set a Chat Name.
    • Initials. Up to three characters. For Enterprise accounts, this is used in the Twitter service to uniquely identify tweets.
    • Email. This address is used to reset a forgotten password.
    • Password. Minimum of eight characters, containing only letters and numbers, and without repeating the same character three times in a row.
    • Chat greeting. The default greeting sent when the operator clicks the Answer button but no other message is chosen.
    • Assign the operator to a Permission Group.
    • Select and prioritize Languages that the operator speaks.
  4. On the Departments tab, assign the operator to departments.

    Premier and Enterprise subscribers can rank operators within each department.

    Important: Operators can be in multiple departments!
  5. Edit optional settings on the available tabs.
  6. Save your changes.

How to Run the desktop Operator Client

Launch the application via the Windows Start button, a desktop shortcut, or any other preferred method. You may be prompted to log in to your BoldChat account. Use the same email and password combination you use to log in at the BoldChat website.

Tip: You can tell BoldChat to remember your user name and password when you log in to the desktop app using the checkbox on the login screen.
Note: Users in an account with a data residency region other than the USA can only log in to BoldChat Operator Client 10.2 version or later.

How to set operator hours

You can set unique business hours per operator.

  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > New/Edit.

    Result: The New/Edit Operator window is displayed.

  3. On the Other Settings tab, select Enable Operator Hours.
  4. Define a time range.

    Result: At any time outside of the range, the operator is set to Away.

  5. To prevent operators from manually overriding their hours, select Enforce operator hours.
  6. Save your changes.

    Result:

How to force an operator to change their password

Force an operator to change their password upon next login.

  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > Edit.

    Result: The New/Edit Operator window is displayed.

  3. Select an operator.
  4. On the Login Control tab, select Force password change on next login.
  5. Save your changes.

How to filter canned messages based on chat content (Adaptive Canned Messaging)

Adaptive Canned Messaging uses adaptive learning techniques to present the most relevant canned messages to the operator. Depending on certain factors, such as frequency of use, the context and relevance of messages are weighted and learned over time to generate better adaptive responses to a visitor's query.

Note: ACM logic is also utilized with Auto Answers.
  1. From the main menu of the operator client, go to Setup > Account Setup > General > Operators.
  2. At the top of the Account Setup ? Operators window, click New or select an existing operator and click Edit

    Result: The Operator window is displayed.

  3. Click the Other Settings tab and make sure Use Adaptive "Learning" is selected.

    Don't see the Other Settings tab? You may need to scroll through tabs to find it.

  4. The operator must log off and back on before the setting takes effect.

How does it work in practice? When are "learned" canned messages presented to the operator?

  • When a visitor sends a new message
  • When the operator types into either the search field or the text input field, then pauses for one second
  • When the operator highlights chat text, then pauses for one second

How to print a chat transcript

To obtain a hard copy of a chat, you can print the transcript of the session.

  1. Select the chat you would like to send.
  2. In the toolbar above the chat list, click the Print icon.
    Tip: The visitor may also have the ability to print the chat transcript by clicking the Print icon in the lower-right corner of a pop-up chat window (visitor-side printing is not available with layered chat windows).

How to organize chats by status

You can create status values that operators can assign to closed chats during the post-chat procedure.

  1. Create status values, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Statuses
    2. Click New.
    3. Name the new value and save your changes.

      The new value is available as a list item in the Status) field at the top of the chat area.

  2. The operator is now able to assign the value to a closed chat using the Status field.

How to organize chats by custom values

You can create custom values that operators can assign to closed chats during the post-chat procedure.

  1. Create custom values, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Custom Field (1 or 2)
    2. Click New.
    3. Name the new value and save your changes.

      The new value is available as a list item in the Custom (1 or 2) field at the top of the chat area.

  2. The operator is now able to assign the value to a closed chat using the Custom (1 or 2) field.

How to view and control a customer's computer with LogMeIn Rescue

When there is LogMeIn Rescue subscriptions with an operator?s account, the operator can initiate a Rescue-based Desktop Sharing session. This feature allows the operator to view the visitor?s screen to pinpoint the problem and to interact with their computer (remote control).

  1. Start a chat session with the website visitor.
  2. In the toolbar above the active chat area, click Active Assist with this chat (two connected computers).

    Result: A dropdown list will offer options of the type of ActiveAssist.

    • Desktop Share (ActiveAssist with Rescue)
    • Browser Share (ActiveAssist Browser Share)
  3. Click Desktop Share.

    Result: The Authentication window will prompt for your LogMeIn Rescue account details.

    Tip: Account details can be saved and re-used for future remote control sessions.
  4. In the Authentication window, enter the Email and Password associated with the LogMeIn Rescue account, then click OK.

    Result: The LogMeIn Rescue session will be created and you will be prompted to choose the type of Rescue Technician Console (TC) to use.

    • Web-based Technician Console
    • Technician Console Desktop App
    Tip: If the operator already has the Rescue Technician Console running, then click Close and navigate to the Rescue Technician Console that is already open.
  5. Click Web-based TC, TC Desktop App or Close.
  6. In the Rescue Technician Console, navigate to the waiting session. Select the waiting session, then, above the session list, click Start (green play button).

    Result: A Prompt for download screen is shown.

    Tip: If the waiting session is not visible, it may be that another operator has manually started the session or Rescue?s auto-start option is active.
  7. Click Prompt for download.

    Result: The visitor will receive a prompt to download and run the Rescue applet.

  8. When prompted, the visitor must click Yes, then Run the Rescue applet.
  9. Once the Remote Control Applet is running on the visitor?s computer, the operator will be able to choose the type of remote session.
    • Remote Control
    • Desktop Viewing
  10. Click Launch Remote Control Session or Launch Desktop Viewing Session.

    Result: The visitor will be prompted to authorize the remote session.

  11. The visitor must click Yes within 30 seconds.

    Result: The remote session will start and the operator can use Rescue to continue the session.

    Tip: The prompt for authorization has a 30 second countdown timer (displayed in the window title bar). If the visitor fails to respond in time, access will be denied.
    Note: Chat messages sent by the visitor appear in both the BoldChat interface and the Rescue interface. Chat messages sent from the Rescue interface by the operator also appear in both the BoldChat interface and the Rescue interfaceChat messages sent by the operator from the BoldChat interface are not shown in Rescue.
Note: For information about LogMeIn Rescue and data residency, see Data Residency Options.

How to prompt visitors for information before chat (pre-chat form)

You can set up a pre-chat form that is displayed to visitors after they click a chat button but before actually chatting with an operator. The pre-chat form is a component of the Custom Chat Window definition associated with a chat button or chat invitation. The form can be customized. Visitor input is added to the incoming chat.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link. Once enabled and associated with a custom chat button definition, the form is displayed for all chat sessions initiated from the associated button.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the New Custom Chat Window, click the Pre-Chat Form tab.
  3. Click Enable the activate the form.
  4. To allow visitors to choose the chat window language (as set up under Brandings), allow the Language Selector to be shown.

    See also How to provide a chat window in multiple languages.

  5. To prompt visitors for basic information or for a response to an initial question, set any of the following as required or optional:
    • Name
    • Last Name
    • Email
    • Phone
    • Initial Question
    Tip: To customize these fields, go to the Brandings tab under Custom > Pre-Chat Survey > Chat Survey Initial Question
  6. To allow visitors to associate the chat with a department in your organization, select an option for Choose Department.

    To provide the visitor with choices, you must add Available Departments.

  7. If the custom chat window definition is associated with a custom chat invitation definition, you can enable the pre-chat form for chats that are initiated through the custom chat invitation by selecting Enable Pre-chat Survey on Invited 'Pro-Active' Chats.
  8. Save your changes.

How to present a post-chat survey to visitors

You can prompt visitors for feedback after a chat has been closed.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Post-Chat Form tab, select Show survey to visitors after they end the chat.
  3. To add field for standard survey questions, select any of the following options:
    • Prompt to rate Responsiveness
    • Prompt to rate Knowledge
    • Prompt for Comments
    • Prompt to rate Professionalism
    • Prompt to rate Overall
    Tip: To customize or localize the text associated with these options, go to Brandings tab > Custom > Common and select the Post Chat Survey group.
  4. To prevent the survey from being shown to visitors when the chat session involved a limited amount of communication, select Hide survey if visitor sends less than X messages.
  5. Save your changes.

    Result:

How to gather information from operators (Operator Wrap-Up)

Use the Operator Wrap-Up feature to gather information from operators about ended sessions.

This feature is part of the Custom Chat Window definition process. A chat window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks an associated button or link.
  1. Using the BoldChat Operator Client, create a new custom chat window, as follows:
    1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
    2. On the left menu of the Account Setup window, click Chats > Custom Chat Windows > New

    Result: The New Custom Chat Window is displayed.

  2. On the Operator Wrap-Up tab, set the following options:
    Option Description
    Auto-Close Set how long an ended session remains in the active chats view (shown in italics) before closing automatically. Required fields must be completed before the session can close.
    Standard Wrap-Up Set fields that operators must complete before a session can be closed.
    Tip: To create values for these fields, see Organizing Chats.
    Custom Wrap-Up Enterprise subscribers can set additional fields that operators can complete before a session can be closed. Unlike standard wrap-up, multiple response types are allowed (text, drop-down, radio button). Click New to set up fields and values. Fields can be required or optional.
  3. To prevent the survey from being shown to visitors when the chat session involved a limited amount of communication, select Hide survey if visitor sends less than X messages.
  4. Save your changes.

How to set a chat link as a chat entry point

Set a text-based link that a visitor clicks to initiate a chat session.

When implementing chat, your visitors need something to click in order to start a chat session. The term chat entry point refers to the interface element that a visitor clicks to initiate a chat. You set a chat entry point as part of the procedure of generating and inserting an HTML snippet to your site.

  1. From the main menu of the operator client, go to Setup > HTML > Generate Chat Button HTML.

    Result: The Generate Chat Button HTML window is displayed.

  2. On the Generate Chat Button HTML window, at the top of the window under Type of Chat Button, select Web Page Chat Button Text.
  3. Under Customize Chat Window, associate the link with a Chat Window definition.

    A Chat Window definition controls the look and feel and advanced behavior of the interface that is opened when a visitor clicks your link.

  4. Option. Associate your HTML snippet with a Department definition.

    See About the BoldChat 'Department' entity.

  5. Associate your HTML with a Website definition.

    See How to use Website definitions to manage multiple sites.

  6. Option. Pass customer visitor information into the chat session.

    See Custom Visitor Info, Variables: Collecting visitor data.

  7. Copy and paste the code to your site. See Generate and insert HTML to your website.

ACD Summary report

This reports shows Automatic Distribution performance in your environment.

Fastpath: report.boldchat.com > New Report > Chat > ACD Summary

Includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat.

Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same agents more than once, it nonetheless shows in the report as one chat.

Offered
Chats started from a clicks or invites.
Abandoned
Chats started and ended but never answered.
1st Answer
Chats answered the by the first agent it is assigned to.
Reassigned
Chats reassigned from the agent it had been assigned.
ASA
Average Speed to Answer for Answered Chats. Time from when the chat Started to the time it was Answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.
AMC
Average Message Count for answered chats.
Max #
Maximum size of chat queue.
Max Time
Maximum wait time for any abandoned or answered chats.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Chat Assignment report

Analyze the flow of chat-work across your organization.

Includes data for chats that were assigned by Automatic Distribution, re-assigned by the AD, and/or transferred by another agent.

Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment
Offered
All chats assigned to an agent or department.
Answered Chats
All chats answered by a live agent.
Transferred
All chats transferred by an agent or ACD.
ACT
Average Chat Time for answered chats that were transferred. Time from answering to transfer.
AMC
Average Message Count for answered chats that were transferred.
ASA
Average Speed to Answer for answered chats. Time from agent receiving assignment to the time it was answered.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator
Name of the agent.
FB Messenger Available - Total
The total time the agent spent in available status.
FB Messenger Available - .NET
The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web
The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total
The total time the agent spent in Away status.
FB Messenger Away - .NET
The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web
The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Chat reports involving a chatbot

For Digital DX AI subscribers, some report data include conversations with the chatbot. To understand the impact of conversations that involve the chatbot, the following must be considered.

  • Available means that a live agent was available for chat when the conversation started. Any conversation where the customer only chats with the bot are disregarded from reports on availability.

  • Unavailable counts chat button clicks when no one is logged in as available. Since the chat bot is always available, this number will always be 0 for chats channeled from the bot. When counting unavailable agents, Digital DX checks specifically for ChatType 3, whereas bot chats are of ChatType 8 ("API initiated").
  • A chat is Created when the customer opens the chat window. Hence any report detail that calculates time from chat creation includes conversations with the bot.

  • A chat is Started when the bot answers the customer. When the customer requests help from a live agent and fills in the pre-chat form if there is one, then Start time of the chat is reset.

  • A chat is Abandoned in the following cases:

    • the customer opened the AI chat window but did not chat with the bot.
      Note: When the customer opens an AI chat window, the chat is assigned to the bot operator. Therefore, those reports that filter out the bot operator, will not include this chat.
    • the chat was transferred from the bot to a live agent and the customer was presented with a pre-chat form but the window was closed without filling in the pre-chat form. In this case, the chat is not assigned to an operator, so it appears as <None> in the Operator column of reports grouped by Operator
  • An Unanswered chat was never answered by a live agent. Unanswered chats include all conversations where the customer chatted with the bot but the conversation was never transferred to a live agent.

  • Unanswered Time also includes all conversations where the customer chatted with bot but the conversation was never transferred to a live agent.

  • Conversations with the chatbot are also included in the Average Message Count (AMC).

  • Average Speed to Answer (ASA) calculates time from chat Started to Answered by a live agent. Conversations with only the bot are disregarded.

  • Average Chat Time (ACT) for answered chats does not include time when the customer chatted with the bot. It only considers time from the live agent accepting the chat to ending the chat.

The following reports are affected by conversations with the chatbot:

Service-Level Analysis report

See a quick report on the customer support your agents provide.

Fastpath: report.boldchat.com > New Report > Chat > Service-Level Analysis

Answered

See how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Unanswered

See how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Chat Duration

See how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Average Time in Queue

Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or agent. Each column is an amount of time. For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.

  • Time in queue represents the time from when the customer initiates a chat request (or submits a chat form) until the chat is assigned to an agent, abandoned, or closed
  • The time when a chat is assigned is not the same as when it is accepted by the agent
  • Results also include closed chats (abandoned, not assigned)
  • The Immediate column includes chats that enter the queue and are assigned in less than 2 seconds
  • For chats that are reassigned, time spent in queue is cumulative (each chat is represented only once, but the value in the appropriate time column is the total time spent across all queues)
  • To view time spent in an individual agent's or department's queue for chats that are reassigned, you must filter by agent or department
  • When filtering by agent and grouping by Last Operator, time values represent time in the filtered agent's queue, not the last agent's queue
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

How can I run a saved report?

Digital DX AI allows you to reuse saved or pre-defined reports. The saved reports are either defined globally as part of Digital DX AI as a product, or at your account level.

For more information on how to create and save a new report, see How can I generate my own reports in Digital DX AI?.

To run a predefined report do the following:

  1. Go to Analytics > Reports.
  2. Select the report of interest from the-drop down list.

  3. Define the date range and refine the field definitions.
  4. Run the report.

    Result: The report will be displayed on the same page, and it can also be downloaded as a CSV or Excel file.

  5. The download can be provided in full detail or if you want the summary view as presented on the screen, select the export view to Excel option.

To save a report for future use, select Save, define the name of the report and save it.

How to use reporting in Digital DX

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the Desktop Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The Desktop Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

For detailed information on reports, see the complete list of Digital DX reports.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away.

Reported data:

Operator
Name of the agent.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took: log in as Available or Away, log out.

Report availability: Enterprise

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

FB Messenger Assignment Status Summary report

This report provides the status of new messenger assignments assigned in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended assignments.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Status Summary report

This report provides the status of new conversations created in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended conversations.

This report provides the status for new messages created in the date range specified. All new messages are accounted for in one of the categories to the right of the New column.

Dates with no new, answered, or closed messages are not displayed on the report. The first date in this report indicates the status of all text messages prior to the date range specified.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unanswered
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

FB Messenger Activity Summary report

The report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unanswered
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Reports' availability: Enterprise

Email Login Summary

See the amount of time that your agents spent logged in to BoldChat to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator
Name of the agent.
Email Available - Total
The total time the agent spent in available status.
Email Available - .NET
The total time the agent spent in available status in the Desktop Client.
Email Available - Web
The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total
The total time the agent spent in Away status.
Email Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Email Away - Web
The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in BoldChat with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the Desktop Client.
SMS Available - Web
The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web
The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Ticket Login Reports

Fastpath: report.boldchat.com > New Report > Login

Ticket Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tickets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Ticket Available - Total
The total time the operator spent in available status.
Ticket Available - .NET
The total time the operator spent in available status in the Desktop Client.
Ticket Available - Web
The total time the operator spent in available status in Agent Workspace.
Ticket Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Ticket Away - Total
The total time the operator spent in Away status.
Ticket Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Ticket Away - Web
The total time the operator spent in Away status in Agent Workspace.
Ticket Away - Mobile
The total time the operator spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Ticket Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tickets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.

Twitter Login Reports

Fastpath: report.boldchat.com > New Report > Login

Twitter Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tweets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Twitter Available - Total
The total time the operator spent in available status.
Twitter Available - .NET
The total time the operator spent in available status in the Desktop Client.
Twitter Available - Web
The total time the operator spent in available status in Agent Workspace.
Twitter Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Twitter Away - Total
The total time the operator spent in Away status.
Twitter Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Twitter Away - Web
The total time the operator spent in Away status in Agent Workspace.
Twitter Away - Mobile
The total time the operator spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Twitter Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tweets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.

Chat Summary report

This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.

Fastpath: report.boldchat.com > New Report > Chat > Chat Summary
Note: You can download chat transcripts with the Digital DX API as described in the Digital DX Developer Center.

Reported data:

Total Clicks
All clicks of the chat button plus all accepted invitations.
Unavailable
All chats already in created status where chat was unavailable because of agent availability, hours of operation, or queue size limits. For information on chat statuses, see What is chat lifecycle?
Blocked
All clicks on chat buttons by those customers who have been blocked. See How to block customers during chat in the Agent Workspace.
Abandoned
All chats in created status that were not started, blocked, or unavailable (as described above). Most commonly, these are customers who were shown the pre-chat survey but failed to complete it.
Unanswered Chats
Chats that were started but were never answered. This happens either because the customer closed the chat window while waiting for an agent, or because the chat reached the Unanswered by agent timeout limit. You can set this timeout on the General tab of your chat window configuration. See How to set up timeout for unanswered chats.
Answered Chats
All chats that a live agent accepted and were moved to answered status.
AMC
Average Message Count for answered chats.
Unanswered Time
Time in queue for unanswered chats. Calculated as "chat ended" time minus "chat started" time for unanswered chats.
ASA
Average Speed to Answer for answered chats. Calculates the average time from chat started to answered by a live agent.
ACT
Average Chat Time for answered chats. Calculates the average time from the first agent answering a chat until it ends. ACT is measured for the final agent only.

If you need to look more closely at chat activity, use the Agent Activity report.

You can group and filter the report several ways in order to see the data from different perspectives.

When grouping by agent, note the following (for chats answered by multiple agents):

  • <None> in the Agent column represents chats that have not been assigned to an agent. This generally occurs if either agents were unavailable or the chat was abandoned and was never assigned to an agent.
  • All actions are reported as if executed by the final agent who answered the chat
  • The Answered value represents the number of chats for which an agent was the final assigned agent
  • The Answered Time of the first live agent handling the chat is counted toward the ASA calculation of the final agent who handled the chat

Department filters:

  • Department (operator membership) - Shows chats where the assigned agent or operator is a member of the selected department. For agents who are members of multiple departments, this also includes chats that were not assigned to the selected department, but to another department of the agent.
  • Department (initial assignment) -Shows chats where the first assignment was the selected department
  • Department (final assignment) - Shows chats where the last assignment was the selected department
  • Department (any assignment) - Show chats where the chat assignment history has assignments to the selected department
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific agent. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an agent.
      • When ACD is on and a chat is assigned to an offline department but not to an agent. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.) An offline department is where ACD cannot assign chats to agents because there are no agents currently available (they are away, their concurrency limit is reached, or the chat was started outside business hours).

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandoned - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Digital DX System Requirements

Browser requirements for visitors on web

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Safari on macOS (Last two versions)

Browser requirements for visitors on mobile

  • Chrome recommended on Android
  • Safari recommended on iOS

System requirements for the Desktop Client

To download the latest version of the Desktop Client, go to https://www.bold360.com/download.

  • Windows 7, 8, 8.1, 10 (recommended: Windows 8 and newer)
  • Memory: 2GB or more (recommended: 4GB)
  • CPU: 1.7 GHz dual core or better (recommended: i3 core equivalent or above)
  • When using the Digital DX Desktop Client version earlier than 15.2.6, the minimum supported version of .NET Framework is v4.6. In this case, you must use the SSO sign-in method to access the Desktop Client. See How to sign in to the Desktop Client?.
  • When using the Digital DX Desktop Client version 15.2.6 or later, the minimum supported version of .NET Framework is v3.5.1
Note: Mac and Linux are not supported.

Browser requirements for the Web Client

You can log in to the Web Client at web.boldchat.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10 and newer
  • Safari on macOS (Last two versions)

Browser requirements for the Agent Workspace

You can log in to the Agent Workspace at agent.bold360.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Safari on macOS (Last two versions)

Microsoft Internet Explorer 10 and above are available to use but are not recommended browsers as they are not being updated to maintain modern security and web standards.

Browser requirements for Reports and Dashboard

You can log in to Reports at report.boldchat.com and to Dashboard at dashboard.boldchat.com.

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 10 and newer
  • Safari on macOS (Last two versions)
  • Chrome recommended on Android (Dashboard only)
  • Safari recommended on iOS (Dashboard only)

TLS encryption support

Depending on which .NET Framework you installed on a computer, the Digital DX Desktop Client supports TLS version 1.2:

  • Digital DX Desktop Client version 15.2.6 or later - .NET framework 3.5.1 or later required
  • Earlier Digital DX Desktop Client versions - .NET framework 4.6 or later required

You can enable TLS 1.2 in the Windows Registry.

Bandwidth requirements

Running the Digital DX Desktop Client does not have any special bandwidth requirements. For video chat requirements, see How to enable video chat.

How to configure Single Sign-On through operator configuration settings

Single Sign-On (SSO) integration simplifies the sign-in process for Enterprise users by providing access to multiple products with a single login. This feature integrates with your current SSO technology and is easily accessible though the Operator Client, Agent Workspace, and Web Client.

  1. To enable SSO through the Desktop Client, select an operator in Setup > Account Setup > General > Operators, then click Edit.
  2. Under the Operator tab, enter the SSO Name ID. When finished, click Save.

How to set up SAML 2.0 Single Sign-On via an Identity Provider

BoldChat provides Single Sign-On support based on SAML 2.0 protocol. It accepts SAML Assertions using the SAMLResponse parameter where the NameID of the authenticated user is a mandatory claim.

On the Identity Provider (IdP) side you must set up the connection with the following parameters:

  • Protocol type: SAML 2.0
  • Service type: AssertionConsumerService
  • Binding type: HTTP-POST
  • WantAssertionsSigned: True

Alternatively, you can set up the connection using the BoldChat metadata XML below that contains the required parameters.

Important: Change both instances of xxxxxxxxxx to your account ID. You can find your BoldChat SSO URL on the settings form. Change both instances of yyyyyyyyyy to the web client URL extended with the server set for your data residency region.
Data Center URL
USA web.boldchat.com
EU web-eu.boldchat.com
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<EntityDescriptor entityID="https://yyyyyyyyyy/aid/xxxxxxxxxx/" xmlns="urn:oasis:names:tc:SAML:2.0:metadata">
  <SPSSODescriptor AuthnRequestsSigned="false" WantAssertionsSigned="true" protocolSupportEnumeration="urn:oasis:names:tc:SAML:2.0:protocol">
    <NameIDFormat>urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress</NameIDFormat>
    <AssertionConsumerService index="1" Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-POST" Location="https://yyyyyyyyyy/aid/xxxxxxxxxx/"/>
  </SPSSODescriptor>
</EntityDescriptor>
  1. Go to Setup > General Account Settings > Single Sign-On and select the Main Setup tab.
  2. Remember: You must configure SSO on the Identity Provider side first.
    Click Test to check the authentication process.

    You are redirected to the Identity Provider's URL in a popup. If you get back SAMLResponse from the ID Provider than its response will be presented on this setting form. If no SAMLResponse parameter returns or you simply misconfigured your URL, the popup window may stay open.

    Important: The Identity Provider URL must be a common link that authenticates and redirects the user to the BoldChat SSO URL with SAMLResponse token, if the user have the necessary rights.
    Result Description
    SAMLResponse is returned

    The response is presented in the form.

    Note: Copy the public key for later use.
    SAMLResponse is not returned

    The popup may stay open.

    It is likely that you have simply misconfigured your URL.

  3. Check that NameID is a mandatory claim in the SAMLResponse token.

    You must add this claim on the Identity Provider side to be a unique attribute of the authenticated user, for example their e-mail address. When you map an authenticated user later on, the NameID field must be the SSO Name ID on the operator field.

  4. Under the Public Key Setup tab, paste the public key of your signed SAMLResponse token that you received in Step 2.
  5. Save the public key.
    1. Agent Workspace setup. To access Agent Workspace by SSO, use the following URL format:
      • https://agent.boldchat.com/sso/account-id/ACCOUNTID (Replace ACCOUNTID with your account ID)
      • https://agent.boldchat.com/sso/username/USERNAME (Replace USERNAME with your username)
    2. Desktop Operator Client setup. You can use the desktop Operator Client in SSO mode with version 7.40 or newer. To configure the desktop Operator Client, do either of the following:
      • Go to Start Menu > All Programs > SSO Mode.
      • Use the following registry commands.

        SSO Launch Enabled Registry Script

        Windows Registry Editor Version 5.00
        
        [HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run]
        "BoldChat-SSOAID"="xxxxxxxxxx"
        "BoldChat-SSOENA"="True"

        SSO Launch Disabled Registry Script

        Windows Registry Editor Version 5.00
        
        [HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run]
        "BoldChat-SSOENA"="False"
    3. Web Client SSO setup. Once you have configured SSO on both sides, launch your WebClient SSO lookup mode with either of the following URLs:
      URL Description
      https://yyyyyyyyyyy/aid/xxxxxxxxxx/ xxxxxxxxxx is your Account ID ; yyyyyyyyyy is the URL with server set
      https://yyyyyyyyyyy/un/uuuuuuuuuu/ uuuuuuuuuu is any BoldChat username defined under your account; yyyyyyyyyy is the URL with server set
  6. Check that parsing was successful to ensure that BoldChat servers understand the response as a SAML 2.0 Assertion Token.
    Remember: First you must make sure that the SAMLResponse token is returned correctly.

Once parsing has completed successfully, you can check the following:

  • Issuer found: A required attribute in the SAML 2.0 protocol
  • IssueInstant: A required attribute that contains the issuer timestamp. It must be in UTC format by default. BoldChat accepts tokens within a valid time frame.
  • NameID: Required for mapping a BoldChat operator record with the authenticated user.
  • Public key: Required and must be stored in BoldChat settings as well for signature validation.

What's New in BoldChat

Agent Workspace in v21.4.0 ? April 10 - April 17, 2021

New!

Switch between accounts after signing in
Users who have access to multiple BoldChat accounts, can switch between account after signing in to Agent Workspace. When switching accounts, users are not signed out, only redirected to the account selector page where they can choose another account to sign in. See How to switch account in the Agent Workspace.

Improved

Agent Workspace in v21.2.0 ? February 13 - February 20, 2021

New!

Export data in Monitor View
In Monitor View, you can now download a list of work items in CSV format for a selected period of time. See How to download a list of work items to CSV in the Agent Workspace.

Improved

  • Retrieves discussions messages across the entire account based on the messages' Created date. See getDiscussionMessages in the Bold360 and BoldChat Developer Center.
  • You can retrieve discussions (optionally for departments) based on their Created date. See getDiscussions in the Bold360 and BoldChat Developer Center.
  • You can retrieve custom agent statuses with the getLoginActivity API method. Custom agent status is displayed in the CustomOperatorStatusName return value. See getLoginActivity in the Bold360 and BoldChat Developer Center.

Agent Workspace in v20.3.1 ? October 27 - November 7, 2020

New!

View department-level workload
In Monitor View, you can view your departments' workload per channel in real time. To see this information, go to the Live Workload tab and select Department at the top of the page. See How to view department-level workload in the Agent Workspace.
Assignment history of chats and messages
You can now view the assignment history of a selected chat or message in Agent Workspace. See How to find customer and assignment history in the Agent Workspace.

Improved

  • In Agent Workspace, the folder selector in the Canned Message panel now lists folders alphabetically in a multi-level hierarchy. Canned messages in a single folder are also sorted alphabetically.

Operator Client in v20.2.4 ? September 17, 2020

Improved

  • In the Workspace area, when the Operator had unsent messages for multiple chats, switching between these work items cleared the unsent message from the Chat panel.
  • The Operator Client did not remember the Chat window branding for non pre-translated languages when you tried to edit those settings. Instead, the All languages option was automatically selected when editing custom chat window branding on the Setup > Account Setup > Chat > Chat Window > Brandings tab.
  • It was possible to send an invitation email to a deleted Operator from the Recycle Bin
  • It was not possible to download attachments where the file name included a # character, such as test#123.pdf

Agent Workspace in v20.2.4 ? August 17 - 28, 2020

New!

Changes to the Chat Summary by Operator report
When you run the Chat Summary report grouped by Operator, it now contains the same information as when it is grouped in any other way. As of now, to view data that you have previously retrieved by the Chat Summary by Operator report, you can use the Operator Survey report.

Improved

  • When an Operator accepts an SMS message in the Agent Workspace, the initial greeting is now displayed in the chat panel. To set up initial greetings, see How to add operators.
  • Fixed an issue where outgoing emails with an invalid character could not be sent
  • Operators now see an improved notification when they try to transfer a bot chat that the customer has already abandoned
  • You can now select the following additional languages to auto-translate messages with Geofluent between customer and Operator in real-time:
    • Kazakh
    • Lithuanian
    • Serbian
    • Tagalog
    • Tamil

    For more information on using real-time translation, see How to set up auto-translation.

Agent Workspace in v20.1.9 ? June 22 - 27, 2020

New!

View operator availability and workload
In Monitor View, you can view operators' workload and availability per channel in real time. To see this information, go to the Live Agent Workload tab. For more information, see How to view Operators' live workload and availability in the Agent Workspace.
Force operators to log out from the Agent Workspace
In Monitor View, you can now select operators whom you want to log out from the Agent Workspace. See How to force Operators to log out from Bold360.
Display Last Assigned detail in Agent Workspace
Operators can now see who transferred a chat to their workspace. See How can I tell who transferred the chat to me.
Discontinue support for TLS 1.0 and 1.1 encryption
BoldChat supports TLS encryption version 1.2 only. Earlier versions are no longer supported.
Audit log for login and logout activity
The getAllAccessAuditLogs API method has been introduced to retrieve login and logout information on your account. For more information, see the Bold360 and BoldChat Developer Center.

Improved

  • In Operator Activity reports, ASA (Average Speed to Answer) has been renamed to AASA (Assignment Average Speed to Answer). AASA calculates the time from when the agent received an assignment to the time the assignment was answered. See Operator Reports.
  • Operators in the Agent Workspace with the Take Next Queued option enabled now receive notifications when there is a new work item in queue.
  • Operators now receive notifications when there is a new work item in queue

Agent Workspace in v20.1.4 ? April 25, 2020

Improved

The following fixes and improvements have been made in this release:

  • Reason for ending a chat is now displayed in the Ended reason field both on the Customer Information Card in the Agent Workspace and in Monitor View when selecting a chat.
  • Fixed an issue, where the number of active work items in the Agent Workspace was displayed incorrectly on the Active tab above the work items. This issue occurred when the operator navigated to the Search tab.
  • Fixed an issue in Monitor View, where the operator had to select a chat folder manually to display chats on the Assigned to Agent tab. This issue occurred when operator did not have access to the top-level Chats folder.
  • Fixed an issue where the operator?s email reply was undeliverable to the customer. This issue occurred when the customer used Microsoft Outlook as email client and the operator?s outbound email server was an Office 365 SMTP server.
  • Fixed an issue where customer email replies were not updated in the Agent Workspace and there was no indication that a new message is available in an email thread.

Agent Workspace and Operator Client in v19.5.9 ? February 24, 2020

New!

Sign in to BoldChat
On March 16, 2020. the sign-in experience for BoldChat will change. From then on, you will be able to sign in to the Agent Workspace and the BoldChat Operator Client with your email address and password. For more information, see How to sign in to BoldChat?.
View stats on operator performance
Operators can have a quick view on their performance in the bottom-left corner of the Agent Workspace. Admins can add up to 10 performance indicators to the expanded operator stats view.

Improved

  • In Agent Workspace, you can now search without adding a keyword as a search parameter.
  • Agent Workspace has been visually improved to have a more modern look and feel. This includes an update of the icons for selecting your channel status:
  • Several performance improvements to the overall operator experience have been introduced when working in Agent Workspace.

Agent Workspace in v19.5.7 ? January 25, 2020

New!

Changes to the sign-in process in BoldChat
Update your BoldChat Operator Client
By January 27, 2020, it is strongly suggested to upgrade your BoldChat Operator Client to version 15.2.6 or later. Users on an earlier version may not be able to sign in to BoldChat.
Email address and password policy
With the coming of the new sign-in process on March 16, 2020, BoldChat users may have to verify their email address and their password policy will also change. For more information on these changes, see About the new sign-in process in BoldChat.

Operators and admins will have the following experience when they sign in:


Multiple BoldChat accounts
From March 16, 2020, if you also have access to multiple accounts, you will have to select that after signing in to BoldChat. Operators and admins will have the following experience when they sign in and select a BoldChat account to work with:

Allowlisting
By January 31, 2020 your IT team must allowlist these URLs in your firewall settings to allow access to authentication.logmeininc.com and auth.bold360.com. For more information, see Allowlisting and BoldChat.
Operators can block abusive customers during chat
When operators chat with an abusive customer, they can block that person from chatting with your organization. Customers can be unblocked later.
BoldChat iOS Operator Application retired
The iOS Operator Application is no longer available. Installed apps stop working on February 3, 2020.

Improved

  • Operators can filter their own work items in Monitor View. In Monitor View, you can list your own chats, emails, and messages on the Assigned to Agent and Closed tabs by clicking My items above the list of work items. Admins can prevent operators from filtering their own chats.
  • To prevent operators from accidentally closing a chat or email thread, they must confirm ending a chat when clicking End Chat. Operators can also choose not to see this confirmation message in the future.
  • The Agent Workspace has been visually improved to have a more modern look and feel.

Operator Client in v15.2.6 ? October 7, 2019

New!

Unified sign in experience
From now on, as part of our unified sign-in experience, you should enter a unique email address when setting up or editing an operator?s email address. For information on how the new sign-in experience effects you, see About the new sign-in process in BoldChat.
Sign-in and password policy changes

You have the following options to make the compulsory email and password policy-related changes on the Setup > Future Login Setup page in the BoldChat Operator Client:

Force email that I set up for my users
After an admin sets up unique email addresses for all BoldChat users, select this option to force using those pre-defined emails to sign in. BoldChat users will not have to verify their emails.
Password policy changes
Select this option to apply LogMeIn's common password policy on all BoldChat users starting February 1, 2020. This means forcing users to change their passwords every 90 days and not reusing their last five passwords.

This page is only available until March 15, 2020, by which time administrators must set up their users to use a unique email address. Subsequently, users will not be able to sign in to BoldChat with their username.

Improved

  • Operators can now select a department as well as a specific operator to start a chat discussion.
  • You can now view the complete history of a selected email on the preview panel in Monitor View.
  • The Customer Info Card now displays extensive session information in expanded view of the Agent Workspace.
  • Operators are logged out after a period of time that the admin defined when they are inactive in the Agent Workspace.

Agent Workspace in v15.1 ? June 30, 2019

New!

Start discussions from emails
Operators can now collaborate with another operator in the organization to resolve a specific customer issue while responding to a customer email. Email discussions work similar to discussions started from chat.

Improved

  • The selected date filter is now preserved on the Closed tab of Monitor View
  • The date selector in Monitor View considers the end-of-day for the end of the selected date range
  • Experiments are now processed in the order of newest to oldest
  • Fixed an issue where an incorrect system message was displayed when a chat was transferred to an operator who joined the chat
  • Fixed an issue where NPS was rounded incorrectly in the Survey NPS report
  • Fixed an issue where the IP address-based country location was incorrectly resolved
  • Fixed issues where clicking the browser?s Back button resulted in a blank layered chat window
  • Various security fixes

Agent Workspace and Operator Client in v15.0 ? June 3, 2019

Improved

  • Added improved notifications for new work items in the Agent Workspace
  • A notification is displayed in the Agent Workspace when the maximum user limit in the account has been reached
  • Enabled audio notifications for Layered Chat Window definitions when the window is on the active browser tab. Previously, audio notifications were only available when the chat window was not on the active browser tab.

How to enable Single Sign-On through login controls

Single Sign-On (SSO) integration simplifies the sign-in process for Enterprise users by providing access to multiple products with a single login. This feature integrates with your current SSO technology and is easily accessible though the Operator Client, Agent Workspace, and Web Client.

  1. Within the .NET or the Web Client, go to Setup > Login Control Settings > Setup.
  2. Check the box next to Single Sign On Settings > Enable Single Sign On.

    To see the edits and modifications you will need to make, click Help.

  3. When finished making edits, click Save on the Single Sign-On Setup tab and then click Save on the Login Control Settings tab.

Operator Reports

View reports on your agents' performance.

Fastpath: report.boldchat.com > New Report > Chat > Operator Reports

Survey report

Get an overview of how satisfied chatters are with the service your agents are providing. Provides an agent by agent view of performance on a variety of key indicators. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. Reports cannot display customer feedback and comments.

All actions are reported as if executed by the final agent who answered the chat.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
ASA
Average Speed to Answer for answered chats. Calculates time from when the chat started to the time it was answered by an agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
Surveys
The number of post-chat surveys that customers at least partially completed.
Survey %
The ratio of submitted post-chat surveys to all chats in percentage.
Response
Customer's evaluation of the agent's responses.
Professionalism
Customer's evaluation of the agent's professionalism.
Knowledge
Customer's evaluation of the agent's knowledge.
Overall
Customer's overall evaluation of the agent.

Survey NPS report

This report provides an agent by agent view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score or NPS? is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives and Detractors. This report can be filtered allowing different views of data.

All actions are reported as if executed by the final agent who answered the chat. NPS values are for those agents who handled chats last.

Report availability: Web only.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
Surveys
The number of post-chat surveys customers submitted.
%Detractors
The percentage of detractors who gave an NPS score of 0-6.
%Passives
The percentage of passive customers who gave an NPS score of 7 or 8.
%Promoters
The percentage of promoters who gave an NPS score of 9 or 10.
NPS
The NPS score of the agent based on customer evaluation, which is the displayed in the 0 - 10 report columns.

Activity report

Get an overview of the chat volume handled by your agents. For a total number of chats offered, see the number and percent that were answered vs. missed. A missed chat occurs either because the agent did not answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the average speed of answer, average duration of answered chats, the average message count, and the average amount of time it took the agent to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways.

Note: The value of Chats Offered increases each time a chat is assigned. A single chat can be assigned multiple times; the value of Chats Offered is not necessarily the same as the actual number of chats.

Report availability: Enterprise, Premier

Reported data:

Chats Offered
All chats offered to the agent.
Answered
The number of chats the agent answered.
Answered %
The percentage of chats that the agent answered.
Missed
The number of chats the agent did not answer.
Missed %
The percentage of chats that the agent did not answer.
Reassigned Chats
The number of chats that were transferred to other agents without the current agent answering them.
Reassigned %
The percentage of reassigned chats.
Abandoned Chats
The number of chats that ended without the agent answering them.
Abandoned %
Percentage of abandoned chats.
AASA
Assignment Average Speed to Answer for answered chats. Calculates time from when the agent received an assignment to the time the assignment was answered. AASA includes chats that either Automatic Distribution assigned to the agent or when the chat was transferred from another agent. AASA excludes assignments that the agent manually took from queue. See How to manually start chatting with the next customer in queue in the Agent Workspace.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
AMC
Average message count for answered chats.
ART
Average time for agent to respond to a customer's message.

Productivity report

Get an overview of how busy your chat agents are. Provides an agent by agent overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the agent was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the agent's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.

Report availability: Enterprise, Premier

Reported data:

Operator
Name of the agent.
Available
Total time logged in as Available.
Away
Total time logged in as Away.
Available (Chat Time)
Total time in at least one chat while logged in as Available.
Away (Chat Time)
Total time in at least one chat while logged in as Away.
Available (Idle Time)
Total time not in chat while logged in as Available.
Away (Idle Time)
Total time not in chat while logged in as Away.
Available (Utilization)
Percentage of time in chat while logged in as Available.
Away (Utilization)
Percentage of time in chat while logged in as Away.
Working
Percentage of time either logged in as Available or logged in as Away but being in chat.
Multi-Chat
Time with more than one simultaneous chat while available.
ART
Average time for agent to respond to a customer's message.
Chats/hr
Average number of chats answered per hour.
Max Simult
Greatest number of concurrent chats for the given period.
Avg Simult
Greatest number of concurrent chats for the given period.

Custom Survey report

Provides an agent by agent view of performance on the default post-chat and custom pre/post-chat survey fields. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included.

Custom Wrap-Up report

Report availability: Web only

Provides an overview of data collected on custom wrap-up forms. Results are grouped by agents.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away.

Reported data:

Operator
Name of the agent.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took: log in as Available or Away, log out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to run Digital DX Agent reports

Use Digital DX reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Note: For detailed information on reports, see the complete list of Digital DX reports in the navigation tree on the left.
  1. Click New Report in the top-right corner.
  2. Select a report from the list on the left.
  3. Select the date range of your report on the right.
  4. From the drop-down list next to the date picker, select how you want to group your report.
  5. Click Run Report.

What can you do after running reports?

View description of report columns

Once your report runs, you can see the category or column definitions at the bottom of the page under Result category definitions.

Export reports

You can export reports to .CSV, .XLS, or .PDF by clicking the gear icon in upper-right corner.

Create report templates

You can create report templates for later use. See How to create report templates.

Re-run reports

To change the filters and groupings of the report, click Re-Run. After updating your report settings, click Run Report.

View a quick snapshot
Click the Snapshot tab at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of Digital DX activity for folders the active user has permission to access.
View recent reports
The Reports tab at the top of the page displays a list of recently generated reports.
Schedule reports
Use the Schedule tab at the top of the page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses. See How to schedule reports.

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandon - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Messaging Apps Login reports

See the amount of time that your agents spent on handling messages over messaging apps.

Fastpath: report.boldchat.com > New Report > Login

Messaging Apps Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Messaging Apps. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator
Name of the agent.
Messaging Apps Available - Total
The total time the agent spent in available status.
Messaging Apps Available - .NET
The total time the agent spent in available status in the Digital DX Desktop Client.
Messaging Apps Available - Web
The total time the agent spent in available status in Agent Workspace.
Messaging Apps Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Messaging Apps Away - Total
The total time the agent spent in Away status.
Messaging Apps Away - .NET
The total time the agent spent in Away status in the Digital DX Desktop Client.
Messaging Apps Away - Web
The total time the agent spent in Away status in Agent Workspace.
Messaging Apps Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Messaging Apps Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Messaging Apps. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to set up Conversion Tracking

Use Digital DX to track conversion events so you can relate specific chats to actual sales or other milestones such as new account created or page viewed, thus allowing you to track individual success as a basis for paying commissions.

Many Digital DX users see conversion tracking as a way to measure chat's impact in relation to a specific call to action. For example, to measure the impact Chat has on sales or to measure registration or form completion.

Conversion tracking at-a-glance

  • Conversion tracking relies on Conversion Tracking HTML that has been associated with an identifier called a Conversion Code and inserted to a site that has been set up to pass values for fields known as Custom Conversion Information.
  • Conversion tracking leverages Digital DX's visitor monitoring functionality to help associate visits with conversion events.
    • When a conversion event is triggered (for example, a visitor makes a purchase) Digital DX looks back at the visitor's history and identifies the operator who worked with them most recently. This is how credit for a conversion event is given to an operator.
    • Digital DX can also identify the site from which a visitor was referred (for example, a partner site that links to your page). This is how credit for a conversion event is given to a referring site.
  • To play a sound or otherwise keep your team informed about conversion events, you can set up Alerts that can be triggered by conversion events (for example, play a cash register sound when a sale is made). Alerts are a nice touch to help motivate your operators ("make a sale, hear a sound, celebrate").

Why do I get a 'Client update is mandatory' message?

You see a "Client update is mandatory" error message when you use an outdated version of the Digital DX Desktop Client. You have the following options to sign in to Digital DX:

Update your client - recommended

Important: You must have Administrator privileges to update this application.
  1. Make sure you have closed your Desktop Client:

    In the Desktop Client, go to the BoldChat > Exit menu.

  2. Download the latest client installer.
  3. Double-click the downloaded client installer to run it.
  4. On the Welcome page, click Next.
  5. Accept the terms and conditions and click Next.
  6. Click Install.
  7. Click Finish and run the Desktop Client.

Alternative sign-in solution

If you have a BoldChat Operator client version 7.4 or later installed, you can start the client in SSO Mode.
Note: To check the current version of your Operator client, go to the Help > About menu.
  1. Open the Windows Start menu and type SSO Mode, then press Enter.

    If you cannot find SSO Mode, go to the folder in your computer where the Operator client is installed, and type operatorclient.exe /ssosetup.

    The Operator client is installed in the c:\Program Files (x86)\BoldChat folder by default.

  2. In the Account ID field, type your account ID.

    If you want to sign in without using SSO mode, type your region ID, which is as follows:

    • 1 for US customers
    • 2 for EU customers

  3. Make sure that SSO Login Mode is enabled.
  4. Click OK.
  5. Sign in to the Desktop Client with your credentials.

Where do I find a complete list of Digital DX reports

Use Digital DX's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Digital DX's reports are available at the reports site. Every time you run a report, the new report is displayed in the same window. Using Digital DX reports does not require any special license.

Chat Reports:

Report Documentation Description
Chat Summary here

The report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition: clicks made when your agents were unavailable, clicks by blocked customers, the number of chats that ended before the agent could answer it (abandoned), chats that went unanswered, and answered chats. The report also includes useful operational data like average message count and average length of chats. You can group and filter the report several ways in order to see the data from different perspectives.

Chat Conversion Summary here

The report includes a breakdown of all conversion by the various groupings available for chats on the same visit, auto-invite chats and/or conversions done without interaction from an operator. For a given date, operator, or other grouping the report breaks down the conversions for your analysis.

ACD Summary here

You’ll see the total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the chatter’s wait time exceeded your threshold (reassigned.) The report also includes useful operational data like average message count, the average length of chats, and the maximum number of customers waiting in queue. The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Missed Opportunities Summary here

The Missed Opportunities Summary report shows, for example, the number of customers who were not invited to chat because of unavailability and the number of chat button clicks occurring outside of established chat hours. The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Canned Message Summary here

The Canned Message Summary provides - either across your entire account or on an operator by operator level - the most frequently used canned messages. Canned Message grooming is a live chat best practice and this report - especially when filtered by department or key date ranges - is an excellent starting place.

Salesforce Summary here

The Salesforce Summary shows how many Salesforce Contacts and/or Leads were pushed (manually or automatically) into Salesforce from a total number of answered chats. The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Chat Assignment Report here

The Chat Assignment Report shows data for chats that were assigned by the ACD, re-assigned by the ACD, and/or transferred by another operator.

ActiveAssist Chat Summary here

The ActiveAssist Summary will show the number of chats that also included a co-browsing and/or remote control session. For a given date, operator, or other grouping, you’ll see the number of chats with sessions, the number of successfully connected sessions, and key data about the sessions and chats themselves.

Button Availability Report here

For example: When were your chat buttons available? Did they reach queue limits? When? For how long? Were there times when no operators were available? For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change.

Chat Keyword Summary here

For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.

Service-Level Answered here The Chat Answered Service Level Analysis report shows, for a total number of answered chats, the number and percent that were answered within certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Unanswered here The Chat Unanswered Service Level Analysis report shows, for a total number of unanswered chats, the number and percent that were unanswered for certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Chat Duration here The Chat Duration Service Level Analysis report shows, for a total number of answered chats, the number and percent that lasted for certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Average Time in Queue here Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or operator. Each column is an amount of time. For a given date, period, or operator, each cell is the number of chats that waited the given amount of time before assignment.
Operator Survey Report here

The Operator Survey report provides an operator by operator view of performance on the after-chat survey. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. The report can be filtered allowing different views of data.

Operator Survey NPS Report here

The NPS Operator Survey report provides an operator by operator view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. The report can be filtered allowing different views of data.

Operator Activity Report here

The Operator Activity report provides, for a number of answered chats, the number and percent that were missed. A missed chat occurs either because the operator didn't answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the assignment's average speed of answer, average length of answered chats, the average message count, and the average amount of time it took the operator to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Operator Productivity Report here

The Operator Productivity report provides an operator by operator overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the agent was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the agent's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.

Operator Custom Survey Report here

The Operator Custom Survey report provides an operator by operator view of performance on the default post-chat and custom pre/post-chat survey fields of the after-chat survey. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included. The report can be filtered allowing different views of data.

Operator Custom Wrap-Up Report here

This report returns the data submitted by operators on the Custom Wrap-Up form. Data is shown per operator and can be filtered.

Auto Answers Chat Summary here

This report provides details about how many customers interacted with auto answers, read content, rated content and went to chat. Use the "Auto Answers Attempt" filter to break down this data for a particular attempt.

Auto Answers Canned Message Summary here

This report provides details about canned messages used by the Auto Answers feature. See which canned messages were presented to the customer, which ones were rated, and how well they were rated.

Auto Answers Customer Question Detail here

Review what types of questions website customers are entering into the Auto Answers feature. Analyze this information to update canned message content appropriately in order to maximize the effectiveness of Auto Answers.

Email Reports:

Report Documentation Description
Assignment Summary here

Analyze data such as email assignments accepted during the time period (per operator), average time to accept email assignments, average speed to answer email assignments, and more.

Assignment Status Summary here

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Thread Status Summary here

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Assignment Activity Summary here

This report returns activity for individual emails exchanged within a thread based on the operator assigned to the individual emails. Date reported includes average time to close, average speed to answer, average time to respond, number closed but answered, number closed but unanswered, and more.

Thread Activity Summary here

This report returns activity for individual emails exchanged within a thread based on the operator assigned to the thread. Date reported includes average time to close, average speed to answer, number closed but answered, number closed but unanswered, and more.

Email Thread Answer Performance Summary here This report returns the time it takes for email threads to be answered, based on the selected grouping. The report selects the email threads that were answered inside the date range you select. Time-to-answer is the interval between the first email's arrival to the Bold server and the initial response to that email by an operator.
Email Thread Close Time Performance Summary here This report returns the time it takes for email threads to be closed, based on the selected grouping. The report selects all the answered email threads that were closed inside the date range you select. Time-to-close is the interval between the time the thread was first answered to when it was closed.
Email Assignment Answer Performance Summary here

This report returns the time it takes for email assignments to be answered, based on the selected grouping. The report selects all the email assignments that were answered inside the date range you select. Time-to-answer is the interval between assignment to an operator and the operator's response.

Email Assignment Close Time Performance Summary here

This report returns the time it takes for email assignments to be closed, based on the selected grouping. The report selects all the answered email assignments that were closed inside the date range you select. Time-to-close is the interval between the time the email was first assigned to when it was reassigned or closed.

Email Time To Respond Performance Summary here This report returns the time it takes for an email to be responded to, based on the selected grouping.
Email Productivity - Accepted here

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an operator accepts or responds to an assigned email thread.

Email Productivity - Answered here

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an operator is the first to respond to an email thread.

Email Productivity - Assigned here

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Email Productivity - Closed (Answered) here

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an operator closes an email thread with at least one response email.

Email Productivity - Closed (Unanswered) here

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an operator closes an email thread with no response email.

Email Productivity - Received here

See the number of individual emails received by the given grouping for a specified date range.

Email Productivity - Sent here

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Email Productivity Summary here

See the average of several key email metrics for a specified date range.

Email Productivity - Time To Respond here

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Login Reports:

Report Documentation Description
Multi-Service Productivity here

The Multi-Service Productivity report provides an operator by operator overview of their time while assigned different service items. For a given date range, the report shows how many hours and minutes the agent was available, how much time they were assigned work items, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent assignments, the number of assignments they took per hour, and the maximum and average number of assignments. All this is broken out as well for each department assigned items for an operator. This is then rolled up into aggregate utilizations for each department an operator is a member of, as well as across all departments on the account.

Peak Concurrent Login Summary here

In a given time range, grouped by day, the Peak Concurrent Login report returns the number of logged in operators and time of day when the highest number of operators were logged in at once.

Chat Login Summary here

The Chat Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Chat Login Details here

The Chat Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Email Login Summary here

The Email Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Email Login Details here

The Email Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Ticket Login Summary here

The Ticket Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Ticket Login Details here

The Ticket Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Twitter Login Summary here

The Twitter Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Twitter Login Details here

The Twitter Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

SMS Login Summary here

The SMS Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

SMS Login Details here

The SMS Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

FB Messenger Login Summary here

The Facebook Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

FB Messenger Login Details here

The Facebook Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Messaging Apps Login Summary here

The Messaging Apps Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Messaging Apps Login Details here

The Messaging Apps Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

SMS Reports:

Report Documentation Description
SMS Status Summary here

This report provides the status of new SMS conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

SMS Assignment Status Summary here

This report provides the status of new SMS assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

SMS Activity Summary here This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.
SMS Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

SMS Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer SMS conversations and the performance within user defined time intervals.

SMS Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer SMS assignments and the performance within user defined time intervals.

SMS End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS conversations and the performance within user defined time intervals.

SMS Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS assignments and the performance within user defined time intervals.

Facebook Messenger Reports:

Report Documentation Description
FB Messenger Status Summary here

This report provides the status of new FB Messenger conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

FB Messenger Assignment Status Summary here

This report provides the status of new FB Messenger assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

FB Messenger Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

FB Messenger Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

FB Messenger Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer FB Messenger conversations and the performance within user defined time intervals.

FB Messenger Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer FB Messenger assignments and the performance within user defined time intervals.

FB Messenger End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close FB Messenger conversations and the performance within user defined time intervals.

FB Messenger Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to end FB Messenger assignments and the performance within user defined time intervals.

Messaging Apps Reports:

Report Documentation Description
Messaging Apps Status Summary here

This report provides the status of new Messaging Apps conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

Messaging Apps Assignment Status Summary here

This report provides the status of new Messaging Apps assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

Messaging Apps Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Messaging Apps Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Messaging Apps Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer Messaging Apps conversations and the performance within user defined time intervals.

Messaging Apps Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer Messaging Apps assignments and the performance within user defined time intervals.

Messaging Apps End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS conversations and the performance within user defined time intervals.

Messaging Apps Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close Messaging Apps assignments and the performance within user defined time intervals.

Visit Reports:

Report Documentation Description
Visit Summary here

The report shows the total number of customers, the number of new and repeat customers, the average time customers spent on site, the total and average number of customer page views, and the average time per page. The report also includes information about the performance of proactive invites including the total number of invitations sent, number declined and ignore, and the average acceptance rate including a 95% confidence interval. The report can be grouped and filtered in numerous ways to provide different perspectives on the data. A very useful grouping is by "custom invite" which will allow an analysis (again within a 95% confidence interval) on the best performing proactive invitations.

Invite Summary here

The Invite Summary report, grouped only by proactive invitation rule, shows the number of times the invitation was offered, accepted, declined and ignored. Percentages are included as well.

Visit Chat Interactions here

The Visit Chat Interactions report shows the visit data associated with visits which also had a chat interaction. The report provides the total number of chats (grouped in one of a variety of ways) and then the number of those chats associated with either a new or return visit. Also included are the average time the chat customers spent on site, the average and total number of page views they had, the number of the chats occurring from invitations, and the average chat message count and duration.

Visit Keyword Summary here

For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.

Experiment Reports:

Report Documentation Description
Experiment Summary here

For chat buttons, see the number of customers to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of customers invited and the number who accepted (clicked to chat). You can also compare conversion data for the items in your experiment in comparison to the control.

Experiment Detail here

For chat buttons, see the number of customers to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of customers invited per test invitation and the number who accepted, declined, or ignored. You can also compare advanced conversion data for the items in your experiment.

Twitter Reports:

Report Documentation Description
Twitter Status Summary here

This report provides the status of new twitter threads created in the date range specified. It includes details about the number of unanswered and answered tweets for open as well as ended threads.

Twitter Activity Summary here

This report contains details such as the number of tweets sent and received, average time to respond, number of answered tweet threads, ended answered and ended unanswered tweet threads along with average speed to answer and average time to end for answered tweet threads.

Twitter Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer tweets and the performance within user defined time intervals.

Twitter End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close tweet threads and the performance within user defined time intervals.

Ticket Report:

Report Documentation Description
Ticket Summary  

Includes details about the number of new and closed tickets along with the average time for which tickets were open (from created to closed).

Contact Report:

Report Documentation Description
Contact Summary here

The data can be grouped in a number of different ways including date, day of the week, hour, operator, country etc.

Basic Reports:

Report Documentation Description
Basic Summary here

For a given date range this report contains graphs for total chats, a summary containing the number of new customers vs return customers, number of invited vs customer initiated chats, most clicked chat button location, customer chat acceptance rate, location where invitations had the highest acceptance rate, chat engagement rate and a number of other useful metrics. Based on the data included in the report, automated logic suggests one or more tips so that you can improve the quantity and quality of chat interactions.

One of the easiest ways to help manage the deployment is to leverage scheduled reports. Reports can be scheduled one time and then emailed out automatically on a set frequency, even to individuals who are not set up with Digital DX.

When a customer wants to chat with a live agent, their interaction goes through a complex lifecycle. Here's the oversimplified version of this complexity.

1. Created > 2. Started > 3. Answered > 4. Ended > 5. Closed

Let's look at what happens in a simple scenario:

  1. The customer clicks a chat button on a website This is when a chat is in Created status.
  2. The customer fills in the pre-chat form and clicks "Start". This is when chat status changes to Started.
  3. Depending on whether you have Automatic Distribution enabled, the chat is assigned to an agent either automatically or manually. This is when chat status changes to Assigned.
  4. The agent answers the chat, and chat status changes to Answered.
  5. The customer or the agent ends the chat, and chat status changes to Ended.
  6. The agent fills in the wrap-up form and chat status changes to Closed.
  7. If there is no wrap-up form, the chat closes after the Auto-close interval set on the Agent Wrap-up page of the chat window setup.

What if you have a chatbot?

A chatbot does not significantly influence a chat's lifecycle.

  1. A chat begins with the customer clicking a chat button on a website. This is when the chat is in Created status.
  2. Chat status changes to Started after the first interaction with the chat window (customer starts typing), or if there is an auto-question when the widget opens.
    Important: Since the bot does not count as an agent who answers the customer, chat status never changes to Answered while chatting with the bot. Therefore, Answered time in the Agent Workspace will always display N/A.
  3. The customer at some point may decide to escalate the chat to a live agent. At this point, the customer may have to fill in a pre-chat form and the chat's Started time is updated. In other words, the chat is started again; this time with a live agent.
  4. From here on, the chat's lifecycle is the same: the chat is first Answered, then Ended, and finally Closed.

SMS Category, Status and Custom Field setup

To help you organize SMS communications, you can customize Categories, Custom Fields, and Statuses.

Note: An Enterprise subscription is required.

Setting up SMS Category values

Create values that are presented to operators as options under Category on an SMS form.

Fastpath: To create SMS Category values, go to Setup > Account Setup > Messaging > SMS Categories.

Setting up SMS Status values

Create values that are presented to operators as options under Status on an SMS form.

Fastpath: To create SMS Custom Status values, go to Setup > Account Setup > Messaging > SMS Statuses.

Setting up SMS Custom Field values

Create values that are presented to operators as options under Custom 1 or Custom 2 on an SMS form.

Fastpath: To create SMS Custom Field values, go to Setup > Account Setup > Messaging > SMS Custom Fields 1 or 2.

How to create canned messages for operators

Canned messages are predefined strings of text that the operator can insert into a conversation. With canned messages, the operator can reuse commonly used responses without having to type them.

  1. Choose the technology for which you want to create or edit a canned message:
    • Chat: Setup > Account Setup > Chats > Chat Canned Messages
    • Email: Setup > Account Setup > Emails > Email Canned Messages (Premier or Enterprise subscription required)
    • SMS: Setup > Account Setup > SMS > SMS Canned Messages (Premier or Enterprise subscription required)
    • Twitter: Setup > Account Setup > Twitter > Twitter Canned Messages (Premier or Enterprise subscription required)
  2. Create, edit, or copy a canned message:
    1. Go to the top of the Account Setup ? Canned Message Folder window and click New, Copy, or Edit.
  3. Name and identify the message so operators can find it with ease:
    1. Fill in the Name field. This value is only used internally to identify and reference the canned message, and it is never exposed to visitors
    2. Option. Fill in the Subject field. This is only shown to visitors under certain circumstances, such as Auto Answers' labels.
    3. Option. Associate Keywords with the canned message. BoldChat indexes and searches these words and phrases to help identify canned messages that may be relevant to a chat session.
  4. Option. Set an Access Key, which is a keyboard shortcut that inserts the canned message into an active chat.

    Conflicts can occur when a particular key combination is registered to other applications on your local machine. Operators should check key availability by clicking Check.

  5. Set the message's Language.

    This value acts as a filter to ensure that operators see only messages matching the visitor's language. When no value is specified, no filter is applied and the message is displayed to all operators as <Not specified>.

    Result: For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus those messages with no language value.

    Tip: Subject , Keywords , and the message body should all be written in the same language.
    Note: If you are using the Auto Answers feature, the Language setting also determines which messages appear to visitors in Auto Answers.
  6. Type and format the message.
    • Messages are stored in HTML format and can be edited as HTML source as well.
    • Mark certain phrases or words as not translatable to prevent them from being translated when auto-translation is enabled.
    • You can also insert variables in the ${variable_name} format. For example, use the variable ${login.ChatName} to insert the operator's chat name into the canned message. Available variables:
      • ${chat.ChatUrl} - The URL of the chat from where the visitor started the chat session
      • ${chat.ChatName} - The name of the visitor as provided on the pre-chat form. If the First name field is available on the pre-chat form then this variable displays only the first name of the visitor.
      • ${chat.IsStarted} - Displays whether the chat was started
      • ${chat.Started} - Displays the date and time when the chat started
      • ${chat.IsAnswered} - Displays whether the chat was answered
      • ${chat.Answered} - Displays the date and time when the chat was first answered
      • ${chat.IsEnded} - Displays whether the chat is started
      • ${chat.Ended} - Displays the date and time when the chat ended
      • ${chat.CountryCode} - The two-digit code of the country where the visitor started the conversation
      • ${chat.RegionCode} - The region or ZIP code of the country where the visitor started the conversation
      • ${chat.City} - The city where the visitor started the conversation
      • ${chat.VisitEmailAddress} - Email address of the visitor as provided on the pre-chat form
      • ${chat.VisitPhone} Phone number of the visitor as provided on the pre-chat form
      • ${login.UserName} - The User Name of the agent as set on the Organization > Agents > Agent Information tab
      • ${login.Name} - The Agent Name of the agent as set on the Organization > Agents > Agent Information tab
      • ${login.EmailName} - The Email Name of the agent as set on the Organization > Agents > Email Settings tab
      • ${login.BestChatName} - The Chat Name of the agent. If this is unavailable, then the Agent Name of the agent.

    Result: The list of canned messages for an operator is filtered down to those canned messages that match the visitor's language. For example, when an Italian speaking visitor starts a chat, the operator sees Italian canned messages plus any canned message where the language is unknown <Not Specified>.

  7. Save your changes.

    Result: The canned message is made available to be used in response to incoming communications for the chosen technology (Chat, Email, SMS, or Twitter).

To arrange canned messages in folders, right click the root folder and click New Folder. Once you have folders, you can drag and drop messages between folders.

How to run reports in the desktop Operator Client

This topic describes options available on the BoldChat Operator Client Reports tab.

New
Select New to create your own customized report.
Template
Templates allow you to set up custom report template to avoid the need to select criteria each time you generate the report.
Relate To
Use the Relate To button to create or associate a ticket for actionable follow ups based upon information related to the specific report.
Schedule
Use the Schedule button to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses.
Recent reports
Use Recent Reports (top right corner of the Reports window) to display a list recently generated reports, with additional filters as required.
Report tab
The Report tab displays the generated report.
Discussion tab
The Discussion tab is used to facilitate discussions among staff based on the selected report.
Details tab
The Details tab a displays additional detail on the selected report.
Ticket tab
Shows any tickets that may be associated with the selected report.
Reporting Interface
Figure 1. Desktop Operator Client Reporting interface

BoldChat Reports

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the desktop Operator Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The desktop Operator Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

How to work with reports on the web

This topic describes options available on the BoldChat Web Reports page at https://report.boldchat.com.

Snapshot
Click Snapshot at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of BoldChat activity for folders the active user has permission to access.
Reports
The Reports tab displays a list of recently generated reports.
Scheduled
Use the Schedule page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses.

BoldChat Reporting and Monitoring

Use BoldChat's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the rapid transformation of data into actionable information. For quick insight into your organization's status, try BoldChat's Dashboard features.

You can create reports from two locations:

Similarly, dashboard features are also available both online and in the desktop Operator Client:

How to set an operator image for chat and invites

Set a photo or other image to be placed in invitations and chat messages.

  1. From the main menu of the operator client, go to Setup > Account Setup.

    Result: The Account Setup window is displayed.

  2. On the left menu of the Account Setup window, click General > Operators > Edit.

    Result: The New/Edit Operator window is displayed.

  3. Select an operator.
  4. On the Other Settings tab under Invite Image, enter the URL of the image you want to show in invitations.
    Remember: Images are not uploaded to BoldChat.
  5. On the Other Settings tab under Chat Image, enter the URL of the image you want to show in the chat window.

    For secured sites, the URL must contain https.

  6. Save your changes.

How to integrate Google Analytics with BoldChat

Integrate Google Analytics with Layered Chat Windows, track visitor interactions as Analytics events and gain accurate insight into visitor behavior.

As dynamic elements on a website, Layered Chat Windows require a mechanism to cache tracking information and provide accurate results. This step-by-step guide describes a Local Storage implementation that allows data to persist when a chat session is interrupted.

Note: Interruptions usually happen in the following circumstances:
  • Visitor navigates to a new page under the same domain.
  • Connection dropout occurs.
  • Visitor browses multiple pages on the website simultaneously.
  • Visitor closes and re-opens or reloads a page.

The Local Storage technology is compatible with the following browsers:

See the WebStorage article on Wikipedia for details.

Note: For information about Google Analytics and data residency, see Data Residency Options.

Prerequisites

All pages on your site must either include or reference the following code snippets:

Tip: Streamline code snippet delivery via Google Tag Manager.

Code locations in BoldChat for Task One, Task Two and Task Three.

Task One: Configure the Chat Frame Javascript Include

Add a Chat Frame Javascript Include to the Chat Window Definition deployed to your site. This code intercepts chat events and passes them to the chat window via the postMessage method.

Note: This is the method how Layered Chat internal events are already communicated between the Chat Frame (hosted on livechat[-eu].boldchat.com) and the Chat Window (the container, hosted on the same website that the visitor is browsing). Using this method we are basically extending the existing Chat communications methods by adding a new key ( gacomm) for these custom messages.
try {
  function sendtxt(txt) {
    var message = JSON.stringify({
      gacomm: txt
    });
    parent.parent.postMessage(message, "*");
  }
  sendtxt(bcConfig.chatOptions.page);
  window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
  if (bcConfig.chatOptions.page == "chat") {
    var _tEvents = {
        "new-message": "bc_newHistoryMessageCallback"
      },
      _tFunction = function(i, type, fName) {
        if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
          sendtxt("answered");
        }
      }
  }
  for (var i in _tEvents) {
    window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
  }
} catch (err) {
  window.console && console.error(err);
}
Tip: Looking for a quick solution? Download the full code attached to this article (chatframejs.txt).

Task Two: Configure the Chat Window Javascript Include

Add a Chat Window Javascript Include to the Chat Window Definition deployed to your site.

Note: It is recommended to encapsulate the code snippets in this section in a try/catch phrase to detect potential issues later on.
  1. Open a try/catch and import inline the LS CACHE minified script.
    Note: The Chat Window Javascript Include code depends on the LS CACHE library to manage the expiration time of Local Storage entities. We strongly recommend that you include the following minified code on your website, instead of referencing the library:
    try {
    
    /**
    * lscache library
    * Copyright (c) 2011, Pamela Fox
    *
    * Licensed under the Apache License, Version 2.0 (the "License");
    * you may not use this file except in compliance with the License.
    * You may obtain a copy of the License at
    *
    * http://www.apache.org/licenses/LICENSE-2.0
    *
    * Unless required by applicable law or agreed to in writing, software
    * distributed under the License is distributed on an "AS IS" BASIS,
    * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
    * See the License for the specific language governing permissions and
    * limitations under the License.
    **/
    
    !function(a,b){"function"==typeof define&&define.amd?define([],b):"undefined"!=typeof module&&module.exports?module.exports=b():a.lscache=b()}(this,function(){function a(){var a="__lscachetest__",c=a;if(void 0!==m)return m;try{g(a,c),h(a),m=!0}catch(d){m=b(d)?!0:!1}return m}function b(a){return a&&"QUOTA_EXCEEDED_ERR"===a.name||"NS_ERROR_DOM_QUOTA_REACHED"===a.name||"QuotaExceededError"===a.name?!0:!1}function c(){return void 0===n&&(n=null!=window.JSON),n}function d(a){return a+p}function e(){return Math.floor((new Date).getTime()/r)}function f(a){return localStorage.getItem(o+t+a)}function g(a,b){localStorage.removeItem(o+t+a),localStorage.setItem(o+t+a,b)}function h(a){localStorage.removeItem(o+t+a)}function i(a){for(var b=new RegExp("^"+o+t+"(.*)"),c=localStorage.length-1;c>=0;--c){var e=localStorage.key(c);e=e&&e.match(b),e=e&&e[1],e&&e.indexOf(p)<0&&a(e,d(e))}}function j(a){var b=d(a);h(a),h(b)}function k(a){var b=d(a),c=f(b);if(c){var g=parseInt(c,q);if(e()>=g)return h(a),h(b),!0}}function l(a,b){u&&"console"in window&&"function"==typeof window.console.warn&&(window.console.warn("lscache - "+a),b&&window.console.warn("lscache - The error was: "+b.message))}var m,n,o="lscache-",p="-cacheexpiration",q=10,r=6e4,s=Math.floor(864e13/r),t="",u=!1,v={set:function(k,m,n){if(a()){if("string"!=typeof m){if(!c())return;try{m=JSON.stringify(m)}catch(o){return}}try{g(k,m)}catch(o){if(!b(o))return void l("Could not add item with key '"+k+"'",o);var p,r=[];i(function(a,b){var c=f(b);c=c?parseInt(c,q):s,r.push({key:a,size:(f(a)||"").length,expiration:c})}),r.sort(function(a,b){return b.expiration-a.expiration});for(var t=(m||"").length;r.length&&t>0;)p=r.pop(),l("Cache is full, removing item with key '"+k+"'"),j(p.key),t-=p.size;try{g(k,m)}catch(o){return void l("Could not add item with key '"+k+"', perhaps it's too big?",o)}}n?g(d(k),(e()+n).toString(q)):h(d(k))}},get:function(b){if(!a())return null;if(k(b))return null;var d=f(b);if(!d||!c())return d;try{return JSON.parse(d)}catch(e){return d}},remove:function(b){a()&&j(b)},supported:function(){return a()},flush:function(){a()&&i(function(a){j(a)})},flushExpired:function(){a()&&i(function(a){k(a)})},setBucket:function(a){t=a},resetBucket:function(){t=""},enableWarnings:function(a){u=a}};return v});
    Tip: Looking for a quick solution? Download the full code attached to this article (chatwindowjs.txt).
  2. Define the events to be reported in Google Analytics.
    var ga_events = {
      	"prechat": 'PreChat Form Displayed',
      	"chat": "Chat Opened",
      	"answered": "Chat Answered",
      	"postchat": "Survey Displayed",
      	"email": "Email Form (Unavailable)",
      	"no-operators": "Unavailable Chat",
      	"chat-sent": "Survey Completed or Transcript",
      	"message-sent": "Unavailable Email Sent",
      	"final": "Chat Ended without Survey or Transcript"
    	}
  3. Validate messages for security reasons.

    The following code achieves the following:

    • Ensures messages come from the livechat[-eu].boldchat.com server
    • Parses messages
    • Checks localStorage for existing events to be de-duplicated and discarded, if necessary
    • Sends relevant events to Google Analytics

    Note how individual events are stored in the browser localStorage with a CID, a unique identifier for Chat windows that survives page re-loads, browser closing/reopening as well as navigation on different tabs under the same domain.

    The code also ensures that the user is able to start multiple simultaneous chats on different domains while events are accounted for separately and accurately.

    function listener(event) {
      if (event.origin !== "https://" + bcConfig.host) return;
      var pmessage = JSON.parse(event.data);
      if (pmessage.hasOwnProperty('gacomm')) {
        window.console && console.log("Received: " + event.data);
        var received = pmessage.gacomm + "---" + bcConfig.cid;
        var found = false;
        lscache.flushExpired();
        CIDs = lscache.get('CIDs');
        if (CIDs !== null) {
          var arrayLength = CIDs.length;
          for (var i = 0; i < arrayLength; i++) {
            if (CIDs[i] == received) {
              found = true;
              break;
            };
          };
        } else {
          CIDs = [];
        }
        if (!found) {
          CIDs.push(received);
          lscache.set('CIDs', CIDs, 60);
          window.console && console.log("Sending new event to GA: " + received);
          try {
            ga('send', 'event', {
              eventCategory: 'Live Chat',
              eventAction: ga_events[pmessage.gacomm],
              eventLabel: 'Chat Window'
            });
          } catch (err) {
            window.console && console.error("Google Analytics UA code not found on page");
          }
        }
      }
    }
    if (window.addEventListener) {
      addEventListener("message", listener, false)
    } else {
      attachEvent("onmessage", listener)
    }
  4. Close the try/catch:
    } catch (err) {
      window.console && console.error(err);
    }

Task Three: Video Chat Events (Optional)

Track video chat events by updating your Chat Frame and Chat Window Javascript Includes.

Note: The video chat feature works over the HTTPS exclusively. If your site does not support secure connections, BoldChat opens the chat in a popup window and switches to HTTPS. In this case, you must include the Google Analytics snippet at the top of the Chat Window Javascript Include code to be able to send tracking data to Google Analytics.

Tracking messages contain specific video chat events that are assigned to individual Event Categories. This data is appended to _tEvents objects.

  1. Use the following Chat Frame Javascript Include code on your site:
    /* Chat Frame Javascript Include */
    
    try {
      var VIDEOCHAT_CATEGORY = 'Video Chat';
    
      var trackEventByVideoSessionStatus = {
        3: { event: "videochat-started", initiatedBy: "By Visitor"},
        4: { event: "videochat-started", initiatedBy: "By Operator"},
        7: { event: "videochat-ended", initiatedBy: "By Operator"},
        8: { event: "videochat-ended",  initiatedBy: "By Visitor"}
      };
    
      function sendtxt(txt, category, parameter) {
        var message = JSON.stringify({
          gacomm: txt,
          eventCategory: category || 'Live Chat',
          eventParameter: parameter || 'Chat Window'
        });
    
        parent.parent.postMessage(message, "*");
      }
    
      sendtxt(bcConfig.chatOptions.page);
      window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
      if (bcConfig.chatOptions.page == "chat") {
        var _tEvents = {
            "new-message": "bc_newHistoryMessageCallback",
            "video-support": "bc_chatWindowLoadedEventCallback",
            "video-statechange": "bc_videochatStatusChangedCallback"
          },
          _tFunction = function(i, type, fName, value) {
            if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
              sendtxt("answered");
            }
    
            if ((i == "video-support")) {
                if (bcConfig.videoSupport) {
                    sendtxt("videochat-available", VIDEOCHAT_CATEGORY);
                }
                else {
                    sendtxt("videochat-unavailable", VIDEOCHAT_CATEGORY);
                }
            }
    
            if ((i == "video-statechange")) {
                var trackEvent = trackEventByVideoSessionStatus[value];
                if (trackEvent) {
                  sendtxt(trackEvent.event, VIDEOCHAT_CATEGORY, trackEvent.initiatedBy);
                }
    
                if (bcConfig.videoSupport.isAudioOnly && trackEvent && trackEvent.event === "videochat-started") {
                  sendtxt("videochat-audio-only", VIDEOCHAT_CATEGORY);
                }
              }
          }
      }
      for (var i in _tEvents) {
        window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
      }
    } catch (err) {
      window.console && console.error(err);
    }
    Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.
  2. In Google Analytics, ga_events objects must contain the new event definitions in the Chat Window Javascript Include.
    var ga_events = {
      "prechat": 'PreChat Form Displayed',
      "chat": "Chat Opened",
      "answered": "Chat Answered",
      "postchat": "Survey Displayed",
      "email": "Email Form (Unavailable)",
      "no-operators": "Unavailable Chat",
      "chat-sent": "Survey Completed or Transcript",
      "message-sent": "Unavailable Email Sent",
      "final": "Chat Ended without Survey or Transcript",
      "videochat-available": "Video Chat Available",
      "videochat-unavailable": "Video Chat Unavailable",
      "videochat-started": "Video Chat Started",
      "videochat-ended": "Video Chat Ended",
      "videochat-audio-only": "Chat is Audio Only"
    }
    Update the ga message to send new tracking parameters.
    function listener(event) {
      if (event.origin !== "https://livechat.boldchat.com") return;
      var pmessage = JSON.parse(event.data);
      if (pmessage.hasOwnProperty('gacomm') 
          && pmessage.hasOwnProperty('eventCategory') 
          && pmessage.hasOwnProperty('eventParameter')) {
        window.console && console.log("Received: " + event.data);
        var received = pmessage.gacomm + "-" + bcConfig.cid;
        var found = false;
        lscache.flushExpired();
        CIDs = lscache.get('CIDs');
        if (CIDs !== null) {
          var arrayLength = CIDs.length;
          for (var i = 0; i < arrayLength; i++) {
            if (CIDs[i] == received) {
              found = true;
              break;
            };
          };
        } else {
          CIDs = [];
        }
        if (!found) {
          CIDs.push(received);
          lscache.set('CIDs', CIDs, 60);
          window.console && console.log("Sending new event to GA: " + received);
          try {
            ga('send', 'event', {
              eventCategory: pmessage.eventCategory,
              eventAction: ga_events[pmessage.gacomm],
              eventLabel: pmessage.eventParameter
            });
          } catch (err) {
            window.console && console.error("Google Analytics UA code not found on page");
          }
        }
      }
    }
    if (window.addEventListener) {
      addEventListener("message", listener, false)
    } else {
      attachEvent("onmessage", listener)
    }
    } catch (err) {
      window.console && console.error(err);
    }
    Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.

Reporting

Events are reported with a few seconds' delay under the Real-Time Events section and they are processed and made available within 24 hours under the Behavior section as well as Dimensions in Custom Reports, allowing maximum flexibility to be tied to any other Google Analytics dimension and metric.


Troubleshooting

For troubleshooting purposes and to ensure that events are transmitted correctly, the code above outputs three log lines for each chat event in the browser console, if available.


Similarly, in case the Google Analytics code is not found by BoldChat on the hosting website page, the following error is thrown in the browser console, if available:


  • Unfortunately, there is no built-in way to add alt-tags to chat buttons for either BoldChat or Bold360. 
    • The feature has been requested before, but there is no ETA at this time. 
 
  • If the customer wants to include the same functionality, they can use the Web Page Chat Button Text option when generating HTML: 

User-added image

There are three Sale Recovery functions, all aimed at maximizing every engagement opportunity your website generates: chat recovery, chat recapture, and the visitor chat status indicator.

How to import operator settings

  1. From the main menu of the operator client, go to BoldChat > Settings > Import.

    Result: You are warned that the app will restart. To accept, click OK.

    Tip: After restart, active chats will be reconnected, but you may want to end all chats before using this feature.
  2. Browse to the location of the settings file.

    Result: By default, the file is named Settings.ocs and is located in the computer's Documents folder.

  3. Restart the operator client when prompted to complete the update.

How to export operator settings

To backup or restore the settings of your operator client, or distribute settings to be shared with other operators, you may use the export/import feature.

  1. From the main menu of the operator client, go to BoldChat > Settings > Export. >

    Result: You are warned that the app will restart. To accept, click OK.

    Tip: After restart, active chats will be reconnected, but you may want to end all chats before using this feature.
  2. Choose a location and filename for the settings file.

    Result: By default, the file will be named Settings.ocs and placed into the computer?s Documents folder.

  3. Restart the operator client when prompted to complete the update.

    Result:

How to assign chats to certain operators before others (ranking within department)

Within a department, Premier and Enterprise subscribers can rank operators to determine how chats are assigned.

Ranking is applied at the department level and works in conjunction with Automatic Chat Distribution (ACD).

  1. Create a department, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > General > Departments
    2. Click New. The New Department window is displayed.
  2. On the New Department window, go to the Operators tab.
  3. Add operators to the department.
  4. For each operator, assign a rank.
    Remember: A Premier or Enterprise subscription is required!
  5. Option. To change how chats are assigned to same-rank operators, you must override Automatic Chat Distribution (ACD), as follows:
    1. On the New Department window, go to the Chat Distribution tab.
    2. Click Override account-level automatic distribution settings for this department.
    3. Select a method under Among same-rank operators, assign by this method.
      • Least Busy. Assign the next incoming chat to the operator who has the fewest active chats and has waited the longest. Choose this to balance the chat workload between operators.
      • Most Busy. Assign chats to your busiest operators. The next incoming chat is assigned to the operator who is handling the most chats until their limit is reached, and thereafter to the operator who has been idle for the shortest period of time. Choose this option if your operators must manage non-chat tasks along with their chat related work. Those who are chatting will stay busy chatting, while others can stay focused on non-chat tasks. To prevent overload on a single operator, make sure concurrent chat limits are set.
      • Round Robin. Rotate chat assignment among all available operators regardless of waiting time or number of active chats (until their concurrent limit is reached). Choose this option to balance the number of chats assigned per operator. Lower ranked operators will only be assigned a chat if all higher ranked operators have reached their limit.
    4. Under Chats queued for assignment, set an urgency for this department. See How to determine which queued chats are assigned first (Urgency).
  6. Under Visitor queue time upon manual reassigment, tell BoldChat how to place visitors into the queue when they are reassigned by an operator rather than ACD. You can set this option independently for vistors reassigned within a department as opposed to between departments.
    • To place visitors at the end of the queue regardless of how long they have been waiting, select Move to end of queue (time is reset)
    • To place visitors in the queue based on time already spent waiting, select Maintain place in queue (time is preserved)
  7. Save your changes.

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Set up an email account

Set up an email account

Configure Digital DX to receive, track, and manage emails.

  1. Create or edit an email account, as follows:
    1. In the Web Admin Center, go to Channels > Email > Email Accounts. The Email Accounts window is displayed.
      Note: To verify that an email account is set up properly, click Test next to an account.
    2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
  2. Select Enable email to activate the email account.
  3. Enter basic account settings on the General tab:
    Option Description
    Configuration Name Name the account for internal reference.
    Sender Email Address To use when sending email.
    Friendly Sender Name Used as the From Email Name when sending emails via this account. For example: Support Team, Jane Doe.
    Email client

    Select the email client you are using: MS Office 365 / Gmail / Other.

    The MS Office 365 and Gmail options don't only support the recommended OAuth 2.0 authentication, the Other option supports any client with basic authentication.

  4. Select the email client that you use to communicate over email.
    Note: In the Digital DX Desktop Client, you cannot select email client.
  5. Depending on your email client, you have the following options:
    Option Description
    User Name User name of the email server. For example, in the email address support@acme.com, the user name is support.
    Password The password associated with the user name for the POP3 server. Only available when you select Other for email client type.
    Server/Port Enter the host name or IP address and port of your mail server. If your email address is support@acme.com, then your mail server host name is normally mail.acme.com or just acme.com. All inbound emails are retrieved from this POP3 server.
    Secure Connection (SSL) To use a secure connection to your mail server, check Secure Connection (SSL) and enter the Port to be used for the connection. Check with your service provider as required.
    Type Choose your server type: POP3 or IMAP.
    Note: POP3 is unavailable for Microsoft Office 365 users.
    Leave copy of messages on server Store copies of emails on your POP3 server to facilitate download to Outlook or any other mail client.
    Folder Click Refresh folder list and then select the folder in your email account that you want to use for email communication with your customers.
    Tenant ID You Microsoft Tenant ID that you can find in the Azure AD admin center. (in the Directory ID field on the Properties page). Only available for Microsoft Office 365 users.
    Client ID
    • Microsoft Office 365 users find it in the Overview page of the Azure AD admin center
    • Gmail users find it on the APIs & Services > Credentials page Google Cloud Platform
    Client Secret Your client secret that you can find right next to your client ID. Only available for Microsoft Office 365 and Gmail users.
    Outgoing server Select SMTP server to set up an SMTP server for outgoing email.
  6. Optional: (Optional) Enter additional settings on the Distribution - Organization tab:
    Option Description
    Department Associate a Department with the email account. The Department can be used to override account-level automatic distribution settings and to determine which agents can be assigned emails by the automatic distribution system.
    Maintain email thread ownership on new mails Preserve the Owner (agent) field of each email thread.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Append email thread ID to subject Append the Email Thread ID to the subject of replies. This make it easier to keep track of conversations with customers.
    Auto-bcc Specify an email address that is included in the BCC field of all outbound emails from the agent.
  7. Optional: (Optional) Enter additional settings on the Format and content tab:
    Option Description
    Encoding Encoding for outgoing and incoming messages.
    Format Choose to show incoming email as either plain text or HTML.
    Canned messages for emails Select canned message folders that agents can use with email.
    Email Footer Enable and design a footer that is appended to all emails sent from this email account.
  8. Save your changes.
  9. For Gmail and MS O365 integrations, go to the recently added email account on the Email Account view and select the Authorize option.

    Complete the steps in the dialog that appears. Once the authentication is complete, the status of the email channel changes to Ready.