Live Chat Solution

Track multiple Live Chat sessions simultaneously, with advanced engagement options

DigiDesk's Live Chat Channel

Our Live Chat solution delivers a host of powerful features, from intelligent distribution to real-time KPIs and analysis, with access to a comprehensive audit trail and DigiDesk’s on-demand reporting.

Analysis and Insight

DigiDesk has a wide range of real-time widgets and reports, used to track the volume of inbound chats, the number of chats connected, queued, answered, missed and abandoned.

Real Time KPIs

Monitor a range of real-time Key Performance Indicators (KPIs), to include total chats, chats answered, chats missed, average chat duration and SLAs… all broken down by individual agent.

Agent Workplace

Agents can review details on the Live Chat journey, customer record, conversation history, and any notes attributed to the customer. Chats can be tagged and marked as complete.

Intelligent Distribution

Different chat types can be intelligently routed to specific teams and agents, with the highest skill setting. Agents can manage multiple simultaneous Live Chat sessions, across multiple accounts.

Advanced Features

Agents benefit from a preview of customer typing and have the ability to choose from a range of auto replies or short cut responses. Supervisors can monitor all Chat sessions in real-time

On-Demand Reporting

A full audit trail of all customer chats and agent responses is available, with agent and performance reports. All reports can be viewed online, as PDF or CSV and delivered via scheduled reports.