After a conversation has ended, there is an After Conversation Worktime period of 30 seconds before the next conversation is offered. This ensures that the agent has time to resolve the case and write a wrap-up note about the conversation. When you save a wrap-up note for the conversation you automatically exit After Conversation Worktime.
When an agent is in After Conversation Worktime a clock is displayed to next to the agent's name.
There is no After Conversation Worktime for outbound and internal calls.
If you follow these easy steps you will have have your Dixa chat in your wordpress site in no time.
You can add a phone number you own as an outgoing phone number by entering a six digit confirmation code.
You can forward emails to Dixa and reply to customers. Email is currently in beta.
You can set several thresholds for each queue. When a threshold is reached an alert will be sent to all online agents.
To install the chat widget on your website you just need to copy the chat script and paste it into the header of your website's HTML page.
You can be ready to answer phone calls in Dixa by following these few steps.
In this short video you can see how to answer conversations in Dixa.
Follow the steps in this video to answer chats from your customers in no time.
Dixa supports phone numbers in more than 50 countries and you can keep your existing number by porting it.
If you have muliple phone numbers you can change outgoing phone number by clickint the cogwheel in the phone number box.
Enter +(country code)(phone number) in the dialer to call a number in a different country than your inbound phone number is in.
Transfer an incoming call to an external number where you can talk to the person on the other line first.
Have incoming calls go both to the Dixa interface and to a landline or mobile phone.
When an agent has finished a conversation there is a short time to resolve the case before the next conversation is offered.
You can see practical information about the customer like country, operating system and browser.
Customers can leave a rating and feedback during or after a chat conversation. This gives you instant feedback on your performance.
Get a quick overview of previous conversations from the same user (a user can be both an agent and a customer).
Search by email, phone number, name and conversation IDs to find what you need.
Add notes to conversations, so customers don't have to repeat themselves later.
Select what channels you want to be available for.