Contact Center
Chat: online consultant
An online consultation widget that matches users with a consultant by qualification, plus an admin panel and consultant KPIs.
Challenge
Build an online consultation widget and an admin web interface for managing consultants and viewing KPI statistics.
Goals
- Connect the user directly with the right consultant
- Rank consultants by level and qualification so that each question is answered by a specialist with the right expertise
- Automate and formalize consultants' work and make it more efficient
- Collect and analyze data on consultants' work to grow KPIs
Solution
We built a WebSocket chat widget and an admin web interface:
- An online consultation widget for the website
- Routing of each request to a consultant with the right qualification
- Management of consultants and their profiles
- Statistics and KPIs for each consultant
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