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

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.