Features

  • Track, Invite Chat
    Keep track of all the website visitors in real time , their actions and chat with them using the proactive and reactive chat engagement system.
  • Intelligent chat routing
    Configurable chat routing system to make sure the chat requests are routed to the agents with matching skill expertize.
  • eMail Ticket System
    Configure and convert all the incoming mails into trouble tickets and handle all the mails from Mioot Opeartor console alongside chats .
  • Skill Based customizations
    High level configuration options to tailor the skin , color and layout of the chat window to match the parent pages and / or associated skills.
  • In Build Help Desk System
    Options to create knowledge base articles , FAQs , Auto attendant content, document downloads and query forms.
  • Online Survey
    A complete, skill based survey management system to gather feedback / knowledge with intelligent reporting which helps in optimizing the quality.

General


    • Monitor multiple websites
    • Local Time zone settings
    • Multilingual Support
    • Interactive Admin panel
    • Customizable Sound alerts
    • E-mail signature
    • Integrated Knowledge Base and FAQs
    • Role based user management
    • WebTop

Visitor Tracking


    • Real time visitor tracking
    • Visitor Geo stats
    • Visitor’s local time
    • Visitor Filters and sorting
    • Privileged visitors
    • Contact details and notes
    • History
    • Offline messages
    • Available time
    • Auto Invitation
    • Search engine integration
    • IP / Country blocking

Chat


    • Secured live chat
    • Proactive chat
    • Direct Chat Request (DCR)
    • Chat routing – Queue/ Request based
    • Push URL / Image
    • Spell Check
    • Queue Pulling
    • ART
    • Chat monitoring
    • Operator photo to visitor
    • Holding messages in different time intervals
    • Accept chat requests on seniority
    • Chat Forwarding
    • Auto attendant
    • Abusive words control
    • Book Ticket
    • Quality Analyzer
    • Embedded Chat
    • Conference
    • Save Chat
    • E-mail Chat
    • Typing indicators
    • Canned Messages
    • Response Control
    • Files sharing
    • Rating
    • Auto Translator

Ticket System (Email,Chat,Phone offline and Web)

    • Multi-Pointed
    • Coupled with Agent Console
    • SPAM Control
    • Convert Chat as ticket
    • Auto Convert offline messages
    • Manual / Auto assignment
    • Escalation procedures
    • Custom Mail Templates
    • Email tickets with POP/ Exchange support
    • Survey / Rating
    • Canned Response Templates
    • ART
    • Rich Text with Spell check
    • Log Phone queries ( Inbound and outbound)
    • Controlled Forward and Cc

Survey


    • Customizable survey templates
    • Chat Survey
    • Ticket Survey

Reports


    • Visitor GeoStats
    • Department Performance Report
    • Agent Performance Reports
    • Chat Reports
    • Agent Dashboard
    • Referral Statistics
    • Ticket Reports
    • Quality Analysis
    • Abandoned Chats
    • Declined chats
    • Department Dashboard
    • Search Engine analysis
    • Survey Reports
    • Offline queries
    • Contacts / Pre chat Info
    • Auto Attendant
    • Key Words analysis
    • Reports in world time zones