💬Chat Center (Pro)

OMniLeads Enterprise Chat Center module incorporates a unified dashboard for managing and analyzing traffic across key digital channels such as WhatsApp Business, Instagram, and Meta Messenger.

The purpose of this module is to provide supervisors and customer service managers with a complete, real-time view of digital operations, enabling them to identify interaction volumes, response efficiency, and performance by campaign or agent.

Main features

• Counting of interactions received counter, attended to, completed, and assigned. Allows you to understand the total flow of conversations and segment them by status.

• Campaign referrals and campaign metrics. Statistics showing how many interactions were routed to campaigns.

• Agent metrics. Individual performance monitoring, showing the total number of interactions handled and first response times per employee.

• First Response Time A critical metric that reflects the agility of service across different digital channels, facilitating comparison between teams and shifts.

• Data export to CSV/Excel. Ability to download information for custom reports, audits, or integrations with BI (Business Intelligence) systems.

Key points for business

The growing use of digital channels in customer communication makes it essential to have a tool that displays consolidated traffic and allows us to understand response efficiency.

• In the retail sector, it makes it easier to measure the speed of response to availability inquiries and promotions.

• In financial services, it allows monitoring the agility of responses to sensitive customer requests, such as card applications, credits, or complaints.

• In telecommunications and public services, it provides a clear dashboard on the equipment's capacity to handle massive support or portability requests.

• In health and education, it ensures that digital inquiries receive timely responses at critical moments.

Availability

The Chat Center Module is available exclusively in the Enterprise Edition of OMniLeads, incorporating advanced analytics capabilities and multi-channel support for organizations that require complete control over their digital operations.

Data filters

Within the Reporting Pro menu --> Chat Center, you will find a filter that will allow you to segment information:

• by channel

• by chat status

• by campaign

• by agent

• by date

After selecting the appropriate filter, the module will display information related to the selected time segment and objects of interest. The results can be exported to CSV/Excel to combine with external BI systems and support decision-making.