Live Support Features

From Net2MAX

Contents 1 Introduction 2 Queues 2.1 Automatic Routing 2.2 Multiple Queues 3 Transcripts 4 Multimedia 4.1 Text Exchange 4.2 Video Exchange 4.3 Audio Exchange 4.4 Screen Sharing 5 Network 5.1 Firewall Pass-Through 5.2 Message Encryption

1 Introduction

Providing support can be much more effective and efficient if

2 Queues

Queues allows multiple incoming support requests to be handles in an orderly manner by multiple agents.

2.1 Automatic Routing

Automatically routes the incoming support requests base on:

1. Username
2. Email Address
3. Question

to different queues

2.2 Multiple Queues

Agents (members responsible for providing support) can be assigned into different queues. For example:

1. Sales agents will be on the Sales Queue and support agents will be on the Support Queue.
2. When all agents in the Front-line Queue are busy with customers, new requests will be send to the management on the Back-up Queue.

Each queue can have its individual settings:

1. Agent -   the members who belongs to this queue (they become agents in the queue).
2. Request Timeout -   the total time before an individual request will time-out if no agents accept it.
3. Offer Timeout -   the time each agent will be given to accept a support request.
4. Queue Overflow Policy -   (1) No Overflow   (2) Overflow to Random Queue   (3) Overflow to Specific Queue.

3 Transcripts

Email of transcripts to support requesters.

Logging of transcripts to central database for support team.

4 Multimedia

4.1 Text Exchange

4.2 Video Exchange

4.3 Audio Exchange

4.4 Screen Sharing

5 Network

5.1 Firewall Pass-Through

Fall back option allows multimedia streams to work on http and https port.

5.2 Message Encryption

Text and Screen encrypted.

Audio and Video not yet.