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Eliza Agent Platform

Eliza Agent Platform Settings

This article covers in detail the configurations that need to be done to get your very own Eliza Agent Platform up and running!

7 min read1,621 words21 explained imagesUpdated Sun, 7 May, 2023 at 3:53 AM
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On this page
  1. Eliza Agent Platform Settings
  2. Setting up a new location in the Eliza Agent Platform
  3. Setting up your team members
  4. Eliza Account setup
  5. Configuring Webhooks.
  6. Dispositions setup
  7. Disposition Comments Tab
  8. Downloading the comments
  9. FAQ management - Templates and Location FAQs
  10. Reports
  11. Sample of the Eliza-Leads Report
  12. Sample of Agent Performance Report
  13. Hot Keys
  14. Announcements

This article details the configurations that need to be done to get your very own Eliza Agent Platform up and running!

Covered in this Article

Eliza Agent Platform Settings

Setting up a new location in the Eliza Agent Platform

Setting up your team members

Eliza Account setup

Configuring Webhooks.

Dispositions setup

System Dispositions

Waiting for the customer's response

Appointment Booked

Autoclosed

Disposition Comments Tab

Downloading the comments

FAQ management - Templates and Location FAQs

Using template parameters in the FAQ Templates

Reports

Eliza Leads Report

Sample of the Eliza-Leads Report

Agent Performance Reporting

Sample of Agent Performance Report

Hot Keys

Announcements

Related Articles

Eliza Agent Platform Introduction and FAQs
Eliza Agent Platform Settings within the CRM

Eliza Agent Platform Search Tools

Eliza Agent Platform Dashboard

Eliza Agent Platform Conversations

Eliza Agent Platform Settings

Eliza Agent Platform Settings (video 1) Open in a new tab

Setting up a new location in the Eliza Agent Platform

Setting up a new location in the Eliza Agent Platform (video 2) Open in a new tab

Using Eliza's account starts with adding a location to the account. 

Start by clicking the "Add Location" button on Settings > Locations

Setting up a new location in the Eliza Agent Platform (image 1 of 21) What this shows Start by clicking the "Add Location" button on Settings > Locations What this shows Illustrates the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". The text alongside this image reads: Start by clicking the "Add Location" button on Settings > Locations. The navigation path used here is Settings > Locations. Immediately after, the guide continues: Select the Location from the dropdown, and the Location from HL will be added to Eliza. Path: Settings > LocationsImage 1 of 21 What this coversStart by clicking the "Add Location" button on Settings > Locations
Buttons and menus referenced "Add Location"Settings > LocationsAdd Location
Next stepSelect the Location from the dropdown, and the Location from HL will be added to Eliza.

Select the Location from the dropdown, and the Location from HL will be added to Eliza. 

Setting up a new location in the Eliza Agent Platform (image 2 of 21) What this shows Select the Location from the dropdown, and the Location from HL will be added to Eliza. What this shows Illustrates the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". The text alongside this image reads: Select the Location from the dropdown, and the Location from HL will be added to Eliza. Immediately after, the guide continues: Once the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority. Image 2 of 21 What to chooseSelect the Location from the dropdown, and the Location from HL will be added to Eliza.
Buttons and menus referenced "Add Location"Settings > LocationsAdd Location
Next stepOnce the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority.

Once the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority. 

Setting up a new location in the Eliza Agent Platform (image 3 of 21) What this shows Once the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority. What this shows Illustrates the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". The text alongside this image reads: Once the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority. Immediately after, the guide continues: A priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. Locations can be prioritized based on time zones, service level agreements for specific locations, etc. Image 3 of 21 What to chooseOnce the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority.
Buttons and menus referenced "Add Location"Settings > LocationsAdd Location
Next stepA priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. Locations can be prioritized based on time zones, service level agreements for specific locations, etc.

A priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. Locations can be prioritized based on time zones, service level agreements for specific locations, etc.

Setting up a new location in the Eliza Agent Platform (image 4 of 21) What this shows A priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. What this shows Illustrates the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". The text alongside this image reads: A priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. Locations can be prioritized based on time zones, service level agreements for specific locations, etc. Immediately after, the guide continues: Choose the agents who can handle the conversations in this Location from the previously created list of agents. Image 4 of 21 What this coversA priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. Locations can be prioritized based on time zones, service level agreements for specific locations, etc.
Buttons and menus referenced "Add Location"Settings > LocationsAdd Location
Next stepChoose the agents who can handle the conversations in this Location from the previously created list of agents.

Choose the agents who can handle the conversations in this Location from the previously created list of agents.

Setting up a new location in the Eliza Agent Platform (image 5 of 21) What this shows Choose the agents who can handle the conversations in this Location from the previously created list of agents. What this shows Illustrates the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". The text alongside this image reads: Choose the agents who can handle the conversations in this Location from the previously created list of agents. Immediately after, the guide continues: A note can be added that will be available in the Settings > Announcements section for agents to see. Image 5 of 21 What to chooseChoose the agents who can handle the conversations in this Location from the previously created list of agents.
Buttons and menus referenced "Add Location"Settings > LocationsAdd Location
Next stepA note can be added that will be available in the Settings > Announcements section for agents to see.

A note can be added that will be available in the Settings > Announcements section for agents to see. 

Announcements are available only for those agents assigned to work on this Location.

The selected Location can also be removed from Eliza on this screen. Once all of the above is configured, click on Add Location to add the account to Eliza.

Setting up a new location in the Eliza Agent Platform (image 6 of 21) What this shows The selected Location can also be removed from Eliza on this screen. What this shows Illustrates the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up a new location in the Eliza Agent Platform" section of "Eliza Agent Platform Settings". The text alongside this image reads: The selected Location can also be removed from Eliza on this screen. Once all of the above is configured, click on Add Location to add the account to Eliza. Immediately after, the guide continues: On Settings > Team screen, you can add team members as agents or admins. Image 6 of 21 What to clickThe selected Location can also be removed from Eliza on this screen. Once all of the above is configured, click on Add Location to add the account to Eliza.
Buttons and menus referenced "Add Location"Settings > LocationsAdd Location
Next stepOn Settings > Team screen, you can add team members as agents or admins.

Setting up your team members

On Settings > Team screen, you can add team members as agents or admins. 

Setting up your team members (image 7 of 21) What this shows On Settings > Team screen, you can add team members as agents or admins. What this shows Illustrates the "Setting up your team members" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up your team members" section of "Eliza Agent Platform Settings". The text alongside this image reads: On Settings > Team screen, you can add team members as agents or admins. The navigation path used here is On Settings > Team. Immediately after, the guide continues: The newly added member will receive an email with a link to set up the password for the account. Path: On Settings > TeamImage 7 of 21 What this coversOn Settings > Team screen, you can add team members as agents or admins. Next stepThe newly added member will receive an email with a link to set up the password for the account.
Setting up your team members (image 8 of 21) What this shows On Settings > Team screen, you can add team members as agents or admins. What this shows Illustrates the "Setting up your team members" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up your team members" section of "Eliza Agent Platform Settings". The text alongside this image reads: On Settings > Team screen, you can add team members as agents or admins. The navigation path used here is On Settings > Team. Immediately after, the guide continues: The newly added member will receive an email with a link to set up the password for the account. Path: On Settings > TeamImage 8 of 21 What this coversOn Settings > Team screen, you can add team members as agents or admins. Next stepThe newly added member will receive an email with a link to set up the password for the account.

The newly added member will receive an email with a link to set up the password for the account.

Setting up your team members (image 9 of 21) What this shows The newly added member will receive an email with a link to set up the password for the account. What this shows Illustrates the "Setting up your team members" section of "Eliza Agent Platform Settings". This screenshot appears in the "Setting up your team members" section of "Eliza Agent Platform Settings". The text alongside this image reads: The newly added member will receive an email with a link to set up the password for the account. Immediately after, the guide continues: Any incoming conversations will be automatically assigned to agents configured to work on that Location in a round-robin fashion. This happens only among the agents who are online. Image 9 of 21 What this coversThe newly added member will receive an email with a link to set up the password for the account. Next stepAny incoming conversations will be automatically assigned to agents configured to work on that Location in a round-robin fashion. This happens only among the agents who are online.

Eliza Account setup

Any incoming conversations will be automatically assigned to agents configured to work on that Location in a round-robin fashion. This happens only among the agents who are online. 

."

Any incoming message part of a conversation assigned to a particular agent will still go to the same agent, even if they are offline. 

Configuring Webhooks.

Go to Settings > Company.

Configuring Webhooks. (image 10 of 21) What this shows Any incoming message part of a conversation assigned to a particular agent will still go to the same agent, even if they are offline. What this shows Illustrates the "Configuring Webhooks." section of "Eliza Agent Platform Settings". This screenshot appears in the "Configuring Webhooks." section of "Eliza Agent Platform Settings". The text alongside this image reads: Any incoming message part of a conversation assigned to a particular agent will still go to the same agent, even if they are offline. Immediately after, the guide continues: Configure the webhook to alert the agents for the following situations. Image 10 of 21 What this coversAny incoming message part of a conversation assigned to a particular agent will still go to the same agent, even if they are offline.
Buttons and menus referenced Settings > Company.Type of messageDescriptionKeys Configured
Next stepConfigure the webhook to alert the agents for the following situations.

Configure the webhook to alert the agents for the following situations.

Type of message
Description

Keys Configured

Manual assignment

when a conversation is assigned to an agent thru the dashboard by an agent or admin

Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName

Auto Assignment

When the system automatically assigns a conversation to an agentType, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName
Unassignment

When a conversation is removed from an agent

Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName

New Message


When a new message arrives for an existing conversation

Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName

Disposition Assigned


Whenever the disposition is assigned


Type, dispositionName, dispositionTag, LocationName, Priority, Agent Email, Contact Id, Contact Name

Appointment Booked


Whenever the appointment is booked


Type, dispositionName, appointmentId, LocationName, Priority, Agent Email, Contact Id, Contact Name

Dispositions setup

Dispositions are a great way to manage and track different stages of a conversation. 

Enter following details

  1. Disposition name.
  2. Short name.
  3. Tag that needs to be assigned when this disposition is assigned.
  4. Whether comments are allowed while assigning the disposition.
  5. Whether the comments are mandatory.
  6. An option to delete the disposition that is already created.

An agent can choose the disposition while ending the conversation, and the comments entered while assigning the disposition can be retrieved from Settings > Disposition Comments. The disposition can also be re-ordered so that the ordering reflects on the 'Conversation' screen when you click 'End chat.'

Dispositions setup (image 11 of 21) What this shows An agent can choose the disposition while ending the conversation, and the comments entered while assigning the disposition can be… What this shows Illustrates the "Dispositions setup" section of "Eliza Agent Platform Settings". This screenshot appears in the "Dispositions setup" section of "Eliza Agent Platform Settings". The text alongside this image reads: An agent can choose the disposition while ending the conversation, and the comments entered while assigning the disposition can be retrieved from Settings > Disposition Comments. The disposition can also be re-ordered so that the ordering reflects on the 'Conversation' screen when you click 'End…. The navigation path used here is Settings > Disposition Comments. Immediately after, the guide continues: Assigned by the system automatically when the agent chooses to close the conversation while waiting for the customer's response. Path: Settings > Disposition CommentsImage 11 of 21 What to chooseAn agent can choose the disposition while ending the conversation, and the comments entered while assigning the disposition can be retrieved from Settings > Disposition Comments. The disposition can also be re-ordered so that the ordering reflects on the 'Conversation' screen when you click 'End chat.' Next stepAssigned by the system automatically when the agent chooses to close the conversation while waiting for the customer's response.
All 6 steps in this procedure
  1. Disposition name.
  2. Short name.
  3. Tag that needs to be assigned when this disposition is assigned.
  4. Whether comments are allowed while assigning the disposition.
  5. Whether the comments are mandatory.
  6. An option to delete the disposition that is already created.

System Dispositions

Waiting for the customer's response

Assigned by the system automatically when the agent chooses to close the conversation while waiting for the customer's response. 

Appointment Booked

It is assigned automatically whenever the agent books an appointment. 

Autoclosed

Assigned in the following situations

  • Pause Conversations
  • Eliza Bypass tag
  • Send to Eliza tag

Disposition Comments Tab

Disposition Comments Tab (image 12 of 21) What this shows Pause Conversations Eliza Bypass tag Send to Eliza tag What this shows Illustrates the "Disposition Comments Tab" section of "Eliza Agent Platform Settings". This screenshot appears in the "Disposition Comments Tab" section of "Eliza Agent Platform Settings". The text alongside this image reads: Pause Conversations Eliza Bypass tag Send to Eliza tag. Immediately after, the guide continues: Only those dispositions that allow comments will show up in this tab. Image 12 of 21 What this coversPause Conversations Eliza Bypass tag Send to Eliza tag Next stepOnly those dispositions that allow comments will show up in this tab.
 

Only those dispositions that allow comments will show up in this tab.

All the comments the agent enters are available on Settings > Disposition Comments. Here you can filter by Location, the disposition name, the agent name, and the date of assignment of the disposition comment. 

This screen can review the comments and see if the business process can be made more efficient or create an FAQ. 

Downloading the comments

All the dispositions entered can be downloaded as an excel file using the download button at the top right corner for the chosen criteria, such as Location, Disposition name, and agent. 

Downloading the comments (image 13 of 21) What this shows All the dispositions entered can be downloaded as an excel file using the download button at the top right corner for the chosen criteria… What this shows Illustrates the "Downloading the comments" section of "Eliza Agent Platform Settings". This screenshot appears in the "Downloading the comments" section of "Eliza Agent Platform Settings". The text alongside this image reads: All the dispositions entered can be downloaded as an excel file using the download button at the top right corner for the chosen criteria, such as Location, Disposition name, and agent. Immediately after, the guide continues: FAQs are an efficient way to increase agent productivity. Image 13 of 21 What this coversAll the dispositions entered can be downloaded as an excel file using the download button at the top right corner for the chosen criteria, such as Location, Disposition name, and agent. Next stepFAQs are an efficient way to increase agent productivity.

FAQ management - Templates and Location FAQs

FAQs are an efficient way to increase agent productivity. 

FAQ management - Templates and Location FAQs (image 14 of 21) What this shows FAQs are an efficient way to increase agent productivity. What this shows Illustrates the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". This screenshot appears in the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". The text alongside this image reads: FAQs are an efficient way to increase agent productivity. Immediately after, the guide continues: When you create an FAQ, the system will give a default set of questions you can use. If you need a different set of questions, you can create your own via the "Add FAQ" button. Image 14 of 21 What this coversFAQs are an efficient way to increase agent productivity.
Buttons and menus referenced settings > Eliza Service tab
Next stepWhen you create an FAQ, the system will give a default set of questions you can use. If you need a different set of questions, you can create your own via the "Add FAQ" button.
All 4 steps in this procedure
  1. If the question is available only on the template and not on Location, then this new question will be added to the Location.
  2. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden.
  3. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available.
  4. If the question is available on the template and not on the Location, then this will be added as a new question.

When you create an FAQ, the system will give a default set of questions you can use. If you need a different set of questions, you can create your own via the "Add FAQ" button.

FAQ management - Templates and Location FAQs (image 15 of 21) What this shows When you create an FAQ, the system will give a default set of questions you can use. What this shows Illustrates the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". This screenshot appears in the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". The text alongside this image reads: When you create an FAQ, the system will give a default set of questions you can use. If you need a different set of questions, you can create your own via the "Add FAQ" button. Immediately after, the guide continues: If you want to define the questions and want your clients to enter answers, you can enter the questions in the Location and ask your clients to login into https://clientportal.ghlcustomercare.com/v2/location/ >/settings/eliza_faq and enter the answers…. Image 15 of 21 What this coversWhen you create an FAQ, the system will give a default set of questions you can use. If you need a different set of questions, you can create your own via the "Add FAQ" button.
Buttons and menus referenced settings > Eliza Service tab
Next stepIf you want to define the questions and want your clients to enter answers, you can enter the questions in the Location and ask your clients to login into https://clientportal.ghlcustomercare.com/v2/location/<<locationid>>/settings/eliza_faq and enter the answers. These answers will be available on the Eliza Agent Platform. Please note that the subaccount should have access to the Sub-Account settings > Eliza Service tab. Enable this tab via User permissions for that user.
All 4 steps in this procedure
  1. If the question is available only on the template and not on Location, then this new question will be added to the Location.
  2. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden.
  3. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available.
  4. If the question is available on the template and not on the Location, then this will be added as a new question.

If you want to define the questions and want your clients to enter answers, you can enter the questions in the Location and ask your clients to login into https://clientportal.ghlcustomercare.com/v2/location/<<locationid>>/settings/eliza_faq and enter the answers. These answers will be available on the Eliza Agent Platform. Please note that the subaccount should have access to the Sub-Account settings > Eliza Service tab. Enable this tab via User permissions for that user.

You can also use custom values in the answers by clicking the icon near the answer box.

A template can be assigned to one or more locations by clicking the "Assign" button. The assignment operation works like a mathematical set union operation. 

  1. If the question is available only on the template and not on Location, then this new question will be added to the Location.
  2. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden. 
  3. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available.
  4. If the question is available on the template and not on the Location, then this will be added as a new question. 
FAQ management - Templates and Location FAQs (image 16 of 21) What this shows If the question is available only on the template and not on Location, then this new question will be added to the Location. What this shows Illustrates the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". This screenshot appears in the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". The text alongside this image reads: If the question is available only on the template and not on Location, then this new question will be added to the Location. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid…. Immediately after, the guide continues: The following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not on the FAQ template. Image 16 of 21 What this coversIf the question is available only on the template and not on Location, then this new question will be added to the Location. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available. If the question is available on the template and not on the Location, then this will be added as a new question.
Buttons and menus referenced settings > Eliza Service tab
Next stepThe following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not on the FAQ template
All 4 steps in this procedure
  1. If the question is available only on the template and not on Location, then this new question will be added to the Location.
  2. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden.
  3. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available.
  4. If the question is available on the template and not on the Location, then this will be added as a new question.
FAQ management - Templates and Location FAQs (image 17 of 21) What this shows If the question is available only on the template and not on Location, then this new question will be added to the Location. What this shows Illustrates the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". This screenshot appears in the "FAQ management - Templates and Location FAQs" section of "Eliza Agent Platform Settings". The text alongside this image reads: If the question is available only on the template and not on Location, then this new question will be added to the Location. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid…. Immediately after, the guide continues: The following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not on the FAQ template. Image 17 of 21 What this coversIf the question is available only on the template and not on Location, then this new question will be added to the Location. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available. If the question is available on the template and not on the Location, then this will be added as a new question.
Buttons and menus referenced settings > Eliza Service tab
Next stepThe following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not on the FAQ template
All 4 steps in this procedure
  1. If the question is available only on the template and not on Location, then this new question will be added to the Location.
  2. If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden.
  3. If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available.
  4. If the question is available on the template and not on the Location, then this will be added as a new question.


Using template parameters in the FAQ Templates

  • The following items are not available on Eliza (FAQ Templates or the Locations FAQ 
  • Parameters available on FAQs of the Location, and not on the FAQ template

Reports

Eliza Leads Report

Eliza Leads Report (image 18 of 21) What this shows The following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not… What this shows Illustrates the "Eliza Leads Report" section of "Eliza Agent Platform Settings". This screenshot appears in the "Eliza Leads Report" section of "Eliza Agent Platform Settings". The text alongside this image reads: The following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not on the FAQ template. This part of the guide covers 11 fields, listed below. Immediately after, the guide continues: This report will have the following columns. Image 18 of 21 What this coversThe following items are not available on Eliza (FAQ Templates or the Locations FAQ Parameters available on FAQs of the Location, and not on the FAQ template
Fields in this part of the guide Location IDLocation NameAddress - Location's addressConversation ID - Eliza's conversation idContact ID - from GHL Customer CareLead NameEliza Agent NameDisposition NameDisposition Date - The date on which disposition is assignedStart Date - Conversation Start DateEnd Date - Conversation End Date
Next stepThis report will have the following columns.
Example values
Location Name
Priya Raman
Address - Location's address
4180 W Belmont Ave
Lead Name
Priya Raman
Eliza Agent Name
Priya Raman
Disposition Name
Priya Raman

Illustrative values showing the expected format. They are not read from the screenshot.

All 12 steps in this procedure
  1. Location ID
  2. Location Name
  3. Address - Location's address
  4. Conversation ID - Eliza's conversation id
  5. Contact ID - from GHL Customer Care
  6. Lead Name
  7. Eliza Agent Name
  8. Disposition Name
  9. Channels - SMS / Email/phone / Instagram / Facebook / GMB / Reviews
  10. Disposition Date - The date on which disposition is assigned
  11. Start Date - Conversation Start Date
  12. End Date - Conversation End Date

This report will have the following columns.

There are more reports to come in the future in this section. For now, we have Eliza's Leads report with the following columns.

  • Location ID
  • Location Name 
  • Address - Location's address
  • Conversation ID - Eliza's conversation id
  • Contact ID - from GHL Customer Care
  • Lead Name
  • Eliza Agent Name
  • Disposition Name
  • Channels - SMS / Email/phone / Instagram / Facebook / GMB / Reviews
  • Disposition Date - The date on which disposition is assigned
  • Start Date - Conversation Start Date
  • End Date - Conversation End Date

Sample of the Eliza-Leads Report

Agent Performance Reporting

This report is also available in the reports section for the selected or all the locations for a given date range. 

The maximum date range that can be selected is 90 days.

The following Columns are available in this report

  • Location Id    
  • Location Name    
  • Location Address    
  • Agent Name    
  • Total Contacts Handled    
  • Open Conversations at the time of running the report    
  • Total Conversations    
  • Number of Responses sent (by the agent for that subaccount)    
  • Average Response Time = total amount of time the agent takes to respond to all the messages divided by the number of messages that are replied to during the time frame selected for running the report
    Format HH:MM: SS
  • Average First Response Time= total amount of time the agent takes to send the first response to an inbound message divided by the number of first responses the agent sent during the time frame selected for running the report.
    Format HH:MM: SS
  • Appointment Booked    
  • Auto Close (Due to Agent logout or session timeout)    
  • Waiting for Customer Response    
  • Custom Dispositions defined by you 
  • Send Followup Request    
  • Failed    
  • Custom Service    
  • Closed without Disposition

Sample of Agent Performance Report 

Explanation of this report

If you find NA in the average response time and/or the average first response time, the agent hasn't closed any conversations in that subaccount.

It is considered a closed-only file.

The profile section has the following items. 

  • Change profile photo, phone number, email address
  • Change password
  • Assign a ringtone to alert the agent when they are logged in.
  • Configure either "enter" or the "control enter" to send messages.
Sample of Agent Performance Report (image 19 of 21) What this shows Change profile photo, phone number, email address Change password Assign a ringtone to alert the agent when they are logged in. What this shows Illustrates the "Sample of Agent Performance Report" section of "Eliza Agent Platform Settings". This screenshot appears in the "Sample of Agent Performance Report" section of "Eliza Agent Platform Settings". The text alongside this image reads: Change profile photo, phone number, email address Change password Assign a ringtone to alert the agent when they are logged in. Configure either "enter" or the "control enter" to send messages. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: On the conversations screen, use the following hotkeys for the below-identified actions. Image 19 of 21 What to fill inChange profile photo, phone number, email address Change password Assign a ringtone to alert the agent when they are logged in. Configure either "enter" or the "control enter" to send messages.
Fields in this part of the guide Change profile photo, phone number, email addressChange password
Buttons and menus referenced Explanation of this reportIt is considered a closed-only file.
Next stepOn the conversations screen, use the following hotkeys for the below-identified actions.
Example values
Change profile photo, phone number, email address
priya.raman@northgatedental.com

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this procedure
  1. Change profile photo, phone number, email address
  2. Change password
  3. Assign a ringtone to alert the agent when they are logged in.
  4. Configure either "enter" or the "control enter" to send messages.

Hot Keys

On the conversations screen, use the following hotkeys for the below-identified actions.

  • End chat - (Alt E or Option E)
  • Choosing the disposition while ending the chat - The serial number of the disposition is displayed on the side of the disposition buttons.
  • Transfer (to another agent) - (Alt T or Option T)
  • Esc key for closing the modal disposition window and the "Transfer to another agent" modal window
  • Move thru the conversations just with the keyboard - Alt + upward arrow for the previous conversation and Alt + downward arrow for the next conversation.
Hot Keys (image 20 of 21) What this shows End chat - (Alt E or Option E) Choosing the disposition while ending the chat - The serial number of the disposition is displayed on the… What this shows Illustrates the "Hot Keys" section of "Eliza Agent Platform Settings". This screenshot appears in the "Hot Keys" section of "Eliza Agent Platform Settings". The text alongside this image reads: End chat - (Alt E or Option E) Choosing the disposition while ending the chat - The serial number of the disposition is displayed on the side of the disposition buttons. Transfer (to another agent) - (Alt T or Option T) Esc key for closing the modal disposition window and the "Transfer to another…. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: Any announcement configured in the "Edit location" option will be available for the agent in this section. Image 20 of 21 What this coversEnd chat - (Alt E or Option E) Choosing the disposition while ending the chat - The serial number of the disposition is displayed on the side of the disposition buttons. Transfer (to another agent) - (Alt T or Option T) Esc key for closing the modal disposition window and the "Transfer to another agent" modal window Move thru the conversations just with the keyboard - Alt + upward arrow for the previous conversation and Alt + downward arrow for the next conversation.
Fields in this part of the guide End chat - (Alt E or Option E)Transfer (to another agent) - (Alt T or Option T)
Next stepAny announcement configured in the "Edit location" option will be available for the agent in this section.
All 5 steps in this procedure
  1. End chat - (Alt E or Option E)
  2. Choosing the disposition while ending the chat - The serial number of the disposition is displayed on the side of the disposition buttons.
  3. Transfer (to another agent) - (Alt T or Option T)
  4. Esc key for closing the modal disposition window and the "Transfer to another agent" modal window
  5. Move thru the conversations just with the keyboard - Alt + upward arrow for the previous conversation and Alt + downward arrow for the next conversation.

Announcements

Any announcement configured in the "Edit location" option will be available for the agent in this section. 

The agent will only see those announcements that belong to the Location that they are added to work on. 

Announcements (image 21 of 21) What this shows The agent will only see those announcements that belong to the Location that they are added to work on. What this shows Illustrates the "Announcements" section of "Eliza Agent Platform Settings". This screenshot appears in the "Announcements" section of "Eliza Agent Platform Settings". The text alongside this image reads: The agent will only see those announcements that belong to the Location that they are added to work on. Image 21 of 21 What this coversThe agent will only see those announcements that belong to the Location that they are added to work on.

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