Nic880Q: Hi there, Can you please explain what expert analytics and routing provides in the higher plans?
Where can I find a link for more details?
Also, is it possible for the agents to provide office hours so that end users can see if help is online/offline?
Daniel_P
May 14, 2024A: Hi, Nic880!
Routing:
With assignment rules (routing) you are able to assign requests to specific teams or operators based on different logics, like widget, browser language or part of the URL containing xxx.
Analytics:
There are much more insights about your visitors. Like: Clickrate, Ø Session Duration, Requests by device, Booked Appointments, Filled Contact Form, Shown Contact Form, Browser, Top Origins, Top Referrers, Views by Hour, Customer Requests by Hour, Sessions by Hour, Views by Day of a Week, Customer Request by Day of a Week and Session by Day of a Week.
Office hours:
A Website visitor always sees, if there is an agent online, because of a green dot.
But If you like you can also provide office hours in the settings. This means, that you can hide and show the widget, based on that office hours. Also, it is possible to show a contact form immediately, if no agents would be logged in.