The Expert Enterprise manages the network of experts, Expert Stations and Expert Studios registered in the system and maintains information and rules about the company, Expert Station locations, and each expert, including::
Expert Network & Interaction Manager
Routes customers to the appropriate available expert, manages any customer queues, and manages the Store Viewer controls.
Company, Store, Expert Station, and Expert Organizer
Operations managers have complete control over the configuration of the Live Expert system and its components through the Organizers in the Expert Enterprise. The profiles of each expert is established in the Organizer based on expertise category, expertise ranking, language ability, and customer affinity type. The prioritization rules for selecting an expert for each customer interaction can be configured according to these profiles.
Bandwidth Manager
Utilize bandwidth. The Live Expert Bandwidth Manager provides the tools to configure videoconference quality standards on a Station by Station and Studio by Studio basis. Get reports on a real-time basis describing utilization and possible congestion so settings can be adjusted before they affect videoconference quality.
Expert Analytics
Provides real time performance reporting for Expert and Expert Station utilization, types and length of customer interactions, and customer feedback ratings.