Bulk Action Tool

Summary

• The solution is meant for the resolution of issues that are impacting masses of conversations/users
• It allows performing a bulk action on behalf of an agent who triggers a bulk action for the group of open conversations 
  • There is an option to unassign an agent, if a conversation to be processed has an agent assigned
• Once the issue is resolved, all conversations can be notified at the same time, transferred to another skill or closed with a message
• Bulk actions available:
  • Send message - send message to the group of conversations/users
  • Send private agent message - send message that will be shown to agents only
  • Transfer - transfer conversations to selected skill or to the previous skill with optional message
  • Close - close conversations with optional message  
  • Return to queue (if Status filter is set to Ongoing) - send ongoing conversations back to queue 
• One bulk action can be triggered for a certain skill at a time
  • Several simultaneous bulk actions can be triggered for different skills  
  • The limit for one bulk action is 10k conversations
• By default, to access BAT, user must have an active LiveEngage account with the Admin or Agent-Manager role
  • Access to BAT can be also configured for certain user profile(s) 
• Bulk action is performed on behalf of agent who triggers a broadcast with MANAGER role permissions
  • If due to technical issues, agent user is not available, the bulk action will be performed by the fallback bot set up in the client LP account 

Demo 

Demo recording link

Features Supported

Bulk Actions Types:

• Send message
• Send private message
• Close
• Transfer
• Return to queue (if Status filter is set to Ongoing)

History Page:

• Ability to see history of all broadcasts (broadcasts for last month are shown by default)
• Timeframe - ability to filter brodcasts by date (in 1-month timeframe)
• Broadcast search
• Broadcast data:
  • Broadcast title (internal)
  • Broadcast type (bulk action type)
  • Started by (agent name)
  • Filters selected 
  • Recipients
  • Broadcast start time
  • Broadcast end time
  • Status
  • Option to download the list of conversations (IDs) used for the bulk action (.txt file)
• Cancel broadcast functionality 
• Ability to trigger more than one simultaneous bulk actions for different skills

New Broadcast Page 

• Filter types:
  • Skills - required field
  • Channels
  • Attributes (SDEs), e.g.: language, intent, etc
  • Status
  • Agent Groups
  • Keyword (search within the conversation transcript)
  • Timeframe
• Columns types:
  • Skill the conversation is assigned to
  • Customer type (public/private)
  • Conversation ID
  • Conversation start time
  • Conversation preview with a link leading to public Facebook/Twitter message
  • Conversation duration
• 'Select many/all conversations' feature
• Selection for number of rows to display on New Broadcast Page
• Auto-fill of the broadcast title field, pre-populates the skill(s) and attribute(s) selected

Instructions

• Navigate to the BAT dashboard
  • Production
  • Stage  
• Enter LP account 
• Log in to your LE account with Admin role or user profile allowed
• Click ‘New Broadcast’ button in the upper right corner

• Select the group of conversations to perform a bulk action for using the following filters:
  • Skill, it is the only required field, multiple skills can be selected from the drop-down 
  • Channels field allows user to select one or several conversation channels
  • Attributes field allows searching for personal/customer info SDEs by typing in values. User must enter correct/certain SDE value like de_DE
    • The ability to search by SDEs is only available after 2 hours it was set up (it takes about 2 hours for a newly created SDE to appear in the list and search for a conversation)
  • Status - search by conversation status (all, ongoing, in queue)
  • Agent Groups - search by the agent group that the conversation is assigned to
  • Keyword field allows entering keywords to search within conversation transcript
  • Time frame - to specify the date range to search the conversations for
• Click ‘Find Conversations’ button

• Select the conversations to be used and action to perform in the lower-left corner, click ‘Next’ 

• If ‘Send Message’:
  • Broadcast title has a limit of 128 characters and is visible on the History page only
  • Message is required and limited to 256 characters
• If ‘Send Private Message’:
  • Broadcast title has a limit of 128 characters and is visible on the History page only
  • Agent private message is required and limited to 256 characters
• If ‘Close’
  • Broadcast title has a limit of 128 characters and is visible on the History page only
  • Message is optional and limited to 256 characters
• If ‘Transfer’:
  • Broadcast title has a limit of 128 characters and is visible on the History page only
  • Transfer skill field contains the list of all possible skills for transfer. Previous skill is selected by default
  • Message is optional and limited to 256 characters
• Click ‘Submit’ button
• After submitting the broadcast, user will be automatically redirected to the History page and newly created broadcast will be at the top of the list
• There is an option to cancel the bulk action for the first 5 seconds 
• There is an option to download the list of conversations (IDs) used for the bulk action 
• User can trigger only one bulk action for certain skill at a time but several simultaneous bulk actions for different skills
• The limit for one bulk action is 10k conversations