{
  "id": "workflow:live-chat-support-optimization",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-channels.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Live Chat Support Optimization",
    "workflowKind": "operational",
    "triggerType": "continuous",
    "typicalCadence": "weekly",
    "complexity": "cross-team",
    "description": "Optimizes the live chat support channel for responsiveness and quality —\nconfiguring intelligent chat routing rules based on customer tier, issue\ncategory, and agent skill tags, managing canned response libraries with\nusage analytics and effectiveness scoring, calibrating concurrent chat\nsession limits per agent based on complexity distribution, monitoring\nreal-time queue depth and wait times with overflow triggers to secondary\nchannels, analyzing CSAT scores specific to chat interactions versus other\nchannels, optimizing chatbot-to-human handoff points to minimize customer\nfrustration while maximizing deflection, tracking first-contact resolution\nrates for chat versus re-contact patterns, and A/B testing proactive chat\ntriggers based on page behavior and customer journey stage. Produces chat\nchannel performance dashboards, agent utilization reports, and canned\nresponse effectiveness rankings. Excludes chatbot development and platform\nmigration.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "role:data-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "role:end-user",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "skill-area:data-analytics",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:live-chat-support-optimization",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}