Chat Resolution - New Process

Going forward, the main metrics for customer experience is going to be ‘Resolution’. To this end we have created a new process that all agents will need to follow while handling chats. This is live for all Niyo Chat groups and will be made live for onboarding/NiyoX within the next few days. 

• • Before resolving (before clicking on “Resolve” or “Resolve and create a ticket in Freshdesk”) a chat agent will need to mandatorily add a private note to tag the chat as per resolution.
  • To add a private note agents will have to type “/1” if the query/issue has been resolved or “/0” if the query/issue is pending the final resolution.
  • The agent will have to select the sub status as per the chat.
  • Every single chat will be monitored to confirm if the private note has been mentioned. In case a private note for resolution has not been added or if an incorrect private note has been added, this will affect the quality score for all agents.
  • After adding the below-mentioned tag agents can resolve the chat as per usual. (Click on resolve and add appropriate labels).







Please find all relevant screenshots below for Agents and for QAs

• If chat is fully resolved and you type /1 Select one of the 2 options given 





• If chat is not fully resolved and you type /0 Click one of the 4 options given 





• Once the option has been selected and added, it will be visible in the chat at as shown below: