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AWEBDESK LIVE CHAT SOFTWARE
Version 6.1.0
AwebDesk Softwares
Operator Guide
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TABLE OF CONTENTS
LOGIN TO OPERATOR AREA...……….…...…3
Go online………...4
Skins………5
Sound Alerts……….……….….….5
Desktop Notification...…....6
Sms Alert……….………..….7
Canned Responses………..………....…8
Transcripts………...…..…9
Online Activity……….………..10
Update Password……….………...11
Chatting to Site Visitors……….…….….12
Traffic Monitoring……….…..13
GeoIP and GeoMap………..………14
Footprints……….…..15
Transferring Chat Requests……….…...16
Operator - Operator Chats……….…..17
Using Canned Responses……….……….………18
Transcripts……….………19
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Login to Operator Area
Fig 1: Operator Login
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Go Online
After login you will be redirected to Operator Dashboard.
Fig 2: Operator Dashboard
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Skins
You also find options to change skin for your operator panel, just click on Skins and you will set new skin as below
Fig 3: Setting Skin for Operator Panel
Sound Alerts
Next option is Sound Alerts through this option you can choose your preferred sound alert notifications. Update here new chat request and response sound alert which you will have during in interaction with site visitors.
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Desktop Notification
Another option is Desktop Notification. Desktop notification is a rather new browser technology that is currently available for Google Chrome and Firefox. However, the system has detected a Firefox browser and you'll want to install the Firefox Desktop Notification addon before getting started. Once the addon has been installed, restart the Firefox browser and access this area again to continue with the process. If the addon is already installed, you'll want to enable the addon.
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Sms Alert
Next option is Sms Alert. Receive new chat request SMS alerts to your mobile. This is only a notification and the Operator Console window should remain opened on the computer. You will need to verify your mobile. Be sure to input your mobile number and the carrier correctly as there will be a 1 minute delay between each verification attempts. If you are unsure of the carrier format, please visit the list of SMS gateways.
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Canned Responses
You can see Canned Responses in left menu. Canned Responses are prebuilt text or phrase you can use while chat with customer which can improve your response time, so you will appear fast and responsive for every customer. It helps more when you have to handle more than one customer.
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Transcripts
You can manually trace the chats and every response another customer representative provided to customers through live support software. You can view chat transcripts thoroughly, it may help your new customer representatives while learning how to support the customers quickly and smartly.
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Online Activity
Through Online Activity option you can see all online activities. And can View the online / offline status report. The display outputs are for days with online activities.
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Update Password
Through this option you can update your password.
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Now we start with how to chat with your live visitors.
Chatting to Site Visitors
Click on “Go Online” on operator Dashboard to open a live chat window.
When a site visitor requests support from your web site they will be added to your Pending list for your given department. As such, all users in your department will see the pending site visitor. The following illustrates a site visitor 'guest' that is pending for live help:
Fig 11: Pending Visitor for live help
Simply click on “ACCEPT” to accept the incoming chat request. Once the visitor is accepted you will be able to open the chat request window and start chatting with your site visitor.
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Traffic Monitoring
Fig 12: Traffic Monitoring for live help
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GeoIP and GeoMap
Fig 13: GeoIP and GeoMap
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Footprints
Get the information on which page is visitor is now and details of all pages visited by him. This information will help you to interact to your online visitor with more clear view that what actually he wants and also helps you to get details of the actual traffic you have on your site.
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Transferring Chat Requests
Once you have accepted a chat request and the site visitor is shown within the 'Chatting Visitors' list you can transfer the visitor to a different live chat operator. This feature is useful if you do not have the correct resources and are unable to answer a visitor's questions. In such a situation, you could transfer the visitor to an operator that is able to answer the visitor’s questions.
If you feel you are unable to fulfill the request then you can transfer the chat to another operator quickly.
Fig 15: Transfer Chat
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Operator - Operator Chats
AwebDesk Live Chat Software also supports chats between live chat operators; this allows you to discuss business related issues with your co-workers and may also be used to prepare for transferring a chat request. Collaborating with your co-workers improves overall business efficiency and allows you to effectively communicate to co-workers immediately without leaving your work area.
Fig 16: Operator - Operator chat
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Using Canned Responses
Canned Responses option is available in left side menu. So you can go inside this option by click on Canned Responses. In this option you can view how many visitors are online. You can also view today’s chat history and overall chat history. You can Create/Edit canned, just click on “Add new canned responses” button.
Fig 17: Canned Responses
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Transcripts
You can view chat transcripts thoroughly, it may help your new customer representatives while learning how to support the customers quickly and smartly.
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So now you have a list of chat transcripts. If you want to view any particular chat transcript then click on icon. You will see whole transcript as below:
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Spam Blocking
Fig 21: Transcripts