Blip Desk Overview – Blip | Blip Help

Index:

The goal of a smart contact is to solve a customer's problem through a conversation. To do this, a variety of tools can be used, such as buttons, links, media, API integrations, and natural language processing (NLP) algorithms, for example.

However, in some specific contexts, these tools may be unable to completely solve the customer's problem. In these situations, passing the customer on to a human operator may be the best option.

Blip Desk is Blip's tool that allows a bot to redirect (overflow) a user's conversation to a human attendant. This redirection happens transparently to the customer, that is, he has the feeling that he is still talking to the bot, but it is an attendant who is responding.

Queues and Attendants-Blip Registration

Before starting to use Blip Desk, it's necessary to understand the concepts adopted by it.

An attendant (or agent) represents the human being who will have access to Blip Desk to attend to a bot. For this, the agent needs a Blip account to use Blip Desk. Please register the user to begin the next steps.

Just register on the link.

To access the service tool, the same happens in isolation, through the link https://desk.blip.ai

A queue represents a set of agents capable of performing support on a given subject.

For example: John, Mary and Raphael are attendants of an insurance company. John and Mary are responsible for the Basic accounts, while Rafael is responsible for the Premium customer portfolio. In this scenario, the three attendants will probably be distributed in two queues: Basic (with John and Mary) and Premium (consisting of Rafael).

Besides the bot creator, anyone who has write access to Blip's attendant module can manage their queues and attendants.

Notes:

Every attendant requires a Blip account to be able to access Blip Desk.
An attendant can be part of N queues.

Attendant rules

Since your bot has more than one queue, it is necessary to define rules to direct the attendants between the queues. In the previous example, the Basic and Premium queues will receive calls based on some rule.

The rules below represent an example of how to route messages between different queues:

Rule 1: If the message contains “basic service”, forward to the Basic queue
Rule 2: If the message contains “premium service”, forward it to the Premium queue

For more details on how the answering rules work or how to create a rule, see the article: How to define attendance rules in Blip Desk.

Service queue

As explained in the previous section, every service is sent to a Queue via a service rule. In Blip Desk, a service queue is of the FIFO type (First in First out), i.e., the services are treated according to the order in which they arrive.

Each new service is added to the corresponding queue. From that moment on, any available attendant - logged in and online status in the tool-can actively attend to a new customer.

Note: All agents of a queue have the same access to the tickets of the corresponding queue.

Tickets

A ticket represents a service, until its completion or transfer. A new Ticket is generated when it is transferred to the Human Assistance (Transborder) block. The Ticket is closed when the responsible attendant closes it.

In all services, it is possible to view the previous tickets of the same user, even if they have been created by other attendants.

Interaction

Interaction is another important concept to understand Blip Desk. A set of messages initiated by the user and terminated by an attendant's answer. Interactions never start with messages from the attendant.

This is a concept used in the calculation of some Blip Desk metrics. Interactions do not necessarily have only two messages (one from each party), and a ticket can have several interactions.

To illustrate, imagine a ticket that contains a sequence of 2 messages from the customer, 3 from the attendant, and 5 from the customer (10 messages in total). Such a ticket has only 1 interaction: the first 2 messages, which were from the customer, complete an interaction with the 3 messages from the attendant. The last 5 messages from the customer are waiting for the agent's reply, so they do not constitute an interaction yet.

Still on interaction. It is currently possible to paste images into the Desk!

Just select the image and hold ctrl c and then a ctrl v on the bar (or copy and paste) “Write a message”:

Attention: By copying and pasting a cell from Excel, the cell will be pasted as an image (as happens in other applications, such as skype and telegram). To paste the text from the copied cell, you must use ctrl+shift+v. This process can only be done one file at a time.

You can also drag the image you want:

Now that you know the main concepts related to Blip's attendance tool, add this functionality in your smart contact. Click here to learn how to activate Blip Desk.

Tag

Tags are a way to categorize a concluded interaction. They can be added during or upon finishing a ticket.

Comments

Comments can be written by attendants and refer to the customer.
Comments can only be read by attendants that are currently serving the customer in question.

History

The history shows all the tickets handled for the customer in question.

End (or close) a ticket

Closes the instance of a ticket by adding all the marked tags to the ticket. The difference between finalize and close is only symbolic: finalize is when the attendant actively closes a ticket; close is when the attendant closes it after the customer has cancelled the ticket. Find out by accessing here.

Transfer a ticket

Ends the current ticket, adding all tags to it, and creates a new ticket, associated with it, which is forwarded to the chosen queue. This new ticket does not receive the transferred ticket's tags.

Transfer to a queue

The option “Transfer tickets even if all queue agents are offline”, within the “General Settings” in the “Attendance” tab of the portal, refers only to manual transfers, and not to overflows or automatic ticket distribution.

Blip Metrics

The human service module of Blip measures real-time and period-based attendance, based on the events in each interaction. These events are divided into two categories:

Metrics related to income
Time-related metrics

The description and explanation of each of the assessments is described as below:

Ticket

A ticket can be understood as a branch (branch) of a conversation for a service. After a ticket is finalized, the previously opened branch is closed and the customer returns to chatting with the bot. To find out more about tickets, click here.

During a service, a ticket can have different statuses.

The list below presents the possible ones from all the statuses of a ticket:

Open : Total tickets that were opened by Blip Desk in a given period. (Only present on the ticket report screen)
In the queue, which are present: Total attendants-these are the tickets that are in the queue waiting for service.
In service: Total tickets that were assigned to an attendant and service started. A ticket is considered out of queue and in service after the first response from the attendant. .
Lost : Total tickets cancelled by customers* before being assigned to an agent.
Abandoned: Total Tickets cancelled by customers* after assigned to an attendant.
Attended: Tickets finalized and sent by the attendant. Carried tickets produce a ticket with a new download ID, so they are considered fulfilled.
Closed: Total tickets closed by Blip Desk in the period. Lost, abandoned and attended tickets are considered closed tickets.

Metrics-Time

Queue Time : Time of the ticket in the queue until it is assigned to the attendant.
First Reply Time: Time that the attendant answers to give the first reply to the user after receiving a ticket.
Waiting time: Total time the user waits to be answered. It is the sum of Queue Time and First Reply Time.
Average response time: Average Response Time: It is the average time it takes for the agent to respond to a message from the customer. It is calculated only for cases where there is at least one interaction between the agent and the customer after the first agent's response. The calculation of the AVERAGE response time will be done as follows:
The average will be calculated by dividing the sum of response times (in seconds) by the number of response times that occurred.

Therefore, if there is 1 hour of response time and there were 10 interactions between the agent and the customer, the average will be calculated as 1 hour / 10.
Average service time : Average duration of calls for the period, starting from the first response from the attendant.

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃