Live Chat Terms Starting with M
M
Manual Assignment
Manual assignment is when a support agent or manager directly assigns an incoming chat request to a specific agent or department. This approach allows flexibility in special cases, such as escalating complex issues or balancing workloads.
Metrics and Dashboard Analytics
Metrics dashboards visually display key live chat performance data. They offer insights like chat volume, agent activity, and resolution times, helping managers track trends and optimize support efficiency for better customer service.
Multi-Channel Support
Multi-channel support means providing customer assistance through various channels such as live chat, email, phone, and social media, often managed separately.
Multilingual Support
Multilingual support in live chat enables communication in multiple languages through automatic translation or agents fluent in different languages. This breaks down language barriers, improves customer satisfaction, and helps businesses serve a global audience more effectively.