Real Time Chats
With real time chats, there are no more back and forth email messages with your customers, greatly decreasing your support time.
Reporting
OnlineChatCenters provides reporting features for all of our customers accessible from your web-based administration panel.
The following reports are available:
- Operator Statistics: Rating, Chats
- Invite History
- Visitor Surf Log - Premium Only
- Chat History - Premium Only
- Hot Page Ranking - Premium Only
- Referral Links - Premium Only
Every report has the ability to be exported to a comma separated value (*.csv) file and emailed to you on a regular, scheduled basis.
Below are screenshots of sample reports.
Operator Statistics
This report shows you the chat statistics and ratings per operator. You can also schedule automated email reports.
Invite History
This report shows the history of timed chat invitations made through your site.
Visitor Surf Log - Premium Only
This report shows the pages each visitor views in the order they viewed it and the length of each page visit.
Chat History - Premium Only
View the chat logs your operators had with your site visitors.
Hot Pages - Premium Only
This report shows the most visited pages of your site(s).
Email Report Summary - Premium Only
Though not a report, this is your list of scheduled reports and the times when they will run. When the scheduled report is complete, it will then be emailed to the designated email address.
Referral Links - Premium Only
This report shows referring pages and how your visitors landed on your site.
Operator to Operator Chats
Operator to Operator Chats
If you have more than 1 operator enabled for your account, you also have the option for operator to operator chats. To do this, just double click on any of the available operators in your list.
From here you can conference in more operators for a group chat.
"Party is Typing" Notification
"Party is Typing" Notification
This feature allows you to see when your visitor is typing a message to you during a chat to inform you that someone is there and that you should expect a response quickly.
Hidden Operators
Hidden operators are useful when you want to be logged in, but hidden from your visitors. Hidden operators are best for second or third line support or managers who only want to take live chats that were forwarded to them from another operator.
To enable this feature for your user, login to your control panel and visit Setup >> Operators. Click Edit on the operator you wish to apply the feature to.
The option labeled Hidden Ability will let you know if that option is enabled.
To enable or disable that option, toggle the checkbox.
Now within your your operator client, you will have a new status selection.
You can select the hidden status at any time to monitor your visitors, but not affect the Online/Offline status on your website.
SSL (Secure Socket Layer) 128-bit
We offer the option to have SSL communication between you and your visitors. SSL can be added to any account for $24.95 per year (free accounts) or $19.95 per year (premium accounts).
This ensures to you and your visitors that your communication is encrypted.
Depending on what browser you use, you should see a padlock in either the upper right corner or lower right corner.
Co-Browsing
With Co-Browsing, you are able to follow your visitor's actions on your site and interact with them as they browse your website.
Features:
- Follow your vistor's actions, mouse movement and clicks as they browse your website
- Take control of the page they're viewing and change the web pages on your visitor's system
- By taking control, you can help your users fill out forms on your website and more!
Highlight your visitor and you will see the Co-browsing tab.
Select the Co-browsing tab and you will now see the web page that the visitor is currently on. Select the "Agent is master" checkbox to control operator control of the visitor's browser.
**Note**
Co-browsing works only on the web pages that you have placed the OCC code on
You can now see and browse to any link on your site and your visitors web page will change to whatever selection you made as long as its on your web site and on the pages that you have added your OCC code to. To release control of your visitor's browser, just uncheck the "Agent is master" selection.
