ASAPP Messaging Updates - Insights Manager

Overflow Queue Routing

Administrators can redirect the traffic from one queue to another queue based on two different rules, namely: business hours and agent availability.

Business Hours Rule

The chat traffic from queue A is redirected to queue B when it is later than the open operating business hours for queue B.

Agent Availability Rule

The chat traffic from queue A is redirected to queue B when there is no available agent serving queue A.

Queue Routing improves:

• Reduce estimated wait time for end-customers
• Support closed queues when it is a legal requirement

Bulk Close and Transfer Chats

ASAPP introduces bulk chat management features in Live Insights to help alleviate queues experiencing unusual activity or high traffic.

These features include:

• Bulk Transfer: Transfer all chats from one queue to another to redistribute traffic
• Bulk Close: End all chats in a queue to quickly address unusual activity

The features are accessible through dropdown menus and modal interfaces in Live Insights.

Data Access Control via SSO Groups

Users are assigned to groups based on their SSO/SAML credentials, which determines their data access across Live Insights, Conversation Manager, and User Management.

Organizations provide four attributes per user (BPO, Product, Role, Location) which ASAPP uses to construct group names and manage access:

• BPO users see only chats they service
• Workforce Management users see all chats, metrics and agents for their BPO
• Agents see only their own chats and data
• Managers see chats for their assigned teams

ASAPP maintains the group structure to enable filtering and queue association. All filters are defined by user SSO attributes.

Live Insights Metrics

Two new monitoring features were added to Live Insights:

• Average First Response Time metric in queue cards tracks customer wait time for initial agent response
• SLA column in conversation tables shows if response times meet service level agreements

These additions help workforce managers monitor capacity and meet contractual SLA commitments.

Team and Location tables for Live Insights

Live Insights now offers a Team and a Locations tab with filtering options that helps to oversee the management of teams and agents. Each tab shows the size and occupancy of each result.

Customers assign staff to their queues from various sites/BPOs, which complicates tracking the real-time performance of their agents for administrators. They lack visibility into agent behaviors, outages, and staffing levels across different geographic locations.

Additionally, supervisors are sometimes required to provide hourly updates on agent status (active, on lunch, etc.), necessitating an easy method for accessing this information. The additional teams and location tabs in insights manager make the administrators task of managing their teams across various locations easier and more efficient.