How to improve AHT in text channels using LiveTex tools?

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To help operators with answers, you can use a text chatbot in "prompter" mode. It allows you to instantly find out the answer to any question that is in its knowledge base, thereby speeding up employee responses.

Also, to reduce the load on operators, you can use bots on the first line of support. They can relieve up to 80% of the load from operators and help during peak hours. By the way, now india mobile phone numbers database you can order bot setup from our managers.

Service Level. Why analyze SL in text channels?

This is the percentage of conversations that were processed within a set time. It can be used to determine whether a queue of customers is building up and whether calls are distributed evenly.

The standard is 80/20, where 80% of customers waited no more than 20 seconds for an operator to respond. Companies can set their own SL value, but most often they choose the standard value.

How to calculate SL in text channels using LiveTex analytics?

The general calculation formula is as follows:

SL = (Number of dialogues answered in a set period of time) / (Total number of dialogues awaiting a response) x 100.

In your personal account, in the "channels" section, you can see the total number of requests awaiting a response for the period and the number of requests answered in a set period of time.