velaro

Busy-Queuing

If all of your agents are currently supporting the maximum number of simultaneous chats, Velaro allows an organization to place new chat requests into a queue where the visitor is put on hold until an agent becomes available. Without enterprise routing, the visitor would be automatically routed to the organization’s “Not Here” contact form.

Auto-Queuing

With Velaro’s enterprise routing, you can force all visitors to immediately be placed into a holding queue when they request a chat. From there, agents have the ability to view the visitor’s pre-chat survey information and then choose to accept or reject the chat.

Request Rejection

Once an agent rejects a chat, the visitor will be routed to the organization’s “Not Here” contact form.

Queue Timeout

Each site, department, or agent has their own individual queue. Administrators can determine the total amount of time that they want a visitor to wait in the queue before an agent answers or they are automatically routed to the organization’s “Not Here” contact form.

Support Tiers

Organizations can set up tiers of online agents. Support tiers provide an organization with the ability to ensure that certain groups of agents will receive chats before other groups. All agents in the first support tier must be completely busy before any agents in the second tier will receive chats. Velaro supports up to fifteen support tiers.

Share Support

Agents can be in one location or logged in remotely. Velaro allows a company to vary and distribute their sales and support staff, allowing agents to be internal employees and/or an outsourced call center.

Auto-Forward

All live support chat transcripts will forward to a default e-mail account upon completion.

User Routing Selection

Let visitors choose a specific department, representative or let the Velaro system choose automatically based on configurable routing rules.

Mix Routing Methods

The ability to have a combination of the above routing capabilities. For example, one department can be set up for queuing, while another is set up for auto-queuing.

Extreme Agent Handling

The ability to route and handle up to 1,000 online agents per site, guaranteed!