Administration & Reporting

Bold360 gives administrators full control over their implementation. Advanced security and permissions settings, a comprehensive and intuitive supervisor dashboard, and robust routing, reporting and testing capabilities are all designed to help you streamline and optimize operations with peace of mind.

Security & Permissions
Safe and sound.

Administrators can utilize a number of security options and permissions to keep their businesses secure. Safeguard sensitive customer data, control user logins, authorize agent access to advanced tools, and more.

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Supervisor Dashboard
Never miss a beat.

See the performance of all of your account’s activity in real time from any desktop, tablet or phone. Bold360 gives you instant insights into your business’s performance with 360-degree views, interactive graphs and custom filters. Plus, you can set up alerts based on website or agent activity, so you’re always on top of your decision-making game.

View eBook: 5 Tips for Live Chat Supervisor and Admin Success
Routing
Direct communications where they need to go.

Send inbound messages to the right person automatically with routing capabilities at the department, agent and work item levels. Rules and logic settings are as granular as you need them to be, so as your operation grows or changes, you can stay in control.

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Reporting
Gain actionable insights from data.

Bold360's intuitive web-based reporting turns raw data into useful information you can act on to improve customer engagement and support. Run one-time or recurring reports to uncover robust, historic data about visits, chats and other channels. With rich visibility into performance, you can:

  • Determine proper staffing
  • Pay commissions
  • Identify the most successful proactive invites
  • Track agent responsiveness
  • Measure marketing program effectiveness
  • And more
Testing
Fine-tune your chat strategy.

Optimize, and then optimize some more with Bold360's Experiment Engine. True multivariate testing capabilities come with a sophisticated level of control, so you can simultaneously test various buttons, windows, invitations and rules. Include multi-dimensional segmentation variables like first time vs. repeat visitors, geo-location, device, page or referrer URL, and define control group sizes and durations. You’re in charge.

Discover smarter, more personalized engagement.

Bold360 is the future of intelligent customer engagement. It gives your business a 360-degree view of your customer in real time, so you can deliver exceptional experiences across any channel or device.