Dixa works best for teams that have multiple communication channels and a high throughput team, but not a ton of administrative resources to juggle those things. It's pretty easy to manage and is almost a "set it and forget it" platform from that aspect, and strongly prioritizes agent momentum.
Let’s take a look at our favorite features in Dixa, including intuitive navigation, pre-configured settings, and a useful dashboard.
For a small team or a team without access to a full-time operations person, Dixa's ease of use and simplicity are major boons. For each channel you've added to their platform, the flow builder (used for routing conversations) works in the same manner and is a simple visual process to construct.
Within Dixa's flow builder you can easily see all of the routing logic and steps a conversation takes before being queued and ultimately served to an agent. Within these flows you can build in autoresponders, ticket deflection, tagging, chat bots, IVR menus and more (depending on the channel).
Having all of the routing logic contained and working similarly no matter what the context is allows for both low-lift management of these flows over time and light enough weight for it to be picked up by another administrator later on.
The ethos that drives a majority of the feature design in Dixa is to ensure that work can happen smoothly and without disruption for agents. At the core of this experience is the Dixa offer system. Agents are assigned to specific queues which dictate the conversations that will be offered to them when they are marked as working in Dixa. As an administrator, you can set priority levels for both individual queues and the agents assigned to those queues, allowing for very granular control over how conversations are routed.
Once an agent is offered a conversation and they accept, they work on it until they've either ended the chat/phone communication or sent off an email response to the customer, after which they're placed in "wrap up time" to take notes, handle any loose ends, etc. This wrap up time can be manually extended as long as needed by the agent, and when it ends they'll be offered a new conversation automatically.
Not requiring agents to manually choose what queues and conversations they're working on at any given time allows agents to stay in flow and get back some very critical mental energy. Momentum can be a very big addition to someone's workflow, and Dixa has designed with exactly that in mind.
From its inception, Dixa was built with omnichannel support in mind and it shows. Being able to have a queue that contains different conversation channels (phone, live chat, email, social messenger) with no hoop-jumping or special circumstances allows for a simplicity in management. Allowing agents to handle those same conversations in the exact same manner with the same controls and workflows available to them creates a very seamless experience for agents, resulting in increased efficiency and decreased cognitive load.
Where you manage conversations, how they're routed, track their analytics, etc. are all from the same part of the UI--allowing you to combine or segment them however you find most useful, without requiring additional labor to do so. This provides increased flexibility, as well, as your organization grows and changes how it handles its support workload (especially if you're adding or reconfiguring the various channels you provide support through).
For smaller teams with fairly simple requirements, we think Dixa is likely to be a great fit. However, as we configured our environment, there were a few things we found challenging.
Within Dixa the system is designed so that all conversations that are placed into a queue are offered to agents assigned to those queues, and the options for configuration within this system are reasonably vast. Between queue priority, agent priority within a queue, and the means by which conversations should be offered it can be very difficult to explain after the fact why conversations were offered in a specific manner.
If something bears out in the conversation offer/acceptance/transfer data in your Dixa instance, it may not be clear which mechanisms are responsible for how conversations were offered, nor what means you should take to remedy the situation. Take, for instance, the "Longest idle, according to agent priority" offer algorithm option--it sounds straightforward, but that option applies to each queue individually, but is not specified whether idle time is specific to that queue.
Fortunately this really only becomes friction in more complex Dixa setups, but if you encounter it you may find it to be very difficult to unravel. The recommendation here is to keep things as simple and streamlined as you can.
While Dixa has a good variety of data available regarding the activity in your Dixa instance, the reporting functionality is pretty limited. For each of the analytics verticals you can select portions of channels, tags, contacts, etc. to include in the reporting available but you're restricted to the reporting that is available within their platform. For instance, the "Productivity" vertical shows you handle time, wait time, and volume of conversations answered and can be split by queue, channel and/or contact point. You cannot, however, see how handle time for specific tags differs within Dixa. For something like that you would need to export your data into another platform or tool.
Similarly, another within the "Agents" vertical of Dixa's analytics you can see conversation assignments by volume and percentage across your team, but you can't include average handle time or other metrics into this view in Dixa--the inflection points for this view are agent, queue, channel, direction, and contact point. Referencing a different type of data (tagging, CSAT, productivity, presence) into agent productivity data cannot happen within Dixa's analytics functionality.
Fortunately Dixa's exporting functionality works smoothly and provides extensive data to work with in a program like Excel or Numbers, but it can sometimes be challenging that the in-app reporting functionality isn't more configurable.
The most glaring lack of functionality within Dixa can be found with its integration with Salesforce. While Dixa does include a native integration, all that integration is capable of is displaying information related to leads in your Salesforce instance in the conversation sidebar. Moreover, the information provided out of the box is very limited.
You can customize the sidebar app to have your own styles and include significantly more information within the sidebar card, though the information available in the sidebar depends entirely on the structure of your Salesforce account.
This integration is a one-way integration that only displays information about Salesforce Leads in Dixa, and does not send any information to Salesforce or display information about Dixa conversations within Salesforce. To accomplish each of those things you would be required to build your own middleware (which is definitely possible) or use a platform like Zapier to automate this (again, possible, but with limited functionality).
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