Customer Support [v4.9.1]

For versions:4.9.1

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Customer Support


The function of Customer Support is :

  1. To monitor ticket activity from customers, whether handled directly by the agent or BOT.
  2. To arrange ticket distribution such as ticket reassign, takeover, escalated and transferred.

Login as ‘Supervisor/Agent‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,

Go to Customer Service menu and click the customer support menus, then you will see a customer support page such as images below.

Dashboard

Dashboard is used to monitor the performance of the Agents and incoming ticket like available tickets, tickets in serving and total active tickets.

Monitoring Dashboard Agent

Agents might not have the time to have an in-depth look into all the incoming ticket and filter them based on different parameters. If they’re looking to get important information about the ticket at a quick glance, monitoring dashboards in 3Dolphins feature lets them do just that.

Monitoring dashboards consist of multiple useful widgets that will help Agent monitor their performance, like login time, break time, productivity time, average response time and average resolution time. Agent can take this information as report material to the Supervisor and also motivate them to do a better performance.

Component explanation :

NameDescription
Productive TimeTotal duration ticket ‘Assigned’, ‘Open’ until the ticket is ‘Pending‘ on the status ‘Available’, ‘Coaching’ and ‘Training’.
Login TimeThe total time the agent logs in a day.
Break TimeThe total time the agent breaks in a day.
Avg Response TimeThe average total ticket duration assigned to one agent.
Avg Resolution TimeThe average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Response time’.

Monitoring Dashboard Supervisor

Supervisor might not have the time to have an in-depth look into all the Agent reports and filter them based on different parameters. If they’re looking to get important information about the ticket at a quick glance, monitoring dashboards in 3Dolphins feature lets them do just that.

Monitoring dashboards consist of multiple useful widgets that will help Supervisor monitor their team’s performance, like today ticket, top case category ticket and measure live agent productivity. Supervisor can take better data-driven decisions and also motivate their teams to perform better.

Component explanation :

NameDescription
Avg Chat TimeThe average duration first response until the ticket handled by agent.
Avg Response TimeThe average total ticket duration assigned to agent.
Total TicketToday’s total ticket.
AvailableThe total agent available.
In ServingThe total ticket handled.
Logged-InThe total team members are logged in.
Of Active TicketThe total ticket active.
Avg Response TimeThe average total ticket duration assigned to one agent.
Avg Resolution TimeThe average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Response time’.
Top Case CategoryDisplay top three case category.
Top Closure TypeDisplay top three closure type.

Search in Dashboard

On the dashboard page, you can search tickets based on ‘customer name‘, ‘ticket number‘, ‘ telephone number‘, ‘subject of email‘ or ‘body ticket (message)‘. If the search is successful, you will see customer tickets such as the ‘Ticket’ tab, the ‘Contact’ tab and the ‘Archive Ticket’ tab based on filtered tickets, as shown below.

Change Status Agent

Agents are able to change an status directly from a dashboard view. This feature helps Agents better manage productivity and act on real-time. for example, when the agent is first logged in, the agent can change its status to available, or if the agent is at break, the agent can change its status to break.

On the right of the agent dashboard, click the change status button. You will see a pop-up of the availability status, select the status and click the save button.

Reply Ticket

With 3Dolphins, you can compose and send customers your rich-text replies by clicking Reply in the ticket. This, depending on the source of the ticket, that lets you send your reply with send knowledge, insert library, insert form, insert canned responses, attach files and much more. The options in the text box depend on the source of the ticket because certain channels, like e-mail, do not allow formatted replies.

To begin, change the agent status to ‘Available‘. Because, if the agent is not available, ticket will enter in the queue process and incoming in the ‘Unassigned‘ tab of Supervisors.

Select ticket and click the reply button or you can click the message in the bar chat. Then, you will see a conversation chat, type your message or you can use ‘/’ for canned message. If you’re done, you can click the send button. And then, the ticket status will change to ‘Pending‘.

IconDescription
Indicates that the message is sent to customer.
Indicates that the message is success sent to the customer.
Indicates that the message is pending because lost connection.
Indicates that the message is fail sent to the customer.

To reply email message, in the inbox tab select ticket and click the reply email button. Then, you will see a conversation message and click reply button. Type your message or you can use email template. If you’re done, you can click the reply button. And then, the ticket status will change to pending.

To view information how to reply e-mails, reply e-mails using e-mail templates, forwarding e-mails, attaching files etc., please refer to ‘e-mail channel‘ documents.

Send File or Attachments

A message exchange between Customer’s and Agents can contain media attachments, such as document, images, audio, video, feedback, form, FAQ, even video conference call. The types of attachments that can be sent varies by channel.

To begin, go to customer support page, select ticket and click the reply button. Then, You can see a pop up of conversation chat, click the attachment button.

Send File

You can send files like documents, images, audio and video. A common data type that is used for sending file is :

File NameType FileMax. Size
Document[.doc], [.docx], [.pdf], [.xls], [.xlsx].2Mb (Default)
Images[.jpg], [.png].
Video[mp4]

In conversation chat, click the attachment button and select send file menus. Then, you will see a pop-up to find file in local, select file and click the Open button.

For example, send a file with type file is a .docx. And then, you can preview the file in the conversation chat, you can click cancel button to cancel the send files, or click the send button to send the file.

If the file submission is successful, you will see the file in the conversation chat as shown images below.

Then, in the customer’s live chat, you can see file as shown images below.

Send Library

You can send a library like cards, option, images, documents, videos and audio. A common data type that is used for sending library is :

Digital Library Management Type File Max. Size
Card ‘gif’, ‘jpg’ and ‘png’. 2Mb (Default)
Option
Image ‘gif’, ‘jpg’ and ‘png’.
Document ‘doc’, ‘docx’, ‘pdf’, ‘xls’ and ‘xlsx’.
Video ‘mp4’ and ‘m4v’.
Audio ‘mp3’ and ‘wav’.

Sometimes, you might need to send promotion or other information product use asset in digital library. In conversation chat, click the attachment button and select send library menus. Then, you will see a pop-up to find or add a digital library.

For example, attach digital library with type digital library is ‘card‘. If the digital library has been sent successfully, you will see a digital library (carousel) in the conversation chat, as shown below.

Then, in the customer’s live chat, digital library (carousel) can see as shown images below.

Send Form

Sometimes, you might need to sending form attachments to customer chat. In conversation chat, click the attachment button and select send form menus. Then, you will see a pop-up to find form.

For example, select form and click attach button to send form to the customers chat. Then, if the attach form is successfully, form will appear in the conversation chat as shown images below.

Then, in the customer’s live chat, digital library (carousel) can see as shown images below.

The form that is filled out by the customer, will automatically be entered into the customer case list, as shown below.

And, the form will also be entered in the task list on the form management. In this tab, Supervisors can ‘approve‘ or ‘reject‘ forms.

Chat History

A chat history is an archive of transcripts from online chat or instant chat conversations. In this feature, Agents can save chat conversations between customers and agents from livechat.

In conversation chat, click the attachment button. Then, select and click the chat history menus. Chat history will be automatically downloaded in .pdf file format, such as images below.

Send FAQ

Sometimes, you might need to send knowledge or information about product to reply chat of customer. In conversation chat, click the attachment button. Select and click the send FAQ menus.

Then, you will see a pop-up to find FAQ. if you will update the FAQ before sending it to the customer, click the attach button, but if you will immediately send the FAQ to the customer without changing it first, click the send button.

If send knowledge to customer is successfully, knowledge will appear in the conversations chat, such as images below.

Video Conference Call

One of the best features in the Livechat 3Dolphins is video conference call. With this feature, you can talk with your customer. Video conference call is very easy to use, because enables you to carry out business procedures without the trouble of having to meet face to face.

On the conversation chat, to sent video conference call invitation to customer, click ‘Attachment‘ button and select ‘Conference‘. Then, a video conference call invitation will be sent to the customer, as shown below.

At the live chat of customer, click ‘Accept‘ button to start video conference call with agent.

After accept video conference invitation, at the customer livechat, video conference call will display such as images below.

Field component explanation :

IconNameDescription
Speaker StatsTo view the participants those joining the call.
Start/Stop CameraTo start or stop camera in the video conference call.
Leave CallOnce you’re done talking with customer, you can end the call by clicking the red phone icon at the bottom of the video conference call screen.
Audio ConferencingTo enable or hold an audio in video conference call.
Toggle Tile To display layout of video conference call with types is tile.
OptionAt the option menu, you can manage ‘profile‘, ‘setting (Device)‘, ‘manage video quality‘, ‘view full screen‘, ‘speaker audio‘ and ‘view shortcut‘.
ScreenshotIcon to fast capturing of video conference call.
If the agent’s stops the camera, in the customer’s video conference call display, the agent’s image will not be displayed. Vice versa, If the customer stops the camera, on the agent’s video conference call display, the customer’s image will not be displayed.

At the agent dashboard, video conference call will display such as images below.

When the customer makes a video conference call with the agent for the second time, the customer will be asked to enter a password, as shown below.

To send a video conference call password to a customer, you can see the password in the upper right side of the agent dashboard, like the picture below.

Watermark

Watermark is feature to allows you to apply watermarks to file attachments Customer’s uploaded, so the file as not to spread to parties who are not responsible and maintained its credential. A common data type that is apply for watermark i.e image (.jpg and .png) and document (word, excel and pdf).

For example, when a customer sends an attachment file in the form of an image or document, and then the file is opened by an agent or supervisor, the file will have a watermark consisting of :

  • The name of the User who opened the file.
  • Agent or supervisor ID.
  • The date and time the file was opened by User.

To begin, go to administrator page and click ‘system setting‘ menus. And then, in the ticket configuration section, click true on the ‘enable watermark in attachment’ radio button.

To configure watermark, you must login as Administrator or Supervisors.

Open the file that has been sent by customers. And then, you will see watermark is in the form of agent name, id agent and the first date and time when the file is opened by the agent, as shown below.

Customer Case

Add Customer Case

Customer case describes the process any customer service organization uses to handle, route, resolve, and report on customer issues (cases) using forms that were created previous in form management.

To be able to add a customer case, the first thing to do is to make sure the form has been created. To view the step-by-step create form, please refer to form management page section form builder or click here.

After making sure the form has been created, the second thing you have to do is make sure that the form you have created has been assigned to the group. To view the step-by-step assignment form, please refer to the user management page section groupassign form in group or click here.

After the two things above have been done, you can add the customer case in each ticket that you handle as needed, by way expand all ticket > select ticket > click the ticket activity > click add customer case button, and select form.

For example, select ‘Form Registration‘ and you will see a pop up of form registration such as images below.

Fill in the fields according to the information needed, and click ‘submit‘ button. If submitted is success, form will saved in the customer case, such as images below.

And form also will entered on list task on the form management‘ Supervisor can ‘Approve‘ or ‘Reject‘ form.

Customer Identify

Customer identify allows you to synchronize data that is on the client with the data in 3Dolphins. Customer identify can help agents process important information about customers with a faster and easier time.

For example, when an Agent needs to input information about the customer, the agent must input the information one by one, such as name, address, no. telephone, etc., the process will take longer and make the agent’s performance decrease because he has to manually enter information about the customer.

By using customer identification, the Agent only needs to search customer data using predetermined keywords, example customer id. then all information about the customer will appear, to save that information, the Agent only needs to merge the data, so the data will be automatically stored in the customer contact.

To use customer identify, when opening the 3Dolphins website using web browser like chrome and mozilla firefox make sure that the cors plugin on web browser is active.

In the customer support page, expand all ticket, then select ticket and click the ‘Ticket Activity‘. In the upper section of ticket activity, you can search customer data using predetermined keywords and then click search button.

You will see information about the customer, to save that information, the Agent only needs to merge the data, so the data will be automatically stored in the customer contact.

Ticket Priority

Ticket Priority is a ticket attribute that determines the degree of importance that is supposed to be given to a ticket. When you have to deal with hundreds of tickets everyday, it’s almost impossible to decide which one to work on first, that is why tickets are assigned priorities. You can make a ticket a priority based on the severity level ticket.

Ticket Notification

Agents can receive a series of notifications when using Livechat and Omni-Channel. The notifications let them know what is currently happening with their chats and visitors. Notifications act as a reminder to the Agent or Supervisor to not keep customers waiting. On the 3Dolphins system, ticket notification generally categorized into ten (10) different types, i.e :

New Ticket Notification

A customer has started a new chat (Incoming chat). Ticket notification functions to hold the incoming ticket so as not to disturb the ticket being handled.

Update Event Notification

You’ll get notifications any time ticket are incoming. Like, when you send a file or when the ticket moving to another tab or another agent/Supervisors.

New Message Notification

You received a new message from a customer (New message in chat). A notification will appear below the bubble message.

Bar Live Chat Message Notification

To view incoming ticket of livechat that are currently active (being handled or not yet handled by an Agent).

SLA Ticket Notification

SLA ticket notification is a nice feature allowing you to notice that you have a new ticket in unassigned and inbox tab hasn’t been replied to yet. This notification will appear according to the SLA ticket duration set.

Blinking Notification

Blinking notification is a nice feature allowing you to notice that you have a new ticket has been open and must be reply. This notification will appear according to the SLA ticket duration set.

Warning Message Notification

Warning notification will appear if an agent or supervisor replies message of customer but the customer has been closed the ticket or offline. when the Agent or Supervisor sends a reply message, an error notification pop up and a warning notification icon appear on the left side of the reply button.

Queue Ticket Notification

The customer has entered your chat queue. A queue notification will appear if there is no Agent available on OmniChannel or the Agent is handling another ticket. The queue will be displayed at the very bottom of the chat box and the number of queues is refreshed every 30 seconds.

Takeover Ticket

On the customer support of Agent, this notification functions is to view total incoming ticket (chat or message ticket) on the agent. But, on the customer support of Supervisor, this feature is to see the total takeover tickets by the Supervisor.

Ticket Notification

In customer support from the Supervisor, the bell icon is a notification feature to view the total incoming ticket on the Supervisor.

Filter Ticket

The Tickets tab allows you to filter data based on various parameters. Inside the Tickets module, you can see the right sidebar filled with options to filter your tickets. In the 3Dolphins system, filter tickets consist of six (6) categories, i.e :

  1. Filter by Channel Type.
  2. Filter by Date.
  3. Filter by Severity.
  4. Filter by Category .
  5. Filter by Ticket Status (Assigned, Open and Pending).
  6. Filter by Team Member.

Filter Ticket by Channel Type

Allows the Agent to filter tickets based on channel type. By using this ticket filter you can see particularly (separate / distinguish) the type of tickets your received. For now 3Dolphins can filter 19 channels type, i.e. :

  1. Facebook page Filter
  2. Facebook Messenger Filter
  3. Twitter Mention Filter
  4. Twitter Direct Message (DM) Filter
  5. Email Filter
  6. Telegram Filter
  7. Youtube Filter
  8. Instagram Filter
  9. Livechat Filter
  10. Finesse Filter
  11. Ecentrix Filter
  12. Smartcall Filter
  13. Ms. Team Filter
  14. Skype Filter
  15. Whatsaap Filter
  16. Line Filter
  17. App Follow Filter
  18. Generic Filter
  19. Walkin Customer Filter

To begin, go to customer support page and select channel in box channel type. For example, select channel type ‘Walkin Customer‘. Then, you will see a ticket with channel type ‘Walkin Customer‘ such as images below.

Filter Ticket by Date

Allows the Agent to filter tickets within a custom date range. For example filter ticket from ‘17/05/2020‘ until ‘17/05/2020‘. Then, you will see tickets with a custom date range that you have set.

Filter Ticket by Severity

A ticket can be prioritized as Critical, High, Medium or Low based on its content, its requester or any property containing certain keywords that let you assign a priority to tickets. Severity level indicates the relative impact of an issue from customer (ticket). 3Dolphins system uses the following severity level definitions to classify all ticket requests :

Severity LevelDefinition
CriticalUsually receives the highest focus.
HighHigh in importance, and needs to be addressed ASAP.
MediumFor mid serious issues that would need to be taken up in the near priority.
LowFor issues that can be prioritized to be worked on later.

To begin, go to customer support page. Then, before you can filter your tickets by severity, make sure to add the ticket severity by selecting the severity and clicking the save button ().

After adding priority tickets successfully, ticket will marked as priority based on severity level selected. Select and tick priority tickets to be filtered. And then, you will see all ticket filtered severity, like the image below.

Filter Ticket by Category

Allows the Agent to filter ticket based on category. For example, tick service category ‘Maintenance‘. And then, you will see all ticket with category type ‘Maintenance‘ such as images below.

To view step by step add category, please refer to paragraph classifier page, section ‘Paragraph Classifier On Chat Ticket‘.

Filter Ticket by Ticket Status (Assigned, Open and Pending)

This feature is only found in the ‘Team‘, ‘Takeover‘ and ‘Inbox‘ tabs in the customer support page. To begin, go to customer support page. On the inbox tab, tick the ‘Pending‘ ticket status as shown below.

Filter Ticket by Team Member

This feature is only found on the customer support page on role Supervisor.

To begin, go to customer support page. On the list active team member, select team member and click the filter button (). And then, you will see all tickets that are being handled by team members that you are selected.

Team Member

Team member means a member who is registered on Omni-Channel. The function of the team member feature is :

  1. View active member,
  2. View Rules,
  3. Change status,
  4. Filter ticket,
  5. Kick user,
  6. Update Team Member,
  7. Search active member.

View Active Member

This feature helps Supervisors to see a member who is available on Omni-Channel. At the bottom right of the supervisor dashboard, you can see active members.

View Rules

This feature helps Supervisors to see the skills assigned to agents. Select a member and click the view rule button (). And then, you will see the rules set on the members, like the image below.

Change Status

This feature helps Supervisors better manage productivity and act on real-time data by updating agent statuses that are incorrect (for example, if the agent’s working hours have finished and forgot to log out, or available but his/her status is displaying as inactive).

In the list of team members, you can change the agent status. Select a member and click the change status button (). And then, you will see a pop-up of availability status, select the status and click the save button ()

Filter Ticket

This feature helps Supervisors monitor their team’s performance like seeing tickets being worked on by team member.

To begin, go to customer support page. On the list active team member, select team member and click the filter button (). And then, you will see all tickets that are being handled by team members that you are selected.

Kick User

Supervisors can manually kick the Agents or team member from Omnichannel. For example, when an agent forgets to log out, this is the role of the Supervisor to kick the agent from the omnichannel. Click the kick user button () on the member.

Update Team Member

The status of team members will automatically be updated if there is a team member who makes changes to their status. Keep your records up to date of team member, click the team member update button ()

Search Team Member

In the search column, type the name to find team member. For example, find team member ‘Mira Agustina‘ such as images below.

Escalated Ticket

A Ticket escalated happens when a ticket originally assigned to one agent is assigned again to Supervisor. It could happen of the ticket doesn’t fall under the agent’s expertise. You can escalated the ticket using escalate button or batch escalate button.

Then what is the difference between the escalate button and the batch escalated button? The escalate button can be used when you are going to escalate a ticket one by one to supervisors, while the batch escalate button can be used when you are going to escalate multiple tickets to supervisors.

For example, in the dashboard page select ticket and click escalate button. Then, in the pop up to escalated ticket, select supervisor and click the escalate button as shown images below.

Team member (Supervisors) will be displayed in the list if the supervisor is available on omnichannel.

After the ticket has been escalated to Supervisor, the Agent can’t reply the message from customer again. But, Agent can still view the ticket on the escalated tab.

Tickets that have been escalate by an agent will incoming to the escalated tab of the supervisor. In this tab, supervisors can handle tickets, assign ticket to other agents or transfer ticket to other groups.

Transferred Ticket

A ticket transfer allows you to transfer some or all of your tickets from your group to another group. It could happen if the customer case is the different case group. After the ticket has been transferred, ticket will move to transferred tab. Supervisor or Agent can transferred ticket using transfer button or batch transfer button.

Then what is the difference between the transfer button and the batch transfer button? The transfer button can be used when you are going to transfer a ticket one by one to other groups, while the batch transfer button can be used when you are going to transfer multiple tickets to other group.

For example, in the dashboard you can select ticket and click the escalate button. Then, in the pop-up to transfer ticket, select group and click the transfer button as shown images below.

To receive ticket that have been transferred, make sure a supervisor or agent in other group is available and make sure the rule channel for other group in rule management has been added.

After the ticket has been transferred to other group, the Agent can’t reply the message from customer again. But, Agent can still view the ticket on the transferred tab.

And then, in the other group (example : ROOT group), ticket will be distributed automatically to the available agents. If there is no agent available, the ticket will be entered in the ‘Unassigned‘ tab of the Supervisor.

If the ticket is not successfully transferred, there will be a pop up warning ‘unable to transferred ticket‘. It could happen because of any one of the following reasons :

  1. Agent or Supervisor on other group is not available (offline) on omnichannel. Please, follow this step :
    – Login as Agent or Supervisor.
    – If login as Agent, please change the status to Available.
  2. Agent or Supervisor not available on the rule channel.
  3. Rule channel not available. (Note : for case number 2 and number 3, please refer to document ‘Rule Management‘ page)

Reassign Ticket

A Ticket reassign happens when a ticket, originally assigned to one agent, is assigned again to another agent. It could happen because the ticket doesn’t fall under the first agent’s expertise or the original agent is unavailable. Supervisor can reassign ticket using reassign button or batch reassign button.

Then what is the difference between the reassign button and the batch reassign button? The reassign button can be used when you are going to reassign a ticket one by one to agents, while the batch reassign button can be used when you are going to reassign multiple tickets to agents.

For example, in the dashboard you can select ticket and click the reassign button. Then, in the pop-up to reassign ticket, select team member and click the reassign button as shown images below.

Team member will be displayed if the member or agent is available. Therefore, to reassign a ticket, make sure an agent is available.

After the ticket has been reassign to team member, supervisors can monitor the ticket on the team tab.

And then, ticket that have been reassign to team member will incoming to inbox tab of team member such as images below.

Takeover Ticket

Sometime the supervisors might need to takeover ticket. Maybe it’s because the agent is handling other tickets which cause the customer to wait too long or other problems. Supervisor can takeover ticket using reassign button or batch reassign button to yourself.

For example, in the dashboard page select ticket and click the reassign button. Then, you will see a pop up of reassign ticket and you can do a takeover ticket by reassign ticket to yourself (Supervisor).

If the takeover ticket is successful, the ticket will move to the ‘Takeover‘ tab, as shown below.

Close Ticket

‘Closed’ is the final status of a ticket. After the ticket is closed, it will move to the closed bucket and the feedback (a satisfaction survey) notification will sent out to customers after the agent close the ticket to find out what your customers feel about your support. In the 3Dolphins system, there are three (3) ways to closed ticket, i.e :

  1. Close the ticket using the closed button ( ) on the conversation chat.
  2. Close the ticket using the closed button ( ) on the customer ticket page.
  3. Close the ticket using the batch closed button ( ).

Close the ticket using the closed button

To begin, In the dashboard page select ticket and click reply button. Then, you will see a pop up of conversation chat, click close ticket button (), as shown images below.

Or you can expand all ticket, then select the ticket will be closed and in the lower section click the close ticket button “

You will see a pop up of remark closed ticket and click closed button.

Component explanation :

NameDescription
TagsType the category of ticket.

Note : Tags are words, or combinations of words that you can use to add more context to tickets. You can assign them to tickets. You can create, assign, and manage tags in the 3Dolphins paragraph classifier. For example, while a ticket can only be in one group, or have one status at a time, a tag can be added to multiple tickets and a single ticket can contain multiple tags.
Closure typeClosure type are generally categorized into four different type, i.e :
– Case Resolved : It means the case has been resolved by agent.
– Case Without Resolution : It mean the case has been resolved by agent and the agent has provided a solution to the case.
– Case Drop by Customer : It mean the case closed by customer (when in the middle of a conversation the customer closes the ticket)
– Case Escalated : It means the case is escalated to the supervisor and has been resolved.
RemarkType your remark to close the ticket.
Close with FeedbackTicket will automatic closed and send feedback to customer.
Close TicketTicket will automatic closed.

After the ticket is successfully closed, the ticket will move to the ‘Closed‘ tab, such as images below.

And 3Dolphins will automatically send feedback to customer, such as images below.

Close the ticket using the batch closed button

To begin, in the dashboard page select multiple ticket use the mark all button and click the batch close button. Then, you will prompts to confirm the closed request, click ‘Yes‘ to proceed or you can click ‘No‘ to return to the customer ticket page as shown images below.

After the ticket is successfully closed, the ticket will move to the ‘Closed‘ tab, as shown below.

View Chat History

The Chat History is stored for to retrieve valuable information from past conversations. With chat history, the Supervisor can monitor the interaction between Agents with Customers.

In OmniChannel, 3Dolphins supports infinite chat history, meaning it will continue to load and render previous messages within a chat window as long as you continue to scroll the window upwards and as long as there is content to render. However, in livechat 3Dolphins, by default customer’s can only see six previous bubble message.

This section contains instructions on how to view chat history. There are two main ways to view previous chat history in 3Dolphins, i.e ‘view conversation‘ and ‘history ticket‘.

View Conversation

View conversation is a threaded messaging that displays both sides of a conversation on one screen, in chronological order. In this way it also groups messages from the same person together. This feature is only available on ‘Escalate‘ tab of Agent, ‘Unassigned‘ tab of Supervisor, ‘Transferred‘ tab and ‘Closed‘ tab of Agent and Supervisor.

For example, in the dashboard page click the ‘Closed‘ tab. then, select ticket and click view conversation button (). Then, you will see a pop-up of conversation chat, such as images below.

History Ticket

In the history ticket, you can easily find and review the history of every communication between you and your customer, at any time. History ticket show all the ticket updates and you can see the complete history of a ticket.

To begin, in the dashboard page select ticket and click the avatar of customer. Then, you will see a pop-up window ‘360 Customer View‘. In the list of ticket number, select ticket and click the channel icon. Then, you will see conversation chat, such as images below.

Merge and Unmerge Ticket

Merge Ticket

Functions of Merger ticket is to merge two or more tickets together if you receive two support requests about the same issue from the same end-user.

Sometimes, you may receive multiple tickets that have a common root-cause over a period of time. It may be due to customers inadvertently raising duplicate requests. 3Dolphins allows you to efficiently manage such duplicate tickets by merging them. This essentially allows your agent to track the issue via a single ticket while closing out all the duplicates.

When you merge two or more tickets, one of them becomes the primary ticket with which the other tickets are merged. The primary ticket remains open and only the primary ticket requester will get replies from the agent. The tickets merged into the primary ticket will be marked as ‘Closed’.

  1. Agents can merge tickets with existing tickets in other agents. After the merge, ticket that has been merge will move to closed tab, and all merge ticket are listed at the merge ticket stories.
  2. Agents can merge tickets with tickets that have a ‘Closed‘ status. In this case, when the ticket is unmerge, the ticket that was previously closed will move to the closed tab again.

For example, in the dashboard page select ticket and click merge ticket button (). Then, in the pop-up of merge ticket you can search ticket based on ‘Ticket Number’ or ‘Account Name‘. Tick the ticket of customer’s will be merge and click ‘Merge‘ button.

After the tickets are successfully merged, the tickets will automatic close and move to the closed tab. For example, if you merge ticket ‘A‘ with ticket ‘B’, then ticket ‘B’ will automatic close and move to the closed tab.

To view history of merge ticket, click merge ticket stories button (). Then, you can see ticket has been merged, such as image below.

Unmerge Ticket

Unmerge ticket function is to reverses the merging action and brings back the original tickets. Ticket that has been unmerge will move to ‘pending‘ tab and it starts behaving like any other regular ticket. After unmerge ticket, SLAs will start working again. But, if the Agents merge tickets with status is ‘Closed‘, when the ticket is unmerge, the ticket will move to the closed tab again.

For example, in the dashboard page select ticket and click merge ticket stories button (). Then, you can see a pop up of merge ticket stories, select ticket and click unmerge button ().

You will prompts to confirm the unmerge request, click ‘Yes‘ to proceed unmerge ticket, or you can click ‘No‘ to return to the customer support page.

Ticket that has been unmerge will move to ‘pending‘ tab and it starts behaving like any other regular ticket.

Merge Contact

When your contact has identical entries (same person with same number or e-mail) saved multiple times in the contacts list, removing all the duplicate entries from the list becomes necessary. Such process is sometimes also referred to as merging the contacts.

For example, when a customer send a message from several different channels, it will make the customer’s contact stored differently in the contact list. In this feature, 3Dolphins makes it easy for you to be able to merge these contacts into one.

In the dashboard page and click merge contact button (). Then, you will see a pop up of merge contact. You can search contact based on ‘Contact Name‘ and tick contact then click merge button.

After the contacts are successfully merged, click the avatar of customer’s to make sure that the merge contact is successful. You can check this in the personal data information section.

Merge Contact Suggestion

Merge contact suggestion is a feature to provide pop-up suggestions for contact merge when there are customer contacts who have the same email or phone number. The merge contact suggestion will appear when the Supervisor or Agent has been adding or editing a contact either from the customer contact menu or from the Supervisors or Agents dashboard. When the suggestion merge contact appears, you can review them prior to merge the contact.

On the customer support page, select a ticket and click the customer avatar, and then you will see a 360 customer display form, edit information such as the customer’s email or phone number.

When you add email or a customer’s phone number, and there are customer contacts who have the same email or phone number. Merge contact suggestions will appear as shown below.

FeatureDescription
Do Not MergeDo not merge customer contact or cancel merge customer contact.
Merge SelectedMerge customer contacts based on selected contact.
Merge AllMerge all customer contacts who have the same email or phone number.

Block Contact

Feature block contact allow you to block contact of customer’s if contact is marked as spam. Contact has been blocked will move to the ‘Blocked‘ tab. If you get message from customer’s that has been blocked, message will appears in the blocked ticket list of supervisor. For example, customer send message to Agent or Bot, then ticket will incoming on the inbox tab of agent, such as images below.

Click avatar of customer, then you will see a pop up of customer contact (360 Customer View), click the ‘Block User‘ button such as images below.

If you successfully block a customer’s contact, you will see a ‘Success’ notification. Then, in the customer’s contact page, the customer’s contact will move to the blocked tab, like the image below.

In the customer support page of the agent, close the customer ticket. If the customer sends a message to the Agent or Bot again, the message will appears in the blocked ticket list of supervisor. In this section, you can also unblock a ticket by pressing the unblock ticket button ().

Unblock Ticket : This feature only functions to unblock tickets, not to unblock contacts. When the ticket is unblocked, the ticket will move to the Bot tab (If case, customer send message to Bot), or will move to Unassigned supervisor tab (if case, customer send message to agent).

And then, you will prompts to confirm the unblock ticket, click yes to proceed or you can click no to return to the customer support page.

But, if you want to unblock a customer’s contact, in the list of blocked ticket, click avatar of customer. And then,You will see a pop up of customer contacts (360 Customer View), click ‘Unblock User‘ button such as images below. Then, you will prompts to confirm the unblock request, such as images below.

Unblock All : Existed blocked ticket from this contact will move to ‘unassign tab‘ or ‘bot tab‘.
Delete All : Existed blocked ticket from this contact will be deleted from system and database.

Canned Message

Quick responses on livechat are crucial for high customer satisfaction. That’s where canned message come in handy. They help agents avoid delays and save them from typing the same answer over and over again.

If you often reply to the same customer questions, consider saving those replies as canned message. It will shorten your response times and save keystrokes on repetitive typing. With canned message, you type it once, save it and reuse it in chats and tickets whenever you need. Apart from being a huge time saver, canned message help tackle typo mistakes.

In short, a canned message is a predefined message, that can be quickly recalled through a shortcut. In Livechat 3Dolphins you simply use a slash (/) sign followed by the canned title to the canned message, e.g. /Greeting (“Hi, how can I help you?“). When you start typing, a suggestion pops up, and you can see all saved canned messages that contain the phrase.

Reply Chat Used Canned Message

To use a canned message in chat, type in the slash (/) sign followed by a shortcut (shortcut title), for example, /Greeting (try it out!). To begin, go to dashboard of Agent, click the ‘Inbox‘ tab. Then, select ticket and click reply chat button.

In the conversation chat, type in the slash (/) sign followed by a shortcut (shortcut title), for example, /Social CRM. When the cursor is directed to the shortcut tittle, the message will appear on the box such as images below.

Click send button, and then canned message will sent to customer.

Create Canned Message

Here you can create new canned message from scratch, edit existing ones, and delete the ones you no longer use. Follow the steps below to add a new one :

To begin, go to customer support page, click canned message button (). Then, you will see a pop-up window in which you can add the shortcut title, message and then click add canned message button ( ).

Field component explanation :

NameDescription
Shortcut TitleDisplayed as a title at the message in the conversation chat
MessageA message from the shortcut title selected that will be sent to customer.
GlobalIf you tick this feature, then canned message will display in all team members. This feature only appear on the canned message of Supervisor.
Add Canned MessageTo add a canned message that you are currently creating.
Cancel Canned MessageTo reset a canned message that you are currently creating.

Canned message that has been created will display in the list of canned message, you can change and remove canned message, such as images below.

Editing Canned Message

Your predefined replies can get old and out of date after some time. You can easily modify them in the following way :

To begin, go to customer support page, click canned message button (). Then, you will see a pop-up window in which you can find the message you want to edit, hover your cursor over it and click edit button (). Here, you can change the text of the shortcuts title and/or it’s message. Click on edit canned message button () to finish up.

Deleting Canned Message

If you no longer need a particular response, you can delete it. In the customer support page, click canned message button (). Then, you will see a pop-up window in which you can find the canned message you want to delete, hover your cursor over it and click delete button ().

How to Find FAQ

FAQ are listed questions and answers pertaining to a particular topic. Function of this feature is to find answers to common questions about a knowledge (specific product or service).

On the customer support side, click find FAQ button (). In the pop-up window find the FAQ, type your question, and then you will see suggestions like the image below.

Choose a suggestion and you will see an answer that approaches the question. like the picture below.

How to Export Ticket

Allow Supervisor to export important ticket information in a consumable format, so that they can analyze it when they’re offline or away. The details about the tickets are generally downloadable in CSV or excel formats. The date range for exporting tickets is 14 days.

On the customer support page, click export ticket button (). In the pop up, you can export ticket based on created date, modified date or closed date with range date is fourteen (14) days. And you can custom ticket fields (ticket number, status, channel, etc) and contacts (contact ID, full name, phone, etc) that will be exported.

For example, filter ticket based on created date, with range date is ‘16/05/2020‘ to ‘17/05/2020‘. And then, click download CSV button.

How to Create Outbound Ticket

Outbound tickets are created by default with a pending status. Every outbound ticket from telephony channel like smartcall, walkin-customer, finesse and ecentrix your Agents or Supervisor send from 3Dolphins is immediately converted into a ticket is marked as an outbound ticket.

We’ve put together a detailed list of all the differences between an outbound ticket and inbound ticket to help you understand this better.

Inbound TicketOutbound Ticket
By default, ticket status will be Unassigned or Assigned.By default, ticket status will be Pending.
By default, ticket will be marked as ‘inbound‘ ticket.By default, ticket will be marked as ‘outbound‘ ticket.
SLA will be calculated based on the SLA Metric set, which is ‘created to response‘ or ‘assign to response‘.SLA will be calculated based on ‘resolution time‘ (created date of ticket until the ticket was closed).

To configure SLA Time (in Second), please refer to ticket configuration on system setting.

For example, in the dashboard page, click plus button ().Then, you will see a pop up of a new offline ticket.

Field component explanation :

NameDescription
Search Contact by NameCreate outbound ticket by name in existing contact.
Search Contact by PhoneCreate outbound ticket by phone in existing contact.
New ContactCreate outbound tickets with new customers.
ChannelChoose channel like ‘walkin-customer‘ or ‘EcentriX Product‘ that registered with OmniChannel.
SubjectCreate a subject from an outbound ticket that will be sent to the recipient.
MessageEnter a custom message that will appear in the notification outbound ticket that are sent.
TagsType the category of ticket.

Note : Tags are words, or combinations of words that you can use to add more context to tickets. You can assign them to tickets. You can create, assign, and manage tags in the 3Dolphins paragraph classifier. For example, while a ticket can only be in one group, or have one status at a time, a tag can be added to multiple tickets and a single ticket can contain multiple tags.
Add Customer CaseAdd customer case.
SaveTo send outbound ticket.

After click save button, you will see a success notification of created outbound ticket, and by default ticket will be marked as ‘outbound’ ticket and ticket status will be ‘Pending’ such as images below.

If the agent that create outbound ticket, outbound ticket will appear in the pending tab. But, if the Supervisor create outbound ticket, outbound ticket will appear in the takeover tab.

View Assignment Rule

An assignment rule dictates to whom a case is assigned based on skill an agent or supervisor. To find out which rules are assigned to you, follow the steps below :

On the dashboard page click assignment rule button (). Then, you will see a pop up of assignment rule, you can see which channel and skills (Inbound or outbound) you are assigned, such as images below.

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