|teams and subteams||
Teams and subteams are groups made up of 1+ representatives, which enables account- and team-level managers to group representatives into nested teams for centralized administration and management. Teams may be configured to accept queries from 1 or more sub-portals, as designated by the account- or team-level manager. Representatives may only be assigned to 1 team at a time, but they may be moved from 1 team to another by managers.
Representatives are the individuals who are assigned to receive, respond to and support customers and can be added and managed by account- and team-level managers (if enabled by account-level manager). They are assigned a HelpAlert login that allows them to receive queries from and support customers using those portals/subportals to which they have been granted access by a manager.
The Managers page allows account-level managers to create team-level managers who can log in to the Management Center to view and manage those teams to which they are assigned (team managers may be assigned to manage more than one team, but they may not create other team managers). The team manager may be enabled to set a number of team-level and representative-level rights.
|portals and subportals||
Customer portals are websites that provide a starting point for customer to join support sessions and connect with representatives who are logged in to HelpAlert. When created, each customer portal has its own unique URL that is specific to the account for which it was created (with the exception of the GoToAssist.Me portal).
The portal type defines the layout, display and available text fields that are shown to customers when they view a customer portal in their web browser. Depending on its portal type, a customer portal may prompt customers to enter their contact information, explain their query, select a representative or simply click a button to connect. Each GoToAssist mode offers different portal types, all of which provide their own distinct methods of connecting customers.
|mode of connection||
The mode of connection is the method by which customers and representatives initiate a session. There are 3 available modes of connection, as follows:
Chat allows representatives and customers to communicate with each other during Web Mode and Queue Mode sessions. There are 3 available types of chat, as follows:
Functions are the various software components (e.g., file transfer, reboot/reconnect and screen sharing) of GoToAssist Corporate can be made available to or restricted from use by representatives on a per-representative, per-team or per-portal basis.
A query is the support request or posting submitted by a customer.
Tiered access is a feature of the Management Center that allows account-level managers to create team-level managers who can log in to the Management Center to view and manage those teams specifically assigned to them. Representatives can also be granted access to the Management Center, with the ability to view only their session data.