Advanced Hold Functionality for Efficient Conversation Management

Release Note: Advanced Hold Functionality for Efficient Conversation Management We are thrilled to announce the release of Advanced Hold Functionality in the K-LINK dashboard. This comprehensive feature set allows admins to define and manage hold statuses while enabling agents to effectively categorize and hold conversations without impacting SLA calculations. The enhanced CX Logs provide deeper insights into hold-related metrics, ensuring efficient case handling and performance monitoring.

Key Features: Admin Controls for Hold Status Management

• Customizable Hold Statuses:

  • Admins can create, edit, and delete custom hold statuses in the Hold Label Settings module.

  • System-defined statuses are pre-configured and immutable.

  • Search, filter, and enable Auto-Unhold (conversations auto-resume on customer replies).

• Streamlined Workflow:

  • Add or modify hold statuses with intuitive forms and confirmation prompts.

  • Deleted statuses are removed from active views but remain in exported CX logs for reference.

Agent Workflow Enhancements

• Hold Conversations in Chat Rooms:

  • Use the Hold toggle button to apply system-defined or custom hold statuses.

  • Typing area disables with a clear "Hold case" message and an Un-hold button.

• Un-hold Conversations:

  • Resume held conversations via the Un-hold toggle button or the action button in the typing area.

  • Logs track all hold and un-hold activities with detailed timestamps and agent names.

• Auto-Unhold on Customer Reply:

  • Conversations auto-resume when customers reply (if enabled by the admin).

  • Logs display the event for transparency.

• Closing Held Conversations:

  • Held chats can be closed after un-holding via the wrap-up form.

  • Logs reflect un-hold events before the conversation moves to the All Closed folder.

Inbox Module Enhancements

• Hold Status Folders:

  • View all configured hold statuses as folders, each displaying the count of conversations in that status.

  • Efficiently monitor and access held conversations.

CX Log Enhancements

• New Metrics and Columns:

  • Handle Time: Excludes total hold duration.

  • Full Handle Time: Total time from assignment to closure.

  • Resolution Time: Excludes hold duration from CX log creation to closure.

  • Full Resolution Time: Total resolution time.

  • First Reply Time: Timestamp of the agent’s first message.

  • Total Hold Time: Displays cumulative hold duration.

• Detailed Hold Information Tooltips:

  • Hold status, start/end timestamps, and durations for each hold instance.

  • Multiple holds are consolidated into a detailed view.

Seamless CX Log Exports

• All newly added columns are included in exported CSV files.

• Total hold durations are segmented by status, reflecting tooltip details.

Benefits:

• Improved case categorization with detailed hold status management.

• SLA integrity is maintained with excluded hold durations.

• Comprehensive insights into hold metrics for performance optimization.

This update streamlines admin and agent workflows, making conversation management more effective while maintaining transparency and accuracy in performance metrics. Start exploring the Advanced Hold Functionality in the K-LINK dashboard today!