¶ Preparatory Steps
Sign up for TWIN. If you already have an account, log in to your personal account.
¶ Working with operator groups
Operator groups are used to transfer dialogs to an operator. A dialog is transferred to an operator based on the current load among all operators in the group in the Online status. Several operators can be added to one group, and one operator can be added to several groups at the same time.
¶ Creating a group of operators
-
Go to Operator Panel → Groups.
-
Click the
button in the upper left corner. -
Fill in the fields:
- Name: specify the name of the operator group.
- SL of the first response (sec): specify the time in seconds for the first operator response.
- SL of subsequent responses (sec): specify the time in seconds for subsequent operator responses.
SL (Service Level) - indicator of customer service quality. In the customizable fields you specify the time for the desired response, in the operator panel this time is displayed as a timer. In chat reports the percentage of answered sessions for the specified time will be calculated.
-
Click Save. The group will appear in the list of operator groups.
¶ Adding operators to groups
- Go to Operator Panel → Groups.
- Hover over the line with the group to which you want to add an operator.
- Click on the group row or on the
button. - Click
in the Operators block. - Select one or more operators from the drop-down list and click Add.
- Click Save. The specified operators will be added to the group.
- Go to Operators Panel → Operators.
- Hover over the row with the operator you want to add to the group.
- Click on the group line or the button.
- Click on the Operator Group field in the window that opens.
- Select one or more groups from the drop-down list.
- Click Save. The operator will be added to the specified groups.
¶
¶ Deleting an operator group
Delete an unneeded operator group:
- Go to Operator Panel → Groups.
- Hover over the row with the operator group you plan to delete.
- Click
→ Delete. - Confirm the deletion by clicking Delete. The operators in the group will be detached from it, but the operators themselves will not be deleted.
¶ Create an operator account
- Go to Users.
- Create a user account by selecting the Chat Operator role. For more information on creating an account, see Account handling.
-
Go to Operators Panel → Operators.
-
Click the
button in the upper left corner. -
Fill in the following fields:
- Firstname - operator's first name.
- Lastname - last name of the operator.
- Email - login e-mail address.
- (Optional) Operator Group: select one or more operator groups from the drop-down list.
- Maximum number of sessions: specify the maximum number of dialogs an operator can have at one time. The default value is 300.
- Automatic exit after inactivity, sec: Specify the time in seconds after the operator is inactive. If the operator stops sending messages, the account will be automatically logged out after the specified time. The default setting is 0. No automatic account logout will occur with this setting.
-
Click Save. An operator account will be created in the system.
¶
¶ Editing parameters
- Go to Users or Operator Panel.
- Edit the operator account. For details on editing an account, refer to Account handling.
¶ Configure the translation of dialogs into an operator group
To have messages from customers forwarded to operators, follow these steps:
- Go to Bots.
- Open the desired script in the editor. If you do not have a script, create a new one.
- Add a Result block to the script. Read more about the block in the Result article.
- Select Switch to operator in the Action Type field in the block settings.
- Select the Operator Group in the Chat block to which dialogs will be translated.
- Save the script. Once the script reaches the Result block, the bot will perform the translation to the operator.
If the bot cannot continue the script (for example, due to an error), the dialog will be automatically transferred to an operator. To have the dialog translated to a specific group of operators in such cases, set the required group in the start block in Switch to a specialist in the Operator group field. Read more about the block in the article Settings.
If the dialog cannot be transferred to the specified group or a specific operator, an attempt will be made to transfer the dialog to any available operator.
If the attempt is unsuccessful, the dialog will be placed in the Help tab in the operator panel.