Datasheet

Expertflow Hybrid Chat unifies customer chats, bots, contact center, and CRM.

Supported customer channels are Web, SMS, WhatsApp, Viber and Facebook. The agent gadget can be integrated with Cisco Finesse and agent chat login works with Finesse SSO. Rasa.ai is shipped as an integrated bot solution while other bots may be integrated via the bot API. The Bot may be configured to work for auto answer to customer queries as well as for the agent's assistance.

Chat solution may also be linked with an out of the box Knowledge Base solution. 


Chat Channels


Hybrid chat currently supports multiple chat channels, including, SMS, Web chat, Whatsapp, Viber, and Facebook with support for other channels in the road map. Channel information is visible to the agent under customer data, which displays customer information such as email, phone, language, and chat channel. Hybrid chat helps unify all customer chat channels through which your customers interact with you, allowing the contact center agents to use only one app to handle all chats.


Webchat

Hybrid chat comes with a capable yet simplified customer gadget, with various configurable options to suit your customer needs. The new gadget can now be embedded in any web application, website, or mobile application supporting HTML5. 

Language

As soon as the gadget loads, it detects the browser language and searches if the same language file is available in its translation files directory, adopts accordingly. If the language file is not available, it loads the gadget with the default language configured.

Pre-chat Form

The customer web gadget pre-chat form can be customized to enable/disable the various fields.

Registered Users

You can pass customer data to the customer web gadget to avoid unnecessary form-filling by the customer in case the customer is already a registered user.

Work Hours

Working hours can be defined using our Announcements and Business Calendars module, where supervisors can add, change opening/closing hours of the call center, define public holidays and exceptional hours of operation. Administrators can create business shift timings with multiple shift schedules. For instance, different shift openings for winter and summer seasons. 

During these hours, a custom message can be shown to the visitors in either a default language or what is auto-selected detected from the browser.

Custom Themes

The customer web gadget can be shown in a number of different theme colors, including, orange-theme, green-theme,yellow-theme,purple-theme, light-blue-theme, carrot-theme,blue-theme.

Estimated Wait Time

As soon as the customer requests for a chat, an estimated wait time fetched from MRE can be shown on the chat window.



Facebook

Hybrid Chat supports Facebook as a channel with a plain text, the ability to send and receive Emojis and any type of attachments. You can link your business Facebook page, which allows agents to receive messages from your business page inbox.

At the customer end, all the channels, including Facebook Messenger or the Facebook web app through with the customer communicates with the business, remain unchanged, with the only addition being at the agent end, where instead of a simple messaging app, the agent is now able to use Hybrid Chat. For more details on Facebook integration architecture see here.


Viber

With Hybrid Chat Viber Integration, your customers can chat with your business through all Viber application types including mobile apps, desktop or web-app. The integration supports plain text, picture message, and file attachments, with Activity messages, location sharing and support for carousal being planned for future releases. 

The Viber integration also supports buttons, which can be displayed as options for any question asked for instance by the bot. The user can rapidly select one of the options displayed for a particular query put up by the bot. This selection by ther

Whatsapp

Hybrid Chat Whatsapp integration is an out of the box channel integration provided by Hybrid chat support for only text messages in the current release. Support for activity messages, emojis, pictures, videos, and other attachments will be added in future releases. The integration uses channel aggregators such as Twilio, but we can theoretically connect directly to WhatsApp read more.


SMS

In case of SMS, Expertflow Hybrid Chat only supports text messages while support for other SMS functions such as MMS is part of the roadmap. Expertflow can connect through a channel aggregator such as Twilio or via SMPP. For integration options, see here

SMS via SMPP

With Hybrid Chat SMPP integration, users can now start an SMS to chat conversation with the Hybrid Chat agent from any mobile SMS messenger application. The agent is able to accept the incoming SMS chat request, respond as he wishes, or let the bot handle the chat. 


Cisco Contact Center Integration


Expertflow Hybrid Chat integrates with Cisco UCCE and UCCX using Cisco Finesse REST API and XMPP Server on the Cisco side, while its Communication Server and UMM on the Hybrid Chat side of things.

As evident from the name, the Hybrid Chat's Communication Server is the component that serves a bridge between 3rd party agent-management solutions such as Cisco Finesse and the Hybrid Chat solution. It performs all agent state change requests and monitors agent state changes on Cisco Finesse.  UMM or User Management Module on the other hand is the centralized user authentication and role-based security component. All the application users are created in it. Third-party application users such as Cisco Finesse agents are synchronized with UMM that Hybrid Chat Media Routing Engine (MRE) uses for task routing. 

In the case of both UCCE and UCCX, Hybrid Chat uses its own Media Routing Engine for task routing.

Hybrid Chat Agent Gadget can be embedded as a gadget in Cisco Finesse as described here.

SSO with Cisco Finesse

When embedded in Cisco Finesse, Hybrid Chat provides Single Sign-On (SSO). Agents logged in to Cisco Finesse are automatically logged in to Hybrid Chat. This saves precious contact center time that agents can otherwise use to rapidly respond to customer requests. This time saved amounts to a lot when calculated in terms of contact center time, improving the overall SLA. 


   



Media Routing Engine


Hybrid Chat uses its own media routing engine which is basically a unified media-blending queue for routing non-voice media such as chat to the chat server. It is a Java based back-end service of Hybrid Chat containing routing logic, when a new chat is initiated, it is en-queued in a precision queue which is eventually routed to the Agent. For more info, see the architecture and communication flow.

Precision Queue

MR Engine relies on Precision queues. You can dynamically map the precision queues to direct a chat to the agent who best matches the chat request's precise needs. With the Hybrid Chat MRE , you can,

  1. Create attributes. Attributes are characteristics with a Boolean flag or a Proficiency rating from 1 to 10.
  2. Assign attributes to the agents on the MR Engine configuration interface.
  3. Create precision queues. Create Expressions and Steps while creating Precision Queues.

CCX agents become members of the precision queues automatically based on their attributes. For instance,

  1. A precision queue requires an agent who is fluent in French and is proficient in dealing with high priority trouble tickets.
  2. An agent Sara is assigned attributes English = True and Trouble-tickets > 7.
  3. The engine will select Sara for such tasks if there’s no other free agent with a proficiency beyond 7 in Trouble-tickets.

Media Blending

Integrated with Cisco contact center, Hybrid Chat provides media blending capability. This essentially means that when the agent is in a chat conversation and a call arrives, the state is changed to reserved and no chat will be routed to that agent. For more details, see the Cisco Finesse integration.

MRE Microservice is a Node.js based back-end API which is directly connected to MongoDB and stores configurations for Agents, Attributes, MRDs (Media Routing Domains) and Precision Queues in the

Skill-Based Routing

Using Hybrid Chat's Media Routing Engine, the supervisors can assign skills/attributes to different agent groups based on their proficiency in a certain skill. These skill groups can then be displayed in our customer web gadget as a query/support subject. This segregation of customer queries at the very beginning of a customer service journey helps save the time spent on unnecessary chat transfers and consultation, improving the overall customer experience. The time saved as a result can be utilized to cater to pending customer chat requests, hence an increase in service level.


Agent Capabilities


Hybrid Chat provides a number of different agent functions that help increase agent productivity. It can either be deployed as a fully functional web app with the complete set of features, embedded as a Finesse Gadget in Cisco Contact center or embedded in a CRM.


Standalone Webapp


Expertflow Hybrid Chat can either be embedded in Cisco Finesse, CRM or deployed as fully functional standalone webapp where the agent has access to all the necessary functions including, bot assistance, supervisor assistance, chat transfer, conference chat, RONA, etc. and the supervisor is equipped with the facility to silently monitor chats, barge-in, whisper or view queue stats. Hybrid chat in this case also, uses its own media routing engine where the agents are defined and added to separate queues based on skills.


Embeddedable as Cisco Finesse Gadget

Hybrid Chat can be embedded as a gadget in Cisco Finesse. This allows the agent to keep using Cisco Finesse as the primary agent desktop, in addition to an enhanced chat handling capability provided by Hybrid Chat. The agent does not need to switch between different windows. Furthermore, Hybrid Chat supports media blending and provides single sign-on for Cisco Finesse.


Embeddable in CRM Solutions such as Microsoft Dynamics CRM

Hybrid chat gadget can be embedded in the CRM of our choice provided that it allows embedding a third party application. Further more, for logging chat activity, automatic customer screen-pop on chat arrival, etc, the CRM must expose APIs. All these can be done for instance in the case of Dynamics Unified Service Desk and Dynamics CRM Web through CIF (Channel Integration Framework). The same can be done for SAP Hybris using the SAP Widget Integration


Dynamics CRM Web or USD

Hybrid Chat, when integrated in Dynamics CRM Web or USD, provides an agent with the capability to use CRM as the primary agent desktop, meaning the agent does not need to switch between different applications. This embedded Hybrid Chat allows for automatic customer information screen-pop on each chat request routed to the agent and automatic chat activity logged at the end of each chat.

Customer information screenpop

On each chat request routed to the agent, a customer information popup is displayed with all the details available in the CRM against that particular customer requesting chat. This information can can be configured as per your business needs.

Automatic Chat Activity

At the end of each chat conversation, we create a chat activity with information including customer name, agent name, and chat history URL.


      




Configurable Maximum Allowed Chat Sessions

Hybrid Chat allows you to configure the maximum number of chat sessions an agent can handle at any given point.


RONA

Hybrid Chat provides out of the box RONA (Re-routing on no answer) feature. This essentially means that a chat request can be re-routed to a new agent in the same skill group in case the first agent could not accept the chat request within the configurable time. This seamless re-routing helps improve customer service by allowing the customer to avoid any unnecessary wait.


Language Support

By default, Hybrid Chat agent gadget supports 5 languages namely English, French, Arabic, Chinese and German. Support for additional languages can be easily added thorough the addition of installation files. These installation files basically contain all the information needed by Hybrid Chat agent gadget to display each agent option in the selected language. This works independent of either the customer web gadget language, the language of communication of the customer or the language in which the bot is trained. 


States

The agent can easily switch between different states from the drop-down available at the top right corner. 

Chat Request

Any incoming chat request is shown as a pop-up to the agent. This can be configured to be shown in one of several ways,

  1. As soon as the customer starts a chat request.
  2. As soon as the customer sends his first message.
  3. When the bot identifies a human hand-off intent.
  4. When the bot's confidence is lower than a certain threshold.




Chat Conversation

The conversation UI shows messages in a threaded zig-zag mode showing customer messages left-aligned and agent responses right-aligned. It displays agent name, agent state, and duration in the last state, customer name, and duration of the conversation. It also displays options to transfer the chat to another agent, to initiate a conference chat and hand raise, which notifies the supervisor to either start silent monitoring, barge-in or send a whisper message.

Transfer Chat

The agent can at any point in time during a chat conversation, transfer the chat to another agent if he feels someone else in the team can rapidly serve a particular customer request while he focuses on helping other customers.  

Conference Chat

During a chat interaction, if the agent feels he needs help from a more experienced or skilled agent in a particular matter of discussion with the customer, he can add other agents. This provides more experienced team members an opportunity to coach newbies on the fly.

Leave Conversion

Leave chat is a function available in any conference conversation. This allows agents invited to the conference to leave the conversation as soon as they feel the chat owner, which in this case, is the agent who accepted the chat in the first place does not require any more assistance.

End Conversion

The agent can on the fly, end any on-going chat conversation.

Customer Data

During each chat conversation, the agent has an option to view complete customer data, which includes, email, phone, customer browser language, channel, etc.


Agent Assistance

Hybrid Chat provides an agent with several options to get help during a chat conversation


Hand Raise

The agent can also use the hand raise option to invite supervisors to join in on the conversation, silently monitor or help the agent by sending suggestions as whisper messages which are hidden from the customer.

Canned Messages

The Agent has an option to send pre-configured template/canned messages from the message panel. These messages are organized under categories, with an option to quickly search for a canned message using the search bar provided in the message panel.


Bot Suggestions

With each customer message received in the conversation window, a list of suggested answers from the chat bot is shown along with the intents recognized. The agent can select one of the suggested answers or let the bot send out the best available suggestion upon timer expiry.

The timer, available for each chat interaction, is shown in three different colors which translates to three different confidence threshold levels, i.e. Green: Bot Confidence High, Orange: Bot Confidence Medium, and Red: Bot Confidence Low. These thresholds and timers can be defined separately. You can also enable or disable auto-answer for each of the three cases.

Supervisor Features


Supervisors can keep an eye on all on-going chats through the silent monitoring feature available in the supervisor dashboard. The supervisor can assist agents in need by using the barge-in or supervisor whisper feature. This can either be requested by the agent using hand raise or the supervisor can barge-in.

Silent monitoring

All on-going chats are listed in the supervisor dashboard and he can in real-time, monitor with out interrupting any chat interaction. This allows the supervisors to keep an eye on conversations to see if the agent may need some help.

Barge-in

The supervisor, can at any moment, during silent monitoring, join the conversation, in either of the two scenarios,

  1. The agent explicitly invites the supervisor using the hand raise option, with is denoted by a blinking hand on that particular chat conversion in the on-going chat list.
  2. During silent monitoring, the agent decides that the agent needs help and he should join the conversation. 

Whisper

During silent monitoring or in a conference with the agent and the customer, the supervisor has an option to send a whisper message to the agent, which is hidden from the customer. 

Reporting


Hybrid chat provides a number of different reports including, Agent Availability, Chat productivity, Chat Detail, Chat Volume by Queue. All these reports are shipped with a basic Hybrid Chat licence in Cisco CUIC. These can also be enabled in any third party tools that you use. Hybrid Chat in this case, will expose its reporting DB.


Agent Availability for Chat

Reporting Fields

Description

Agent NameName of the agent
Availability %(Available for Chat / Logged On) * 100
AvailableThe duration of the agent remained in the READY state in hh:mm:ss format
BusyThe duration of the agent remained in a BUSY state in hh:mm:ss format
Chats ServedNumber of chat served
DateSelected date from the filter
Logged On

Login Duration of the agent in hh:mm:ss format

Not Available For ChatThe duration of the agent remained in NOT_READY state in hh:mm:ss format



Filters

  • Date & Time
  • Agent(s)


Agent Chat Productivity by Queue

Fields

Description

DateSelected date from the filter
Agent NameName of the agent
Queue NameName of the queue
Chats OfferedNumer of chats offered to an agent
Chats RONANumber of Ring No Answer (RONA) chats
Chats AbandonedNumber of chats abandoned on agent Terminal
Tasks AnsweredNumber of chats answered by an agent
Tasks TransferredNumber of chats transferred to an agent
Tasks ConferencedNumber of chats agent conferenced
Tasks TotalAnswered + Transferred + Conferenced
Average Handle Time(Total Handle Time / Total Chats) in hh:mm:ss format



Filters

  • Date & Time
  • Queue(s)
  • Agent(s)


Chat Detail

Fields

Description

DateSelected date from the filter
Agent NameName of the agent
Queue NameName of the chat queue
Customer NumberANI of the customer
Customer NameName of the customer
Queue TimeThe queue time of the chat
Start TimeThe start time of the chat
End TimeThe end time of the chat
Chat DispositionEnd Reason of the chat
Chat TranscriptLink to the chat transcript



Filter

  • Date & Time
  • Agent(s)


Chat Volume by Queue

Fields

Description

%age Closed by Agent(Total Closed By Agent/Total Chats Offered)*100
%age Closed by Customer(Total Closed By Customer/Total Chats Offered)*100
%age Closed by Network(Total Closed By Network/Total Chats Offered)*100
Abandoned After SLNumber of chats abandoned after the service level threshold
Abandoned Rate(Total Chats Abandoned/Total Chats Offered)*100
Abandoned Within SLNumber of chats abandoned within the service level threshold
Answered After SLNumber of chats answered after the service level threshold
Answered Within SLNumber of chats answered within the service level threshold
Average Chat DurationTotal Chat Duration/Total Chats Answered in hh:mm: ss format
Average Wait DurationTotal Wait Duration /Total Chats Answered in hh:mm: ss format
Chats AbandonedNumber of chats abandoned
Chats AnsweredNumber of chats answered
Chats OfferedNumber of chats offered
DateSelected date from the filter
Queue NameName of the chat queue
Service Level(Total Chats Answered/Total Chats Offered) * 100



Filters

  • Date & Time
  • Queue(s)