chat software | live help software

5.1. Basic Functions

The Single Window console looks as follows, divided into three work areas:

Area A:

This is the top part of the console. It gives information regarding status: (language, connection time, total number of pending messages) and allows the temporary disconnection of operators (Online button).

Area B:

This is the left hand bar, which shows all the options available for the operator.
Website Name of the website for which the operator is working.
Operators List of operators for the website. The current operator is highlighted. The connected and available operators are marked as [Online]. It is possible to talk to them by clicking on their names.
Tools Pending Messages Access the pending message folder. These are the messages the users leave the operator in their absence.
Site Activity If the operator is so enabled, access to pro-activity tools.
Conversation list Access to the operator’s conversation list for the last 30 days.
Options Change the password and language of the operator’s console.
Audio & Video Show is the status of Audio/Video on or off.

Area C:

This is the principle work area. In it all conversations and associated tools can be opened (remote control, co-surfing), separated by a tab system.

Each operator will have such functions as have been assigned to them by the administrator, but, in general terms, we will look at the main functions. In this image we can see the main operator window, which allows them to remain awaiting calls and execute various tools:

Functions:

Options: allows you to update the password and the language of the operator account.

Status: this is not just an indicator. When the operator clicks on it, it will change its own status. If the button shows OnLine, the operator will be able to receive calls. If it shows Offline, the operator will act as if they were disconnected. It is a very practical tool to prevent disconnections at those times when the operators are not physically in front of their computers.

Pending Messages: acts like webmail. When they open this tool, the operator will be able to see their mail folders. Within the Inbox folder, they will see the service’s Offline message folder (with the name of the site administrator).

The operators can read the mails in their folders, answer and delete mails, write new ones... In this image we can see the contents of a Pending Messages. For each message there are indications for: read, subject, date, attachments and options (Answer / Resend message). Messages may be deleted, and will then go into the Deleted folder; only the administrator can delete them entirely. To write, resend or answer messages, the procedure is always the same. The operator must choose the subject, recipient... and write the body of the message. Whenever a message is sent through Site-Alive, the customized digital signature of the operator who sent it will be added automatically. When the users open the mail, they will see the signature at the bottom, indicating whether or not the operator is connected. Notes: we should remember various points: An operator can never delete a message entirely, since only the administrator can do so; otherwise, it would not be possible to keep proper control statistics. All mails sent out will have a digital signature at the end. Site Activity: this is the proactivity tool. When the operator executes it, they can see the list of visitors to the website at that moment. The list shows the IP of all connected users and the website page they are in. There may be duplicate IPs, since more than one user may be connected via a proxy, but user control takes place not only through IP. In other words, even though there may be duplicated IPs, the users will be differentiated internally. The list of users in the site also shows the page in which the user is browsing, how long they have been on the site, and two options: Start Conversation by Show floating banner and Enable Cosurfing. When the page is shown in amber, it indicates that the user has reloaded the page. Moving the mouse over the page in amber will display the number of times the user has reloaded. This can allow us to detect problems: from the user as well from the site (unclear data, bottlenecks…) The options we mentioned above are: Show floating banner: starts a conversation with the selected user. When this button is pressed, the user will see a message window that tells them that the operator of the site that they are visiting wishes to get in touch with them. If the user accepts the message, the conversation will start. Proactive calls are recorded as such and the administrator will see them listed in the statistics. Cosurfing: permits the launch of a joint browsing session without the user’s knowledge. In other words, an operator will be able to monitor the site pages that are visited by the user. When an operator starts a conversation or a cosurfing session with a user, said user will automatically be assigned to them, and therefore, no other operator will be able to intervene.

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