Chat Escalation Matrix

this tab has the toggle that enables the chat escalation matrix feature once switched on it allows the agents to warn and report users who are misbehaving to configure chat escalation matrix livechat>settings>chat escalation matrix> enable chat escalation matrix for customers toggle> allow agents to force report this tab includes keywords such as, but not limited to, cuss words, offensive terms which the admin can choose to block so other agents and customers won’t be able to use those in their conversations in case the customer uses any of the blacklisted keywords then they are warned about it the agent also has the option to report it once a chat has been reported by the agent, the admin can go through the list of reported users and also view their chat history if he feels that the user has behaved inappropriately he may block the user for some time, if not then he can ignore the reported chat the admin can also see the total number of customers reported in the analytics section of the dashboard add multiple blacklisted keywords at once addition of blacklisted keywords used to take a lot of time since earlier versions only allowed addition of 1 keyword at a time this new feature will let a console user add multiple keywords at a time by just typing and pressing enter to configure this is visible under livechat > settings > chat escalation matrix > blacklisted keywords > view > add keyword once a console user is at the view page of ‘blacklisted keyword’, they can add keywords by clicking on the ‘add keyword’ button this opens up a dialogue box, where the user can type in any keyword and press enter to store them in a queue this can be repeated multiple times to add multiple words in the queue once added, these words can be tagged as blacklisted by clicking on the ‘save’ button the words added in a queue can be removed by clicking on the ‘x’ button if a few words are added in a queue and the dialogue box is then canceled, these words would still be there in the queue when this dialogue box is reopened please note keywords for both agents and end customers cannot be uploaded using 1 excel sheet