Release Notes: September 2013

Overview
ContactAtOnce! has developed a number of enhancements, many of them requested by you, our valued users and customers. Highlights of the new or enhanced features include:

  • Live Visitor Tracking with Proactive Chat Invitations
  • Consumer Advocate Report
  • Chat Quality Score Visibility
  • Agent Performance & Lead Source Report Updates
  • Visit Profile Page Update

 Live Visitor Tracking with Proactive Chat Invitations
Live Visitor Tracking with Proactive Chat Invitations allows you to proactively engage site visitors as they navigate your site in real-time.

Learn more about Live Visitor Tracking with Proactive Chat Invitations

Consumer Advocate Report
Consumer Advocated (released in Q1-2013) offers a way for Publishers to ensure a positive chat experience even if the intended party does not answer in a timely manner. The Consumer Advocate is a feature that allows the Publisher (or a designated third party) to answer chats that originate from the Publisher site but do not get answered within a configurable time.

Learn more about Consumer Advocate

CAReport
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Chat Quality Score Visibility
Chat Quality Score is now visible at the Provider level. Learn more about Chat Quality Score

Agent Performance & Lead Source Report Updates
Both the Agent Performance Report and the Lead Source Report have a new column titled, “Leads Sent to CRM”, added. This column gives the number of leads sent to the CRM by a certain agent.
LeadsCRM
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Visit Profile Page Update
The Visit Information Page now includes two new columns under the “Agents Receiving this IM Conversation Request” section of the IM Conversation Details report:

  • Sent At – Provides a timestamp of when the server sends the chat request alert.
  • Receipt Received At – Provides a timestamp of when the agent actually receives the alert

VisitProfile