Platform_agent

What cookies and local storage entities are used by Digital DX AI widgets?

The following table lists all customer-side cookies used in widgets to provide reporting and analytics capabilities. Customers stay anonymous and their unique visitor IDs are only used to group customer queries in reports.

Cookie name	Example value	Description
bc.visitor_token	5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b	Identifies the visitor in Business Insights, used also when navigating across subdomains and by the customer information hub.
u	v2,EU1,38DA82AC634C0F31	The cookie is used by visitors' engagement tracking in Bold360Ai's reporting system and leveraged by internal analytics tools. If the 'u' cookie is blocked, then the Engagement and Interaction data in legacy AI reporting is distorted.
35EBBB48	cv_4#t_ED43D8F69#v_1#lv_ ED43D8F57#e_00000000	Legacy visitor journey tracking cookie. There is one cookie per visitor journey.

Digital DX AI also uses customer-side localStorage entities in Conversational widgets to provide widget state persistence. You can change it to sessionStorage with the public widget API, but the content of the storage remains the same:

Storage key	Storage value	Description
bc.visitor_token	5d1ab47f-f7de-14c9-0045-b8d7c8a7c18b	To provide better persistence and reporting, the unique visitor token is also currently stored in the localStorage of the customer's website.
nanorep.float.conversational. product_demo.kb904641352	{"convId":"7835951554271442645", "convLog":[...]}	Stores widget state, including current conversation ID, chat history, active live-chat channel information and so on.

List of cookies used by Digital DX

Genesys DX/Bold360 cookies track the actions associated with a website customer's activity on this website to allow the website owner to provide accurate, helpful and feature-rich web chat features.

This data is handled as follows:

Suppressible by the customer who limits browser cookies
Used to identify behavior of a user on the website for purposes of Digital DX chat features (e.g. aggregated performance/analytics reporting, chat, visit, conversion history individual reporting)
Only useful during the visit or upon a subsequent visit
Not available between customers
Protected by the Digital DX secure infrastructure

The first five (5) are targeting types for uniquely identifying the website user within the Digital DX service and are used for things like targeted chat invitation, allowing a chat agent to better assist the website customer during a chat session, and for aggregate reporting. The latter four (4) are strictly necessary and only used for chat-related functionality.

Personalization

This cookie is used for providing the proper content based on context settings (query parameter).

Cookie	nrContext2
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Bold360Ai is providing context-based, tailored content to customers in order to find the most relevant answers to their problem. The 'nrContext2' cookie is stored for collecting the right context from the user's machine.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Harmony

These cookies are used for seamless integration of AI interactions (search, botchat) and live agent chats.

Cookie	_bc-chat-ended
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	_bcContinueChat
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	_bcvm_vid_{visitorParam}
Host	1st Party Website
Type	1st Party
Category	Essential
Expiration	End of session
Purpose	Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	_bcvm_vrid_{visitorParam}
Host	1st Party Website
Type	1st Party
Category	Essential
Expiration	Persistent
Purpose	Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation	When the website user loads a page containing a chat button/customer monitoring script or when a chat session launches.

Cookie	bc_pv_end
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session / 30 seconds
Purpose	Improves accuracy of pageview tracking when a website user (customer) moves between pages.
Creation	When the website user changes pages.

Cookie	bc-visit-id
Host	bold360.com
Type	3rd Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Same as `_bcvm_vid_{visitorParam}`. Stores a unique, anonymous identifier (VisitID) to allow Digital DX to recognize a particular browsing session or visit to the website.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	bc-visitor-id
Host	bold360.com
Type	3rd Party
Category	Essential
Expiration	Persistent
Purpose	Same as `_bcvm_vrid_{visitorParam}`. Stores a unique, anonymous identifier (VisitorID) to allow Digital DX to recognize the website user during current and subsequent visits to the website.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-curl
Host	1st Party Website
Type	1st Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Identifies the state of the layered chat window when the website user changes pages on the website so the chat window can be maintained.
Creation	When the layered chat window is opened.

Cookie	_url-cid
Host	livechat.boldchat.com
Type	3rd Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Used to identify the cached URL of the open chat window for the website user.
Creation	When the layered chat window is opened.

Cookie	_bc_aa* (_bc_aas, _bc_aaq, _bc_aasi-XXX-XXX-viewed, _bc_aasc)
Host	livechat.boldchat.com
Type	3rd Party
Category	Performance/Functionality
Expiration	End of session
Purpose	Used to identify the current state of auto-answers being shown to the customer within the chat window.
Creation	When auto-answers is shown and used within the chat window, and only if Local Storage is not supported by the browser.

Cookie	_reboot-cid
Host	livechat.boldchat.com
Type	3rd Party
Category	Essential
Expiration	End of session
Purpose	Used to track the chat URL to be reloaded after a Rescue-initiated reboot (in order to reconstitute the chat session).
Creation	When a Rescue-initiated reboot is triggered.

Cookie	_bcck
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	2 hours
Purpose	Used for chat validation, chat start.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-escalation
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores the escalation state.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-escalation-time
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	2 hours
Purpose	Keeps chat in sync when refreshed or new tabs are opened.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	_bc-prechat-submitted_{chat_id}
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	24 hours
Purpose	Keeps prechat form in sync when refreshed or new tabs are opened. Only placed when prechat feature is used.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

Cookie	csrf-token
Host	livechat.boldchat.com
Type	1st party
Category	Performance/Functionality
Expiration	End of session
Purpose	Stores security token for safe form submission.
Creation	When the website user loads a page containing a chat button / customer monitoring script or when a chat session launches.

To use the chatbot, you must first integrate the Bold360 Agent and AI platforms.

Note: This feature is only available with a Bold360 AI platform account.

Enable the Bold360 ai integration in the Bold360 Admin Center as follows:
1. In the Web Admin Center, go to Integrations > Genesys DX ai.
2. Enter your Bold360 AI platform account name, host URL, and API key that you can copy from your Bold360 Admin Console.
  To find this API key, log in to your organization's Bold360 AI platform account and go to the Admin Center > API keys tab.
3. Click Integrate.
Set up an AI-enabled chat window so that both your customers and agents receive help from the chatbot:
1. In the Web Admin Center, go to Channels > Chat > Chat Windows and create or edit a chat window.
2. On the General tab, select Genesys DX ai chat window for chat window type.
3. Select the Bold360 ai chat window configuration from the Floating Widget Configuration drop-down list that you want to use. Smart Advisor will use the selected knowledge base to answer customer queries.
  Result:
  
  Note: You can only customize an AI chat window in the Bold360 Admin Console.
4. Optionally, to define a separate knowledge base for your agents, select a Knowledge Base for Agents from the respective drop-down list.
  Result: This way, you can define an additional knowledge base that agents can use when the bot does not find a suitable answer. Additionally, agent answers would not influence your primary knowledge base's statistics on the Bold360 ai Dashboard.
5. Save your changes.
Set up your AI-enabled chat window's escalation path, which is called channeling policy in the Bold360 Admin Console:
1. Create a Bold360 API access key.
  - In the Bold360 Admin Center, go to Integrations > API Access Keys and click Create New.
  - Name your API key and select a Website and a Chat window that you want to associate with chats.
  - Select the Department where you want to direct your chats.
  - Click Save and copy your API access key.
  Result:
  
  Note: After closing this dialog you will not be able to view this key.
2. In the Bold360 Admin Console, go to Channeling > Policy and click Add channel.
  Channel setup requires the Bold360 API access key that you have previously created.
Remember: To implement a chat window, you must associate it with a chat button.

Important: When you generate your chat button HTML code, you must select the same Website that you have defined for your API Access Key in Step 3.

Result: The integration is now available for your agents. After integration, the Smart Advisor panel automatically replaces the Canned Messages panel when a chat is transferred from the chatbot. For more information, see Smart Advisor: Chatbot-assisted conversations.

Figure 1. Agent's view when Genesys DX ai is activated

After integrating Genesys DX ai, you may also do the following:

Set up the knowledge base that contains help articles. The chatbot presents the same knowledge base articles in the AI-enabled chat window to customers and on the Smart Advisor panel to agents. You can define multiple knowledge bases to serve different audiences, but every knowledge base must be associated with a separate chat window definition in the Bold360 Admin Center.
Customize the AI-enabled chat window. In the Bold360 Admin Console, go to Touchpoints > Floating widget and click Personalize.

For information on working with the Bold360 Admin Console, see the Bold360 ai support page.

Frequently Asked Questions for Admins

Chat button isn?t showing on website or chat button shows that chat is unavailable

Make sure someone is signed in to the Agent Workspace and set that user to available.

My chats are not automatically assigning to agents (Routing/ACD/Queues/rule exports)

Make sure ACD is enabled either at the Channel level or at the Department level. If enabled, check any routing rules that assign chats to the relevant department.

Why are my customers building an endless chat queue?

Make sure you enable a concurrent chat limit within ACD, and then you can set your queue limits.

How can I see what Routing Rule is causing my chats to go to a different location?

Export your Routing Rules into an Excel file and enable filtering in Excel. You can now filter by the specific actions or criteria that cause the chats to be routed. Find out which rule has a higher rank, meaning the system will trigger that rule first.

If someone else made changes to something I was working on, or if I?m not sure what I changed, is there an easy way to find out what happened or revert back?

There is no way to revert to settings you previously saved unless you made a copy of the item. However, you can use the Audit Log to see exactly what changes have been made on the account. Simply locate the changed item in the Audit Log by the date and time the change may have occurred and you?ll be able to see exactly what settings where changed, what were they changed to, and see whether something was created, updated, or deleted. See View changes in the Admin Center.

Note: Make sure you are in a permission group that provides access to the audit log.

My agents or I cannot access anything

If you cannot see a chat folder, edit canned messages, or handle any other tasks in any Bold360 console, you may need to check you or your agent?s Permission Group to see if you have access to the item.

How can I see what my agents are working on?

Go to agent.bold360.com/monitor to be able to see our Monitor View where you get up to four queues depending on your subscription type: AI Chatbot chats, Queued chats, chats Assigned to an Agent, and Closed chats. You can click each item to see the conversation and information about the customer and information about the chat conversation. You can also filter by agent Departments as well as Folders to see just a specific queue/group of items or agents.

How do I understand my peaks, trends, and questions on Agent performance?

Our reporting helps you see a breakdown of your chat/customer volume. We have many different reports that look at agent efficiencies, visits to your website and where chats are started or ended, and many more use cases depending on the KPI you are measuring for. Find out more about reporting.

I have an issue that I believe is a bug. How should I escalate my issue to LogMeIn?

To raise a support case or bug, please collect a few necessary items before contacting Support to make your experience as smooth as possible:

a .HAR file captured while replicating the issue
full-screen screenshots and not just a screenshot of a particular error message
the Chat ID of any chats which had an issue

For more information, see How do I contact Bold360 support about the Agent platform?

Your base reports or dashboard are good but don?t present all the information our Organization requires

You can create custom reports or a dashboard using our API. You can find our documentation at https://developer.bold360.com, which contains information on how to export your raw data to then create custom reports or a dashboard.

Are there any other best practices I need to be aware of?

To ensure you?re set up for future success, create folders on a 1:1 ratio with your department names (for example, Sales department also has a chat folder, titled "Sales") so that your teams can view their work items and supervisors can report on only their team?s work items.

You can also make sure your agents can efficiently handle as many chats as are assigned to them. The best way to help your agents is to create predefined messages, called Canned Messages, that agents can quickly use to keep the conversation going.

Lastly, it is recommended to include brackets {} at the beginning of the Agent Name that contain either the person?s role (Agent, Admin, Supervisor, etc.) or their permission group (Agent, Sales, Developer, etc.) so when looking at reporting you can tell exactly what part of the Organization the person belongs to.

Frequently Asked Questions for Developers

I have deployed the code snippet, I have agents available, but the button still doesn?t show on the website

When deploying the code snippet, make sure that you paste it directly from the code generation dialog in the Bold360 Admin interface. If the code snippet was sent to you for deployment in a Microsoft Word document, it?s possible that the code was broken with Microsoft Word styling or line breaks. Request the code snippet again in a plain text document.

I might want to use Proactive Invites at some point; what do you recommend?

You will need to redeploy code if you choose to integrate an Invitation Ruleset. We recommend disabling the default Invite Ruleset in the Admin Center and deploying the Invitation Ruleset with your button code. If you decide to use chat invites, you can easily enable the Invitation Ruleset and add some rules for your use cases.

What is the best way to manage the code deployment?

If you have a Tag Manager, it is recommended you deploy your code using the tag management system. This enables you to trigger the Bold360 code on specific pages from a tag manager, which makes it easier to manage over time. If you deploy to each page of your website, then it will be much more difficult and time-consuming to deploy and manage the code.

I had customized a few items with my Chat Window or Button and now things are not working correctly on my site

Copy your standard code snippet created in the Admin Center and paste it in a blank page to try and reproduce. If your code works on the blank page but not your website, there are probably some CSS or other variables on your site causing an issue. Please note that our support team cannot troubleshoot issues stemming from your site?s CSS.

I?m having issues with an API Trigger not working

First, you need to investigate if the Trigger itself is the issue. To do so, set up two triggers, one to a staging/test website and one to your production site. If the trigger works in one space, we can assume there is something with the webhook causing an issue.

Frequently Asked Questions for Agents

I can?t login

Go to launch.bold360.com. Enter your username and then click Forgot password.

If this does not resolve the issue, please contact your Bold360 administrator.

Once I log in, nothing is being displayed in my Agent interface

Data is displayed in the interface once a chat has been assigned to you. Make sure you are set to available, launch a chat from the page the button is deployed. Depending on the account configuration a chat should appear in your interface. Once you click on the chat and answer it data will be displayed in the interface.

In Monitor View, I can?t see anyone else?s chats

Your admin may have prevented you from seeing this information. Please contact your Bold360 Admin to ensure your permission group allows you access to any items you require.

How to sign in to Bold360 (Agent Platform)

You can sign in to your Bold360 work environment either directly by going to the relevant sign-in page, or from the My Accounts page at https://myaccount.logmeininc.com.

Sign in from the Bold360 product page

You can access your work environments directly from any of the Bold360 product sign-in pages.

A Bold360 user can sign in to one work environment only at a time.

Go to the sign-in page of the work environment that you want to use:
- Agent Workspace - agent.bold360.com
- Admin Center - admin.bold360.com
- Reports - reports.boldchat.com
- Dashboard - dashboard.boldchat.com
Sign in with your email address and password.
Depending on whether you have access to multiple Bold360 accounts or not, the following occurs:
- If you have a single account, your Bold360 work environment is displayed.
- If you have access to multiple accounts, you are redirected to the My Accounts page.
Result: When you click the name of account that you want to work with, you are redirected to your Bold360 work environment.
If you have access to multiple Bold360 work environments, select the one you want to work with on the Bold360 environment page.

Depending on whether you have access to multiple Bold360 accounts or not, the following occurs:
- If you have a single account, your Bold360 work environment is displayed.
- If you have access to multiple accounts, you are redirected to the My Accounts page.
Result: When you click the name of account that you want to work with, you are redirected to your Bold360 work environment.

Sign in using SSO

LogMeIn offers Enterprise Sign-In, which is a SAML-based single sign-on (SSO) option that allows users to log in to their LogMeIn product(s) using their company-issued username and password, which is the same credentials they use when accessing other systems and tools within the organization (e.g., corporate email, work-issued computers, etc.). This provides a simplified login experience for users while allowing them to securely authenticate with credentials they know.

You can set up SSO in the LogMeIn Organization Center. For more information, see Using the Organization Center and Is Enterprise Sign-In right for me?

Smart Response: Find responses based on chat content

Smart Response offers canned messages to agents based on the content of a chat conversation.

To check for Smart Responses, press Ctrl + Space while in the chat field. The Smart Response engine analyzes the conversation and suggests relevant canned messages. Multiple responses may be shown, each with a two-line preview.

Navigate through the list and choose a response to send. You can edit before sending.

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?

See Set up a Facebook Messenger account and How to renew connection 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.

Manage incoming email according to routing rules (Email Rules Engine)

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

Important: You must have Account > Can Setup Rules Engines permission to manage your email rules.

What is the difference between Email Management Rules and Email Routing Rules?

Email Management Rules are the successor of Email Routing Rules. In the Web Admin Center, you can only create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions. If you have previously created Email Routing Rules, those are listed separately for you on the Channels > Email > Routing Rules page. If you never had Email Routing Rules, then you see only a list of Email Management Rules.

You can still use your Email Routing Rules, but you cannot create new ones; you can only edit and convert those to Email Management Rules, which is highly recommended. Once converted, these rules cannot be edited in the Desktop Client. Digital DX prioritizes Email Management Rules over Email Routing Rules.

You can export your Email Management Rules to a JSON file. Similarly, you can add new Email Management Rules by importing those from JSON files.

Create an email folder if you haven't done so already:
1. In the Web Admin Center, go to Channels > Email > Email Folders.
2. Hover your mouse over the Email folder and click the Create folder () icon.
3. Name your folder.
Create or edit an Email Rule, as follows:
1. In the Web Admin Center, click Channels > Email > Routing Rules.
2. On the Routing Rules for Email page, select an existing rule or click Create New.
Result: The Edit/New Rule page is displayed.
On the Criteria tab, name the rule.
Each rule should have a unique name for easy identification.
Select one or more criteria.
Tip: To enter multiple values in a field, type a string and press Enter.

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.
- Anywhere Contains. This uses OR logic when looking for matches in any "Contains" field.
- Subject Contains
- Body Contains
- User's Email Address Contains
- Destination Email Address contains
- Has Attachments
- Email Account
- Email Type
- Department
Result: The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.
Optionally, select Apply rule to each email in thread to specify whether the rule should be applied to every outgoing email in a thread or only to the first one.
On the Actions tab, choose how to route items when criteria are met:
- Folder, to send the item to a specific folder
- Department, to make the item available to members of a specific department
On the Actions tab, assign attributes to an item when criteria are met:
- Category
- Status
- Custom Field 1 or 2
- Urgency
- Difficulty
Result: Agents can use this information to make decisions about how to handle or organize emails.
Optionally, on the Actions tab under Reply with Canned Message, you can define an automatic reply when an email is received from a specific email address. If you also want to include the customer's email in your reply, select Reply to original email thread.
Note: In the Web Admin Center, you can only create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions.
Save the rule.
Continue to create rules and arrange them in the order they should be evaluated (Move Up, Move Down).
Important: Rules are evaluated in the order they appear in the rules list. In addition, Digital DX prioritizes Email Management Rules over Email Routing Rules.

Rules are applied to all your email accounts. To run rules on a specific account, you must define an Email account as criteria.

How to discuss a customer's email with another agent

You can collaborate with another agent in your organization to help you resolve a specific customer issue while you are responding to a customer's email.

Discussions are private and are only visible to the agent who participate in the discussion. The customer does not see these messages.

Note: You must have the Actions > Emails > Discussions permission enabled to use this feature.

To start a discussion, click Discuss at the bottom of the email panel.

Result: You are prompted to select a discussion partner.
Select an Agent and click Send request.
Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.

When the invited agent accepts the invitation, the Discussion panel opens. Both you and the invited agent will see the original email and the discussion side by side.

Set up automatic distribution for email

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

In the Web Admin Center, click Channels > Email > Automatic Distribution.
Result: The Automatic Distribution for Email page is displayed.
Select Enable automatic distribution.
Result: This activates AD for all incoming email in your account.

Options:

Option	Description
Reassign unanswered messages (minutes)	When selected, emails are reassigned to another agent when the originally assigned agent does not accept the thread within the specified period of time. An agent who fails to answer in time is set to Away status to prevent new threads from being assigned.
Concurrent message limit	When selected, the number of threads that can be assigned to each agent is limited. When an agent reaches the limit, they are no longer assigned new threads. This setting can be overridden at an individual agent level.
Agents waiting for assignment	When there are fewer incoming email threads than agents can handle, some agents will be waiting for an assignment. Threads are assigned to highest ranked agents first, but you can choose an assignment method for agents of the same rank. To determine which waiting agent gets the next email, choose an assignment method: Least Busy. Assign the next incoming thread to the agent who has the fewest active threads and has waited the longest. This naturally means that if you have multiple agents available with no email threads, ACD will assign the next incoming email to the agent who has been in Available status for the longest period of time. Choose this to balance the workload between agents. Most Busy. Assign threads to your busiest agents. The next incoming thread is assigned to the agent who is handling the most threads until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents 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 agent, make sure concurrent limits are set. Round Robin Rotate assignment among all available agents 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 agent. Lower ranked agents will only be assigned a thread if all higher ranked agents have reached their limit.

Option

Description

Reassign unanswered messages (minutes)

When selected, emails are reassigned to another agent when the originally assigned agent does not accept the thread within the specified period of time. An agent who fails to answer in time is set to Away status to prevent new threads from being assigned.

Concurrent message limit

When selected, the number of threads that can be assigned to each agent is limited. When an agent reaches the limit, they are no longer assigned new threads. This setting can be overridden at an individual agent level.

Agents waiting for assignment

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

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

Least Busy. Assign the next incoming thread to the agent who has the fewest active threads and has waited the longest. This naturally means that if you have multiple agents available with no email threads, ACD will assign the next incoming email to the agent who has been in Available status for the longest period of time. Choose this to balance the workload between agents.
Most Busy. Assign threads to your busiest agents. The next incoming thread is assigned to the agent who is handling the most threads until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents 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 agent, make sure concurrent limits are set.
Round Robin Rotate assignment among all available agents 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 agent. Lower ranked agents will only be assigned a thread if all higher ranked agents have reached their limit.

Under Manual Reassignment, tell Bold360 how to place customers into the queue when they are reassigned by an agent rather than automatic distribution.
You can set this option independently for customers reassigned within a department (From same department) as opposed to between departments (From other departments).
Note: For answered items that are manually reassigned, the queue time is always reset. For automatically assigned items, customers always maintain their place in the queue.
- To place customers 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 customers in the queue based on time already spent waiting, select Maintain place in queue (time is preserved)
Save your changes.
Result: Settings are applied to your entire account except where overridden at the department or agent level.

Set up automatic email replies

You can send automated messages to customers when your agents are not available.

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.
2. Select an existing account or click Create New. The New/Edit Email Account page is displayed.
On the Auto Responder tab, select Auto responder enabled.
Click Create New.
Enter a name for your auto responder rule set and Click Add Criteria.

Select the relevant criteria and actions as follows:

Option	Description
Email Delivery Time	Set business hours for automatic email replies and select whether these messages should be sent inside or outside business hours.
Destination Address	You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
Email Type	Select the type of emails that you want to reply.
From Address	If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the `donotreply` string.
Subject Line	Define the subject of emails that you want to send automatic replies.

Under Actions, select the email address that the customer will see as the sender of the email and select the Canned Message that will be body of the email.

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 agent

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

Create or edit an agent, as follows:
1. In the Web Admin Center, go to Organization > Agents.
2. On the Agent Management page, select an existing agent or click Create New.
Result: The New/Edit Agent page is displayed.

On the Email Settings tab, set the following options:

Option	Description
Email Name	The name to show in the email From field.
Email Account	The email account to associate with the agent.
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.

Option

Description

Email Name

The name to show in the email From field.

Email Account

The email account to associate with the agent.

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.

To set up the signature, use the HTML and/or plain text editor.
Save your changes.

How to monitor the emails of your organization

You can view emails that are waiting in queue, closed, or currently assigned to an agent in your organization.

To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Emails > Grid View: All Email Threads permission to see emails in Monitor View.

Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:

Queue: Emails in queue waiting to be assigned to an agent.
Assigned to Agent: Emails which have already been assigned to an agent.
Closed: Closed emails of your organization.

View email details

You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.

You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.

Depending on what emails you view, the following email details are displayed:

Accepted: The date and time when the first agent accepted the email thread.
Agent: The name of the agent who the email thread is currently assigned to.
Answered: Time and date when the email was first answered.
Answered by: The name of the agent who first answered the email.
Applied rule name: The name of the routing rule that distributes emails based on settings such as Department.
Closed: The time and date when the email thread was closed.
Closed by: The name of the agent who closed the email thread.
Created: Time and date when the customer sent the first email in the thread.
Department: The department the email thread is currently assigned to.
Destination email address: The email address where the customer originally sent the email.
Email account: The email account of the agent as defined in the Admin Center.
Email count: The combined number of emails that the customer and the agent have sent in the thread.
Email thread ID: The identifier of the email thread.
Email thread type: The email protocol used to receive emails.
First incoming arrived: Time and date when the first email in the thread arrived at Digital DX.
Folder: The email folder in Digital DX where the email is saved.
Last assigned answered: The time and date when the last assigned agent answered the email.
Last assigned by: Either Automatic Distribution or the Digital DX user who last assigned the email to an agent.
Last email type: The direction of the last email in the thread, which is either inbound or outbound.
Last incoming arrived: Time and date when the last email in the thread arrived at Digital DX.
Opened: The time and date when the agent opened the first email in the thread.
Queue Time: The time and date when the last email entered the queue. Queued time determines the order in which Automatic Distribution assigns queued emails to agents.
Subject: The subject of the customer's email.
Total reassign: The number of times the email thread was assigned to an agent.
Updated: The time and date when the email thread was last changed.
User email address: The email address of the customer.
User email name: The name of the customer as defined by the email address.

Manage your email threads

You can do the following when you monitor your email threads:

Get the preview of an email: Select an email in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the email preview panel on the right of the email list.
Search for email threads: You can search for email threads based on any details that you see in the columns. When you type into the Search field above the list of emails, it dynamically filters and lists those emails that contain your search term in any visible columns.
Filter closed email threads: You can list email threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed email threads. You can also select a custom date-range from the calendar. Click Refresh to list closed email threads for the selected period. Only those email threads are listed where the Closed date is within the defined period of time.
Filter your own emails: You can list your own emails on the Assigned to Agent and Closed tabs by clicking My items above the list of emails.
Transfer emails: You can transfer emails between agents in your organization on the Queued and Assigned to Agent tabs. Transferring emails is similar to transferring chats. For more information, see How to transfer a chat.
Sort emails by column: Click the column name to sort emails by that order.

Set up warnings for your emails

You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
Under Warning conditions, click No condition set to define when a warning is displayed.
Result: When the defined time expires, you see email threads marked in red.

Note: You can define conditions only for columns that display time.
Click OK to save your changes.
Result:

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.

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.

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).

Set up an SMS account (text messages)

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

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

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.

Note:

Additional per message fees apply, check our website for block message rates.
The SMS service does not support sending images.

Create a new SMS account:
1. In the Web Admin Center, go to Channels > Messaging > SMS. The SMS Accounts page is displayed.
2. Click Create New. The New SMS Account window is displayed.

Set Account Settings:

Option	Description
Name	The account name. Not seen by customers.
Department	Associate incoming SMS with a department.
Auto-End Interval	End sessions automatically when a customer's response is not received within the defined period.
Thread Ownership	Choose how you want to handle the ownership of re-opened messenger threads: Original agent retains ownership of re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent retains ownership. Original agent must re-accept re-opened conversations ? When an incoming message re-opens a closed conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned. Original agent must always re-accept conversations, even if open ? When an incoming message arrives to an open conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
Business Hours	Set hours of availability specific to SMS functionality.

On the Auto Responder tab, configure how you want to automatically respond to incoming messages.
Auto responder rules use regular expressions (regex) to evaluate incoming messages. When all criteria are matched, a response is triggered.

Important: We recommend using Create Email Prompt Rules to create a set of rules that automatically asks the customer to enter their email address. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, messages, email).
On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
- Set an Auto-Close Interval to determine how long an ended conversation remains in the agent workspace before closing automatically.
- Choose the fields to show to the agent in the Wrap Up section of the agent workspace.
On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.

On the Phone Number tab, choose your Country and click Find Phone Number.

Available countries:

Australia +61
Belgium +32
Canada +1
France +33 (Domestic SMS only)
Hungary +36
Ireland +353
Israel +972
Norway +47
Poland +351
Spain +34 (Domestic SMS only)
Switzerland +41
United Kingdom +44
United States +1

Always check the Phone Number tab for the latest list of available countries.

Tip: If you have your own Twilio account, click Show advanced setup and copy the following details from your Twilio Dashboard:

Option	Description
Twilio Account SID	The ID of the Twilio account that you use for messaging.
Twilio Auth Token	The token that authorizes calls for the defined Twilio account.
Phone Number	The phone number that has been provisioned for the Twilio account.

Result: Once a number is provisioned for your account, the number is displayed on the Phone Numbers Dashboard in Twilio. This number is used to provide customers the ability to initiate SMS sessions from their mobile devices. If your organization supports messaging in multiple countries, then you must set up multiple Twilio accounts and define those SMS accounts one by one in Digital DX.

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 monitor the chats of your organization

You can view chats that are waiting in queue, closed, or currently assigned to an agent in your organization. Users who have Bold360 AI platform accounts also see conversations with the bot.

To list chats, click the arrow in the-top left corner of the workspace above your list of sessions.

Important: You must have Actions > Chats > Grid View: Active Chats permission to see chats in Monitor View.

Chats are grouped on the following tabs:

Bot: Chats where the customer is currently assisted by the chatbot.
Note: This tab is only available for Bold360 ai platform subscribers.
Queue: Chats in queue waiting to be assigned to an agent.
Assigned to Agent: Chats which have already been assigned to a live agent.
Closed: Closed chats of your organization.

View chat details

You can select the level of chat details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the chat list. Sorting does not apply to the column order in the chat list.

You can also filter chats by department and chat folder. To do so, click the department selector or the chat folder drop-down list respectively.

Depending on what chats you view, the following chat details are displayed:

Agent: Name of the assigned agent.
Agent messages: Number of messages the agent has sent.
Answered: Time and date when the chat was first answered.
Chat Launch URL: The URL of the chat from where the customer started the chat session.
Chat state: Current status of the chat.
City: The city where the customer started the conversation.
Country: The country where the customer started the conversation.
Created: Time and date when the customer clicked the chat button.
Custom pre-chat fields: Custom chat fields defined on the pre-chat window.
Customer Email: Email address of the customer.
Customer ID: Identifier of the customer.
Customer info: Additional custom information about the customer.
Customer messages: Number of messages the customer has sent.
Customer name: Name of the customer. Displays the customer's first name only if a last name is also provided.
Customer reference: The referring website that the customer previously viewed.
Department: The Bold360 department of the agent.
Ended: Time when the chat ended.
Experiments: The experiments in which the customer participates.
ID: Chat identifier.
Initial question: The first question that the customer asked.
IP: The IP address of the customer.
Language: The language of the chat, which is English (en-US) by default.
Last message person type: Shows whether the last message came from the customer or the agent.
Last name: Customer's last name.
Net Promoter Score: Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Phone: Phone number of the customer.
Region: The region of the country where the customer started the conversation.
Response time: The total time in seconds that the customer had to wait for answers.
Started: Time and date when the chat was started.
Updated: The last time the chat was updated.
Urgency: Urgency of the chat.
Website: The website as defined in the Bold360 Admin Center.
Window closed: Time when the customer closed the chat window.

Manage your chats

You can do the following when you monitor your chats:

Get live preview of a chat: Select a chat in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on Customer History panel the right of the chat list and is refreshed when either party sends a new message.
Search for chats: You can search for chats based on any chat details that you see in the columns. When you type into the Search field above the list of chats, it dynamically filters and lists those chats that contain your search term in any visible columns.
Transfer chats: You can transfer chats from the bot to an agent or between agents in your organization on the Bot, Queued , and Assigned to Agent tabs. See How to transfer a chat.
Sort chats by column: Click the column name to sort chats by that order.
Filter closed chats: You can list chats that were closed on selected dates. On the Closed tab at the top of the page, click the date selector drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed chats. You can also select a custom date-range from the calendar. Click Refresh to list closed chats for the selected period.
Filter your own chats: You can list your own chats on the Assigned to Agent and Closed tabs by clicking My items above the list of chats.
Important: You must have the Actions > Chats > Grid View: Active Chats permission enabled to use this feature.
Receive notifications on new messages: A red spot in the top-right corner of the page tells you that you have received a new chat message or a new work item.
Display customer information: When you select a chat, customer information is displayed on the right of Monitor View. For information on chat details, see Where to find customer information.

Set up warnings for your chat

You can set up warnings to display that there are issues with some of your chats. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the chat was Created or Started.

To set up warning, do the following:

In the Agent Workspace, click the arrow above your list of sessions.
Result: The Monitor View page is displayed.
Click the column selector (cogwheel) on the right.
Under Warning conditions, click No condition set to define when a warning is displayed.
Result: When the defined time expires, you see chat sessions marked in red.

Note: You can only define conditions for columns that display time.
Click OK to save your changes.

Monitor bot chats

On the Bot tab, you can monitor the conversation between customers and the bot and you can transfer the bot chat to a live agent as needed. The agent will see the complete chat history in the Agent Workspace.

To do so, transfer your selected chat(s) to a live agent as described in How to transfer a chat.

Note: You can select an agent, a department, or let automatic distribution assign the chat to an available agent.

Canned messages for chat: Using predefined replies

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.

Important: You must have Setup > Chats > Chat Canned Messages permission to use canned messages.

Show or hide canned messages in the workspace

To toggle canned messages on/off while chatting, click the icon that looks like a can at the top of the workspace or on the chat panel when in minimized view.

Insert a canned message

To insert a canned message into an active chat, simply click it.

The message is inserted in the chat panel but not sent. Press Enter to send.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing "Top folder" you can search all available canned messages.

What are best practices for using Canned Messages?

We recommend setting up Canned Messages so that agents can provide quick, canned responses. This allows agents to be more efficient by handling multiple chats at once with the power to send pre-built messages.
Build folders of Canned Messages to be used by different teams
Limit who has access to which Canned Message folders via permission groups
Set up shortcuts and encourage agents to leverage shortcuts
Include hyperlinks, images, and videos
Correlate specific Canned Message folders with a particular chat window
Leverage variables such as ${login.Name} or ${chat.ChatName}
Canned Messages will save your agents time, and result in reduced response times and better customer experiences. Decreased ART and ASA increase efficiency and therefore reduce cost and increase customer satisfaction.

How to transfer a message in the Agent Workspace

You can transfer messages to other Operators or departments in your Bold360 organization.

To transfer a message to another team member, click Transfer at the bottom of the message panel.

Result: You are prompted to select an Operator or department.
Select the receiving Operator or department and click Transfer.
Result: The message is transferred and removed from your workspace (the column closes).

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the message will be assigned back to you if there are no other available Operators.

Transfer messages while monitoring sessions

You can transfer messages to an Operator in your organization while monitoring conversations.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
Select a message on the Queued, or Assigned to Agent tab.
Result: You can select multiple messages to transfer.
Click Assign to... and select an Operator or a department where you want to transfer the message.
Result: Optionally, select Transfer automatically to use automatic distribution for messaging and let Bold360 choose an available Operator.
Click Transfer.
Note: When you transfer a message to an Operator, make sure their workload allows them to take an additional message. The number next to an Operator's name represents their current tasks, excluding emails.

You can also transfer the message to yourself by clicking Assign to me.

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.

Manage incoming messaging items according to rules (Messaging Rules Engine)

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

You must have at least one messaging folder to set up routing rules for your messages. To create a folder do the following:

Create a messaging folder if you haven't done so already:
1. In the Web Admin Center, go to Channels > Messaging > Messaging Folders.
2. Hover your mouse over the Messaging folder and click the Create folder () icon.
3. Name your folder.
Create or edit a messaging rule, as follows:
1. Go to Channels > Messaging > Routing Rules.
2. On the Routing Rules for Messaging page, select an existing rule or click Create New.
Result: The Edit/New Rule page is displayed.
On the Criteria tab, name the rule.
Each rule should have a unique name for easy identification.
Select one or more criteria.
Tip: To enter multiple values in a field, type a string and press Enter.
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.
- Accounts
- Phone Number Contains
- Initial Question Contains
- Departments
- Message Type
Result: The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.
On the Actions tab, choose how to route items when criteria are met:
- Folder, to send the item to a specific folder
- Department, to make the item available to members of a specific department
On the Actions tab, assign attributes to an item when criteria are met:
- Category
- Status
- Urgency
- Difficulty
Result: Agents can use this information to make decisions about how to handle or organize emails.
Save the rule.
Continue to create rules.
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.

Rules are applied to your entire Digital DX account.

Set up automatic distribution for messaging

Automatic distribution for messaging allows you to automatically and intelligently distribute assignment of new, incoming message threads to your agents.

In the Web Admin Center, go to Channels > Messaging > Automatic Distribution.
Result: The Automatic Distribution for Messaging page is displayed.
Select Enable automatic distribution.
Result: This activates AD for all incoming messages in your account.

Options:

Option	Description
Reassign unanswered messages (seconds)	When selected, SMS threads are reassigned to another agent when the originally assigned agent does not accept the thread within the specified period of time. An agent who fails to answer in time is set to Away status to prevent new threads from being assigned.
Concurrent message limit	When selected, the number of threads that can be assigned to each agent is limited. When an agent reaches the limit, they are no longer assigned new threads. This limit setting can be overridden at an individual agent level.
Agents waiting for assignment	When there are fewer incoming threads than agents can handle, some agents will be waiting for an assignment. Threads are assigned to highest ranked agents first, but you can choose an assignment method for agents of the same rank. To determine which waiting agent gets the next item, choose an assignment method: Least Busy. Assign the next incoming thread to the agent who has the fewest active threads and has waited the longest. Choose this to balance the workload between agents. Most Busy. Assign threads to your busiest agents. The next incoming thread is assigned to the agent who is handling the most threads until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents must manage non-messaging tasks along with their messaging related work. Those who are managing messages will stay busy with messages, while others can stay focused on non-messaging tasks. To prevent overload on a single agent, make sure concurrent limits are set. Round Robin Rotate assignment among all available agents 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 agent. Lower ranked agents will only be assigned a thread if all higher ranked agents have reached their limit.

Option

Description

Reassign unanswered messages (seconds)

When selected, SMS threads are reassigned to another agent when the originally assigned agent does not accept the thread within the specified period of time.

An agent who fails to answer in time is set to Away status to prevent new threads from being assigned.

Concurrent message limit

When selected, the number of threads that can be assigned to each agent is limited. When an agent reaches the limit, they are no longer assigned new threads. This limit setting can be overridden at an individual agent level.

Agents waiting for assignment

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

To determine which waiting agent gets the next item, choose an assignment method:

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

Under Manual Reassignment, tell Bold360 how to place customers into the queue when they are reassigned by an agent rather than AD.
You can set this option independently for customers reassigned within a department (From same department) as opposed to between departments (From other departments).
Note: For answered items that are manually reassigned, the queue time is always reset. For automatically assigned items, customers always maintain their place in the queue.
- To place customers 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 customers in the queue based on time already spent waiting, select Maintain place in queue (time is preserved)
Save your changes.
Result: Settings are applied to your entire account except where overridden at the department or agent level.

Canned messages for agents

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

Choose the channel for which you want to create or edit a canned message:
- Chat: Channels > Chat > Canned Messages
- Email: Channels > Email > Canned Messages
- Messaging: Channels > Messaging > Canned Messages
Create, edit, or copy a canned message on the Canned Messages page, as follows:
- To create a new message, click Create New
- To edit, click an existing message
- To copy, click the Copy icon next to an existing message

Name and identify the message so agents can find it:

Option	Description
Name	This is never seen by customers; used to identify and reference the message.
Subject	For messages that are auto answers, the subject is shown to customers as a label in search results.
Keywords	Enter words and phrases that help identify this message as relevant to a conversation.
Shortcut	To use this message, agents can type this shortcut as a /slash command (for example, /shortcutname)

Set the message's Language.
This value acts as a filter to ensure that agents see only messages that match the customer's language or with no value specified. For example, when an Italian speaking customer starts a chat, the agent sees Italian canned messages plus those with no language value.

Result:

Tip: Subject, Keywords, and Body should use the same language.

Type and format the message.

Channel	Options
Chat	HTML* or plain text
Email	HTML* or plain text
Messaging	Plain text
*HTML Variables	For HTML, you can insert variables in `${variable_name}` format. For example, use the variable `${login.ChatName}` to insert the agent's chat name into the canned message. Available variables: `${chat.ChatUrl}` - The URL of the chat from where the customer started the chat session `${chat.ChatName}` - The name of the customer 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 customer. `${chat.CountryCode}` - The two-digit code of the country where the customer started the conversation `${chat.RegionCode}` - The region or ZIP code of the country where the customer started the conversation `${chat.City}` - The city where the customer started the conversation `${chat.VisitEmailAddress}` - Email address of the customer as provided on the pre-chat form `${chat.VisitPhone}` Phone number of the customer as provided on the pre-chat form `${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.

Save your changes.
Result: The canned message is made available for responses to incoming conversations for the chosen channel (Chat, Email, or Messaging).

Remember: Messages that will be used as Auto Answers must be organized in folders as part of Chat Window setup.

What's the difference between canned messages and the Smart Advisor?

The enhanced Smart Advisor 2.0 suggests answers to the agents in real-time based on what the visitor is asking in the chat.

Agents can use both Smart Advisor articles and canned messages in the Agent Workspace. While canned messages are defined in the Web Admin Center, the Smart Advisor panel displays articles taken from a selected AI knowledge base. This knowledge base is selected when Agent and AI are integrated. For more information, see Integrate a chatbot.

The main difference between the two sets of messages is that Smart Advisor offers results in real-time, based on the customer's questions; whereas an agent has to search manually from available canned messages while chatting with a customer. In addition, an agent can suggest an answer as a knowledge base article and this way help improve the knowledge base.

Smart Advisor: Chatbot-assisted conversations

When chatting with a customer, Smart Advisor offers agents potential answers to customer questions either based on the content of the chat conversation or by manual search.

These instant answers ultimately provide better user experience and increase agent efficiency: they allow agents to spend less time searching for answers, and improve Average Speed to Answer (ASA) in reporting.

Note: This feature is only available with a Bold360 AI platform account.

Important: You must have the Actions > Chats > Suggest response as Smart Advisor article permission enabled to use this feature.

During a conversation with the chatbot, customers have the option to connect to an available agent, if there are any. When the chat is transferred, the agent can view the full history of the conversation between the customer and the chatbot and continue that thread. The customer and the agent always use the same set of knowledge base articles.

When the customer sends a message to an agent, the chatbot analyzes that message and offers the most relevant answers to the customer's messages. These answers are listed on the Smart Advisor panel, which replaces the Canned Messages panel when the customer chats in a Bold360 ai chat window. Smart Advisor considers only those customer messages that have been sent since the agent's last interaction.

To copy the best answer to the message panel, click that response. You can edit your message before sending.

If your articles have contexts as well, you can select the relevant article variation from Smart Advisor panel.

Search Smart Advisor for help

You can manually search Smart Advisor articles when you are looking for results not listed automatically. To do so, type your question in the Search field. Automatic suggestions are provided as you type. Titles of the relevant articles are listed dynamically as you type your question. To see the content of an article, click its title. All previously displayed results are removed from the Smart Advisor panel.

To get the best search results, consider the following:

Grammatically accurate words return more relevant answers
Avoid very long phrases and generic statements

How to rate a Smart Advisor response

When Smart Advisor offers you responses, agents can always rate those responses.

Click the arrow on the right of the suggested response to expand the article if not fully visible.
Click Yes or No at the bottom of the article to rate whether the article was helpful.
When you rate an article as not helpful, you can further categorize the problem with the article and suggest improvements. This rating improves the results that Smart Advisor provides.

How to suggest a response as a Smart Advisor article

When you cannot find a relevant answer to a frequent question, you can suggest your response as a Smart Advisor article. After approval, these articles are immediately available to every agent. To make a suggestion, do the following:

Hover the mouse over one of your previous answers.
Click Suggest as article .

Your answer must first be approved by a Bold360 ai knowledge base content manager before it becomes an article. You will not get any notification when your answer is approved.

Digital DX AI setup

The Digital DX AI platform offers customers chatbot-enabled self-service and introduces Smart Advisor, which provides agents with the best possible answers to customer questions during chat. The chatbot handles customer queries and provides a consistent front-line customer care experience. This way, Digital DX delivers the best of both chatbots and agents to solve customer issues.

Note: This feature is only available with a Digital DXAI platform account.

With your Digital DX AI platform account, you also get access to the Web Admin Console, where you can customize your AI-enabled chat window. Here you can also manage the content of the knowledge base that contains help articles that both the chatbot and the Smart Advisor panel show. The Digital DX AI platform is a service that provides a chat window with AI-enabled customer assistance after it is integrated into Digital DX. The layout of the chat window and the content of the help articles are controlled by the AI Console.

To use Digital DX AI, you must set up a link between the Web Admin Center and the AI Console by creating API keys:

To use the chatbot, create an API key, which connects the Digital DX AI and Agent platforms
To set up channeling, create a Digital DX Agent API access key. Depending on the number of channeling paths, you may have to create multiple Digital DX API access keys.

If set up correctly, customers receive self-service help from the chatbot and agents can use Smart Advisor to answer customer queries. See Smart Advisor: Chatbot-assisted conversations.

About channeling

When your customers request help from a human agent while interacting with the bot, the chat is escalated to a live agent in your organization. In the Web Admin Console (for the AI platform), chat escalation is called channeling. You may set up multiple channels to cater for your customers' needs. For example, you may use different knowledge bases to serve different audiences, in which case you must set up a channel for each knowledge base. With the Digital DX Agent API access key, channel settings are linked to a chat window and during channeling these settings are applied.

Whether customers receive help from the bot or chat with a live agent, they see the same chat window. Customers do not experience any change when a chat is seamlessly transferred from the chatbot to a live agent. They continue the conversation in the same window.

Figure 1. Customer's view when Digital DX AI is activated

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 automatically activate chats (Automatic Chat Distribution)

Use Automatic Chat Distribution (ACD) to automatically place agents in an active chat session without agent interaction.

For example, you can automatically invite customers to chat with an agent when they have been on a particular page for a certain time, clicked a link or revisited a URL. Automatic Chat Distribution balances the number of customers in queue and the agent's workload in order to keep the rate of invitations at a maintainable level and the agent's chat queue saturated.

In the Web Admin Center, go to Channels > Chat > Automatic Distribution.
Result: The Automatic Distribution for Chat window is displayed.
Select Enable automatic distribution.
Result: This activates ACD at the account level.

Select the following options:

Option	Description
Initial assignment delay	When Automatic Chat Distribution is enabled, you can delay the automatic assignment of chat sessions by the defined time. This way, you can keep chats in queue - in unassigned status - for an extended period.
Reassign unanswered messages (seconds)	When selected, chats are reassigned to another agent when the originally assigned agent does not answer the chat session within the specified period. In practice this means that a chat is answered by another agent when the originally assigned agent fails to respond. An agent who fails to answer in time is set to Away status to prevent new chats from being assigned. The agent must then explicitly set their status to Available.
Reassign messages after agent disconnected (seconds)	When an agent disconnects (for example, after logging out), Automatic Distribution reassigns all active chats to other agents after the defined period of time. When the agent disconnects due to network connectivity issues, chats are reassigned after at least two minutes. Therefore, even if you set the Reassign messages after agent disconnected value to 30 seconds, chats will only be reassigned after two minutes. Keep in mind that if no agents are available to take additional workload then chats will be placed in queue and their waiting time will be counted from the time the customer started the chat.
Concurrent chat limit	When selected, the number of chats that can be assigned to each agent is limited. When an agent reaches the chat limit, they are no longer assigned new chats. This limit setting can be overridden at an individual agent level. Chat and discussion difficulty affects this limit.

If you choose to limit concurrent chats, the following options are also available:

Option	Description
Show queue position	When no agents are eligible to receive new chats (all have reached their maximum concurrent chats limit), then new chats are placed in a queue. When selected, customers see their position in the queue in the chat window. Agents can manually start chatting with the next customer in queue as described in How to manually start chatting with the next customer in queue.
Estimated wait time	With this option it is possible to display the approximate waiting time to visitors who are waiting in the queue for agent chat. This option can be enabled if the Show queue position option is active. The estimated wait time is calculated based on previous wait times and the visitor's position in the queue.
Enable exit from queue	When selected, customers in the waiting queue are presented a button that cancels the chat and displays the unavailable form (if enabled).
Queue length limits	Maximum in queue: Do not allow new chat sessions when the total queue size reaches this number. Average per agent: Disable the Chat Button when the total number in the queue divided by the number of available agents reaches this number.
Invitation throttling	The invitation throttle controls the balance between the number of invitations sent and the risk that your target queue is exceeded. This helps you avoid long queues of unassigned chats when more customers accept invitations than agents can handle. Throttling options: Target queue size. The target number of chats that you are willing to leave queued for assignment. The invitation throttle adjusts the number of invitations sent in order to optimize queue size. Note: The target queue size is independent of the Disable chat queue size setting. Chat becomes unavailable when the target queue size reaches a number equal to or less than the Disable chat queue size. You are recommended to set a higher threshold for the Disable chat queue size setting than your target queue size. Expected acceptance rate. The expected likelihood that an invitation will be accepted. You can choose your own percentage or use the calculated value, which is based on a moving average of the actual acceptance rate over approximately one week for the given account or department. Throttling rate. This is your willingness to risk that more invitations will be accepted than your target queue size. When you choose a lower risk option, fewer invitations are sent, thus decreasing the potential number of acceptances. The options represent a 50%, 5% and 0.1% probability that you will exceed the target queue size, assuming that the expected acceptance rate is accurate. Note: For optimal results, make sure that the expected and real acceptance rates correlate closely. If the rates diverge, either you will not be sending out as many invites as you are able to handle, or your target queue size will be frequently exceeded.
Allow customers to enter queue upon Available click	Decide how to handle new chat sessions when a customer clicks a button shown as Available, but meanwhile all agents become unavailable. You can override other queue limits and allow them to enter the queue according to the following limits: Max. in queue upon Available click: Allow the queue to reach this limit before preventing new chat sessions. Concurrent chat limit upon Available click: Allow agents to reach this limit before they are no longer assigned chats.

Define the difficulty level for chats and discussions. These limits are used to calculate agent chat capacity when concurrent chat limit is enabled.
Note: You can change chat difficulty at department level only.
How is agent chat capacity calculated?
Suppose concurrent chat limit is set to 3, chat difficulty has a multiplier of 1, and chat discussion difficulty has a multiplier of 0.5. When an agent has two ongoing chats (counts as 2 x 1 concurrent chats) and a chat discussion (counts as 1 x 0.5 concurrent chat) then the concurrent limit is 2.5. In this case, - since chat capacity is 0.5 - the agent can still receive an additional discussion task, but cannot receive new chats.

When there are fewer incoming chats than what agents could handle, some agents will be waiting for an assignment. Chats are assigned to highest ranked agents first, but you can choose an assignment method for agents of the same rank. See How to assign chats to certain agents before others (ranking within department).

Option	Description
Agents waiting for assignment	To determine which waiting same-rank agent gets the next chat, choose an assignment method: Least Busy. Assign the next incoming chat to the agent who has the fewest active chats and has waited the longest. This naturally means that if you have multiple agents available with no chats, ACD will assign the next incoming chat to the agent who has been in Available status for the longest period of time. Choose this to balance the chat workload between agents. Most Busy. Assign chats to your busiest agents. The next incoming chat is assigned to the agent who is handling the most chats until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents 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 agent, make sure concurrent chat limits are set. Round Robin Rotate chat assignment among all available agents 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 agent. Lower ranked agents will only be assigned a chat if all higher ranked agents have reached their limit. Note: If you are using difficulty-based distribution, chats are assigned to the agent within the same rank who is working on chats with the lowest total relative difficulty. For example, an incoming chat will be assigned to an agent handling one difficulty 3 chat before an agent who is handling four difficulty 1 chats.

Option

Description

Agents waiting for assignment

To determine which waiting same-rank agent gets the next chat, choose an assignment method:

Least Busy. Assign the next incoming chat to the agent who has the fewest active chats and has waited the longest. This naturally means that if you have multiple agents available with no chats, ACD will assign the next incoming chat to the agent who has been in Available status for the longest period of time.
Choose this to balance the chat workload between agents.
Most Busy. Assign chats to your busiest agents. The next incoming chat is assigned to the agent who is handling the most chats until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents 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 agent, make sure concurrent chat limits are set.
Round Robin Rotate chat assignment among all available agents 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 agent. Lower ranked agents will only be assigned a chat if all higher ranked agents have reached their limit.

Note: If you are using difficulty-based distribution, chats are assigned to the agent within the same rank who is working on chats with the lowest total relative difficulty. For example, an incoming chat will be assigned to an agent handling one difficulty 3 chat before an agent who is handling four difficulty 1 chats.

Under Manual reassignment, tell Bold360 how to place customers into the queue when they are reassigned by an agent rather than ACD.
You can set this option independently for customers reassigned within a department (From same department) as opposed to between departments (From other departments).
Note: For answered items that are manually reassigned, the queue time is always reset. For automatically assigned items, customers always maintain their place in the queue.
- To place customers 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 customers in the queue based on time already spent waiting, select Maintain place in queue (time is preserved)
Save your changes.
Result: Settings are applied to your entire account except where overridden at the department or agent level.

Provide a chat window in multiple languages

You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link. Multi-language set-up for chat windows is part of the customization procedure.

Create or edit a chat window, as follows:
1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
2. Select an existing chat window or click Create New.
On the Customization tab under Languages, choose the languages in which you want the chat window to be made available.
Set a Primary Language.
The primary language is shown to customers when no translation is available in their own language.

Example: For example, if English is your default language, a customer from Poland sees the chat window in English unless you specifically select Polish as a provided language and add a Polish translation.
Customize the window and translations, as follows:
1. Select an item under Main group > Key group > Key.
2. Under Edit Content, choose the language you want to edit.
3. Change the text or settings.
4. Continue making other changes.
5. Save your changes.
Remember: Digital DX provides translations in the following languages: English (en-US), Dutch (nl-NL), French (fr-FR), German (de-DE), Italian (it-IT), Spanish (es-ES), Portuguese (pt-BR). For all other languages, you must provide your own translations.
Save your changes.

Can I allow customers to choose a language on the pre-chat form?

Yes. Go to Channels > Chats > [New Chat Window] > Pre-chat form > Standard Fields > Language Selector.

How does Digital DX know which language to show to a customer?

Customer language is determined as follows:

Selection made by the customer on the pre-chat form (stronger than all other parameters)
Language parameter passed by the HTML snippet
Customer's browser language setting
Customer's IP

Digital DX looks for a customized (localized, translated) chat window for the chosen or detected language. If no customized window exists, the default language is shown.

Tip: The customer's language is saved as a property of the chat. This property can be used for routing chat, and can be displayed to the agent. A language property can also be set for departments, allowing automatic filtering.

Remember: To implement a chat window, you must associate it with a chat button.

Troubleshooting Bold360

A checklist of the most common communication issues when logging in to Bold360.

Connection issues due to proxy settings

You may encounter connection issues if your proxy is not configured properly. Since Bold360 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.

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?

See Set up a Facebook Messenger account and How to renew connection 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:

Chat Summary report
ACD Summary report
Chat Assignment report
Activity and Productivity types of the Operator Reports
Answered, Chat Duration, and Average Time in Queue types of the Service-Level Analysis report reports

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 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.

Where to find customer information in the Agent Workspace

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
In Monitor View, select a chat and click Show info at the top of the information panel on the right

Figure 1. Operator's experience in Monitor View
In the Agent Workspace, click Show info next to the customer's name in compact view

Figure 2. Operator's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, Operators can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name: The name of the customer as entered on the pre-chat form.
Email: The email address of the customer.
Phone number: The phone number of the customer as entered on the pre-chat form.
Customer Info: Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref: Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID: The Bold360-assigned unique identifier of the customer.

Location

City / region: The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country: The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question: The first question that the customer asked.
Custom fields: Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department: The Bold360 department of the chat, email, or message work item.
Folder: The folder that stores the conversation between the customer and the Operator over a specific communication channel.

Info

Chat ID

Bold360-assigned unique identifier for each chat.

Visit ID

Bold360-assigned unique identifier for each site visit.

IP Address

The IP address of the customer.

Reverse IP Address

The host name associated with the customer's IP address.

Website

The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.

Client type

Client type of the chat that the chat assignment belongs to.

Chat Launch URL

The URL of the website where the customer started the chat.

Current URL

The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.

Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason

Displays the reason the chat ended:

Unknown - There is no specific reason for ending the chat
Agent - Operator ended the chat
Customer - Customer manually ended the chat
Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created: Time and date when the customer clicked the chat button. Available for chat and message channels.
Started: Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered: Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered: The time and date when the last assigned Operator answered the chat or email. Available for chat and message channels.
Updated: The last time the chat was updated. Available for chat and message channels.
Total response time: The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent Operator reply. When there are multiple customer messages before the Operator's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed: Time when the customer closed the chat window. Available for the chat channel.
Closed: The time and date when the work item was closed. Available for chat and message channels.
Ended: Time when the chat ended. Available for the chat channel.
Flagged: Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language: Language of the Operator as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages: Number of messages the Operator has sent. Available for chat and message channels.
Customer messages: Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages: Number of customer-sent messages received since the last Operator message. Available for chat and message channels.
Last message person type: The person who sent the most recent message, which is either the customer or the Operator. Available for chat and message channels.

Post-Chat form

Net Promoter Score: Displays the Net Promoter Score (NPS) of the Operator on a 1 to 10 scale as evaluated by the customer.
Responsiveness: Displays the level of responsiveness of the Operator on a 1 to 5 scale as evaluated by the customer.
Professionalism: Displays the level of professionalism of the Operator on a 1 to 5 scale as evaluated by the customer.
Knowledge: Displays the level of knowledge of the Operator on a 1 to 5 scale as evaluated by the customer.
Overall: Displays the level of overall satisfaction of the customer with the Operator on a 1 to 5 scale.
Comments: Comments of the Operator about the customer on the post-chat form.
Experiments: The experiments in which the customer participates.

Wrap-up

User category: The User category that the Operator selects in the post-chat form.
Status: Status of the customer as selected by Operator in the post-chat form.

Custom field 1: The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2: The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Building a successful Acquire campaign in Bold360 or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name: Name of the outreach activity (campaign) that started the chat.
Action: Name of the action in the outreach activity that was triggered.
Criteria: Displays the outreach activity's rules.

How to set text size for conversations in the Agent Workspace

For better visibility, you can change the text size of messages on your chat panel while in chat with a customer. Use this feature if you find it difficult to read smaller font sizes or views on screen.

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
Start a chat with a customer.
At the bottom left of the workspace, hover the mouse over the icon with your initials and select Accessibility > Text size for conversations.

The text size panel is displayed at the top of your chat panel.
Set the new text size.

The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

Set agent permissions: Create or edit a permission group

Use permission groups to set the features and folders your agents can access. An agent's permissions depend on the rights and restrictions set for the group to which they are assigned.

Create or edit a permission group, as follows:
1. In the Web Admin Center, go to Organization > Permission groups. The Permission Group Management page is displayed.
2. Select an existing permission group or click Create New.
Result: The New/Edit Permission Group page is displayed.

On the Account tab you can set the following permissions:

Option	Description
Access agent list in monitor view	Allow group members to view agents' workload in Monitor View.
Access Audit Log	Allow group members to view audit logs of the Admin Center on the General > Audit Log page. See View changes in the Admin Center.
Access Automatic Chat Distribution Settings	Allow group members to change settings on the Channel > Chat > Automatic Distribution page in the Admin Center. See How to automatically activate chats (Automatic Chat Distribution).
Access Automatic Email Distribution Settings	Allow group members to access the Channel > Email > Automatic Distribution page in the Admin Center. See Set up automatic distribution for email.
Access Automatic Messaging Distribution Settings	Allow group members to change settings on the Channel > Messaging > Automatic Distribution page in the Admin Center. See Set up automatic distribution for messaging.
Access Data Retention Settings	Allow group members to change settings on the General > Data Retention and General > Data Protection pages in the Web Admin Center. See Data Protection.
Access Login Control Settings	Allow group members to change settings on the General > Login Control page in the Web Admin Center.
Access Mobile Dashboard	Allow group members to log in to the Mobile Dashboard.
Change Another Agent's Status	Allow group members to change the availability of other agents in the Agent Workspace.
Change Website Data Validation Settings	Allow group members to change the website data validation settings when setting up a website on the Organization > Websites page in the Admin Center.
Edit Agent Workspace Settings	Allow group members to change the settings related to the functionality of the Agent Workspace.
General Account and Restrictions Settings	Allow group members to change the following account settings in the Web Admin Center: Invitation settings PIN invitation settings Regional settings General account restrictions Singe Sign On settings API key and trigger settings Geofluent auto-translation settings
Generate Chat Button HTML	Allow group members to generate chat button HTML when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page. See Generate chat button HTML.
Generate Conversion Tracking HTML	Allow group members to generate conversion tracking HTML code when setting up conversion codes on the Customers > Conversion Codes page. See Set up conversion tracking.
Generate Customer Monitor HTML	Allow group members to generate Customer Monitoring HTML code when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page.
Have Plugins Enabled	Not in use.
Modify Folders	Allow group members to modify folders for chat, email, messaging, and Canned Messages.
Replace Canned Messages	Allow group members to replace Canned Messages in the desktop client.
Setup Rules Engines	Allow group members to set up rules for managing incoming chats or visits on the following pages: Channels > Chat > Routing Rules Channels > Messaging > Routing Rules Channels > Email > Routing Rules See Manage incoming chats according to rules (Chat Rules Engine).
Use Email Signatures Setup	Allow group members to define email signatures when setting up an email account on the Channels > Email > Email Account page. To add a signature, select Outgoing email footer on the Format and content tab. See Set up an email account.
Use Personal Canned Messages	Allow group members to change settings on the Setup > My Canned Messages Setup page in the Digital DX Desktop Client.
View Assignment History	Allow group members to view the assignment history of work items both in their workspace and in Monitor View. See How to find customer and assignment history.
View Dashboard	Allow group members to log in to the Dashboard. See Monitoring your Organization (Dashboard).
View Workspace	Allow group members to log in to the Agent Workspace.
View/Undelete from Recycle Bin	Allow group members to manage the recycle bin by clicking View list of deleted items where available on Web Admin Center pages. See Data Retention Options.

Enterprise and Premier subscribers may see additional permissions.

On the Actions tab, set permissions controlling group members' use of specific features within the following major feature sets:
- ActiveAssists
- Chats
- Contacts
- Customers
- Emails
- Messaging
- Remote Access
- Reports
On the Setup tab, set permissions controlling group members' ability to set up entities in the following categories:
- ActiveAssist (cobrowse bookmarks)
- APIs (API settings, integration API triggers)
- Chats (chat buttons, Canned Messages, categories, custom fields, statuses, chat windows, floating chat buttons)
- Contacts (categories, custom fields, statuses)
- Customers (conversion codes)
- Emails (categories, custom fields, statuses, accounts, email redirects)
- General (agent statuses, agents, departments, integrations, knowledge bases, permission groups, salesforce connectors, spell checkers, websites)
- Invitations (auto-invite rulesets, custom chat invitations)
- Messaging (Canned Messages, categories, custom fields, SMS accounts, statuses)
- Tickets (categories, custom fields, statuses)
- Twitter (categories, custom fields, statuses, accounts)
Enterprise and Premier subscribers may see additional permissions.
On the Folders tab, set permissions controlling group members' ability to manage folders for the following:
- ActiveAssists
- Chats
- Contacts
- Customers
- Emails
- Messaging
- Reports
- Tickets
- Twitter
Enterprise and Premier subscribers may see additional permissions.
On the Departments tab, control group members' ability to see operators and departments outside of their own.
- Not Visible. Members can neither see nor transfer items to the department and its operators.
- Department Visible. Members can see and transfer items to the department, but not its operators.
- Operators Visible. Members can see and transfer items to the department and its operators.
To make the permission group default for all subsequently created agents, click Set as default on the Account settings tab.
Save your changes.

Remember: To assign an agent to permission groups, go to Organization > Agents > Agent Information.

What are best practices for using permission groups?

Digital DX offers two out-of-the-box permission groups. Our best practice recommendation is to review, and edit or add additional permission groups. Permission groups should be customized based on an organization's needs to allow different groups to setup what each user is allowed to do in Bold360 Agent. These can apply to agents or departments within an organization.

With as flexible as our permission settings are, the best approach is to think of different personas (agents, admins, supervisors, reporting analysts, content managers, and so on) and creating permissions that suit this persona. For example, you wouldn't want to give an agent access to setup and you wouldn't want reporting teams to be able to set themselves as available in the queues.

Our out-of-the-box permission groups (Administrator and Operator) are simply starting places, and we recommend reviewing and customizing them to fit your organization's needs. Create permission groups to prevent cherry picking of chats, emails, and so on by limiting visibility into the queue and specific folders, allow remote control/co-browse, create different groups with different abilities for different positions (agents, supervisors, team leads, managers, admins, developers), prevent transferring work items to individuals and only allow to do so at department level.

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 start a co-browse session

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

Agent:
- Windows ? Chrome, Firefox, Microsoft Edge
- Mac ? Safari
Customer:
- Windows ? Chrome, Firefox, Microsoft Edge
- Windows ? Internet Explorer 9, 10, 11 (agent unable to click links for customer)
- Mac ? Safari (agent unable to use back/forward buttons)
- iOS ? Safari
- Android ? Chrome

Privacy considerations: During a co-browse session, agents can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your agents to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

Activate a chat.
Click the Co-browse icon.

Result: The customer is prompted to allow co-browse.
The customer must click Yes.
Result: The co-browsing session begins.

Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
Restriction:
- Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
- Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.

While co-browsing, you have the following options:

Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
Reload ? Refreshes the current page being shown
URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
Stop ? Ends the current co-browse session, but chat remains active

For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to schedule reports

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

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

At the top of the page, go to the Scheduled tab.
Your scheduled reports are listed in order of creation.
Click the name of the report that you want to update.
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?

Go to the Reports menu.
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.

Click New Report in the top-right corner.
Select a report from the list on the left.
Select the date range of your report on the right.
From the drop-down list next to the date picker, select how you want to group your report.
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.

Customize a layered chat window

Adapt the look and feel of your chat windows to your design and locale.

Fastpath: In the Web Admin Center, go to Channels > Chat > Chat Windows > [New or existing window] > Customization.

You can customize the following interface elements:

Window texts, messages and labels
Colors
Logo and images
Layout and custom events

You can use key chaining to reuse values for related elements.

Layout overview

A layered window has the following variables of individual elements:

General Text Color
Header Font Color
Header Background Color
Operator Message - Message - Font Color
Operator Message - Name - Font Color
Operator Message - Time - Font Color
Operator Message Background Color
Customer Message - Message - Font Color
Customer Message - Name - Font Color
Customer Message - Time - Font Color
Customer Message Background Color
Button Font Color
Link Font Color
Required Font Color
Message Input Font Color
Message Input Background Color
Button Background Color
Message Input Container Background Color
Content Background Color (R,G,B)

Overview of customization setting groups

The following table describes the key areas that you can customize for layered chat windows in Digital DX:

Main group - Key group	Description
Layered - Basic > AutoAnswers	Defines Auto Answers messages for your customer self-service. For more information, see Auto Answers: Customer self-service.
Layered - Basic > Colors	Defines the color scheme of your layered chat window. For more information, see Colors (Layered - Basic).
Layered - Basic > Other	Defines the default customer name, submit button caption and welcome message. The default customer name is displayed when a pre-chat form is not available or the customer does not provide a name.
Layered - Basic > Window	Defines the size and title of the chat window.
Layered - Chat page > Buttons	Defines the button caption for ending the chat session.
Layered - Details > ACD	Defines messages that the Automatic Distribution system displays to customers while they are waiting for an agent in queue.
Layered - Details > ActiveAssist	Defines messages for the customer before and during co-browse sessions.
Layered - Details > Buttons	Defines the button captions for closing the chat window, sending a message, submitting a form, as well as button captions related to video sessions.
Layered - Details > Chat Frame	Defines captions, labels, and icons of the chat window.
Layered - Details > Chat Transcript	Defines labels of the chat transcript dialog.
Layered - Details > Chat Window	Defines system messages in the chat window.
Layered - Details > Colors	Defines additional color schemes for your layered chat window. For more information, see Colors (Layered - Details).
Layered - Details > Includes	Defines CSS styles for the chat window and for the page where the chat window is displayed.
Layered - Details > Miscellaneous	Various labels and messages related to unavailable agents, video chats, auto-translated messages, and basic action buttons, such as Yes, No, OK, and Cancel.
Layered - Details > Post Chat Survey	Defines button captions and labels on the post-chat form.
Layered - Details > Pre Chat Survey	Defines button captions and labels on the pre-chat form.
Layered - Details > Remote Control	Defines button captions, labels and messages when the customer is in a remote control session.
Layered - Details > Unavailable Email	Defines system messages and labels for the email that customers can send when chat is not available.
Layered - Post chat > Buttons	Defines the button caption for sending the post-chat form.
Layered - Pre-chat > Buttons	Defines the button caption for starting the chat session from the pre-chat form.
Layered - Unavailable email > Buttons	Defines the button caption for closing the chat window after the customer sends an email when chat is not available.

Window texts, messages, and labels

Window texts, messages and labels can be customized per language. See also Provide a chat window in multiple languages.

Colors (Layered - Basic)

Define the basic color scheme of layered windows.

Tip: As a general rule, variable names reflect the name of the corresponding key. For example, you can refer to the Header Font Color key with the header_font_color variable.

Key	Variable and default value	Description
Button Background Color	`button_background` Default: #01A5EE	The background color of buttons in the chat window, such as the Send and Start Chat buttons.
Content Background Color (R,G,B)	`content_background_color` Default: 35, 35, 35	The background color of the inner chat window, where customers see the messages.
Content Background Transparency	`background_transparency` Default: 0.65	The transparency of the inner chat window.
Customer Message - Message - Font Color	`visitor_message_font_color` Default: #000000	The color of the customer's message.
Customer Message - Name - Font Color	`visitor_message_sender_color` Default: #FFFFFF	The color of the customer's name.
Customer Message - Time - Font Color	`visitor_message_sent_color` Default: #FFFFFF	The color of the time stamp when the customer sent the message.
Customer Message Background Color	`visitor_background` Default: #3DC8F3	The background color of the customer message container.
General Text Color	`text_color` Default: white	The color of system messages and labels.
General Text Font	`text_font` Default: sans-serif	The font family of system messages and labels.
General Text Size	`text_size` Default: 1em	The font size of system messages and labels.
Header Background Color	`header_background_color` Default: #01A5EE	The background color of the chat window's header.
Header Font Color	`header_font_color` Default: #FFFFFF	The color of the label in the chat window's header. To change the label of the chat window, go to Layered - Basic > Window > Window Title.
Message Input Background Color	`message_input_background` Default: #FFFFFF	The background color of the input field, where customers type their messages.
Message Input Container Background Color	`message_input_container_background_color` Default: #232323	The border color of the message input field and the Send button at the bottom of the chat window.
Message Input Font Color	`message_input_font_color` Default: #000000	The color of customer messages as they type.
Operator Message - Message - Font Color	`operator_message_font_color` Default: #E7E7E7	The color of agent messages.
Operator Message - Name - Font Color	`operator_message_sender_color` Default: #B2B2B2	The color of the agent's name.
Operator Message - Time - Font Color	`operator_message_sent_color` Default: #3DC8F3	The color of the time stamp when the agent sent the message.
Operator Message Background Color	`operator_background` Default: #232323	The background color of the agent message container.

Colors (Layered - Details)

Key	Variable and default value	Description
ActiveAssist Activity Background Color	`aa_background` Default: ${form_background}	The background color of the message that describes the co-browse activity.
ActiveAssist Activity Font Color	`aa_color` Default: ${text_color}	The color of the message that describes the co-browse activity.
ActiveAssist Message - Message - Font Color	`aa_message_font_color` Default: ${operator_message_font_color}	The color of co-browse system messages.
ActiveAssist Message - Name - Font Color	`aa_message_sender_color` Default: ${operator_message_sender_color}	The color of the agent's name who started the co-browse session.
ActiveAssist Message - Time - Font Color	`aa_message_sent_color` Default: ${operator_message_sent_color}	The color of the time stamp when the agent started the co-browse activity.
ActiveAssist Message Background Color	`aa_message_background` Default: ${operator_background}	The background color of the co-browse message container.
Button Font Color	`button_font_color` Default: ${text_color}	The color of button labels.
Dialog Background Color	`dialog_background` Default: ${text_color}	The background color of dialogs, such as when the agent asks the customer for remote control permission.
Dialog Button Font Color	`dialog_button_font_color` Default: ${text_color}	The color of the button labels in chat window dialogs.
Dialog Cancel Button Background Color	`dialog_cancel_background` Default: ${form_background}	The background color of the Cancel button in dialogs.
Dialog Font Color	`dialog_font_color` Default: ${form_background}	The color of dialog texts.
Dialog OK Button Background Color

Show a different chat button image when agents are available/unavailable

To ensure that customers are properly informed about agent availability, you can choose to show a specific chat button image when at least one agent is available and another (or none) when no agents are available.

This feature is part of the chat button setup process for both floating and static buttons.

Create or edit a fixed-position (static) or floating chat button, as follows:
1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
2. Select an existing chat button or click Create New.
On the Settings tab in the Display section under When Unavailable, choose the expected behavior when no agents are available:
- Show Unavailable Button: When no agents are available, the Unavailable chat button is displayed to customers as displayed on the Preview pane.
- Show No Button: When no agents are available, no button is displayed to customers.
- Show Available Button: When no agents are available, the Available chat button is displayed to customers as displayed on the Preview pane.
You can also select a custom image for your available and unavailable agents that customers can see. To do so, select the Custom image source and enter the available and unavailable chat image URLs into the corresponding fields.
Save your changes.
Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Customize chat button appearance, position, animation

Change the look and behavior of your chat button.

Create or edit a fixed-position (static) or floating chat button, as follows:
1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
2. Select an existing chat button or click Create New.
To change your chat button's appearance, go to the Settings tab under Display.
For floating chat buttons you have these additional options:
- To control where your floating chat button displays on the customer's browser page, go to the Settings tab under Positioning
- To control how your floating chat button is animated when shown to the customer, go to the Settings tab under Animation
Save your changes.
Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Set a chat button to be shown in specific countries

You can set chat buttons to be shown to customers in specific countries.

This feature is part of the chat button setup process for both floating and static buttons.

Create or edit a fixed-position (static) or floating chat button, as follows:
1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
2. Select an existing chat button or click Create New.
At the bottom of the Settings tab, under Locale, clear the checkbox for Show to all countries.
Select countries to include or exclude.
Save your changes.
Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Associate chats (a chat button) with a department

Associate a chat button with a department to allow chats originating from the button to be tagged with department metadata, which can then be used to assign and organize chats.

This feature is part of the chat button setup process for both floating and static buttons.

Create or edit a fixed-position (static) or floating chat button, as follows:
1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
2. Select an existing chat button or click Create New.
On the Settings tab, choose the Department to associate with the chat button.
Save your changes.
Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Set the chat window seen by customers

To choose the actual interface seen by customers upon clicking a chat button, you must associate your chat button with a chat window.

This feature is part of the chat button setup process for both floating and static buttons.

Create or edit a fixed-position (static) or floating chat button, as follows:
1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
2. Select an existing chat button or click Create New.
On the Settings tab, choose the Chat Window to associate with the chat button.
Save your changes.
Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

How to accept a chat

To work with a chat, click it on the left side of the workspace under Live Sessions.

A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
Under Live Sessions, click any chat.
Result: The chat opens in a column in the workspace to the right and is ready to work with.
To accept a chat without working on it right away, click Quick Accept.
Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.
A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another agent and the status of the current agent is set to Away.

What can you do during a chat session?

View customer information and history

When a chat is minimized, click Show info.

When maximized, click the Customer info button at the top of the workspace.

Show custom integrations

Maximize the chat. Custom integrations are displayed at the top of the workspace.

Send a link to a web page (URL)

In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.

Push a web page (URL)

In the chat panel, use Push web page to automatically open a URL in the customer's default browser.

Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.

Insert an image (URL)

In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.

Transfer a file

When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.

To enable file transfer, see Enable file transfer in the chat window.

Flag a chat

You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an agent removes the flag.

Note: You can also flag chats in Monitor View.

Increase text size of your chat panel

For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations.

Block a customer from chatting with agents

Click the hand icon to block a customer from chatting with agents of your organization. An admin can later unblock the customer. See How to block customers during chat.

End the chat

Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:

Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
No, continue the chat - Select if you want to continue the conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end chat.

What are best practices for agents?

Use standard greeting
Use Quick accept when on multiple chats
Reply quickly even if it to say you need more time
Use Canned Messages for standard responses
Use a simple pre-chat form and do not make too many fields mandatory
Ask for feedback (CSAT survey)
Use meaningful wrap-up (disposition codes)
Increase text size for accessibility purposes as applicable
Leverage suggestions for agent feedback on chatbot content
Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.
Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

How to view agents' workload and availability in Omni-queue

When multiple channels are included in a single queue, called Omni-queue, you can get an overview of agents' combined workload on all those channels.

To see agents' workload in Omni-queue, do the following:

Sign in to the Agent Workspace.
Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
Go to the Live Workload tab.
At the top of the page, select Departments or Agents depending on what details you want to see:
- The Departments page show you the number of active work items for each department per channel. This list refreshes every five minutes.
- The Agents page lists workload and availability for each agent who is currently signed in the Agent Workspace. This list refreshes every minute.

At the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Channels included in Omni-queue are listed as a single queue. In the following example, channels for chat, email, and messaging apps are included in Omni-queue, while work items (customers) for SMS and Facebook Messenger have their own queues:

Note: You can only see those channels that are enabled for you and that you have permission to view.

Frequently Asked Questions about Omni-queue

Is Omni-queue a new channel?

No. Omni-queue is simply a queue. It includes as many existing Digital DX channels as an admin needs. An admin may choose to add all channels or only some to Omni-queue, but this does not make Omni-queue a new channel. Agents receive work items from all channels included in Omni-queue.

How do I receive work items in Omni-queue?

Agent availability in Omni-queue is controlled by a separate status button in Agent Workspace. Therefore, agents can make themselves available on multiple channels by a single click. Similarly, when agents change their status, that is applied to all channels in Omni-queue at once.

Note: Agents would still have to change their status on other channels separately. For example, if SMS is not part of Omni-queue, agents have to change their status at two places when they go on a break.

Can agents receive work items on all channels included in Omni-queue?

No. When a channel is disabled for agents, they do not receive work items on that channel, even if the channel is included in Omni-queue.

I used to see an icon for the chat channel in the bottom-left corner of Agent Workspace, but it disappeared. What now?

That's because the chat channel has been either disabled for your user or added to Omni-queue. When you have Omni-queue enabled, hover over the icon in the bottom left of the Agent Workspace to see all channels included in Omni-queue. If you do not see the channel you are looking for, contact your Digital DX admin.

How to turn on/off notifications for incoming chats, emails

You can set the Agent Workspace to either play a sound or not when you receive a chat or email.

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.

Note: You cannot change the sound volume of notifications.

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:

The customer clicks a chat button on a website This is when a chat is in Created status.
The customer fills in the pre-chat form and clicks "Start". This is when chat status changes to Started.
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.
The agent answers the chat, and chat status changes to Answered.
The customer or the agent ends the chat, and chat status changes to Ended.
The agent fills in the wrap-up form and chat status changes to Closed.
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.

A chat begins with the customer clicking a chat button on a website. This is when the chat is in Created status.
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.
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.
From here on, the chat's lifecycle is the same: the chat is first Answered, then Ended, and finally Closed.

How to join a chat during an internal discussion

During a discussion, the original agent may want the discussion partner to join the chat and help answer the customer's query.

To join a chat, click Join at the bottom of the Discussion panel in your Workspace or at the bottom of the Customer History panel in Monitor View.

Once you are a participant, you can start chatting directly with the customer. The customer is notified in the chat window about your arrival.

When you are done, you can leave the chat by clicking Leave Chat.

Figure 1. Agent view of the discussion

Figure 2. Customer view of the discussion

What keyboard shortcuts does the Agent Workspace have?

Use these keyboard shortcuts to get around quickly in the Agent Workspace.

Ctrl + Alt + H: View a list of all available shortcuts.
You can also hover the mouse over the icon with your initials in the bottom left corner of the Agent Workspace and click Settings.

Tip: This is also where you can toggle shortcuts on and off. This is useful if you are using one of the Agent Workspace shortcuts for another purpose.
Ctrl + Alt + I: Move up to focus on the next item in the task column (along the left side of the workspace).
Ctrl + Alt + K: Move down to focus on the next item in the task column (along the left side of the workspace).
Ctrl + Alt + J: While working in a column on the right side of the workspace, move left to the next open item.
Ctrl + Alt + L: While working in a column on the right side of the workspace, move right to the next open item.
Ctrl + Alt + M: Switch between extended (maximized) view of the active task and simple (minimized) view of multiple tasks.
Ctrl + Alt + N: When viewing multiple items, this opens and closes the Customer Info section of the active task.
Ctrl + Space: While in the chat field, check for Smart Responses
Enter: Accept the selected item and begin working on it
Shift + Enter: Accept an item without working on it right away (Quick Accept). If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.

You can display additional record details on the Salesforce panel both in compact and expanded modes.

Remember: When you search for a record in the Bold360 Salesforce panel, the results are listed in compact mode. To switch to expanded mode, click the arrow to the right of the Salesforce record.

To display additional details of Salesforce records, go to Salesforce Setup > Object Manager tab and select a Salesforce object.
On the Page Layouts tab, select the page layout that you want to change.
- To modify the expanded page layout, drag-and-drop the layout elements from the top of the page to the <Salesforce Object> Detail section.
- To modify the compact page layout, click Mini Page Layout at the top of the page. Add fields from the Available to Selected column that you want to display and then Save your changes.
Click Save when you are done.

Where to find customer information

The Customer Info Card provides information about the selected customer over chat, email, and messaging channels.

To open the Customer Info Card, do one of the following:

Click Customer Info at the top-right corner of the Agent Workspace if you are in expanded view
In Monitor View, select a chat and click Show info at the top of the information panel on the right

Figure 1. Agent's experience in Monitor View
In the Agent Workspace, click Show info next to the customer's name in compact view

Figure 2. Agent's experience in compact view

The Customer Info Card in compact view and Monitor View only displays some of the details available in expanded view. For messages in expanded view, agents can use the pencil icon to edit missing customer details.

Customer information is organized into the following categories:

General

Name: The name of the customer as entered on the pre-chat form.
Email: The email address of the customer.
Phone number: The phone number of the customer as entered on the pre-chat form.
Customer Info: Additional custom information about the customer. You can define this information with custom variables in the HTML code that you generate when creating a chat button in the Admin Center. For information on custom variables, see Collecting customer data with custom information and variables.
Customer Ref: Passes any information about a specific customer that you define with the vr custom variable in the HTML code that you generate when creating a chat button in the Admin Center.
Customer ID: The Bold360-assigned unique identifier of the customer.

Location

City / region: The city where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.
Country: The country where the customer currently stays. This information is based on the IP address of the customer. Only available for chat sessions.

Pre-Chat form

Initial question: The first question that the customer asked.
Custom fields: Custom fields of the pre-chat form are also displayed on the Customer Info Card. You can define pre-chat custom fields by selecting a chat window on the Channels > Chat > Chat Windows page. Select a chat window and click New custom field on the Pre-chat form tab.

Routing

Department: The Bold360 department of the chat, email, or message work item.
Folder: The folder that stores the conversation between the customer and the agent over a specific communication channel.

Info

Chat ID

Bold360-assigned unique identifier for each chat.

Visit ID

Bold360-assigned unique identifier for each site visit.

IP Address

The IP address of the customer.

Reverse IP Address

The host name associated with the customer's IP address.

Website

The name of the Bold360 website as set up on the Organization > Websites page in the Admin Center.

Client type

Client type of the chat that the chat assignment belongs to.

Chat Launch URL

The URL of the website where the customer started the chat.

Current URL

The current URL of the customer on the website. This information is updated when the customer navigates to another page of the website.

Custom URL

The custom URL of the chat when it is not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.

Ended reason

Displays the reason the chat ended:

Unknown - There is no specific reason for ending the chat
Agent - Agent ended the chat
Customer - Customer manually ended the chat
Disconnect - Disconnected due to network issues, or the customer closed the browser window, which did not send notification to Bold360
Bot timeout - A chat was started with the bot in an AI-enabled window, and the customer has neither escalated the chat, nor sent any message to the bot in the last 120 minutes. Such chat sessions are also removed from Monitor View's Bot tab.
Note: If the customer continues to talk to the bot, the chat re-opens and reappears in the Monitor View, even after the 120-minute timeout.
Customer timeout - Chat automatically ended after an admin-defined interval

Events

Created: Time and date when the customer clicked the chat button. Available for chat and message channels.
Started: Time and date when the chat was started. If a pre-chat form is defined, the Started time shows when the customer filled in the form and started the chat. Available for chat and message channels.
Answered: Time and date when the chat was first answered. Available for chat and message channels.
Last assigned answered: The time and date when the last assigned agent answered the chat or email. Available for chat and message channels.
Updated: The last time the chat was updated. Available for chat and message channels.
Total response time: The total time in seconds that the customer had to wait for answers. Calculated as the aggregate time from every customer message to the subsequent agent reply. When there are multiple customer messages before the agent's reply, response time is calculated from the first customer message. Available for chat and message channels.
Window closed: Time when the customer closed the chat window. Available for the chat channel.
Closed: The time and date when the work item was closed. Available for chat and message channels.
Ended: Time when the chat ended. Available for the chat channel.
Flagged: Displays whether the chat was flagged. Available for chat and message channels.

Agent

Agent language: Language of the agent as set up in the Admin Center on the Organization > Agents page. Available for chat and message channels.
Agent messages: Number of messages the agent has sent , including bot messages. Available for chat and message channels.
Customer messages: Number of messages the customer has sent. Available for chat and message channels.
Unresponded messages: Number of customer-sent messages received since the last agent message. Available for chat and message channels.
Last message person type: The person who sent the most recent message, which is either the customer or the agent. Available for chat and message channels.

Post-Chat form

Net Promoter Score: Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer.
Responsiveness: Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer.
Professionalism: Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer.
Knowledge: Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer.
Overall: Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale.
Comments: Comments of the agent about the customer on the post-chat form.
Experiments: The experiments in which the customer participates.

Wrap-up

User category: The User category that the agent selects in the post-chat form.
Status: Status of the customer as selected by agent in the post-chat form.

Custom field 1: The content of the first custom field as defined in the routing rules. Only available for chat and email sessions.
Custom field 2: The content of the second custom field as defined in the routing rules. Only available for chat and email sessions.

Custom fields

These custom fields are used for storing information about customers' behavior on your website. Such behavior includes for example, changing the cart value by adding a product to the shopping cart. To add custom fields, see What custom information can you define for your outreach activity?

Visit history

Website visits: Number of times the customer visited the website. where the chat window was launched.
Total time of visits: Total time in minutes that the customer spent on the website.
Avg. time of visits: Average time in minutes of the customer's visits.

Outreach details

You must have a Bold360 Acquire subscription to see information in this section of the Customer Info Card. For more information see Build a successful Acquire campaign in or contact your Success Manager. Outreach information is updated real-time in the Customer Info Card.

Activity name: Name of the outreach activity (campaign) that started the chat.
Action: Name of the action in the outreach activity that was triggered.
Criteria: Displays the outreach activity's rules.

Outreach results

Outreach information is updated real-time in the Customer Info Card.

Purchased value in current visit: Total value of successful purchases in the current visit.
Basket value in current visit: Total value of items that the customer placed in the basket, but has not purchased yet in the current visit.
Conversions in current visit: Number of conversion events in the current visit, such as placing an item to the basket, checkout, and purchase. See Monitor your outreach campaign.
Incomplete conversions in current visit: Number of conversions that have not been completed yet, that is, the customer has not accepted any chat invitations to help them place an item to the basket, checkout, or pay for items.
Total purchased value to date: Total value of the items the customer has purchased during the current and previous visits.
Total conversions to date: Total number of conversions during the current and previous visits.
All invitations: Total number of chat invitations that the customer received based on Outreach campaign definitions.
Accepted invitations: Number of chat invitations that the customer accepted during all visits.
Ignored invitations: Number of chat invitations that were displayed to the customer but were ignored during all visits.
Declined invitations: Number of chat invitations that the customer declined during all visits.

How to work with Salesforce in Bold360

The Salesforce integration in Bold360 delivers highly customizable Customer Relationship Management (CRM) experience to Bold360 agents while they chat with customers. The integration increases agent efficiency by making Salesforce customer data directly available from Bold360.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

Agents can access their company's Salesforce account during chat from the custom integration panel.

Agents can do the following during chat:

Search for customer data in the company's Salesforce account
Create and update accounts, leads and any other default or custom Salesforce objects directly from Bold360

Automatic lookup of Salesforce records during chat

When you open the Salesforce integration panel, Bold360 automatically searches for records in Salesforce that are associated with the relevant Salesforce objects as follows:

Bold360 searches for Salesforce records based on the customer's email address, first name, or last name, which is gathered from the pre-chat form of the chat window.
Bold360 then searches for those Salesforce records, which are related to the retrieved contact record and were defined during the Salesforce integration process.
If no contact record is found then, using the customer's email address, first name, or last name, Bold360 looks up any Salesforce record that were mapped to Bold360 during the Salesforce integration process. See Integrate Salesforce into Bold360.

How to search manually for Salesforce records during chat

If automatic lookup does not show any result, you can still manually search for information that is relevant to the customer in your company's Salesforce database. To do so, type a term in the search field and press Enter. The results are displayed on tabs, where each tab represents a Salesforce category. Click on a search result to see detailed information.

After searching for customer data, you can either link the current chat to an existing record or create a new record in Salesforce.

How to link a chat conversation to Salesforce during chat

When you find customer data in Salesforce about the person who you currently chat with, you can link the current or a past chat session to the customer's record in Salesforce. This way, you can append the chat transcript in Salesforce to the customer's chat history that helps your sales team to follow up with customers. To link a chat session, click the Link button next to the item in the results.

The chat transcript is sent to Salesforce when the chat is closed in Bold360.

Note: You can link the chat conversation only to one Salesforce record on each tab.

How to create Salesforce records during chat

If your search does not retrieve any result, you can create Salesforce records while you chat with a customer.

On the Salesforce panel, click Create a New Contact at the bottom of the results list.
Depending on what type of customer data you want to create, the button is named differently.
Fill in all available information. Details that the customer provide on the pre-chat form are filled in automatically.
Click Save & Link.

The new contact is now available in Salesforce and the chat transcript is automatically linked to it.

How to set text size for conversations

For better visibility, you can change the text size of messages on your chat panel while in chat with a customer. Use this feature if you find it difficult to read smaller font sizes or views on screen.

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
Start a chat with a customer.
At the bottom left of the workspace, hover the mouse over the icon with your initials and select Accessibility > Text size for conversations.

The text size panel is displayed at the top of your chat panel.
Set the new text size.

The new text size is applied to all your conversations as long as the Text size for conversations option is enabled.

How to search your work items

In the Agent Workspace, you can search for any chat, email, or message that your organization has received.

The search panel is in the top-left corner of the Agent Workspace:

You do not need a search phrase to return results; this allows you to list all work items within the search filter of agent, department, and date. Search results include active and closed work items as well.

Use the filter conditions to get the most relevant results for your search.

Keyword search: Type a keyword that you are looking for in the content of work items.
When you search without a keyword, all work items for the selected date, conversation type, agent, or department are listed.
Date range: Select the period of time that you want to search for work items.
Conversation type: Select whether you want to search chats, messages, emails, or all of these.
Agent: Select the agent whose work items you want to search.
Department: Select a department for your search.

How to transfer a chat

You can transfer chats to other agents or departments in your Bold360 organization.

Important: You must have Actions > Chat > Assign Own permission to transfer chats.

To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Restriction: During remote access, Transfer is unavailable.

Result: You are prompted to select an agent or department.
Select the receiving agent or department and click Transfer.
The No departments option includes those agents who are not members of any department. You cannot remove this item from the department selector.

Note: When you transfer a chat to an agent, make sure their workload allows them to take an additional chat. The number next to an agent's name represents their current tasks, excluding emails.

Result: The chat is transferred and removed from your workspace (the column closes). The customer is not notified about the transfer, but the name of the new agent will be displayed in the chat window.

Keep in mind that if Automatic Distribution is configured and you select Transfer Automatically then the chat will be assigned back to you if there are no other available agents.

Transfer chats while monitoring sessions

You can transfer chats to an agent in your organization while monitoring conversations.

To list chats, click the arrow in the-top left corner of the agent workspace above your list of sessions.
Select a chat on the Bot, Queued, or Assigned to Agent tab.
Result: You can select multiple chats to transfer.

Note: To transfer chats from the bot, you must have the Actions > Chats > Assign other permission enabled in the Admin Center.
Click Assign to... and select an agent or a department where you want to transfer the chat.
Result: Optionally, select Transfer automatically to use automatic chat distribution and let Bold360 choose an available agent.
Click Transfer.

You can also transfer the chat to yourself by clicking Assign to me.

How can I tell who transferred the chat to me

When you open the chat on your workspace, you can see the name of the person who transferred the chat to you in the header of the chat message:

Depending on how the chat was transferred, you can see the following messages:

Transferred from Agent - The agent manually transferred the chat to you.
Auto-transferred from Agent - The agent selected the Transfer automatically option when transferring the chat. By doing so, Automatic Chat Distribution selected you as the most appropriate agent to take over the chat.
Escalated from Bot - The customer escalated the chat from the bot to a live agent and Automatic Chat Distribution assigned the chat to you.

How to change agent status

You can set yourself as available, away, or any other custom status for chats and emails independently.

Sign in to agent.bold360.com.
Result: The Bold360 Agent Workspace is displayed.
At the bottom left of the workspace, click the Chats, Emails, or Messages icon and select a status.

When you have Omni-queue enabled, click the icon to become available on all channels included in Omni-queue. These channels are listed above your availability options:

How to start a PIN-based remote access session

Connect to a customer using a PIN code. PIN sessions start in Remote Access mode.

Note: This feature is only available for Bold360 Plus subscribers.

During a remote access session you can view and/or control the customer's computer, as well as reboot and reconnect. Each remote access session is also a chat session.

Important:

PIN-based remote access and co-browse do not work with AI-enabled chat windows. You must use a layered or pop-up window to control your customer's computer.
You can have one active remote access session at a time.

Remember: To use the Remote Access feature, you must use Chrome.

Customer requirements for remote access:

Windows 8.1 or above
OS X 10.9 or above

On the left side of the Bold360 workspace, next to Live Sessions, click + (the plus sign).
Result: A PIN is generated and displayed on the Remote Control page.
Guide your customer through these steps:
1. Ask them to open their browser and go to either pin.bold360.com or your organization's custom PIN entry page.
2. Ask them to enter the PIN that you see on the Remote Control page.
3. After they have entered the PIN, ask them to grant permissions and download the applet (the download should take no more than 15 seconds).
4. Once the download is complete, ask the customer to click Run to execute the applet.
Result: You can now view the customer's computer.
To control the computer, click Full screen to Remote Control.
Result: Once in full screen mode, you can immediately control the computer.

Note: Chat is available during remote control.

Options during remote control:

Option	Description
Sticky keys	Press twice to activate a key for multiple keystrokes (white). Press once to activate for a single keystroke (gray). Shift Ctrl Alt When using a PC to control a Mac, the left Ctrl key equals Cmd on the Mac
Reboot and reconnect	On the remote device, click the Bold360 system tray icon and select Reboot and reconnect. The remote computer restarts and your session is reconnected.
Return to remote viewing	Press Esc.
End remote access	Click Stop. You can continue chatting with the customer as in any other chat session.

Restriction: During remote access, Transfer is unavailable.

Why can't I log in to the Bold360 Agent platform?

The following questions answer those problems that may occur when you can't sign in to your Bold360 Agent account.

Can't sign in to your Bold360 AI account?

Have a look at our Bold360 ai support site for information.

Why didn't I get an email when I tried to reset my password?

If you reset your password but did not receive an email from Bold, please check the following:

Type your username or email address in the Reset your Password window:
- If you have not yet registered your email address as your new username, type your current username
- If you have registered your email address as your new username, type your email address. By now, most users sign in with their email address.
If the issue still occurs, check your spam folder.
If you still don?t receive an email, make sure your Email settings can accept emails from noreply@logmein.com.
If the issue persists, either ask your administrator to re-send an invitation, which will allow you to set up a new password, or contact our Support team or your Customer Experience Manager.

What are the requirements for creating a new password?

Must be at least eight characters long
Must have a digit, an upper case character, and a lower case character
Cannot have the same character repeating four times in a row
Cannot contain your user name or the account name
Cannot reuse your last five passwords

Why am I not receiving an invitation or verification email?

When your administrator assigns a new email address to you, your must set up access via an email invitation. Similarly, when you change your username to an email address, you have to verify your new email address via a verification email. When you don't receive such emails, do the following:

Make sure your spam folder does not contain an email from us.
If you still don?t receive an email, make sure your Email settings can accept emails from noreply@logmein.com and support@bold360.com.
If the issue persists, either ask your administrator to re-send an invitation, which will allow you to set up a new password, or contact our Support team or your Customer Experience Manager.

As an administrator, can I resend an invitation for my users?

Yes, you can. When your user cannot find the invitation email, you can resend an invite.

Important: You can resend an invitation email only if the user has not accepted the invitation yet.

In the Bold360 Admin Center, go to Organization > Agents.
Click the name of the agent to who you want to resend an invitation.
On the Agent Information tab, select Resend user invitation.
Save your changes.

This will send an email to your selected user who will be prompted to change their password.

What if I can sign in but have no access to a Bold account?

If an email invitation was already sent to you (automatically when creating new user; when changing your email address; or when resending an invitation), make sure that you set up your Bold access through this invitation email. These invitations are always sent from support@bold360.com.
If you are an existing Bold user and your username has not been changed since LogMeIn started migrating Bold users to the common login platform, make sure you set up your Bold access by doing the following:
1. Sign in with your former Bold username and password.
2. During the sign-in process, switch your username to your email address.

What if I can sign in, but immediately and automatically signed out?

Make sure you are not signed in to Bold360 in another browser or browser tab. If you are, close that browser (tab) and try again.

As an administrator, how do I reset passwords for my agents?

You don't. As LogMeIn moves to the new common identity platform, each user will be uniquely identified by their email address. Users of LogMeIn products will be able to easily move between different LogMeIn products using the same email-address and password. Therefore, the email and password of each user are owned by the user itself and can?t be controlled by the administrator of a Bold account.

However, the administrator of a Bold account can always remove or modify each user's permissions. For example, users can be blocked from accessing a specific account or can get different permissions to ensure the security and ownership of the administrators of their accounts.

Do I need my agents to have a valid email address?

Yes. Since each user of LogMeIn products is identified by their email address, that email address must be valid and accessible. Email addresses in your Bold360 account can be either a work email (recommended) or a personal email. These emails will not receive any sensitive information regarding your Bold360 account.

What if none of the above helps?

As a last resort, your administrator can create a new user account for you. Make sure that you provide the proper email address to your admin, because you will receive an invitation email to that address and you will also use that email address to sign in to Bold360.

How to download a list of work items to CSV

You can download a list of work items in CSV format for a selected period. By doing so, you can run an audit on your work items any time.

Remember: You must have the appropriate user permission to see work items in Monitor View.

In Monitor View, go to the tab where you want to export a list of work items.
You can download this list on the Bot, Queue, Assigned to Agent, and Closed tabs.
Select a period of time to list work items.
At the top of the list, click Export to .CSV.
On the Queue and Assigned to Agent tabs, it downloads all data of the first 700 work items, regardless of which columns are visible in Monitor View. On the Closed tab, it downloads the first 1000 work items.

What if I have more than 700 / 1000 work items on a tab?

Let's say, you have more than 1000 closed work items over a period of time. In this case, only the first 1000 items listed in Monitor View are exported. Here's what you can do to you can do the export the rest:

You can use the date selector to list your closed work items over a shorter period of time. Say, instead of listing 2 months of closed work items, you can display work items of the last month only. This way, you can export work items in two parts.
You can also filter, for example by date, which is a great way to display, and consequently export, only the latest 1000 work items.
Finally, you can use the department selector in the top-right corner to reduce the number of items displayed.

How to manually start chatting with the next customer in queue

Agents can manually start an additional session when there are customers waiting in queue.

Digital DX is configured to distribute chats automatically between available agents, but agents can decide to manually take an additional chat from the queue if they can manage the extra workload. For information on Automatic Distribution, see How to automatically activate chats (Automatic Chat Distribution).

To start chatting with the customer who has been waiting for the longest period of time, click Take next queued chat on the left side of the workspace under Live Sessions. The chat is assigned to the agent regardless of the agent's status, and whether Automatic Distribution is enabled or the agent's concurrent limit is reached.

Remember: This feature is enabled by default. If an individual agent cannot use this feature then in the Web Admin Center, go to Organization > Agents and select the agent. On the Automatic Distribution tab, make sure that Take Next Queued is selected.

The chat opens in a new column in the workspace to the right.

How to change the language of the Agent Workspace

You can change the language used for your Agent Workspace. This setting has no impact on customers or supported languages. It only affects your own experience on the Agent Workspace.

Sign in to the Agent Workspace.
Result: The Agent Workspace is displayed.
At the bottom left of the workspace, hover the mouse over the icon with your initials and select a language.

The Agent Workspace supports the following languages:

English
German
Spanish
French
French (Canada)
Italian
Hungarian
Dutch
Portuguese (Brazil)
Japanese
Korean

How to discuss a customer's issue with another agent

You can collaborate with another agent in your organization to help you resolve a specific customer issue while you are chatting with the customer.

Discussions are private and are only visible to the agents who participate in the discussion. The customer does not see these messages.

Note:

You must have the Actions > Chats > Discussions permission enabled to use this feature.
You cannot run reports on discussions.

To start a discussion, click Discuss at the bottom of the chat panel.

Restriction: During remote access, Discussion is unavailable.

Result: You are prompted to select a discussion partner.
Select an agent or a department and click Send request. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. See How are discussions distributed when sent to a department.
Result: The Discussion panel opens in a new column on your workspace. The discussion partner also receives a new notification on their workspace.

When the invited agent accepts the invitation, the Discussion panel opens. Both you and the invited agent will see the original chat and the discussion side by side.

Transfer the chat during a discussion

During a conversation, you can transfer the chat to your discussion partner. To do so, click Transfer to at the bottom of the discussion panel.

After transferring the chat, the discussion closes and the chat is removed from your workspace. The chat appears on the workspace of your discussion partner as an incoming chat message. The customer has a seamless chat experience and does not have to take any action during transfer.

If the discussion was initially assigned to a department, rather than directly to an agent, then when the agent transfers the chat, the following occurs:

The chat inherits the discussion's department
The chat is assigned to the discussion partner

What are best practices for discussing customer issues?

We recommend agents leverage the discussion feature. Agents can select a department as well as a specific agent to start a chat discussion. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department. This allows for discussions to take place in the same window as customer chats so that agents never miss anything. It is also possible for multiple agents to participate in a discussion.

Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

How to prepare a wrap-up

During a chat that is active or closed (but not ended), you can prepare a wrap-up to communicate useful information about the session.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

To start writing your wrap-up, click My Wrap-up.
When the customer needs you, click Back to chat.

Invite customers to chat according to rules (Invitation Rule Sets)

Rules for automatically inviting customers to chat are set using Invitation Rule Sets.

To set up rule sets, you must be in a Permission Group with the following permission: Setup > Invitations > Invitation Rule Sets.

Create or edit an invitation rule set, as follows:
1. In the Web Admin Center, go to Customers > Invitation Rule Sets.
2. On the Invitation Rule Sets page, select an existing item or click Create New.
3. Under Name, enter a name that will help you identify the rule set.
4. Enable the rule set.
5. Optionally, select Show invitation even when agents are unavailable/offline to permanently display the invitation.
6. Under Invitation Persistence, set when to stop showing the invitation.
Add rules, as follows:
1. Under Rules, click New Rule.
2. Name the rule and define rule criteria.
3. Save your changes.
  Result: The rule is added to the rule set.
Continue to add rules.
Arrange the rules in the order they should be analyzed by Digital DX.
For each visit, rules are checked from top to bottom in the order displayed. The first matching rule is applied.

Your invitation rule set is ready to be associated an HTML snippet. Unless this association is made, your rule set is not applied.

What are best practices for creating invitation rules?

Review rules from top-down to ensure most granular rules are at the top
Ensure rules are enabled
Only select Show invitations even when agents are unavailable/offline when you leverage the bot for proactive rules
Stop inviting a customer after multiple missed opportunities (declines and ignores)
Do not offer an invite if they are already chatting (Criteria: Current chat status = no chat)
Invite visitors based on time on page/site
Under Criteria, enable Seconds since last chat or last chat invite to be 30 seconds or more
Under Actions, enable Do not auto-invite the customer if they have already had a chat during this visit

How to block customers during chat

You can block abusive customers during chat. Notice, however, that you cannot block offensive words, only customers.

Important: You must have the Actions > Chats > Block customer IP permission enabled to use this feature.

During chat, click at the bottom of the chat panel.
Confirm blocking the customer from chatting with you. This will end the chat.
If you accidentally clicked the button and want to continue the chat, click No, continue the chat.

Important: Keep in mind that blocking is based on IP address, therefore you will block all customers from a specific IP address.

When the customer tries to start a new chat, they are notified that they are blocked from chatting on your website.

Administrators can view the list of blocked customer IPs in the Web Admin Center on the General > Restrictions page, under List customer IPs to be blocked from Chats. On this page, an administrator can also unblock customer IPs.

How to accept a Facebook Messenger chat

To work with a Facebook Messenger chat, click it on the left side of the workspace under Messages.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

To be able to accept messages, make yourself available on the left panel.
To answer a message, look under Messages and click a Facebook message.

Tip: The chat at the top of the list may be the most urgent (newest).
Note: Even if the customer deletes a message in Facebook Messenger, that message will still be visible in Agent Workspace.
Result: The message opens in a new column in the workspace to the right and is ready to work with.
A red spot tells you that the customer is waiting for a response.
To transfer a chat to another team member, click Transfer at the bottom of the chat panel.

Result: You are prompted to select an agent or department. Select the receiving agent or department and click Transfer.
Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
  
  Tip: We recommend prompting the customer for their email. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, email).
- Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.

Email with customers

Everything you need to know about working with email in Digital DX.

To work with an incoming email, select the email you want to work with on the left side of the workspace.

To create a new email, click the + (plus) icon.

Email options

View customer information and history: When an email is minimized, click Show info. When an email is maximized, details are shown automatically.
Open in a new browser window
Reply, Reply All, Forward, Close Now: Standard email options.
Prepare a wrap-up: Click My Wrap-up to prepare notes about the session.
Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.
Transfer: Click Transfer to assign the email to another agent or department in your organization.

Options when replying to a message

Send

Sends your message and leaves the email open.

Send & Close

Sends your message and closes the email.

Subject & Recipients

Select the recipients of your email.

Close

Closes the email. You must confirm that you want to close the email by clicking one of the following:

Yes - Closes the email. Next time you close an email, you will see the same dialog.
Yes, and don't show this message again - Closes the email. Digital DX will no longer warn you about closing emails with customers.
No, continue the email - Select if you want to continue the email conversation.

Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:

At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
Enable Confirm end email.

Cancel

Cancels your response and takes you back to the original email message.

Show or hide canned messages for email

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, agents can send common responses without typing.

To toggle canned messages on/off while composing an email, click the icon that looks like a can along the right side of the page.

Insert a canned message

To insert a canned message into the body of an email, simply click it.

Search or filter canned messages

To make it easier to find the right message, you can either filter by folder or search by keyword.

Tip: When viewing Top folder, you can search all available canned messages.

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Frequently Asked Questions for Admins

Frequently Asked Questions for Admins

Chat button isn?t showing on website or chat button shows that chat is unavailable

My chats are not automatically assigning to agents (Routing/ACD/Queues/rule exports)

Why are my customers building an endless chat queue?

How can I see what Routing Rule is causing my chats to go to a different location?

If someone else made changes to something I was working on, or if I?m not sure what I changed, is there an easy way to find out what happened or revert back?

My agents or I cannot access anything

How can I see what my agents are working on?

How do I understand my peaks, trends, and questions on Agent performance?

I have an issue that I believe is a bug. How should I escalate my issue to LogMeIn?

Your base reports or dashboard are good but don?t present all the information our Organization requires

Are there any other best practices I need to be aware of?

Frequently Asked Questions for Developers

Frequently Asked Questions for Developers

I have deployed the code snippet, I have agents available, but the button still doesn?t show on the website

I might want to use Proactive Invites at some point; what do you recommend?

What is the best way to manage the code deployment?

I had customized a few items with my Chat Window or Button and now things are not working correctly on my site

I?m having issues with an API Trigger not working

Frequently Asked Questions for Agents

Frequently Asked Questions for Agents

I can?t login

Once I log in, nothing is being displayed in my Agent interface

In Monitor View, I can?t see anyone else?s chats

How to sign in to Bold360 (Agent Platform)

How to sign in to Bold360 (Agent Platform)

Sign in from the Bold360 product page

Sign in using SSO

Smart Response: Find responses based on chat content

Smart Response: Find responses based on chat content

SMS Activity Summary report

SMS Activity Summary report

SMS Login reports

SMS Login reports

SMS Login Summary

SMS Login Details

SMS Performance reports

SMS Performance reports

SMS Answer Performance Summary report

SMS Assignment Answer Performance Summary report

SMS End Time Performance Summary report

SMS Assignment End Time Performance Summary report

Facebook Messenger Login reports

Facebook Messenger Login reports

Trouble logging in to your Facebook account?

FB Messenger Login Summary

FB Messenger Login Details

Facebook Messenger Performance reports

Facebook Messenger Performance reports

FB Messenger Answer Performance Summary report

FB Messenger Assignment Answer Performance Summary report

FB Messenger End Time Performance Summary report

FB Messenger Assignment End Time Performance Summary report

Manage incoming email according to routing rules (Email Rules Engine)

Manage incoming email according to routing rules (Email Rules Engine)

How to discuss a customer's email with another agent

How to discuss a customer's email with another agent

Set up automatic distribution for email

Set up automatic distribution for email

Set up automatic email replies

Set up automatic email replies

Email Status Summary reports

Email Status Summary reports

Assignment Status Summary report

Thread Status Summary report

Email Status Summary reports

Email Status Summary reports

Assignment Status Summary report

Thread Status Summary report

How to create an email signature for an agent

How to create an email signature for an agent

How to monitor the emails of your organization