Multiple Operators/Users

Each OCC account gets one free operator. Free & Premium users have the option to purchase additional operators for just $2/month.

Enterprise users get UNLIMITED OPERATORS for $50/month.

When you have multiple operators, you can assign them to different departments for monitoring multiple websites and easy organization. Grant supervisor rights to specific operators to allow them to monitor and chat in other operators’ chats. Supervisors also have additional rights including the ability to delete offline messages and missed requests.

Through the Account Dashboard, you can invite users to set up their operator profiles with email, password, login information and an optional image to display to visitors when in a chat.

OCC Agent Desktop Software (Windows & Mac)

The OCC Agent is available for both Windows and Mac operating systems. The OCC Agents provide an easy-to-use interface for operators to chat with site visitors.

The OCC Agents are accessible with ALL OCC VERSIONS.

256-bit SSL (Secure Socket Layer) Encryption

Encrypt and secure all your chats with 256-bit SSL encryption.

The most common question we get asked is do I need SSL? You would be better off with SSL if your chats may involve any of the following data:

• Order information from your online store
• Credit card, payment or financial information
• Login or password information
• Other sensitive data such as address, birth date, license, or ID numbers

Overall, it’s a good idea to get SSL if:

• you need to comply with privacy and security requirements
• you value privacy and wish to convey a higher level of trust on your site

Real Time Language Translation

Communicating has never been easier! With our Translator feature, you can translate a conversation both ways into the recipient’s native language.

The translation feature is built right into the OCC Agents (Web, Mac and Web only) using the Google Translate API.

Once opened, the translation languages are detected based on the visitor’s location or can be selected from a drop down. Simply type in your native language and your messages will automatically be translated to your visitor’s language. When the visitor responds, OCC will also translate from their native language to yours.

Real time language translation is only available in the Premium and Enterprise Versions.

 

Mini Window with Custom Window Sizes

Shrink your chat window! Our pre-set mini window template will automatically adjust your window style to offer a more condensed, tighter window (approx. 55% smaller) for the visitor.

You can also set a custom window size to match your custom banner sizes or website look.

Custom chat window sizes and mini window sizes are only available in the Premium and Enterprise Versions.

 

Timed Chat Invites

Timed chat invitations are just like custom chat invitations but are sent automatically after a certain period of time has passed.

You can set up different messages for different departments or different websites and customize the operator the message comes from.

This feature will force a pop-up chat invitation to appear to the visitor after a specific amount of time has passed.

Timed chat invitations are accessible with ALL OCC VERSIONS.

 

Dynamic Text for Online/Offline Status

Use dynamic text to display the online/offline chat status of the operators monitoring your website. Through the Account Dashboard, the font, color, size and more of the online and offline chat text status displayed can be customized.

The video below shows a demonstration of the dynamic text status feature:

Dynamic text for your status is available only in the Premium and Enterprise Versions.

Customizable Chat Request Forms

Grab visitor info before the chat begins with the chat request form. You can customize the form with text fields, drop downs, checkboxes, hidden dynamic fields and more for the visitor to fill out.

By default the fields Name, Email and Question are hard coded into the form to enable missed chats and offline requests.

The information inputted by the visitor into the chat request form is displayed in the chat request within the OCC Agent before a chat begins. The chat request forms can be customized per department/website and can also be skipped to forward visitors straight to the chat window.

Chat request forms are accessible with ALL OCC VERSIONS.

 

Chat History Reporting

Within your Account Dashboard or the OCC Agents, you can view the chat history of all operators within the account. The Chat History pages within the Account Dashboard are much more fully featured than the OCC Agents and offer the ability to filter requests by date, operator, department and keyword.

Within the actual transcript of the chat, you will be able to see and review many items:

• The entire chat transcript
• Timestamps of each message
• When the chat was ended and by whom
• Rating the visitor gave the operator
• Visitor information & request information
• Email the visitor
• Email the chat transcript

These customer chat transcripts can serve as an extremely valuable resource to analyze customer behavior or train new members of your support team.

Chat History is available only in the Premium and Enterprise Versions.
 

Hidden Departments

Departments can be marked as hidden through the Hidden checkbox on the Edit Department area of your Account Dashboard so they are not visible to visitors on the department selection page. This is most commonly used for Management and supervising operators or for testing purposes (hiding departments during development times).

Hidden departments are accessible with ALL OCC VERSIONS.

 

Real Time Chats

With OCC, all chats are in real time so there are no more back and forth email messages with your customers, greatly decreasing your support time.

You can invite your site visitors to communicate with you or wait for them to request a chat with your available operators.

With OCC, there are no unattended calls, no delay in sales and no more pending customer support requests.

Ring Visitor

Ring visitor was designed to get the attention of a chat visitor while in a chat.

When the ring visitor button is pressed, a custom text and custom sound notification is sent to the chat visitor. This feature is very convenient and primarily used if an operator is chatting with a customer and the operator asks the customer a question, the customer may have another window active and has not seen the question.

Ring visitor is available only in the Premium and Enterprise Versions.

Offline Chat Requests

When all operators are offline, the offline chat icon is displayed on your website in place of the online icon. When this icon is clicked, an offline message form pops up to allow visitors to fill out and send a message delivered to the department email.

The offline messages are also available to be viewed via the OCC Agents and the Account Dashboard, with the ability to email and delete the messages. Offline messages can also be marked as processed so other operators can keep track of which messages were responded to already. Only supervisor-level operators have the right to delete messages!

Each offline message also shows all the visitor’s browsing information.

Offline messages are available with ALL OCC VERSIONS.

 Dashboard Statistics

The landing page of the Account Dashboard features important metrics right when you log in. The Dashboard page features:

• Operator login
• OCC Agent download and access links
• Monthly visits counter, sorted by department
• Monthly requests (total, missed and offline), sorted by department
• Monthly requests accepted
• Operator ratings
   

Customizable Chat Request Timeout

The chat request timeout is a timer that counts down how long a chat visitor waits in the queue after requesting a chat before the request times out. The timeout period can be defined in the Account Dashboard. Once a request times out, the visitor is notified the request was unanswered and has the option to remain in the queue, email an offline message or close the chat request window.

Timed out chat requests are filed as a missed request within the OCC account.

Co-Browsing with Real-Time Mouse Tracking

With Co-browsing, you are able to follow your visitor's actions on your site and interact with them as they browse the pages.

Co-browsing features include:

• Follow your visitors’ actions, mouse movements and clicks as they browse your website
• Request control of the page they're viewing. Once granted, you can change the web pages on your visitor's browsing session.
• By taking control, you can also help your visitors fill out forms on the website, checkout with a purchase and more!

Co-browsing works only on the web pages that you have placed the OCC code with JavaScript enabled and does not include AJAX or certain ASP type pages.

To read more about the limitations of co-browsing, please view this knowledgebase article.

Co-browsing is available with ALL OCC VERSIONS.

Custom Chat Invitations

Chat invites are a pop up message that appears in a modal window on your website. With chat invites, you can ask site visitors if there is anything you can help them with or if they have any questions about the webpage they are on.

The ability to initiate live chat with prospective customers can be strategically leveraged to convert casual inquiries into useful conversation.

This feature can be defined per department to give specific messages for different pages or websites.

Custom Chat Invitations are accessible with ALL OCC VERSIONS.

 

Supervisor Monitoring and Interaction

Operators can be assigned supervisor rights to allow them to monitor and participate in chats that other operators are in.

Supervisors also have the ability to delete chat history, offline messages and missed requests through the OCC Agent.

Supervisor mode is an ideal tool for training and higher level support.

 

Customizable Banners

Remove banner advertisements and OCC branding from your visitor chat window with an upgrade to Premium or Enterprise. You can also replace them with your own custom banners or HTML to promote a particular web page or product.

The top banner, left column banner and footer are all customizable through the Account Dashboard with a graphic file or custom HTML.

Multiple banners can even be uploaded for each area and set to rotate at a custom-set time interval.

In addition, all advertisements within the OCC Agents are removed and all free reminder notifications are removed with both the Premium and Enterprise Versions.

Customizable Banners are only available in the Premium and Enterprise Versions.

 

Canned Messages

Canned messages are pre-defined frequently used messages that operators can select and send instantly without typing the message out.

Through your Account Dashboard, you can organize your canned messages within categories and make them available only to specific operators and/or departments.

Canned messages can also be set to be sent as the initial greeting message when a chat is initiated with a visitor.

Canned messages are accessible with ALL OCC VERSIONS.
 

Chat Conferencing

This feature allows multiple operators to start a conference with each other or with visitor(s). Once an operator is in a chat, they can conference in more operators or more visitors. The operator can even pool all visitors to a website into the chat conference.

Chat conferencing is accessible with ALL OCC VERSIONS.

 

Knowledgebase

Create a Knowlegebase of frequent issues or questions that can be accessed via direct link, embedded on your site, or inserted into a chat.

Through the Account Dashboard, Knowledgebase articles can be managed per department and categorized further within each department.

Each KB article can be integrated onto a website or inserted into a chat.

The Knowledgebase is accessible with ALL OCC VERSIONS.

Email Signature

Add a dynamic OCC icon to an email or insert it into your email signature so your email recipient can directly click on it to chat with you. This feature can be used in your favorite email client like Outlook, Thunderbird or Gmail.

You can generate the email code for just a particular department or for all departments. The email signature has the same features as the regular chat windows!

If your email recipient clicks on your live chat icon in your email message, they will go directly to the live chat screen within their internet browser to begin their chat session

Email Signature is accessible with ALL OCC VERSIONS.

 

Operator-to-Operator Chats

Operators can chat with each other through the OCC Agent. For accounts with more than 1 operator, a chat can be initiated with another operator by double clicking on the operator’s name from the operator list on the right hand side. Once the chat has been initiated, even more operators can be conferenced in for a large group chat!

Operator-to-Operator Chats are accessible with ALL OCC VERSIONS.
 

Advanced Reporting

The following reports are available through the Account Dashboard:

1. Operator Stats - Limited in Free; Full stats for Premium & Enterprise

2. Invite History

3. Visitor Surf Log - Premium & Enterprise Only

4. Chat History - Premium & Enterprise Only

5. Hot Pages - Premium & Enterprise Only

6. Referral Links - Premium & Enterprise 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.
 

Operator Statistics - Limited in Free; Full stats for Premium & Enterprise

This report shows you the chat statistics and ratings per operator, including status times (online, hidden, away) and time in chats. You can filter this report to show you a specific period or all time.

Invite History

This report shows the history of timed chat invitations made through the site.

Visitor Surf Log - Premium & Enterprise 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 & Enterprise Only

View the chat logs your operators had with your site visitors.

Hot Pages - Premium & Enterprise Only

This report shows the most visited pages of your site(s).

Email Report Summary - Premium& Enterprise 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& Enterprise Only 

This report shows referring pages and how your visitors landed on your site.

Operator Rating

After every chat, the visitor is presented with a dialogue to rate the performance of the operator they were chatting with from 1 to 4 stars. The rating can be hidden from your chat window.

The rating an operator received for a particular chat can be viewed from the Chat History reports (available only in Premium & Enterprise Versions). The overall rating for an operator can also be viewed from the Operator Stats report located in the Account Dashboard. This is available with all OCC Versions.

Operator ratings are accessible with ALL OCC VERSIONS.

 

On-Hold

The on-hold feature allows operators to put a chat on hold with custom defined on-hold text and on-hold music/MP3 sent at regular intervals to the chat visitor.

This feature is very convenient if you have a few open chats at the same time or just need to review the request at length.

You can set the on-hold interval period (how often the music and text loop) and assign different on-hold notifications per department.

You can also take advantage of the text and custom MP3 with an advertisement to push a product or service on your site!

On-Hold is available only in the Premium and Enterprise Versions.

 

Missed chat requests are chats requested by your website visitors when your operators were online but the chat wasn’t accepted. The missed requests get emailed to the department email and also get stored in the OCC Agents and Account Dashboard.

Missed requests have the same functions as offline messages – they can be marked as processed, emailed, or deleted (deletion available to supervisor-level operators only).

Each missed chat also shows all the visitor’s browsing information.

Missed chats are accessible with ALL OCC VERSIONS.

Chat Forwarding

Chat forwarding allows operators in chats to forward their chat session to another available operator or to the general queue of operators. When the chat request is forwarded, a notification is sent to the visitor as well.

To forward a chat request, click on the Forward button during the chat session.

Chat Forwarding is available with ALL OCC VERSIONS.

Customize Sound Notifications

Customize the standard, default sounds OCC web and desktop agents will make when someone visits your website or requests a chat.

You can use the default OCC Agent sounds or use your own sounds. The sounds can also be disabled for specific actions.

Compatible sound files are: WAV, MP3 and WMA.

Customizable sound notifications are available with ALL OCC VERSIONS.