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Popular guides & articles
Conversation area
The conversation area in LiveBank is divided into 3 sections (columns): list of my conversations divided into 2 parts (all ongoing conversations and all ended conversations), chat window with selected ongoing conversation and history of conversation for authorized Clients, space for managing case/conversation Conversation list (In progress and Ended tabs) Agent can switch between conversations […]
Customer satisfaction survey
Customer feedback is one of the most important aspects of improving customer experience and business processes inside an organization. And a great way to gather feedback and measure customer satisfaction levels is by using customer satisfaction surveys. In LiveBank there is a simple CSAT survey that measures customer satisfaction within a given Case, allowing collect […]
Skill groups
Skill group’s main goal is, as the name suggests, to group agents with the same skills or handle the same type of calls in one system object. The skill group object contains many parameters that determines how the conversations are routed and to which agent. The main parameter is “Case type”, the Admin user can […]
Routing: overview
LiveBank application has its own, built-in routing system. The routing mechanism is simply responsible for managing contacts from clients: contacts prioritization depending on contact type or topic/case type assigning to the appropriate agent according to the rules that best suit business needs queueing, if the proper agent is not accessible or service is out of working […]
Case Management
Case management in LiveBank is available only from the side of the Bank institution (Agent, Administrator roles). The client can not manage the case. Case Management by Agent The agent has the following functions to manage the Client’s Case: Changing the status of the current Client’s Case The agent has the ability to change the […]
Concept of Case
Case is an aggregation of all activities during the solving of a particular client request, a sequence of various activities between the client and the financial institution. In LiveBank we put the concept of Case at the center of our approach to customer service. From the service perspective, a bank client has a request in […]
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