Operator configuration

How to add, delete or edit an operator?

In the section Settings-Operators you can add new operators and supervisors. 

There are two operator licensing type available: by the number of registered operators and by the number of authorized operators. The current license type and the number of available operators can be found in the same section.

Here you can:

• Delete accounts of users, who don’t use Chat2Desk anymore. Their open dialogs will be automatically closed and transferred to the administrator.

• Edit roles. For example, make operator a supervisor and the other way around.

• View operator’s status and last seen time.

• End the operator's or supervisor's session (the button is available only to the administrator).
  

After adding operator or superviser a new user gets letter with login and password of the account.

After registration the user receives e-mail confirmation code.

In table Operators by default records are sorted by Last name (ascending). Sorting is available for columns Last name, First name, Last log-in, as well as Role, Authorization status, New chats, Status.

How to create operator group and set priorities?

Some operators work in the same department and consult customers in specific fields. Group your operators so that a chat can be assigned not only on individual operator but on group of operators (the system will choose one). The competency level of each operator can be measured from 1 to 100. Each operator can be a part of many groups. 

The specific operator of the group can be chosen according to settings in the section Operators -  Rules of selecting specific operator from group. Therefore, the system can choose the less busy operator or the most skilled operator or based on probability.

In table Groups sorting is available for columns Group name, Number of members. In the table Operators in group sorting is available for columns Name, Skill and Role.

Forcible chat assignment

Administrator and supervisor can assign a new chat to any operator, supervisor or group of operators, without waiting for operators to take the chat. To perfrom this action you should press the button Assign to… in New chats section.

What is operator status? How to change or check it?

Operators should indicate status, so the system will divide chats between users properly. In the section Settings-General-Status  only administrator can create variants of status («Busy», «Having a break», «Working» and etc.).

Operators is offline:

• if they have any status, except «Working»;

• if they log out;

• if they are inactive. 

There are several ways to change the status:

• user can change status by clicking on the avatar in the upper right corner;

• administrator can change status in the section Settings-Operators;

• the system can automatically change status of inactive user to offline. In the section Settings-Operators-When operator is considered “offline” need to enter a period of time from last activity of user to the moment when their status gets changed automatically;

• the system can automatically change of user to «Working». To do this, you must activate the option After login switch operator status to "Working" in the Settings > General section. If this option is enabled, users will always be set to «Working» status when they log in. If this option is disabled, when users logs in with an inactive status (for example, Busy or Vacation), their status will not change.

Current status of operators and supervisors is available only to administrators and supervisors, it can be checked in two ways:

• in the section Settings-Operators;

• in the section Chats-All chats click on the name of operator.

How to restrict switching to offline mode when chats are open?

When operator goes offline, set up to close chats automatically, so clients aren’t left unanswered. When client receives a new message, another operator can accept this chat. In the section Settings-General choose the function  «close open chats of operator, supervisor or admin when they log out or become inactive».

You can warn operators about incompleted chats, when they logging out or changing status from “online”. Also can set up it in the section Settings-General-Warn when logging out or changing status from online. Here write the text of the message, which operator will see when try to change status.

Operator evaluation

Quality scores lets to know how operators work and what clients think about your service or product. 

How to create rating

1. Click on the section Settings > Quality scores.
2. Write rating name.
3. Activate checkbox (rating is active).
4. Choose tags of clients, which will cause this rating to appear. If you keep this field empty, all clients will receive this rating.
5. Choose tags of clients which will be a stop-sign to send a survey. 
6. Choose the channel for survey.
7. Choose the messenger where the poll will work. You can use this filter to form different evaluation texts for different messengers.
8. Write a text for rating.
9. Save your rating.

How to create rating scores

1. Choose rating.
2. Click on the Create score button .
3. Write name for your score.
4. Write your score.
5. Write possible values of this score (for example, 4+, 4- and etc.).
6. Write the message which a client will receive after voting.
7. Assign tag for a client request.
8. Save your score.

Additional settings

1. Limit pop up messages to rate the operator no more than every 12 hours.
2. If the option Hidden from operators is on, operators won’t see scores.
3. If the option Show average score per day to chat operator is on, operators will see their average scores per day.

   

How to send quality survey/rating to clients

The following conditions must be met for a customer to receive an offer to evaluate an operator's performance:

1. The chat must be answered by the operator – auto-answers, self-service menus, chatbots and answer bots do not trigger an evaluation;
2. The chat must be closed after the operator's response. The operator to whom the chat has been assigned at the time the customer evaluates an operator's performance will receive the score.

   

3. Send polls and voting to customers based on the parameters of the selected rating (tags and channels) if necessary. Sending will be done in private client chats.

How to add an independent expert as an operator?

If you want to invite the specialist for a customer service (not from Chat2Desk helpdesk), create a new operator for them and disable access to new chats (New Chats feature is not available when creating an operator). Then this specialist will be able to participate only in those chats that are assigned to them by the supervisor or administrator.

Updating email for system access

If an operator or supervisor cannot access their account due to an invalid email address, access can be restored by updating the email to a valid one. This action can be performed by the company administrator or a supervisor with the appropriate permissions.

Steps for Administrators

1. Go to Settings > Operators.
2. Find the user and click the ✏️ icon.
3. Replace the old email address with a current one.
4. Confirm the change by entering the code from the authenticator app or from the email sent to the administrator’s inbox.

Supervisors can also update operators' email addresses. To enable this, the administrator must grant the Operators Section — Create and Manage Operators permission in the Security and Access Rights section.

After the email address is updated, the operator will be able to log in using a one-time verification code. This enhances security and prevents access through outdated email account.