Managing your service

Agent IQ

Team configuration

The Agent IQ platform enables system administrators to set up bankers, create teams and set up skill-based routing. The hierarchical access controls on the platform allow managers to oversee teams and individual bankers’ conversations.

Agent IQ
Agent IQ

Insights

Engaging with customers through chat provides an unprecedented collection of data on customer wants and needs. The Agent IQ platform takes the complexity out of analysing conversations by providing a real time and historical topic analysis that identifies what customers are talking about and how often.

AI configuration

Using Agent IQ’s intuitive drag-and-drop AI configuration interface AI administrators can create and validate dialogs and workflows without the need for platform or code releases. Knowledge base assets can likewise be uploaded and managed through the interface.

Agent IQ
Agent IQ

Dashboard and reporting

Where Agent IQ’s real time dashboard provides an immediate view of current chat activity, the metrics section provides a comprehensive view of past activity, including peak activity periods, customer responses to notable questions, NPS scores and much more. The metrics dashboard allows manager to slice and dice according to teams, individuals, time periods and more.