You can now get more information about your agents and their work from the updated Reports section:
Here's how the chats and tickets data looks like in the Agents section:
You can now make the job of your agents a bit easier by using pre-made canned responses when supervising.
Additionally, agents can now use canned responses when creating a new ticket.
Get feedback on your team's ability to handle ticket cases.
Customers who receive a notification email about a resolved ticket can now rate the received service as good or bad. The request for feedback is sent 3 days after the resolution.
You can check on this information in the Ticket satisfaction report.
Two new chat window skins have been added to the gallery. You can now choose between the simplistic and raw Minimal look or the fun and engaging Circle skin.
Both new skins are now available in the Themes section.
Offer more personalized service using the information about your visitor's time zone. The visitor's local time is now displayed in the application, allowing you to change your approach depending on the part of the day.
Get a new, fresh chat window look for your live chat. You can now choose between the classic LiveChat skin and a modern one. More skins are coming!
Learn more about the efficiency of your chat agents from two new reports.
First response time and Average response time reports will tell you how quickly your agents respond to new chats and how fast they reply in existing conversations.
Both these reports are now available for Enterprise plan users in the Reporting section.
Now both agents and customers can send files over LiveChat. Thanks to it they can reach the understanding faster, share screenshots, important documents or marketing materials.
The option is available to all customers. Read more in our files sharing tutorial.
See how many agents you need to answer all chats using the new staffing prediction report. The report estimates how many agents you will need based on the amount of queries you got in the last 4 weeks.
This report is available for the Enterprise plan users.
You can now receive photos through the Tickets from Facebook integration. The photos will be automatically added to the relevant tickets as attachments.
Additionally, the names of ticket requesters are now linked to their Facebook profiles. This makes it easier to see who has left a particular ticket and opens up possibilities for personalized service.
If you are not using the tickets from Facebook integration yet, give it a go.