LiveTex Personal Account

The main articles are:

• HRM Classification
• Functionality of HRM systems

2023: Add Supervisor Administrator feature

From March 20, 2023 LiveTex , a process management tool is available in your personal account - a supervisor, which allows you to quickly monitor the work of employees with customer requests.

With the supervisor function, the administrator can monitor the interaction with clients and, if necessary, intervene in the process.

The main capabilities of the supervisor for March 2023:

• Monitoring the progress of correspondence in all requests not closed by the employee from all channels to fully control the operator's actions
• Tracking the metrics of the operator's work with requests is necessary to adjust the KPI of employees
• Viewing the history of the case and client data (attributes) will help you quickly delve into the context of the question and assess the accuracy of the information provided by the operator
• Reply to the customer if necessary and close the case
• Adding internal comments that are visible only to employees and the supervisor will help operators resolve issues from customers
• Moving to more competent employees will reduce the time to resolve the problem. The supervisor can transfer the case at any status, for example, ahead of schedule from the queue or from the bot to the corresponding command from the client. Also, the transfer of the request by the supervisor to the operator works even when the employee has reached the limit on the number of calls in work.
• Setting filters for all indicators will simplify the search

In the future, the functionality will expand.