Multiple Operators
Have multiple users, also known as operators, monitor your site(s) and chat with your visitors. Other inter-operator functionality like chat forwarding, operator to operator chatting and chat conferencing ensure your visitors get solutions to their problem quickly via OCC.
Each operator has their own profile, including unique name and picture avatar and can be categorized into the different departments that have been set up.
Now with Premium Version accounts: Supervisor functionality.
Assign Supervisor rights to a particular operator and that operator can monitor all chats of other operators as well as interact in their chat. Great for training and higher level support.
Setup multiple operators through the administration panel
Multiple Departments/Websites
Use OCC to setup multiple support departments or monitor multiple websites through one interface.
Once setup, code can be generated for individual departments to place on separate pages (eg - Sales Department can be placed only on a Pricing webpage) or can be generated for all departments and the chat visitor will choose which department they wish to chat with.
One free department/website is included with each OCC account.
Setup additional departments/websites
Chat Invites (Customizable with Premium Version)
Send a chat invitation with custom message to your site visitors; the message will pop up on the visitor's screen within the website. You can send the message directly from the web or desktop agent application. With timed invites, the message process can be automated and the message will pop up after the visitor has been on the site for a predetermined amount of time.
When the visitor responds to your question, they will be immediately placed in a live chat session with you.
PREMIUM VERISON ACCOUNTS:
CUSTOMIZE THE INVITE LOGO AND REMOVE THE "Powered by branding"
Timed Chat Invites
Timed chat invitiations are just like chat invitations but are sent automatically after a certain period of time has passed. You can set up differnet messages for differnet departments or differnet websites and customize the operator name the message comes from.
Web & Desktop Application Operator Consoles
OnlineChatCenters gives you 2 options to monitor and respond to live chat requests.
- Web Based Console. You can use any browser to login and be online to answer your customers questions. Nothing to install.
This screenshot shows what departments your operator login has enabled.
This is your main live chat area. This is where you will see and be able to respond to your visitors live chat requests.
- Desktop Application Based Console. This is an installable program for Windows 2000, Windows XP and Windows 2003. This is a full featured application to respond and monitor your visitor requests
Here is a screenshot of the main application console.
Canned Messages
To make your experience with your visitor as stream lined as possible, we offer Canned Messages. With Canned Messages, you can configure a set of responses in your administration panel that can be selected while chatting with a visitor. When chatting with your visitor, you can select any of these canned responses that will be immediately sent to the visitor without you having to type them out.
To configure your Canned Messages, login to your admin console and browse to Setup >> Settings >> Messages >> Canned Messages
You first begin with adding a category such as Sales or Support. Once these Categories are created, you can begin adding your canned messages by clicking the 'Manage' link under the column 'Messages'.
You have the option on each canned message to set it as the 'Initial Message' which will automatically send it to your visitor when the chat is opened, such as "Thanks for contacting us through our live chat service, let me review your question and prepare an answer."
Next, on the operator panel, you can select which canned message you would like to send to your visitor
UPDATE: NOW AVAILABLE.....CANNED MESSAGES PER OPERATOR
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.
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.
Chat Forwarding
Chat forwarding allows you to forward an in-progress chat session to another available operator.
To forward a chat request, click on the Forward button during the chat session.
Next you will be asked to select an operator to forward the chat session to.
Select your operator and click on the Transfer Request button to forward the chat session.
Chat Request Form Customization
You can customize the form users must fill out before chatting. Below are examples of the 4 options that are available for request form customization.
Text Field:
Text Area:
Check Box:
Drop Down:
You can add as much or as little to your form, it's your choice. By default, Name and Question are hard coded into the form and cannot be changed.
To add your options, login to your control panel.
From the menu, select Setup >> Settings >> Design Customization >> Chat Request Form
Next, click on the "Add Form Item" button to begin.
You will be presented with the Add New Item menu. Item Caption is the name that will be displayed next to the form item. Item type, see above for descriptions. The Required checkbox makes this item a required field that your customer must fill in.
The item type Drop Down List has an extra step involved when adding. After you add a drop down list type, you will notice now that under the values column, you have a link called 'Items". This is where you will add your drop down list selections. Click on the Items link to add your drop down selections.
Here's an example of a custom request form:
The information inputted by the customer to the Request form is displayed to you in your Operator application when you accept the chat request.
Chat Conferencing
This feature allows multiple operators to start a conference with each other or with a visitor.
To start a conference, you must have more than 1 operator enabled for your account. Next you will need to start a live chat session with one of the operators.
Once you are in the chat, you will notice a button called Conference next to the save button. Click this and another dialog box will pop up to select the participants.
Once you select your other agent(s), you will now be in a conference with all of the selected parties.
In this example, we have 2 operators and a visitor all in the same conference. You can start a conference at any time during a live chat session.
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.
Email Signature
From the OCC Agent, you can create an Email Signature that includes your Live Chat icon and your online/offline status to be imported into your favorite email client like outlook or thunderbird. If you have multiple departments, you can select just a single department for your signature or you can select them all. If your email recipient clicks on your Live Chat icon in your email message, they will go directly to the Live Chat dialog to begin their chat session.
Below is an example of an email signature in Outlook.
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.
Hidden Departments
Hidden Departments work along the same lines as hidden operators. A hidden department is not visible by your visitors, making this an ideal solution for Management.
To enable the hidden status for a Department, login to your admin control panel go to Setup >> Operators. Click Edit on the department you wish to apply the feature to.
To enable or disable that option, use the radio selection box.
Then, just make sure your operator has this department enabled in their profile.
Operator Rating System
For every chat session that an operator is involved in, the vistor has the opportunity to rate how well they feel the operator performed. At the end of the Chat Session, a rating drop down is displayed in the window.
They can rate the operator on a scale of 1-10.
You can then pull up a report inside your account control panel to view all of the ratings for all of your operators.
"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.
Real Time Chats
With real time chats, there are no more back and forth email messages with your customers, greatly decreasing your support time.
Real-Time Mouse Tracking with Co-Browsing
Follow the movement of your visitor's mouse pointer in real time while using the co-browsing feature.
