¿En qué consiste el semáforo de alerta de agente?

A través de Menú> Configuración> Chat Manual, puedes configurar el tiempo de las alertas visuales (en segundos). En este sentido, el agente será alertado (visualmente) cuando se haya superado el tiempo de espera establecido en la configuración.

You can configure the inactivity marker for the following cases:

• No inactivity marker
• Agent inactivity marker
• User inactivity marker
• User or agent inactivity marker

In the following example, you'll see the configuration set for user and/or agent inactivity:

If the "User inactivity marker" reaches the red traffic light, the option to "Close conversation due to user inactivity" will appear to speed up the agent's workflow. Once you click there, the usual conversation closing categorizations will be displayed.

This is a purely visual alert and consists of 3 colors:

Green or no color: this is the initial color shown in the conversation when it's assigned to an agent.

Yellow/Red: this is the color shown in the conversation after a certain number of seconds have passed while waiting for a response from the user and/or agent.

These colors will appear in the conversation list in the chat section. Each color will reset as soon as a response is received in the chat, according to the response time configured for the user and/or agent.

What is the purpose of the alert traffic light?

The purpose of these visual alerts is to optimize users' response times, as well as to have the ability to follow conversations in real time.

Remember to visit our Help Center for further information.

Botmaker Team