Monitor multiple websites

Consider a situation where a one needs to monitor/interact with visitors from more than one website,thy will have to integrate live chat software in all the websites (say website1.com and website2.com).

With Mioot live chat software, the number of websites is not restricted to any number, which means, with only one Mioot account, customers can use Mioot live chat software in any number of websites. Also, there are no restrictions on number of Web Pages too.

Interactive Admin panel

Admin panel is a web based application designed to control / configure the entire Mioot application.There are options to control the following via User management , Application configurations , Chat window customizations , Survey Management , Reporting Etc.

Integrated Knowledge Base and FAQs

Mioot live chat is bundled with detailed templates to create and store articles and FAQs pertinent to the core business. Users can create any number of articles / FAQs and store it in to the mioot system. The color theme and the font styles can also be configured . The system will auto-generate URLs to access the created content as configured and these URLs can then be used as reference / hyperlinks.

• Function: Create URLs and WebPages as configured
• Configuration(s): web page color them , title , font settings
• Customization(s): web page color them , title , font settings

Local Time zone settings

Mioot live chat software runs from cloud servers which are located in United States of America, but widely used all over Europe, Asia, USA and other parts of the globe. Since the servers are located in the united states of America, all the time stamps captured by the application would initially be based on the time zone of the place where the servers are located. This scenario will make the system a little confusing with respect to time when used anywhere outside the United states of America.

To make this more convenient Mioot live chat software has come up with a feature named “time zone settings”. Once, the application is installed customers can change the time zone to their local time so that, the set time will be considered for all the reporting purpose and chat time stamps.This feature will make reports and manipulations easily understandable.

Customizable Sound alerts

Mioot live chat software comes with customizable sound alert options for various Events. These sound alerts can be played and modified for each situation in the application itself.

It is also possible to upload and use custom sound files. This concept is developed keeping in mind that the application should alert the online Agent when important events is occur in the application, Like new visitors, new chat message etc. Once the operators get used to the alerts, it will be very easy to understand the event just by hearing the sound and they can take necessary action immediately. Also, there is option to switch off the sounds for all or for some of the events.

• Function: Play the sound alerts as configured
• Configuration(s): Audio files for various scenarios
• Customization(s): On /Off, Audio files

Role based User Management

Mioot Live chat is equipped with a standard Roles and Permissions module to Create and control user access levels. All the functions in the control panel and Operator console are included in this module. Any number of roles can be created and function wise permissions can be granted for each role.

The access will then be at the menu level based on the roles to which the user is attached

Multilingual Support

Mioot live chat supports all the leading languages . This will make the agents interact with their customers in the local language via chat and e-mail. The application language can be changed anytime to suit the needs.

E-mail signature

Mioot live chat software comes with a feature to Enable the live chat option directly from the emails. The recipients can chat with the online operators from the email they have received. In this way, customers will be able t chat and clarify things immediately from their emails itself and it is not necessary for them to visit the website to chat or wait for the email reply.

In order to enable this feature, a separate HTML file needs to be created from the Admin panel and can be included as a signature in the email program. Any image and/or list can be used to create the signature file.

This is a one-time process and once completed all the emails sent after the completion will have the live chat enabled signatures the recipients can initiate for a chat from their email program itself instantly.

• Function: enable chat initiation from e-mail when configured
• Configuration(s): create the signature HTML file at department level. Use the system generated code in the mail program
• Customization(s): Image / text for the signature file

Visitor Dashboard

The Visitor dashboard captures the visitor activities for the current day.Supervisors can open and monitor multiple department dashboards.

Login Groups

This is an option developed to group the agents and allocate set number of licenses basis the group. Once Configured, System will control the number of logins basis the Login Group configuration. This will help in effectively distributing licenses basis requirement. This feature will be helpful when more agents are configured from different regions / work groups Etc

Agent Dashboard

This dashboard is designed to capture and highlight the performances of all the agents logged in. The login/ logout stamps, current status, break times, current chats, number of chants handled, ART and relevant data are displayed for the day.
Supervisors can open and monitor multiple agent group dashboards.

Department Dashboard

This dashboard is designed to capture and highlight the activities for the selected department for the current day. Key data pertinent to visitors, Chats and tickets are populated on a real time basis.Supervisors can open and monitor multiple agent group dashboards.

Real time visitor tracking

The basic feature of any live chat software is to track the website visitors on a real time basis and capture the relevant information.The activities of the website visitors are also captured in detail which includes landing page, navigation and time spend on each page Etc.

The other Basic information captured are the geological information of any visitor like city, state/province and country. This will help in determining the Geo-location of the visitor which can be seen using Google map in the application itself.

When having all these information on hand, it will be very helpful in determining the reach factor of the website, number of visitors coming into the website from each location etc.

Privileged visitors

It is a simple but important feature to mark visitors as important so that when the visitors come in to the Web Pages again, it will be displayed in the visitor panel that the particular visitor is marked important by any one of the Agents before.

So, it will be evident for the current agent that this particular visitor is important and it is also indicative that the visitor may well have a previous chat / navigation history. The Agent can this look into the history and handle the visitor accordingly.

This will also helpful in identifying frequent visitors by flagging the visitor as a privileged visitor.

Visitor Geo stat

Mioot live chat software is bundled with a detailed report on visitors geographical information which can be generated from the admin panel.

This feature is designed is such a way that the number of visitors from each country can be listed out separately basis period. A further drill down to states / provinces and cities are also possible.

These analytical reports are useful in determining the reach factor of the website in each country. These reports are derived based on the IP addresses from which the visitors are browsing the monitored Web pages. A third party database is used for IP-country mapping.

Contact details and note

This feature enables the agents to Edit / update the visitor contact details obtained during a chat session and also add and save notes for each visitor. There are indications at the visitor panel on these notes if any , which in turn will help the agents in accessing the knowledge posted previously by the agents about the visitors.

It is also possible to add the administrative notes for each visitor session.

Auto Invitation

This feature is designed to offer automated chat assistant calls basis various visitor activities on the website. There are various options those can be configured to trigger the auto invitation.

A completely customizable template is provided to design the auto invitation icons and scenarios with intelligence. Once , configured , the system will automatically offer chat assistance , and upon acceptance , the chat session is engaged with the agents online.

• Function: pop-open up the auto- Invitation as configured
• Configuration(s): Enable / disable, Color scheme, Image, Image position, Scroll, Start time, End time intervals
• Customization(s):Invitation Icon

Visitor’s local time

The online agents may operate from a different time zones and the visiting customer may be from a different time zone. It is significantly important for the Agent to know the visitor’s local time. The Mioot track codes will capture the local time of the visitor and displays the same to the visitor instantly.

History

Mioot live chat software will store all the information about any visitor coming into the website for future reference. Information like location, keywords used, referral URLs and chat details if any are all tagged. There will be an indication in the visitor panel to show that a particular visitor has a previous history.

The agents can view all the information in the “history” tab at the “Info panel”. This will help the agents in gaining enough knowledge about the visitors.and the chat history will give enough ideas about the requirements and this will enable the agents to handle the visitors in an efficient way. All these information can be viewed at the customer control panel too.

• Function: Find and display the entire previous visit / chat sessions in detail with chat transcript(s)

Search engine integration

It is an inbuilt feature with mioot live chat software. When visitors use any search engine to find and visit the monitored websites, mioot will capture and display the search engine name along with the keywords used.

These details can be viewed at the information panel. This will help in identifying effective keywords for SEO purpose.

A detailed report on search engines and keywords can be generated at the admin panel.

• Function: Capture the Search engine and key word(s)

Visitor Filters and sorting

When a website has more number of visitors at any given point of time, the mioot agent console will be flooded with a long list of visitors with various statuses. In this kind of scenario, it will be difficult for the Agents to handle the entire list.

To ease out this kind of situation, mioot is equipped with a well organized filtering option. Agents can filter out and handle the visitors based on the need of the hour.It will also be possible to filter out privileged visitors and only chat requests.

The other option is to sort the entire list of visitors on various factors.The visitors list can be sorted out based on all the information tabs. For example, clicking the “status tab” will sort the visitors based on their statuses and like wise for all other tabs like departments, operators etc.

This function will enable the operators to handle the visitors more efficiently and with ease.

Offline messages

Consider a situation where there are no operators available online and a visitor is looking for information. In this case, the visitors can submit their queries using the offline form provided. There are options to receive these offline queries via any configured e-mail or can also be converted into trouble tickets.

Mioot live chat software comes with the highly versatile offline form creation template. The message form can be tailor made for any website/situation. There are no restriction here and the administrators can create as many fields as they wish and upload appropriate image (either from mioot gallery or a custom made) to complete the offline form.

The received offline queries can be handled via e-mail or from the agent console ticket board based on the configuration.

• Function: Display the offline message form as configured; Capture the data on submission, Fire an e-mail and or create a ticket on submission and store the data in the database
• Configuration(s): Message Title, message description, e-mail address, field name(s), input type(s), mandatory field(s), form image,Tickets
• Customization(s): Message Title, message description, e-mail address, field name(s), input type, mandatory fields, form image.

IP / Country blocking

This feature enables the administrators to block the visitors from a region. This is done based on the IP range(s) / country(ies). A Configurable option is provided in the admin panel to achieve this.

Once Configured , all the visitors from the configured IP ranges or countries are completely ignored and will not be tracked.

• Function: Ignore the visitors based on configuration

Secured live chat

Mioot live chat software comes with SSL encryption. This is an added feature to ensure data security.

All the information send/received during a chat is encrypted before transmission through the internet and so the information is safe and secure.

Operator photo to visitor

This is an additional option to display the agent’s photo to the visitors during a chat session. There are options to upload the photos during agent creation or later. When this feature is enabled , the picture will be displayed to the visitors

In order to achieve this, the chat window should be selected with the picture container in it. These pictures will be displayed in the pre-chat form as well in case of non – queue based request handling

• Function: Display the photographs when configured and Enabled
• Configuration(s): Upload photo for each operator created.
• Customization(s): Enable / Disable

Conference

Any visitor chat session can be converted in to a conference session with other agent(s). When an agent finds it difficult to answer the queries or need other agents interventions, A conference request can be sent and engage a conference session.

Also, there are options for the agents to leave the conference at any point of time

Proactive chat

One of the very important features of any live chat software is to be able to initiate a chat session proactively. When this feature is enabled, the online agents can invite any website visitor for a live chat session and upon acceptance, they can chat with the visitor to understand the need and provide required information.

This feature will be helpful when a visitor is a simply navigating through pages which means the visitor is searching for information. This can be identified by constantly monitoring visitor activities on the website.

Also, all the visitors may not aware of the presence of live chat on the Web pages. In this case too, pro-active chat will be helpful in getting in touch with the visitor. These aspects will increase the number of satisfied visitors thus the conversion ratio.

Another advantage of pro-active chat is that the visitor can be invited for a live chat session by an appropriate agent in order to ensure that the right person is handling the chat session.

• Function: Pop the auto- Invitation as designed
• Configuration(s): Enable / disable, Color scheme, Image, Image position, Scroll, Start time, End time interval
• Customization(s): Image / Text

Holding messages in different time intervals

These are configured messages which are automatically populated in to the chat window at the set time intervals. What a chat is requested / queued , It may take some time for the system / agent to respond to the request. During this time , the system will keep the visitors engaged by posting the holding messages,

There are options available to create / modify the messages as well as the time intervals between messages.The maximum holding time can also be configured and when this time elapses, the system will redirect the chat requests to offline mode with an appropriate configured message

• Function: After the chat session is engaged, post the configured messages at configured time intervals in to the chat window and redirect to offline form once the configured time elapses.
• Configuration(s): Messages, time intervals and redirection time at department level.
• Customization(s): Messages, time intervals and redirection time at department level

Save Chat

Mioot live chat software will automatically save all the chat transcripts. Apart from this, agents can save any chat transcripts on their own computers in any desired location. The “save” icon on top of the chat panel can be used to save.

Agents can view these transcripts even when there is no internet to review their performance and self-analyze their skills. This will help in improving the chat handling skills.

• Function:Open the save file wizard

Pop-up and embedded windows

This option facilitates the users to embed the mioot chat in to their websites It is an alternative to the conventional pop up windows and the window is persistent The chat window along with the conversation will follow along with navigation and thus avoiding the need to switch windows to get into the chat conversation It is also possible to have almost all the features which are associated in the normal pop up chat window and is easy to configure-customize.

Direct Chat Request (DCR)

This feature is enabled in mioot live chat software to make sure that any visitor, looking for answers can call the right agent for a chat. When a visitor is initiating a chat session, the list of all available agents with their corresponding departments (skills) will be displayed to the visitor. The chat request in this case will only be sent to the particular agent.

This will also be very helpful for the frequent visitors as they can chat with the same agent all the time and it is not necessary to brief the situation every time they start a chat. They can simply start chatting from where they left in the previous chat session.To use this feature with good effect, it is important to create necessary departments and tag the agents.

• Function:Display the available Agents for the specific department on chat request and route the chat request only to the selected operator.
• Limitation(s): Applicable only for Non-queue based request handling

Accept chat requests on seniority

With This function , the awaiting chat requests (non- queue based) can be engaged by the agents based on seniority. Agents can use this option to engage the requests which are waiting for a long time comparatively.

This function can be used just by clicking one icon on the top menu panel of the operator console. The icon will show the number of chat request pending and clicking the icon will automatically accept the chat request which is pending for a long time. When a chat request is made, the system will start calculating the time till the chat request is accepted or handled by other agents. This will give certain professional approach in handling chat requests.

• Function: Engage the long awaiting chat request

E-mail Chat

All the chat transcripts are stored by mioot live chat software for future reference. It is also the possible to email the chat transcript to any specified email from the agent console itself.

This feature will help in sharing the knowledge with other agents /stakeholders. Also, chat transcripts can be emailed instantly to the concerned visitors too for reference. The transcripts will have the detailed subject line in the names of both the parties involved in the chat session.

• Open the e-mail wizard and send e-mail

Chat routing

Chat Forwarding

Any chat session can be forwarded to any other available agents during a chat session. This feature is developed to enable agents to move chat session to another appropriate agent.

Chat forwarding option is useful in such a way that the visitor’s queries are answered by the expert agent. For example, during a chat with an agent from sales department, the visitors may raise a query on technical issues and at this point, the salesperson is not the right one to answer a technical question. So, the agent can transfer the chat session to another from the technical department. In this way, the visitors are given the correct information from a right source.

• Function: Fire in a forward request to the selected operator and transfer the chat session upon acceptance.

Typing indicators

Push URL / Image

Agents will be able to load Web Pages / Images into the visitor’s browser during a chat session using the push URL option. Consider a scenario where the Agents need to show contents of any Web Pages / Images to a visitor during a chat session. With push option, the Agents can load the Web Pages / images in the visitor’s browser instead of just sending the link.

There are icons provided at the bottom of the chat panel and before passing any URL / image, Agents can also write down a simple description of the webpage to make things easier for the recipients. Also, recently used URLs/ images can be found as a drop down and thus Agents can simply select the desired URL / image from the drop down list and send it to the visitor.

• Function: pop-open the URL / Image when pushed in a new browser window for the visitor.

Auto attendant

Auto Attendant is an add-on feature to the chat application. The customers will be provided with an option to browse the pre-stored structured information along with the live chat option or register the query option when live chat is not operational. The content for the auto attendant can be created in a structured manner using the relevant modules provided in the admin panel

A detailed module is provided to create and maintain auto attendant content. We can have these contents at the department level and this will enable the visitors to browse the information themselves

• Function: Display Auto attendant option and relevant content upon navigation
• Configuration(s): Menu and content at the department level
• Customization(s): Menu and content , On/Off

Canned Messages

Consider a situation where an online representative has to answer the same question from many visitors over a period of time. This is most likely the case for any online business. Visitors will be asking question pertinent to the concerned business.

The feature of canned messages/canned responses is designed in such a way that administrators can type down and store answers for commonly asked questions. They can even categorize these responses for easy access and keep updating /adding responses all the time.

When we already have answers stored for the queries, the online agents can quickly reply to any of the queries raised. This will not only save time but also will largely impress the visitors as they are answered quickly and efficiently.

More over, these canned responses can also be used as a training tool for newly appointed agents. They can read those answers to understand the responsibility and they can use the pro-stored information to answer the queries immediately without searching for the information all over. Mioot live chat software will auto-generate short cut keys for all the messages stored and so, queries can be answer rapidly using these short- cut keys.

• Function: Create short-cut key paths for each message stored and populate them in the chat window when triggered
• Configuration(s): Create categories and messages for each category at department level
• Customization(s): Category and Messages

Spell Check

Mioot live chat software comes with an inbuilt dictionary and then enabled with the option of spell check before sending any message into the chat window.There is an option to enable / disable this feature as well.When the spell check option is set to disabled, whatever the text typed into the text area will be send to the chat window as such.

But, when the “spell check” option is enabled, whenever the Agent is trying to send a message, the system will automatically check the spelling of each word typed in and open pop-up with the words which are misspelled.The Agents can either correct the word by themselves or they can pick the right word from the available suggestions.

This feature will enable prompt and correct messages delivery .

• Function: Prompt spell checking when enabled
• Configuration(s): Enable / Disable

Abusive words control

Mioot live chat software is bundled with a feature to control and restrict the abusive words being sent to the visitors / customers. The agents may sometimes use abusive words when frustrated or purposely. This feature id developed in such a way that no abusive words should enter in to the customer’s chat window ever.

These abusive words can be entered and stored in to the system from the control panel. The system will automatically check for abusive words whenever message posting is triggered by the operator and if there is any match found, the system will not post the message, disable the send button and change the color of the abusive words.

• Function: Check and disable the “send” function when a word match is found.
• Configuration(s): Enter and store all the words that may harm the customers
• Customization(s): Customization(s): List of words

Response Control

Response control system is developed to control the response waiting time. This is applicable for all the parties involved in the conversation and is configurable.

Agents

For the agents, there will be color differentiation.i.e, the color of the visitor row will change orange if the operator has not responded for a minute and will turn red if the time exceeds 2 minutes.

• Function: Agent control: change the visitor row color in the operator to orange after 1 minute and red after 2 minutes

Visitors

The response control system can be applied to the visitors / customers as well. The system will send Configured response control messages at Configured time intervals and the chat session will be force closed when the response control time elapses. The time intervals and pertinent messages are configurable.

• Function:Visitor control: Fire in control messages as configured. Force close the session when time elapses
• Configuration(s):On / Off, Warning messages and time intervals
• Customizations:Warning messages and Time intervals

Queue Pulling

This is a privileged option for the agents to over ride the automated distribution.This will enable the agents to “Pull” any chat request from the “Queue” and engage a chat session. This will be helpful when important customers are queued. This is at the agents knowledge to perform this action. This will also helpful in regular customer chat requests. The same agent can pick the chat from the queue in order to avoid query briefing by the customers each time.

When the chat is engaged in this way , this will also be included in the agents load factor and thus the configurations are maintained.

• Function: Engage the chat session when pulled and update the agents chat count
• Configuration(s): Enable / Disable

Files sharing

This feature enables the agents to share documents with the visitors during a chat session. An admin controllable function where the required documents can be stored and the links are made available for the agents.

It is also possible for the agents to share the documents from their local PCs.

• Function:Post the document download link when triggered

ART

ART (Average response Time) is a feature developed for the evaluation and development purpose. This functionality will calculate the response time of the operators for each responses starting from the chat acceptance till the end of the chat. This is a built in function and the captured ARTs are reflected in the reports too.

• Function:calculate the response time for each response and ART for each chat

Quality Analyzer

It is a Quality control tool to capture the analysis feedback for the completed / live chat sessions. The Analyzer is provided with a feed back form to input the feedback / comments on the chat sessions. These inputs can later be analyzed to determine the efficiency of the agents and will help in improving the standards.

A customizable template is provided in the admin panel to create the analyzer form with ratings and comments options. The number of fields is not restricted and administrators can create the necessary parameters for a better analysis.

A detailed report can also be generated for all the captured parameters.

• Function: Capture and store the inputs upon submission
• Configuration(s): Form parameters
• Customization(s): Form parameters , Enable/ Disable

Rating

A quality measurement tool developed to get the customer feedback on the chat sessions. When enabled , the visitors will be provided with a rating strip during / at the end of a chat session. This will directly reflect the efficiency of the concerned agent and customer satisfaction levels.

• Function:Display the rating strip and capture the rating

Chat monitoring

This functionality is developed for the superior agents to monitor current chat sessions. This will enable the supervisors to view any current chat sessions to ensure that the low level agent is handling chats according to the standards.

Also, this feature enables the supervisors to send messages to the agents alone or to both the agent and the visitor.

• Function:Populate the chat session (Transcript) when monitored and enable message posting

Embedded Chat

This option facilitates the users to embed the mioot chat in to their websites.It is an alternative to the conventional pop up windows and the window is persistent.

The chat window along with the conversation will follow along with navigation and thus avoiding the need to switch windows to get into the chat conversation.

It is also possible to have almost all the features which are associated in the normal pop up chat window and is easy to configure / customize.

This feature is developped to upload standard documents to be used during chat sessions. This module helps the users to add / map and manage canned documents. These added documents will be made available to the agents during a chat session.

This feature enables the agents to view the pages and navigations done by the visitors. This is a request based option and agents can request for a co-browse session any time during the chat.Once Accepted by the visitor, Agent can view the pages and even fill the form fields for the visitor.

• Function : Disply the browser session to agent in a new window.
• Configurations : Request / Decline messages, Restricted pages

Multi-Pointed

Mioot has developed and built it with its live chat software an advanced and multi-pointed trouble ticket system to keep in track of all the communication channels unbroken. It is bundled with the live chat software and can be effectively utilized from different angles via, from chat, from web, e-mail, From phone queries and from offline queries.All these are classified with TOF ( Ticket Originated From) field

From Chat.

All or some of the chat conversations can be booked as tickets and further handled from the ticket board. Booking tickets can me made mandatory or can be left open for the agent’s concern.

From Email.

The e-mail Ids can be configured in to mioot system and once configured , all the mails are auto converted in to tickets and get docked in to the mioot ticket board. This comes with a SPAM control procedure.

From offline.

All the offline (when no agent is online for chat) queries can automatically be converted in to tickets and brought in to mioot. Agents can handle these queries from the ticket board when they login.

From Phone queries.

All the inbound and outbound phone call details can be logged as tickets and can be followed up / handled further from the ticket board.

From Web.

The submitted web query forms can be brought in to the mioot system as tickets. A detailed template is provided to create the web query forms which can be placed in the websites. Once done , all the submitted forms are docked in to mioot ticket board.

• Function: Create and dock all the tickets based on configuration.

Manual / Auto assignment

All the offline queries submitted when the chat is not operational can be converted in to tickets and docked in to the ticket board.This is a configurable option, and once enabled , all the offline queries can be handled from the ticket board it self.

All the tickets coming in to the ticket board can be distributed either manually or can be automated as well. In case of manual, The open tickets are posted to all the agents and they can pick their choices and answer the tickets. When automated,the tickets are automatically assigned to the agents based on the configurations. The max tickets for each agent can be configured by the administrator as well.

Also, when an open ticket is opened by an agent , it gets automatically assigned to the agent so that the other agents will not be able to handle the same ticket. This will prevent multiple replies for the same query.

• Function:Assign tickets basis configuration
• Configuration(s):Non-queue / Queue

Canned Response Templates

The answers to the frequently asked questions can be created and stored for each department separately. These messages can also be categorized for easy access.

All these created message templates are made available in the ticket board and agents can pull these answers from a drop down and use them to update the tickets. This will save a lot of time and ensure standard and uniform information send out to the customers

• Function:Store and display the messages basis configuration
• Configuration(s):categorized messages
• Customization(s):category and messages

Escalation procedure

This feature enables automated escalations when a ticket is not answered before the configured time.

Mioot comes with a configurable, two step escalation automation procedure. When configured,mails will be send automatically when ever the configured time elapses. Configuration includes the time intervals and the e-mail IDs. It is possible to enter different set of e-mail Ids in each step.This will be useful in acheving and maintaining SLAs.

• Function: Send escalation alert mails as configured
• Configuration(s):Time , E-mail Ids
• Customization(s):Time

SPAM Control

E-tickets features come with an Automated e-mail verification process in order to avoid spam e-mails in the ticket board.Whenever a new email is received form a new e-mail ID ,a verification e- mail will be sent to the sender to make sure that it is a genuine e-mail and once the sender is verified (a one-time process per e-mail id) then, it will be added to the ticket board and till that time, those messages will be stored as a temporary mails.

This feature enables the system to receive only genuine e-mails and ignore SPAM. So, the emails from e-mail harvesters and junk promotional e-mails are filtered out in this way.

• Function:send SPAM verification mails for fresh e-mail IDs and approve upon verification
• Configuration(s): Verification mail templates , On / Off.

Custom Mail Templates

All the out going mails from the mioot ticket system are template based in such a way that the content format can be customized with the required messages.These configured templates will be used to build the body content of the out going mails when ever triggered.

There are different templates for different scenarios like Auto- response , Update mails and SPAM verification e-mail. All the possible variables like names , message threads , Agents are made available to be used in the templates and can be used accordingly to construct the template.These configurations can be done for each department as well.

• Function: Construct the body content based on configuration and send mails when triggered
• Configuration(s):Mail templates for various scenarios
• Customization(s):Mail templates for various scenarios

Rich Text with Spell check

Mioot has some of the rich text functions built in which can be used when reply to a ticket.This will help in more formatted text reply to all the tickets

Also,There is an inbuilt spell check function which gets triggered automatically for every update.

Convert Chat as ticket

This feature has been developed keeping in mind the fact that there should not be any unfinished/unanswered communication in all channels possible.

While chatting with a customer, an operator may not be able to answer one or more queries during a chat. In this kind of situation, the operators can convert those particular chat conversations into a ticket, So that the communication thread is not closed but kept open, and an appropriate action can be taken later. Also, if the ticket has the customer’s email, any updates made to that particular ticket will automatically be emailed to the customer so that the customer gets the update.

This feature is useful in the area of developments too. Operators may receive valuable suggestion from the visitors/customers during that and that suggestion can very well be a starting point for future development.

• Function: Post all the tickets to the ticket board when triggered from the chat panel and fire e-mails upon creation and updates
• Configuration(s):Create categories and sub categories for the tickets, configure mail templates, Escalation procedures
• Customization(s): Customization(s):Category, Sub-category, Mail templates and escalation definitions.

Email tickets with POP/ Exchange support

This feature enables the users to configure the e-mail Ids in to mioot system so that all the incoming mails are automatically converted in to tickets and docked in to the ticket board in a specific format. From there on , these e-mails can be handled from the agent console itself.

This will thus enable detailed report generation and qualitative / quantitative analyses. Mioot system supports both POP and Exchange server integration modes.

Failure Alerts and Size control

There are procedures built in to control the mail box size automatically. The mails in the pertinent folders will automatically be deleted after a specified number of days. And there are built in functions to send alert notification mails to the configured e-mail Ids in case of login failure and password expiry

• Function:Function:Convert and move all the mails in the inbox of the configured e-mail(s) into the ticket board, fire e- mails upon creation and updates,Send alert mails and delete mails basis aging of mails
• Configuration(s):Configuration(s): e-mail Ids, mail templates, Forward / CC e-mail IDs
• Customization(s):Mail templates

Log Phone queries ( Inbound and outbound)

It is possible to manually log all the phone queries in to the Mioot system using Pr-defined input form. There can be separate forms for inbound and out bound calls. There are also options to create phone guidelines for the agent’s perusal. These logged quires can further be handled from the ticket board via e-mail

• Function:log all the submitted quires basis department.
• Customization(s):Input form(s).

Auto Convert offline messages

All the offline queries submitted when the chat is not operational can be converted in to tickets and docked in to the ticket board. This is a configurable option, and once enabled , all the offline queries can be handled from the ticket board it self.

• Function:Convert and dock the offline queries in to the ticket board when enabled
• Configuration(s):On / Off

SLA Plans

Mioot ticket system comes up with a configurable SLA plans basis department. The ticket reports are generated based on these configured SLA plans and will help determine the service effectiveness.

• Function: Generate reports basis configuration

• Configuration: SLA Plans at department level

Controlled Forward and Cc

The tickets can be forwarded and the updates can be included with Cc mails for All the tickets. More over, the e-mail IDs used can be controlled by the administrator. These are completely admin control functions. The e-mail IDs can be configured so that the agents will only be able to use the configured e-mail Ids.

This will ensure the info security concerns are met.There is option to allow agents to use the e-mail ids at their own as well.

• Function:Enable / disable Fwd and Cc options as configured and send out mails accordingly
• Configuration(s):On / Off , E-mail IDs

Loop Control

This feature is developped to control the loop mails getting generated and subsequest ticket creation , due to “Automatic Reply” feature in various mail clients. We have developped a feature to identify and prevent these kind of mails from getting in to Mioot system

Business Hours

Mioot has a seperate module to configure and manage business hours and holidays for ticket system as well. This will help in determining the response time for each ticket and is a configurable option. The system can be configured to Include / exclude the configured business hours in response time calculations.

Domain Blocking

Mioot ticket system comes up with an option to block domains . Once blocked , Mails from those blocked domains will not get converted in to tickets. Administrators can block / unblock domains.

Auto BCC

This features enebles the administrators to enable Auto BCC so that all the agent replies can be sent as a mail to the specified email ID.

Auto Close

“This feature is developped to mark the tickets as “”Closed”” after a set number of days for tickets with status “”Awaiting Reply””.

• Function: Mark the tickets with status “”Awaiting Reply”” As “”Closed””
• Configuration : Number of calendar days.”

External Forwarding

“Agents can forward the tickets to external contacts and the replys are tagged as internal. Administrators can configure and control the email Ids to which the tickets can be forwarded.
Configurations: Enable / Disable, Email Ids”

Bulk Updates

this feature enables the agents to update more than one ticket in one Go. They can search through and select multiple tickets and act/ reply to all selected tickets in a single action.

Customizable survey templates

Mioot live chat software comes with highly customizable survey management system. Detailed templates are provided in the admin panel to create surveys for various scenarios via Pre- chat / offline , post chat and tickets. The administrators can prepare any number of surveys with relevant questions but, only one survey can be active at any point of time for a scenario. The active survey questionnaire will be loaded based on the scenario settings.

The number of questions are unlimited for each survey questionnaire. The question type that can be used are Single choice , multiple choice and Rating.

Chat Survey

These are surveys which are shown to the customers in a chat session. This can either be before the chat session ( Pre – Chat) or after the chat session ( Post Chat )

Pre-chat / offline

When enabled , the active survey questionnaire is loaded when the chat session is initiated. This survey can be mandatory or optional.This is applicable for both the scenarios via chat support is online and offline.

Post chat

When enabled , the active survey questionnaire is loaded when the chat session is completed.

• Function: Display survey questionnaire based on configuration(s), save the details when submitted
• Configuration(s): On / Off , Questionnaire
• Customization(s): On / Off , Questionnaire

Ticket Survey

When Enabled , A separate URL will be send along with the ticket update mail to the customers with configured description. The Web page will have all the configured questions.

• Function: Include the Survey URL with description with ticket update mails , save the details when submitted
• Configuration(s): On / Off , Questionnaire
• Customization(s): On / Off , Questionnaire

Visitor Geo stat

The basic feature of any live chat software is to track the website visitors on a real time basis and capture the relevant information The activities of the website visitors are also captured in detail which includes landing page, navigation and time spend on each page Etc

The other Basic information captured are the geological information of any visitor like city, state-province and country

This will help in determining the Geo-location of the visitor which can be seen using Google map in the application itself When having all these information on hand, it will be very helpful in determining the reach factor of the website, number of visitors coming into the website from each location etc

Ticket Reports

Mioot is equipped with a reporting module to generate reports for all the created tickets. Options are available to search through records using data range m departments , category status etc and excel download option is also provided

Survey Reports

A detailed report can be generated for all the surveys activated and conducted. The reports can be drilled down for any survey, period, Survey type and agents.

Department Performance Report

A template is provided to generate the performance report for each department basis Period. This report includes the key statistics on agents, chats and tickets.

Quality Analysis

A detailed report can be generated basis the rating inputs provided by the monitoring agents basis date , department and agents

Offline queries

All the submitted offline queries are stored in to mioot database automatically. A report generation option is available to generate detailed reports of these submitted queries basis department, action taken , date range etc.

Agent Performance Reports

A complete report generation report is provided to generate agent performance reports basis period, department and agent. The report included agent activities in chat and ticket modules and also include agent login, break timings

Abandoned Chats

There is always a possibility that they operators can miss few of the inbound chat requests. They may not be in the seat when there is an incoming chat request. These missed chats can be viewed at the customer control panel.

For the visitors, when the chat request is missed, they will be redirected to the offline message form and these messages can be viewed at the offline messages section. Also, these will be an entry at the “missed chats” list too. The administrators can view all these missed chats for any selected period of time. The report is shown with date and time of request along with the list operators who were online at the time of requests.

These reports will be helpful for the administrator to train their operators in such a way that the number of “missed chats” is reduced to zero over a period of time. Also, from these reports, the operators can get in touch with the known customers via email and other modes.

The scenarios considered here are 1. Max Queue wait time reached, 2. Non-Queue Redirected 3. Non-Queue DCR redirected 4. Request Declined, 5. DCR Request Declined, 6. No response, 7. Closed on Queue, 8.Queue redirected.

• Function: Generate The report basis filter criteria

Contacts / Pre-chat Info

This module helps in generating / exporting reports and contact information collected via Pre-chat and ticket modules with interaction counts and details.

Chat Reports

A module to generate reports on completed chats. Filter options include period, department, key words and rating

Declined chats

All the chats that are declined by the agents can be grouped and basis that , report can be generated

Auto Attendant

Auto Attendant is an add-on feature to the chat application. The customers will be provided with an option to browse the per-stored structured information along with chat Online / Offline Flow options. The content for the auto attendant can be created in a structured manner using the relevant modules provided in the admin panel

Detailed templates are provided to create and maintain auto attendant contents. We can have these contents at the department level and this will enable the visitors to browse the information themselves.

• Function: Display Auto attendant option and relevant content upon navigation.
• Configuration(s):Menu and content On / Off .

Agent Dashboard

This dashboard is designed to capture and highlight the performances of all the agents logged in. The login/ logout stamps, current status, break times, current chats, number of chants handled, ART and relevant data are displayed for the day.Supervisors can open and monitor multiple agent group dashboards.

Department Dashboard

This dashboard is designed to capture and highlight the activities for the selected department for the current day. Key data pertinent to visitors, Chats and tickets are populated on a real time basis. Supervisors can open and monitor multiple agent group dashboards.

Key Words analysis

The keywords used to reach the landing page are captured and based on these data, A simple report can be generated, which will highlight each key word with its share

Referral Statistics

This report captures all the webpages from where the visitors reached the landing page, number of hits and visitor counts

Search Engine analysis

This report captures the search engine details which are used to reach the landing pages and their share on total hits.