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.