Blip Desk App
Problem
Goal
Align the custom pause functionality with the Web version to enable pause management for the Support Manager.
Solution
A new flow was designed for agents to go on pause during support sessions. To help with time management, we added a timer on the support screen showing the elapsed time since the pause began. Agents can also select the specific type of pause they are taking.
Once the agent chooses to go on pause, they can select the type of pause. After making a selection, a timer is activated to help track the duration of the break during the support session.
Acceptance criteria and trackings
Since this functionality already existed in the Web product, we added a property to MixPanel to identify the type of device used when the user performs the action.
The pause list includes all custom pauses from every chatbot the agent is associated with. Additionally, pauses with the same name across different bots should appear only once for the agent.
A prototype followed the final design handoff to development, as well as to other departments such as Sales and CX. This made it possible to anticipate the pain points of certain users who relied on these features to perform their work.
Add notifications to remind agents to return to online status after a pause.
Display to users the time limit set by the Manager for each custom pause.
Cross-analyze feature usage data with the adoption rate of companies that required this functionality to start using the app.