# 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! - Source: https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-settings - Section: Eliza Agent Platform / Eliza Agent Platform Onboarding - Reading time: 7 min - Images: 21, each explained below - Modified on Sun, 7 May, 2023 at 3:53 AM --- 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**](#eliza-agent-platform-settings-2) #### [Setting up a new location in the Eliza Agent Platform](#setting-up-a-new-location-in-the-eliza-agent-platform-2) #### [Setting up your team members](#setting-up-your-team-members-2) #### [Eliza Account setup](#eliza-account-setup-2) #### [Configuring Webhooks.](#configuring-webhooks-2) #### [Dispositions setup](#dispositions-setup-2) #### [System Dispositions](#system-dispositions-2) #### [Waiting for the customer's response](#waiting-for-the-customers-response-2) #### [Appointment Booked](#appointment-booked-2) #### [Autoclosed](#autoclosed-2) #### [Disposition Comments Tab](#disposition-comments-tab-2) #### [Downloading the comments](#downloading-the-comments-2) #### [FAQ management - Templates and Location FAQs](#faq-management-templates-and-location-faqs-2) #### [Using template parameters in the FAQ Templates](#using-template-parameters-in-the-faq-templates-2) #### [Reports](#reports-2) #### [Eliza Leads Report](#eliza-leads-report-2) #### [Sample of the Eliza-Leads Report](#sample-of-the-eliza-leads-report-2) #### [Agent Performance Reporting](#agent-performance-reporting-2) #### [Sample of Agent Performance Report](#sample-of-agent-performance-report) #### [Hot Keys](#hot-keys-2) #### [Announcements](#announcements-2) **Related Articles** **[](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-introduction-and-faqs)**[](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-introduction-and-faqs)[Eliza Agent Platform Introduction and FAQs](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-introduction-and-faqs)[](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-introduction-and-faqs)**[](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-introduction-and-faqs)** [Eliza Agent Platform Settings within the CRM](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-settings-within-the-crm) [Eliza Agent Platform Search Tools](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-search-tools) [Eliza Agent Platform Dashboard](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-dashboard) [Eliza Agent Platform Conversations](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-conversations) --- ## **Eliza Agent Platform Settings** ### **Setting up a new location in the Eliza Agent Platform** 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277242/original/WlVQGxXIL5J52wKCL4014tC2fbeOq349yQ.png) **Setting up a new location in the Eliza Agent Platform (image 1 of 21)** 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 > Locations - What this covers: Start by clicking the "Add Location" button on Settings > Locations - Controls: "Add Location", Settings > Locations, Add Location - Next: Select 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277257/original/847OCAC4AzsmfBubPCCfCjB2kqEYjBaHYw.jpeg) **Setting up a new location in the Eliza Agent Platform (image 2 of 21)** 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. - What to choose: Select the Location from the dropdown, and the Location from HL will be added to Eliza. - Controls: "Add Location", Settings > Locations, Add Location - Next: 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. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277233/original/dgCCMV_5k9LnB5qh6T0CVdig_X041oe06w.png) **Setting up a new location in the Eliza Agent Platform (image 3 of 21)** 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. - What to choose: 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. - Controls: "Add Location", Settings > Locations, Add Location - Next: 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. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277232/original/FPpnyueICKgukEvZeocXh-XIlZ12CPBZ4g.png) **Setting up a new location in the Eliza Agent Platform (image 4 of 21)** 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. - What this covers: 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. - Controls: "Add Location", Settings > Locations, Add Location - Next: Choose 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277246/original/wwH_FLvvYGUI8iPtoxFLJ11lMrK_ZACSCw.png) **Setting up a new location in the Eliza Agent Platform (image 5 of 21)** 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. - What to choose: Choose the agents who can handle the conversations in this Location from the previously created list of agents. - Controls: "Add Location", Settings > Locations, Add Location - Next: A 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277249/original/9CiiPdapVD-qMimTbFU47MR-RJorYUmD6g.png) **Setting up a new location in the Eliza Agent Platform (image 6 of 21)** 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. - What to click: 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. - Controls: "Add Location", Settings > Locations, Add Location - Next: On 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277250/original/rigWbadRkjfIXF7D4oOE_B4D48ezdE1wvg.png) **Setting up your team members (image 7 of 21)** 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 > Team - What this covers: On Settings > Team screen, you can add team members as agents or admins. - Next: 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 8 of 21)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277251/original/fKBvzdDsvboQRCbKVwF3gQaLpKmO6nugYg.png) **Setting up your team members (image 8 of 21)** 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 > Team - What this covers: On Settings > Team screen, you can add team members as agents or admins. - Next: The 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277248/original/wso_6V5fO1F199mzJrXt8QbnHQkq0M39aA.png) **Setting up your team members (image 9 of 21)** 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. - What this covers: The newly added member will receive an email with a link to set up the password for the account. - Next: 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. --- ### **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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290277252/original/_upzFOaiLkVU22YyAH8su4EcS64UmnnrVg.png) **Configuring Webhooks. (image 10 of 21)** 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. - What this covers: Any incoming message part of a conversation assigned to a particular agent will still go to the same agent, even if they are offline. - Controls: Settings > Company., Type of message, Description, Keys Configured - Next: Configure 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 agent | Type, 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290288548/original/TRSvVX_P-WP0v--i2sGsXzELUYm4XiDNKQ.jpeg) **Dispositions setup (image 11 of 21)** 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 Comments - What to choose: 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.' - Next: Assigned by the system automatically when the agent chooses to close the conversation while waiting for the customer's response. Full 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290288533/original/vUBOaJp1sGBq71T9j36WdQM-xwgPOFe1FQ.png) **Disposition Comments Tab (image 12 of 21)** 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. - What this covers: Pause Conversations Eliza Bypass tag Send to Eliza tag - Next: Only 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290289460/original/BMCF86Icz5aM2A7iL7bU2XcOHShIlO8U_g.png) **Downloading the comments (image 13 of 21)** 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. - What this covers: 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. - Next: FAQs 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290290006/original/xKR0dE1JFdPpSgJDC2c5dWt2uPZh2-qeyQ.png) **FAQ management - Templates and Location FAQs (image 14 of 21)** 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. - What this covers: FAQs are an efficient way to increase agent productivity. - Controls: settings > Eliza Service tab - Next: 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. Full 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290290123/original/vVpURDuGd6rEqSzcBOg9dDFpjlnBr3saDw.png) **FAQ management - Templates and Location FAQs (image 15 of 21)** 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…. - What this covers: 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. - Controls: settings > Eliza Service tab - Next: 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. 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. Full 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/<>/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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290290305/original/t6OawgWYBtlrD0aZkZ5W9hb5ydZX5BgVOw.png) **FAQ management - Templates and Location FAQs (image 16 of 21)** 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. - What this covers: 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 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. - Controls: settings > Eliza Service tab - Next: 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 Full 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290290375/original/i_HVg5Wr90AKvOThtAzrkElh_mvJ-u0q4w.png) **FAQ management - Templates and Location FAQs (image 17 of 21)** 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. - What this covers: 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 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. - Controls: settings > Eliza Service tab - Next: 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 Full 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290290621/original/slnNGIybokdAwfQkj5axiprScJjh-kkjqg.png) **Eliza Leads Report (image 18 of 21)** 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. - What this covers: 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 - Fields: 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, Disposition Date - The date on which disposition is assigned, Start Date - Conversation Start Date, End Date - Conversation End Date - Next: This report will have the following columns. Example values (illustrative, not read from the screenshot): - 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 Full 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](https://t8631005.p.clickup-attachments.com/t8631005/c0ffb503-5203-419d-af93-0bcaee6d11a7/Eliza%20Report%2012_01_2021%20to%2012_31_2021.xlsx) #### **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](https://t8631005.p.clickup-attachments.com/t8631005/818c07dc-daad-47ea-a341-ef6fcd8b21ae/Agents%20Performance%20Report%2003_01_2022%20to%2003_28_2022.xlsx)  **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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290291327/original/_F3mKoohzBFZ04Dz1HNtjdCFcHTDLlAyMA.png) **Sample of Agent Performance Report (image 19 of 21)** 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. - What to fill in: 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. - Fields: Change profile photo, phone number, email address, Change password - Controls: Explanation of this report, It is considered a closed-only file. - Next: On the conversations screen, use the following hotkeys for the below-identified actions. Example values (illustrative, not read from the screenshot): - Change profile photo, phone number, email address: priya.raman@northgatedental.com Full 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290292174/original/7N0P7SUV3o3fFDebtOEtzvr20LtQ7dSssg.png) **Hot Keys (image 20 of 21)** 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. - What this covers: 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. - Fields: End chat - (Alt E or Option E), Transfer (to another agent) - (Alt T or Option T) - Next: Any announcement configured in the "Edit location" option will be available for the agent in this section. Full 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290292300/original/fVLQqJRfNPEF3E48hk_5jEbD0MxW2DyXfQ.png) **Announcements (image 21 of 21)** 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. - What this covers: The agent will only see those announcements that belong to the Location that they are added to work on. --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com