Details Agents Should Pay Attention To
This comprehensive guide covers the essential details that agents should be aware of when using the Supsis platform. Understanding these key areas will help agents provide better customer service and work more efficiently within the system.
Chat Menu
The Chat Menu is the central hub for managing all customer communications. It provides a unified interface for handling messages from various platforms and channels.
Centralized Communication
- Unified Interface: All customer messages in one place
- Multi-Platform Support: WhatsApp, Messenger, Instagram, and more
- Real-Time Updates: Instant notifications for new messages
- Easy Navigation: Quick access to all conversations
Filtering Options
- Date Range: Filter conversations by specific dates
- Platform: Filter by communication channel
- Channel: Filter by specific channels within platforms
- Representative: Filter by assigned agent
- Status: Filter by conversation status
Live Menu
- Active Conversations: Monitor ongoing chats
- Queue Management: View waiting customers
- Team Status: See which agents are available
- Real-Time Updates: Live status of all conversations
Team Chat
Team Chat facilitates internal communication between team members, enabling efficient collaboration and information sharing.
Group Creation
- Department Groups: Create groups for specific departments
- Project Groups: Form groups for specific projects
- Custom Groups: Create groups based on needs
- Private Groups: Secure communication for sensitive topics
Message Filtering
- All Messages: View all team communications
- Department Messages: Filter by department
- Group Messages: Filter by specific groups
- Personal Messages: View direct messages
Key Features
- All Team Group: Default group for company-wide announcements
- Personal Notes: Private notes for individual use
- Department Chats: Department-specific communication
- Media Archives: Store and share files, images, and documents
- Direct Messaging: Private communication between team members
Representative Profile and Notification Settings Customization
Each representative can personalize their profile and notification preferences to optimize their work experience.
Profile Customization
- Profile Picture: Upload and manage profile images
- Username: Set a professional display name
- Contact Information: Update personal details
- Status Updates: Manage availability status
Notification Settings
- Sound Selection: Choose notification sounds for different events
- Volume Control: Adjust notification volume levels
- Infinite Loop: Enable continuous notifications for urgent messages
- Notification Toggle: Turn notifications on/off as needed
Personalization Benefits
- Professional Appearance: Maintain consistent branding
- Efficient Communication: Optimize notification preferences
- Better Focus: Control when and how you receive alerts
- Improved Productivity: Tailor the interface to your needs
Representative Statuses
Representative statuses help manage availability and workload distribution across the team.
Available Statuses
- Online: Actively available for new chats
- Be Right Back: Temporarily away but returning soon
- Busy: Currently handling other tasks or chats
- Offline: Not available and not working
Status Impact
- Online: Can receive new chat assignments
- Other Statuses: Cannot receive new chat assignments
- Workload Management: Helps distribute chats evenly
- Team Coordination: Improves overall team efficiency
Actions
The Actions section provides detailed logging and filtering of all user and representative activities within the system.
Activity Logging
- User Actions: Track all customer interactions
- Representative Actions: Monitor agent activities
- System Events: Log system-level activities
- Audit Trail: Complete history of all actions
Filtering and Search
- Date Range: Filter actions by specific time periods
- User Type: Filter by customer or representative
- Action Type: Filter by specific action categories
- Platform: Filter by communication channel
Reporting
- Performance Metrics: Track individual and team performance
- Activity Reports: Generate detailed activity reports
- Trend Analysis: Identify patterns and trends
- Compliance: Ensure adherence to company policies
Ready Contents
Ready Contents are pre-prepared template messages that enable quick and consistent responses to common customer inquiries.
Content Management
- Title: Descriptive names for easy identification
- Content Types: Various message formats and styles
- Shortcuts: Quick access to frequently used content
- Multi-Language Support: Content in multiple languages
Usage Benefits
- Consistency: Standardized responses across the team
- Efficiency: Quick access to common responses
- Quality: Pre-approved, professional content
- Time Saving: Reduce response time for common queries
Content Categories
- Greetings: Welcome messages and introductions
- Product Information: Details about products and services
- Support Responses: Common support issue resolutions
- Closing Messages: Professional conversation endings
Best Practices for Agents
Communication Excellence
- Professional Tone: Maintain a professional and friendly tone
- Quick Responses: Respond to customers promptly
- Clear Information: Provide clear and accurate information
- Follow-Up: Ensure customer satisfaction
System Utilization
- Status Management: Keep your status updated
- Notification Settings: Optimize for your work style
- Ready Contents: Use templates for consistency
- Team Collaboration: Leverage team chat effectively
Customer Service
- Active Listening: Understand customer needs
- Problem Solving: Provide effective solutions
- Documentation: Record important information
- Continuous Improvement: Learn from each interaction
Troubleshooting Common Issues
Technical Problems
- Login Issues: Check credentials and internet connection
- Notification Problems: Verify app permissions and settings
- Performance Issues: Clear cache and restart application
- Sync Problems: Check internet connection and server status
Getting Help
- Documentation: Review available guides and tutorials
- Support Team: Contact technical support when needed
- Community Forums: Seek help from other users
- Training Resources: Access additional learning materials
Conclusion
Understanding and effectively utilizing these key areas of the Supsis platform will significantly improve an agent's ability to provide excellent customer service. By mastering the Chat Menu, Team Chat, profile customization, status management, action tracking, and ready contents, agents can work more efficiently and deliver better customer experiences.
Regular training and practice with these features will help agents become more proficient and confident in their roles, ultimately leading to improved customer satisfaction and business success.