Livehelper

 

User Manual

Version 4.0

 

 

 

 

 

LIVEHELPER.COM LLC

Hughes Center II
3753 Howard Hughes Parkway #200
Las Vegas, NV 89109

 

Tel: (702) 836-8457

Fax: (702) 892-3950

 

 

 

ã 2002-2003, Livehelper.com LLC

Livehelper is a customer assistance tool for your website that enables site visitors to instantaneously communicate with your customer service personnel using Text Chat or Voice Over IP.

Visitors to your website, simply click on the Livehelper button and are connected to one of your customer service personnel. Your company representative then provides immediate answers to customer queries by providing information, pushing web pages, sending graphics or even guiding them through your website.

Livehelper, thus, provides you with a very superior customer assistance tool that allows you to provide comprehensive online customer service and support. Your company, in turn, realizes greater efficiency, by increasing revenue and reducing support cost by easily integrating this tool with your existing technology.

The Livehelper tool is provided on an Application Service Provider (ASP) basis. This means there is no hardware to install and you can get started instantly. The setup requires minimal technical ability and the service will be up and running on an average of 30 minutes.

Livehelper 3.0 is available in three packages:

• Basic Package
• Pro Plus Package
• Corporate Package

To user Livehelper, your computer must have one of the following Operating Systems:

·         Windows 9x

·         Windows ME

·         Windows NT 4.0

·         Windows 2000

·         Windows XP

Your computer also needs to have the following minimum requirements:

·         Internet Explorer 4.0, Netscape 4.0 or above

·         Soundcard (for Voice enabled services)

·         28.8 Kbps Internet bandwidth

Get Started Immediately! To download Livehelper, click Sign Up! on the Home Page. All you need to do is fill the sign-up form, submit it and you are ready to download right away.

Signup Form

Fill the form below and submit it. Ensure that you enter an appropriate E-Mail Address, as all future communication will be done using this E-mail ID.

Account Confirmation

Once you click Submit, you will receive confirmation that your account was created. You will also get your Company ID and your User Name. You will use these to login into your account. To log into your account, click Next.

 

After receiving the confirmation of your Livehelper account, you have access to login to the admin area. Click the Download Livehelper link to download the latest version of Livehelper.

You can either save or open Livehelper.exe.

If you choose Save, the next step is to save the Livehelper.exe. Select the directory to which you want to save the same.

This is the first step in the downloading process of the .exe file.

Once you have downloaded the LiveHelper.exe files, double-click on it to start the Setup Wizard. The following steps will guide you through the installation process.

The first window that you see is the Livehelper License Agreement. This agreement contains details such as the Service Agreement, the Eligibility Criteria, the Conditions of Use, Warranties, Term of Agreement and so on. Click Finish to continue.

After you click Finish, the Livehelper Operator Console Setup guides you through the setup process.

The Livehelper Operator Services Setup program installs the Livehelper Operator Services on your system.

You must accept the License Agreement to continue with the installation of the program.

Livehelper is installed in the folder you specify after you accept the agreement. To install it on a different folder, click Browse and select the desired Destination folder.

This step enables the Setup Wizard to add the Program Icon to the Program Folder. You also have the option to select a new folder name or choose one from the existing folder names.

You see the setup progress bar.

Click Finish to complete the Setup. This completes the setup

The Basic Package allows you to provide immediate answers to customers by using our basic chat features. This package contains essential features such as the Browse List, which allows you to track every visitor on your website. Other features in this package include Info, which enable you to save information about your clients; E-mail Signature; Advanced Call Routing; and Web based Administration among others.

This Package is suited for personal or small websites.

The Basic Package includes the following features:

1. Text Chat – This feature enables visitors to your web site to click any of the Live Help Buttons and instantly join a Text Chat with your operators. They can also e-mail messages if operators are offline. The text chat comes with eight different smileys for effective expression. In addition, there is the option to use varied Fonts, Styles, Colors and Sizes.
2. Real Time Traffic Monitoring – This enables your operators to view visitors on your site, track pages they navigate, and the total time spent on the site. This provides operators the opportunity to approach clients based on their needs, view comprehensive details about the customer, store information about them and so on.
3. Web Based Administration – This enables Administrators or Operators with administrative rights to log into the Live Helper Client Area. Administrators have full rights to view Logs and Statistics of Operators, Create, Delete and Modify Supervisor/Operator information.
4. Status Display on Button – This feature enables you to have separate images to indicate when operators are offline and online. This is convenient for site visitors who want to communicate with your customer service personnel.
5. E-mail Signature – This feature enables you to append a Livehelper button at the end of your e-mail. This provides the e-mail recipient the option of contacting you live for a chat by clicking on the button. You can also customize the button to suit your needs.

Limitation: You must manually append an E-mail Signature for any replies you make to e-mails received. This is not automatic.

6. Customizable Button – This feature enables you to create custom buttons that match your web site. You have the option of selecting the button format best suited for your needs. This generates an HTML script for the button, which you need to copy and paste into the source code of your website .For information about the types for button formats, and how you can use them, refer .
7. Customizable Event Sounds - This feature alerts operators about different events using various sounds. The various events could be entry of a new visitor to the web site, operator logging in, receiving calls and so on.
8. Operator-to-Operator Text Chat – This feature enables operators belonging to your company to chat with each other. These operators may be located in different offices or even remote locations. This is a useful in sharing operators’ workload and knowledge, to serve your customers and answer their queries.
9. Setting and Retrieving info for site visitors – Operators can use this feature to store information about clients with whom they have chatted. This information can serve as a reference when the same client returns for another chat, or even while the chat is in progress. If an operator has stored any information about a particular client, an Info icon appears on the Browse List adjacent to the client’s name. Logged in operators can view the information by clicking on the Info icon.
10. Advanced Queue - This feature enables operators to view the customers in the waiting list, their total waiting time, the group from which they need assistance, the type of chat they have opted for, and their IP address. This is useful since operators can view criterion based on which they could invite customers for a chat.
11. Support Schedule – This feature notifies your customers when your online personnel will next be available outside your company’s normal business hours. Your customers also have the option to leave an electronic message, automatically sent to your e-mail address.

Limitation: The current version does not support Multiple Schedules (operators being able to schedule their availability for a day i.e. hourly scheduling).

12. POP 3 Mails – This feature allows operators to manage their e-mails from the Operator Console itself. It provides them information about new mails in their Inbox. Operators can set the time in minutes, for checking their POP mail server for new mails. They are notified as and when new mails come in. Operators can also send and receive e-mails using this feature.

 

Note: This option is available to those users who already have LiveHelper 3.0 Pro Package and wish to migrate to the 4.0 version of LiveHelper.

The Old Professional Package (Professional Package 3.0) contains all features in the Basic Package in addition to other advanced features. It contains advanced features such as Chat Transcripts, which stores all chat transcript logs of interactions between your operators and customers, thereby allowing you to review them. This package enables you to guide your customers to the pages they are looking for by simply opening up a browser window on the client side using the Push feature. Some of the other features available in this package are Stats, Preset Text Messages and so on.

The Old Professional Package is suited for a small or medium size business that requires advanced chat and monitoring capabilities.

The features of the Professional Plus Package are:

1. Image in Chat (Preset HTML) – This allows you to save pieces of HTML for use in text chats. This feature is very useful for displaying tables and images for events such as special offers and sales. This enhances the text chat.

Limitation: The current version enables operators to send images to customers, but does not enables sending of images from operator to operator or customer to operator.

2. Customizable Chat Window – This feature enables you to fully customize your chat window skin. You can add your own logo and background images. For best results, ensure that the images you add follow the specified dimensions. The dimensions for the two window sizes are:

3. Chat Transcripts – This feature enables you to store all communication between your operators and your customers. This enables you to review the chat sessions, and constantly monitor the quality of your customer interactions. It also provides you valuable insight about your visitors. The Administrator can login into the Livehelper website anytime and review the transcripts.
4. Basic Statistics – Administrators can view advanced statistical information about your customers and operators. The Administrator can view the statistics regarding the Call Type, Total Calls, Total Time and Average Time taken by the operator within the date range specified by the Administrator.
5. Preset Messages - The Preset Messages feature enables operators to preset messages that are sent to customers often. Preset messages ensure consistency by storing common responses for fast access. This reduces the effort of having to re-write messages each time, thus increasing operator efficiency and enhancing performance. Preset messages can be set globally in the Admin area as well as locally by the Operator in the Operator Console.
6. Push Pages - This feature is useful in helping customers view the right content in the context of what they are looking for, and guide them through the web pages. This service is applicable on the operator side. This is because operators are in the best position to decide the web pages customers should view on your web site to get answers for their queries. Operators can use this option to accordingly push the relevant pages for customers to view.

The Professional Plus Package contains all features in the Basic Package in addition to other advanced features. It contains advanced features such as Logs, which stores all chat transcripts between your operators and customers, thereby allowing you to review them. This package enables you to guide your customers to the pages they are looking for by simply opening up a browser window on the client side using the Push feature. Some of the other features available in this package are Skins, Stats, Preset Text Messages and so on.

The Professional Plus Package is suited for a small or medium size business that requires advanced chat and monitoring capabilities.

The features of the Professional Plus Package are:

1. Image in Chat (Preset HTML) – This allows you to save pieces of HTML for use in text chats. This feature is very useful for displaying tables and images for events such as special offers and sales. This enhances the text chat.

Limitation: The current version enables operators to send images to customers, but does not enables sending of images from operator to operator or customer to operator.

2. Customizable Chat Window – This feature enables you to fully customize your chat window skin. You can add your own logo and background images. For best results, ensure that the images you add follow the specified dimensions. The dimensions for the two window sizes are:

3. Chat Transcripts – This feature enables you to store all communication between your operators and your customers. This enables you to review the chat sessions, and constantly monitor the quality of your customer interactions. It also provides you valuable insight about your visitors. The Administrator can login into the Livehelper website anytime and review the transcripts.
4. Basic Statistics – Administrators can view advanced statistical information about your customers and operators. The Administrator can view the statistics regarding the Call Type, Total Calls, Total Time and Average Time taken by the operator within the date range specified by the Administrator.
5. Preset Messages - The Preset Messages feature enables operators to preset messages that are sent to customers often. Preset messages ensure consistency by storing common responses for fast access. This reduces the effort of having to re-write messages each time, thus increasing operator efficiency and enhancing performance. Preset messages can be set globally in the Admin area as well as locally by the Operator in the Operator Console.
6. Push Pages - This feature is useful in helping customers view the right content in the context of what they are looking for, and guide them through the web pages. This service is applicable on the operator side. This is because operators are in the best position to decide the web pages customers should view on your web site to get answers for their queries. Operators can use this option to accordingly push the relevant pages for customers to view.
7. Pull and Live Interaction - This option enables you to create a Live Interaction. This automatically sends timed, context sensitive chat invitations to your web site visitors. With this option, you can define which invitation to send and when to send it
8. Spell Checker - This option enables you to configure the spell checker for text chats. Livehelper will conduct a spell check on the Text Chat for all the items you select in this option.

This is Livehelper’s most comprehensive package. It includes all features available in the Basic and Professional Plus Packages. In addition, it contains advanced features such as Pull, which enable you to proactively invite any website visitor for a chat and offer assistance. The Remote Feature allows your operators to virtually access your customer's computer and is especially useful to help them solve technical queries. This package also provides features such as Voice Chat and Transfer.

The Corporate Package is ideal for customers who need to provide advanced customer service to their customers.

The Corporate Package includes the following features:

1. Proactively Pull Users – This feature enables your operators to proactively contact and offer assistance when they spot users in the Browse List who look like they need assistance.

Note: The number of customers that an operator can pull for a chat is unlimited. However, experience shows that a single operator can handle up to four customers calls for chatting simultaneously.

2. Voice Chat – Livehelper allows you to communicate using both Text Chat and Voice Chat. If operators prefer, they can disable one and force users to use the other. However, we find that most companies prefer to leave the choice of the channel of communication to their customers. If you would like to provide your customers with the option of live Voice Chat, you can talk to your customers through live real time online Voice Chat using our Voice over IP solution.
3. Transfer Chat – This feature enables operators to transfer a customer chat to any other operator logged in under the same company ID. This feature of transfer is available for both Text as well as Voice Chats.
4. Operator-to-Operator Voice Chat – This feature is similar to the Op-Op Text Chat, except that in this case it is the voice chat facility used by the operator.
5. Advanced Call Routing - This feature allows for intelligent routing of calls, based on Groups, Status and the volume of Calls. Calls from customers can be routed directly to different groups such as Support, and Marketing directly.
6. Remote – This feature allows you to virtually access your client’s computer from your desktop. Operators can use this feature to help clients fix technical issues, and demonstrate software.

 

 

 

This section will take you through the Livehelper interface features.

 

 

As an Administrator, you have a very important role in setting up your company’s domain information at the Livehelper server. You are responsible for configuring the system for your organization such as adding new users or operators, groups, creating buttons for use by the operators, setting schedules, creating skins and preset messages for operators to use, and so on. This section will take you through all the administrative tasks in the order in which they appear on the main Administrative menu.

Follow the simple steps to setup your company domain information into the Livehelper server and reap the benefits with an optimized performance ratio.

Note 1: Administrators cannot log into the Operator Console with username Admin and password.

Note 2: Operators cannot use the Admin password to login to the Operator Console.

The Livehelper Admin area consists of the following function menu options – Home, Configuration Wizard, Administration, Account Info, Chat, Visitor Info, E-Faq, Statistics, Search, Download, and Logout. This section will take you through the details of what these options are, and how you can use them.

This option enables you to navigate to the main Administration Section from any area in the Administration section. To go to the main Administration Section, click Home in the main function menu.

The Configure Wizard function is extremely useful for first-time users of Livehelper. This enables users to configure Livehelper for use in their organization in a systematic manner with the help of a wizard.

From the main function menu, click Configure Wizard. You see the Configure Wizard screen. This consists of 4 steps – Add User, Download Operator Console, and Create Button.

Add User

The first step in the wizard is Add User, which enables you to add new users for your organization. These are the operators who will liaise with your clients to assist them and respond to their queries. Specify the following details to add a new user.

Note: When you add users using the Configure Wizard, the users created are automatically assigned to the default group Support.

1. Enter a User Name for the new operator. Ensure that the name always begins with an alphabet. It should not begin with any special characters. The name must not contain any spaces and should not be greater than 30 letters.
2. Enter a Password for the new operator. This must contain a minimum of 4 characters, and a maximum of 30 characters.
3. Re-enter the password in the Confirm Password text box to confirm the new password.
4. Enter a Display Name for the operator. This is the name by which clients identify the operators during a chat session.
5. Enter the First Name and Last Name of the operator.
6. Enter the Designation of the operator. For example, Manager.
7. Specify the Email address of the operator.
8. Specify the Mobile Email address of the operator. If this is specified, operators can receive a message on their mobile informing them that someone want to chat with them.
9. Select the Is the user an Administrator? check box to indicate that the new user is an administrator. If you do not select this check box, the new operator cannot perform any administrator tasks.
10. Select the Should the person's text chats be logged? check box to indicate that the new user’s text chats should be logged. If you do not select this check box, the new user's chat messages will not be logged.
11. Click Save and add another operator to save the operator information you specified and add information about another operator.
12. Click Save and proceed to the next step to save the operator information you specified and move to the next step.

Download Operator Console

The second step in the wizard is Download Operator Console, which enables you to download the Operator Console that will be used by your operators.

1. Click the Click here link to download the livehelper operator software.
2. Select the Run this program from its current position radio button to run the program from the Livehelper server. You must be connected to the Internet to be able to use this option.
3. Select the Save this program to disk radio button to save the downloaded exe file to your desktop.
4. Double-click on livehelper.exe on your desktop and complete the setup.
5. Click Next to proceed to the next step.

Create Button

This option enables you to create web buttons for your website. Based on your selection, you are provided an HTML script. You need to copy and paste this script on your website in the location where you want the web button to appear.

The first step towards creating a web button is to select the type of button you want to create. You can select one of the following formats:

1. Select the Default Button with Tracker radio button to create a web button with a default image and tracker code.
2. Select the Invisible Tracker radio button to create a tracker code without any visible web button.
3. Select the Customized Button with Tracker radio button to create a customized web button with tracker code. This enables you to select an image of your choice. To customize your button, you must select parameters as well as select advanced parameters.
4. Select the Customized Button without Tracker radio button to create a customized web button without tracker code. This also enables you to select an image of your choice. To customize your button, you must select parameters as well as select advanced parameters.
5. Select the Default EFAQ Button radio button to create a default EFaq button. When visitors to your web site click on this button, they can access the EFaq page, which enables them to search for questions and answers based on keywords.
6. Select the Form Sharing Script radio button to create a Form Sharing Script button. This is useful if visitors have problems filling out forms on your website. When visitors click on this button, they enable operators to access their machine and help them to fill the form.

Note: This button can be used only when the operator and visitor browsers are synchronized.

7. Select the Browse Synchronization Script radio button to create a browse synchronization script button. This is used to start a co-browsing session. When users click this button, they can select the name of the operator with whom they want to conduct a co-browse session and click the button to start the session. The operator receives a request to start co-browsing and can accept to start the session or reject to ignore the request. Alternatively, if an operator is on a voice chat with a visitor and wishes to direct the user on how to fill a form or other such action, the operator could direct the user to navigate to the particular URL and click the co-browse button.

The second step towards creating a web button is to select the parameters to be used for the button. To select the parameters, do the following:

1. Select the Group for the button from the list of groups you created. For example, Sales, Technical Support and so on. When your clients click this web button, only those logged in operators belonging to the selected group will receive calls. This option is disabled if you select either the Invisible Tracker, or Form Sharing Script radio buttons.
2. In the Enter the page name on which you wish to place the tracker text box, specify the page title on which you would like to place the web button. For example, Home, Help, Sales and so on.
3. Click Next to save the information and proceed.

 Note: You can create only one web button at a time. If you require another web button follow the steps as described above.

Use this option to add extra parameters for your web button. You will use this option if you selected either the Customized button with Tracker or the Customized button without Tracker radio buttons. Specify the following details to add advanced parameters:

1. Select the I would like to have plain text radio button to add a text message to the button in the space provided.
2. Select the I would like to choose images radio button to add the path for images you would like to use. Note that you need to specify details of an online image as well as an offline image.

This is the third step in creating a button. This option provides you the HTML code that you need to select, copy and paste into your website. Note that you must paste it in the location where you want to add the web button.

1. Click Select and copy the entire web button code, paste it onto your web page source code where you want the web button to appear.
2. Click Home to return to the main Administration section.

The Administration menu enables you to perform initial administrative tasks such as registering your company information with Livehelper, creating groups and users for your company, creating buttons that your clients can click on to get in touch with your operators, as well as specifying schedules for operators in your company.

Click Administration from the main functions menu to navigate to the Administration function. It contains the following options – Change Password, Company Info, Groups/Logs, Search Logs, Create Button, and Schedule.

This section will take you through each of the Administration options and how to perform each task.

Change Password

As an Administrator, you are advised to change your password frequently. Use this option to change your password.

1. Click Administration.
2. Select Change Password. You see the Change Password option. To change your password, specify the following information:
3. In the Enter Current Password text box, enter the password you are using currently.
4. In the Enter New Password text box, enter the new password you want to use.
5. In the Confirm Password text box, enter the new password again to confirm it.

 Note: Ensure that your password has a minimum of 4 characters and a maximum of 25 characters. Your password is masked by asterisks (*********) for your security.

Company Information

This option enables you to specify information about your company. Alternatively, you can also use it to make changes to information that you had previously specified.

1. Click Administration.
2. Select Company Info. You see the Company Information option. This option contains two tabs - Company Information, and Live Directory. Select the appropriate tab to add company information or LiveDirectory listing information

The COMPANY Information Tab

The information in this tab is the same that you specified at the time of signing up for Livehelper. You can use this tab to edit that information. To complete the Company Information tab, specify the following details:

 Note: All the fields in this tab are mandatory. You cannot leave them blank.

1. In the First Name text box, specify your first name.
2. In the Last Name text box, specify your last name.
3. In the Personal E-Mail Address text box, specify your personal e-mail address.
4. Specify the Title with which you would like to be addressed. For example, Dr., Mr., Ms., Mrs., Prof. and so on.  
5. Specify the name of your Company.

Note: This name is displayed when you select the Keyword - Company Name while adding customized default messages.

6. Select the Department to which you belong, from the drop-down list. For example, Accounting. If you select Other, please specify the details of the department in the text box provided.
7. Enter a Brief description of what your company does in the text box.
8. Select the Time Zone applicable to your company from the drop-down list. Move your mouse over the Show current GMT link to view the Current GMT time.
9. In the E-Mail address to be sent to if no operators are online? text box, specify the e-mail address you would like to use for correspondence in the event that no operators or agents are online.
10. Select the appropriate radio button to indicate if you want the group name to be visible in the chat window. To do this, from the Show group name in chat window option, select Yes or No as appropriate.
11. Select the Chat window size to indicate the type of chat window you prefer. Select Small if you want a small window or select Big if you want a big window. You can see the sizes of the chat windows displayed based on your selection.
12. Specify the website URL for your company.
13. Specify the Address for your company. This includes information about the City, State, Country and Zip Code.
14. Specify the contact Phone number of the company. Ensure that you specify a number that contains a minimum of 7 characters and a maximum of 25 characters.
15. Specify the contact Fax number of the company.
16. Select the appropriate radio button to choose the Website Category to which your website belongs. Select the Business radio button if your website is a business website. Alternatively, select the Personal radio button if it is a personal website.
17. Select the appropriate radio button to enable or disable email of chat transcripts. Select Yes to enable the email or select No to disable the email.
18.  Select the appropriate radio button to show or hide the Operator Name in the chat window. Select Yes to show the operator name or select No to hide the operator name.
19. Click Update to register the changes.

The Live Directory Tab

The Livehelper website contains a list of all companies that use Livehelper. This is known as the LiveDirectory. As an administrator, you can contact any of the clients listed there for a reference. This tab provides you the option to choose whether you want your company to be a part of the LiveDirectory listings.

1. Select the appropriate radio button from the Do you want LiveDirectory listings ? to make your choice. Select Yes to be listed in LiveDirectory or select No if you do not require the same.  
2. Select the category for the listings from the Please select your category drop-down list.
3. Select the sub category associated with the category you selected from the Please select your Sub Category drop-down list.
4. Click Update to register the changes.

Groups/Logs

The Groups/Logs menu provides you all the details that you require about the various groups, the users belonging to the groups, user logs, and so on. Use this function to add new groups, edit details of existing groups, add new users, create pre-defined HTMLs, view and edit user details, and view and edit pre-defined HTMLs for your company. In addition you can customize access for users, view statistics and delete users.

View Group Logs

1. Click Administration.
2. Select Groups/Logs. You see the Groups screen. This provides you a summary of information about all the groups for your company.
3. Click View Logs to view logs for the selected group. The log for the selected group is displayed. In the log window:
1. Click the Year hyperlink to view the logs for the selected year.
2. Click the Month hyperlink to select the month for which you want to view the log.
3. Click the Date hyperlink from the calendar to select the date for which you want to view logs.
4. Click on a Chat Description to view the transcript for the selected chat.
5. Click the Print icon to print the chat transcript.
6. Click the Delete icon to delete the selected chat.
7. Click the Chat History icon to view the details of the chat history.

View User Logs

1. Click Administration.
2. Select Groups/Logs. You see the Groups screen. Select the group from the Name in the Groups screen. You see the User Group screen. This provides you a summary of information about all the users for the selected group.

4. Click View Logs to view logs for the selected user. The log for the selected user is displayed. In the log window:
1. Click the Year hyperlink to view the logs for the selected year.
2. Click the Month hyperlink to select the month for which you want to view the log.
3. Click the Date hyperlink from the calendar to select the date for which you want to view logs.
4. Click on a Chat Description to view the transcript for the selected chat.
5. Click the Print icon to print the chat transcript.
6. Click the Delete icon to delete the selected chat.
7. Click the Chat History icon to view the details of the chat history.

Add Group

This option enables you to add new groups for your company. For example, you can add groups for Sales, Support or Marketing.

1. To add a new group, click Add Group. You see the User Group screen. Specify the following details to add a new group:
2. In the Group Name text box, specify a name for the group you want to create. For example, Sales. This is a mandatory field.
3. In the Group Email text box, specify the e-mail address associated with the group you are creating. For example, Sales@livehelper.com. This is a mandatory field.
4. In the Group Phone1 and Group Phone2 text boxes, specify the contact phone numbers associated with the group. These are displayed in the chat window. Ensure that you specify telephone numbers that contain a minimum of 7 characters and a maximum of 30 characters.
5. In the Description text boxes, write notes about the phone numbers.
6. Select the If no operators are online in this Group, would you like the calls to be placed in the queue? check box to place calls in a queue while operators are off-line. If you do not select this check box, users will see an e-mail form to get in touch with your company.

 Edit Group

Once you have added groups for your company, you might need to edit the group information. This option enables you to make changes to group information you have specified previously.

1. To make changes to details of an existing group, click the Name in the Groups screen. You see the Group Detail screen.
2. Click Edit Group to make changes to the details as necessary.

Note: You cannot change the name of the group.

3. In the Group Email text box, specify the e-mail address associated with the group you are modifying. For example, Sales@livehelper.com. This is a mandatory field.
4. In the Group Phone1 and Group Phone2 text boxes, specify the contact phone numbers associated with the group. These are displayed in the chat window. Ensure that you specify telephone numbers that contain a minimum of 7 characters and a maximum of 30 characters.
5. In the Description text boxes, write notes about the phone numbers.
6. Select the If no operators are online in this Group, would you like the calls to be placed in the queue? check box to place calls in a queue while operators are off-line. If you do not select this check box, visitors will see an e-mail form that they can use to get in touch with your company.

Delete groups

Use this option to delete groups that you no longer need for your organization.

1. Click Administration.
2. Select Groups/Logs.

5. Click the Delete icon adjacent to a group name to delete the group.

Note: You cannot delete a group that has operators associated with it.

Add New Users

All operators must belong to a group. Hence you must create groups before you add operators. This option enables you to add new operators to groups you have created.

1. To add a new operator to a group, select the group from the Name in the Groups screen. You see the User Group screen. Click Add User to add a new operator to the selected group. Specify the following details:
2. Enter a User Name for the new operator. Ensure that the name always begins with an alphabet. It should not begin with any special characters. The name must not contain any spaces and should not be greater than 30 letters.
3. Enter a Password for the new operator. This must contain a minimum of 4 characters, and a maximum of 30 characters.
4. Re-enter the password in the Confirm Password text box to confirm the new password.
5. Enter a Display Name for the operator. This is the name that is used by operators to identify themselves to clients during a chat session.
6. Enter the First Name and Last Name of the operator.
7. Enter the Designation of the operator. For example, Manager.
8. Specify the Email address of the operator.
9. Specify the Mobile Email address of the operator. If this is specified, operators can receive a message on their mobile informing them that someone want to chat with them.
10. Select the Is the user an Administrator? check box to indicate that the new user is an administrator. If you do not select this check box, the new operator cannot perform any administrator tasks.
11. Select the Should the person's text chats be logged? check box to indicate that the new user’s text chats should be logged. If you do not select this check box, the new user's chat messages will not be logged.

Edit User Details

Once you have created operators for a group, you might want to modify the information. This option enables you to edit the operator details.

1. Select the group from the Name in the Groups screen. You see the User Group screen. Click Name to select the name of the operator whose details you want to modify.

Note: You cannot edit the User Name.

2. Enter a Password for the operator. This must contain a minimum of 4 characters, and a maximum of 30 characters.
3. Re-enter the password in the Confirm Password text box to confirm the new password.
4. Enter a Display Name for the operator. This is the name that is used by operators to identify themselves to clients during a chat session.
5. Enter the First Name and Last Name of the operator.
6. Enter the Designation of the operator. For example, Manager.
7. Specify the Email address of the operator.
8. Specify the Mobile Email address of the operator. If this is specified, operators can receive a message on their mobile informing them that someone want to chat with them.
9. Select the Is the user an Administrator? check box to indicate that the operator can also login as an administrator. If you do not select this check box, the new operator cannot perform any administrator tasks.
10. Select the Should the person's text chats be logged? check box to indicate that the user’s text chats should be logged. If you do not select this check box, the user's chat messages will not be logged. 

Delete Users

On occasion, you may want to delete existing users from your system. This option enables you to delete existing users.

1. Select the group from the Name in the Groups screen. You see the User Group screen.
2. Click Delete adjacent to the name to delete the selected user.

 Create Pre-defined HTMLs

This option enables you to send images in HTML format. It also enables you to see a preview of your HTML message.

1. To add a new pre-defined HTML, select the group from the Name in the Groups screen. You see the User Group screen. Click Predefined HTML to create a new pre-defined HTML for the selected group. You see the Predefined HTML Script option. Specify the following details:
2. Specify the Name of the new HTML file that you are creating.
3. Enter the Script for the HTML message.
4. Click Preview to see a preview of the message you scripted. The preview opens in a new window.
5. Click Add to add the HTML you created.

 Note: To add images with the scripts, you must include the relevant HTML tags with the script. You can also copy and paste existing HTML scripts.

 Edit Pre-defined HTMLs

This option enables you to make changes to pre-defined HTMLs.

1. To edit a pre-defined HTML, select the group from the Name in the Groups screen. You see the User Group screen. Click Predefined HTML. You see the Predefined HTML Script option. Select the HTML Name from the list. You see the View Predefined HTML option.
2. You can view the Name of the HTML file that you are editing.
3. Make the necessary changes to the Script.
4. Click Preview to see a preview of the message you scripted. The preview opens in a new window.
5. Click Submit to update the HTML you changed.

Customize Access

Use this option to customize access for users in your organization.

1. Click Administration.
2. Select Groups/Logs.
3. Select the name of the group associated with the user, for whom you want to customize the access.
4. Click the Customize hyperlink adjacent to the name of the user whose access you wish to customize. You see the Customize Access screen.
5. You see details such as the Feature Name. Select the Disable check box to disallow the selected user from accessing the selected feature.
6. Click Submit to implement the changes

Search Logs

Use this option to search for information from chat transcripts. You can search on the basis of a date range and operator-wise or group-wise.

1. Click Administration.
2. Select Search Logs. You see the Search Logs screen.
3. Specify the word you want to search for in Enter the keyword. This is the word you want to search for in the chat transcripts.
4. In the Search By Date group box, specify the Start Date and the End Date to define the date range for which you want to search the transcripts. Note that the End Date must be greater than the Start Date.
5. From the Select the Search Category group box, select the appropriate radio button to narrow the search based on transcripts belonging to all operators, particular operators or groups.
1. Select the All Operators radio button to search for the word from the transcripts of all operators.
2. Select the Particular Operators radio button to search for the word from the transcripts of a particular operator. You see a drop-down list from which you can select the name of the operator whose transcripts you want to search,
3. Select the Groups radio button to search for the word from the transcripts of a particular group. You see a drop-down list from which you can select the name of the group whose transcripts you want to search.
6. Click Get Statistics to view the statistics or the search results. You see the Get Statistics screen.

Get Statistics

Use this option to view the statistics or search results of the Search Logs.

1. Click Administration. Select Search Logs. Specify the search criteria and click Get Statistics. You see the Get Statistics screen.
2. The number of search results is displayed. The details you can see are the Sl. No., the Date, and the Search Results.
3. Click on any of the Search Results to view the details of the selected chat.

Create Buttons

This option enables you to create web buttons for your website. Based on your selection, you are provided an HTML script. You need to copy and paste this script on your website in the location where you want the web button to appear.

 Select a button format

The first step towards creating a web button is to select the type of button you want to create. You can select one of the following formats:

1. Select the Default Button radio button to create a web button with a default image and tracker code.
2. Select the Invisible radio button to create a tracker code without any visible web button.
3. Select the Custom button radio button to create a customized web button. This also enables you to select an image of your choice. To customize your button, you must select parameters as well as select advanced parameters.
4. Select the Text Link radio button to create a text link. When visitors to your website click this text link, they can initiate a chat with operators who belong to the group you selected.
5. Select the Default EFAQ Button radio button to create a default EFaq button. When visitors to your web site click on this button, they can access the EFaq page, which enables them to search for questions and answers based on keywords.
6. Select the Form Sharing Script radio button to create a Form Sharing Script button. This is useful if visitors have problems filling out forms on your website. When visitors click on this button, they enable operators to access their machine and help them to fill the form.
7. Select the Browse Synchronization Script radio button to create a browse synchronization script button. This is useful when visitors to your web site have trouble in navigating or even conducting certain transactions. When visitors to your web site click this button, your operators can access their machines and browse to help them conduct their business.
8. The second step towards creating a web button is to specify the Browse List Details to be used for the button.
1. In the Would you like this page to be shown on your browse list, select the Yes radio button to view the page on your browse list or select No if you do not want to view it on your browse list.
2. In the Enter the page name for this page text box, specify the page title on which you would like to place the web button. For example, Home, Help, Sales and so on.
3. Select the Group for the button from the list of groups you created. For example, Sales, Technical Support and so on. When your clients click this web button, only those logged in operators belonging to the selected group will receive calls. This option is disabled if you select either the Invisible, and Form Sharing Script radio buttons.
9. Click Install Code to view the HTML code that is generated. You now need to select, copy and paste into your website. Note that you must paste it in the location where you want to add the web button.
10. Select, copy the entire web button code, and paste it onto your web page source code where you want the web button to appear.

Note: You can create only one web button at a time. If you require another web button follow the steps as described above.

Schedules

Use this option to set schedules for groups in your organization. Your customers will find this useful since they will be informed about operator availability through this schedule. To set a schedule, follow the steps described:

1. Select the Time Zone applicable to your organization from the drop-down list.
2. Move your mouse over Show current Greenwich Mean Time to view the current GMT.
3. Select the check box adjacent to the weekday to set the schedule for the day.
4. Select the from Hours and Minutes, from the drop-down list, to set the time from which operators will be available.
5. Similarly, select the to Hours and Minutes, from the drop-down list, to set the time till which operators will be available.
6. Click Submit to save and proceed.

The Account Info function is another important function that you as an Administrator have to perform. This enables you to register information about your company with the Livehelper server and choose the kind of Livehelper package best suited to your company’s requirements.

Click Account Info from the main functions menu to navigate to the Account Info function. This contains three options – Package, Payment, and Billing. This section will take you through the Account Info options and how you can use them.

Package

The Package option enables you to register the number of operator seats, and the package you want to purchase. To register your account, specify the following information:

1. In Number of Operator Seats, select the number of operator seats you want to purchase from the drop-down list. For example 1, 2, 3, 5, 10 .... 15.
2. In Select a Package, select the relevant radio button to choose the package you want to purchase. You can choose from Basic, Pro Plus, and Corporate.
3. Click Next to continue. Based on the package you selected in the previous step, you see the list of Additional Features. If you selected the Basic package, you see the list of items for the Pro Plus, and Corporate packages. If you selected the Pro Plus package, you see the list of items for the Corporate package. If you selected the Corporate package, you see a list of other Add On features.
4. You now see Select Add On Features such as Co-Browse, eFAQ, Adv Sales Tool, Form Sharing, Remote Illustration, Statistics, and Customer Groups And User List. This enables you to customize the solution to suit your business requirements. This contains a list of all items available for the various packages and the cost per item.
5. Select the relevant radio button to select or de-select all features listed. To select all the features listed in the four packages, select the Select all features radio button. Alternatively, to clear the selection you made, select the De-select all features radio button. You can also select individual items from the various lists by selecting the check box adjacent to the item you want to purchase.
6. Click Submit to continue. You see the Confirmation step. This lists the summary of the Package Type, Number of Operators, and the Grand Total of the amount payable. Click Confirm Order to register your order. Alternatively, to cancel your order at this stage, click Cancel Order.

Payment

The Payment option enables you to specify information about your credit card, which you want to use to pay for Livehelper.

1. Click Account Info. Select Payment. You see the Credit Card Information screen. Specify the following information to register your credit card details:
1. Select the Card Type you want to use from the drop-down list. You can choose from Visa, Master Card, American Express, and Discover.
2. Specify your 16 digit Card Number.
3. Select the Expiry Month of your card from the drop-down list.
4. Select the Expiry Year of your card from the drop-down list.
5. Enter your Name as it appears on your credit card.
6. Specify your Address details including the City, State or Province, Country, and Zip Code.
2. Click Change Card to clear the card information you specified. You can now specify new information.
3. Click I Accept to submit your credit card information.

Billing

The Billing option enables you to see a report of bills paid and refund details for a specific month.

1.       Click Account Info. Select Billing. You see the Bill Paid/Refund Details screen. You can view the following details:

a.       Paid Date – is the date on which the payment was made.

b.       Payment Amount – is the amount payable.

c.       Paid Amount – is the amount that is paid.

d.       Paid Status – is the status of the payment.

e.       Valid Payment Status – is the valid payment status???

f.        Total Paid – is the total amount paid.

g.       Refund Date – is the date on which the refund was made.

h.       Refund Amount – is the amount of the refund.

i.         Notes – reasons for the refund.

j.         Total Refund – the total amount refunded.

2.       Click the View Day by Day Charge and select the month from the drop-down list to view the breakup of the charges on a per day basis for the selected month.

The Chat function enables you to configure the look and feel of the chat window to suit those of your company’s web site. These chat windows are the ones that visitors to your web site will use to interact with your company.

Select Chat from the main functions menu to navigate to the Chat function. It contains the following options – Create Skins, Default Message, Preset Message, Routing Config, and Survey.

This section will take you through each of the Chat options and how you can use them.

Create Skins

This option enables you to customize skins for chat windows that your visitors will view.

1. Select Chat. Select Create Skins. You see the Create Skin option. To create a skin, you need to complete the following steps.
2. In the Select the window size step, the size of the current chat window is displayed. If you prefer the other size, click the click here hyperlink. For example, if the window size is Small, when you click on the provided hyperlink, the chat window size will change to Big and vice versa.
3. In the Select the set of images you want to upload step, you can select the images you want to upload as part of the skin.
1. Select the Select Background and Logo images check box to change the background and logo images to be displayed in the chat window.
2. Select the Select Text Chat and Voice Chat images check box to change the text chat and voice chat images to be displayed in the chat window.
3. Select the Select Send Chat and End Chat images check box to change the send chat and end chat images to be displayed in the chat window.
4. Select the Bar Image check box to change the bar image on the chat window.
5. Select the Submit Button image to change the image of the submit button.
4. Click on the Revert back to default skin hyperlink to revert back to the default skins and proceed.
5. Click Next to save the images and proceed.
6. Use the Upload background image and Upload your Company Logo steps to upload background images and your company logo for the skin. These options are available only if you selected the Select Background and Logo images check box in the Select the set of images you want to upload option.
1. To upload the background image, click Browse in that step to search for and select the image you want to use. Click Preview to see a preview of the image in a new window.
2. To see the size of the default background image, click the click here hyperlink.
3. To upload the company logo image, click Browse in that step to search for and select the image you want to use. Click Preview to see a preview of the image in a new window.
4. To see the size of the default logo, click the click here hyperlink.
7. Click the Save all images and Preview hyperlink to save the images you uploaded and preview them.

Note: You can use images in the following formats only: gif, pgif, jpg, jpeg and pjpeg.

8. Use the Upload your Text Chat Image and Upload your Voice Chat Image steps to upload images representative of text and voice chats. When users click on these images in a chat window, they open either a text chat or a voice chat. These options are available only if you selected the Select Text Chat and Voice Chat images check box in the Select the set of images you want to upload option.
1. In the Upload your Text Chat Image step, click Browse to select the image you want to upload. When users click on this image, a text chat is initiated.
2. In the Upload your Voice Chat Image step, click Browse to select the image you want to upload. When users click on this image a voice chat is initiated.
9. Click the Save all images and Preview hyperlink to save the images you uploaded and preview them.
10. Use the Upload your Send Chat Image and Upload your End Chat Image steps to select images that will are used to send a chat message or end a chat. These options are available only if you selected the Select Send Chat and End Chat images check box in the Select the set of images you want to upload option.
1. In the Upload your Send Chat Image step, click Browse to select the image you want to upload. When users click on this image, the chat message is sent.
2. In the Upload your End Chat Image step, click Browse to select the image you want to upload. When users click on this image, the chat is terminated.
11. Click the Save all images and Preview hyperlink to save the images you uploaded and preview them.

Default Message

This option enables you to customize the messages that are displayed to your customers. Operators cannot delete default messages set by administrators. To customize the messages, specify the following details:

1. If no operators are logged in, select the relevant radio button from the Do you want to receive emails option. Select the Yes radio button to receive emails. Alternatively, select the No radio button if you do not want to receive emails.
2. If you do not want emails, enter the message that should be displayed when no operators are online in the If you do not want emails then please type the customized message to be displayed text box.

Note: That message cannot contain more that 200 characters.

1. Click the Company Name hyperlink from Insert Keywords to add your company name. This will select your company name automatically and display it.
2. Select the Message text color from the drop-down list to choose the color that should be used to display the message text.
3. Click Preview to see a preview of your entries in a new window.
2. In the Please enter the message to be displayed when operators are busy text box, enter the message to be displayed when operators are busy.

Note: This message cannot contain more than 200 characters.

1. Click the Company Name hyperlink from Insert Keywords to add your company name. This will select your company name automatically and display it.
2. Click the Client Name hyperlink from Insert Keywords to add your client's name. It will automatically pick up the clients name from the chat name entry screen and display it.
3. Select the Message text color from the drop-down list to choose the color that should be used to display the message text.
4. Click Preview to see a preview of your entries in a new window.
3. In the Please enter the Thank You message text box, enter the thank you message you want to display when the chat is over.

Note: This message cannot contain more than 125 characters.

1. Click the Company Name hyperlink from Insert Keywords to add your company name. This will select your company name automatically and display it.
2. Click the Operator Name hyperlink from Insert Keywords to add your operator name. It will automatically display the name of the operator who is handling the chat.
3. Click the Client Name hyperlink from Insert Keywords to add your client's name. It will automatically pick up the clients name from the chat name entry screen and display it.
4. Select the Message text color from the drop-down list to choose the color that should be used to display the message text.
5. Click Preview to see a preview of your entries in a new window.
4. In the Please enter Welcome message text box, enter the message you want to display when users log into the chat.

Note: This message cannot contain more that 200 characters.

1. Click the Company Name hyperlink from Insert Keywords to add your company name. This will select your company name automatically and display it.
2. Click the Operator Name hyperlink from Insert Keywords to add your operator name. It will automatically display the name of the operator who is handling the chat.
3. Click the Client Name hyperlink from Insert Keywords to add your client's name. It will automatically pick up the clients name from the chat name entry screen and display it.
4. Click Preview to see a preview of your entries in a new window.
5. Click Submit to save the information and proceed.

Preset Message

This option enables you to add or modify messages that can be used by groups of operators. All operators can view these preset messages. However, operators cannot delete preset messages set by administrators.

1. Click Chat.
2. Select Preset Message. You see the Preset Messages option.

To add a message group

To add a message group, click Add Message Group. You see the Message Groups option.

Specify the Group Name and click Submit to save and register the new group you added.

To add a message

1. In the Message Groups option, you see the Group Name.
2. Click on a Group Name to select the group and add or modify existing messages. You see the Messages option.
3. Click Add Message to add a new message. You see the Add New Messages option.
4. Enter the new message in the Message text box.
5. Click on the Company Name hyperlink from Insert Keywords to add your company name to the message .
6. Click on the Operator Name hyperlink from Insert Keywords to add your operator name to the message.
7. Click on the Client Name hyperlink from Insert Keywords to add the client name to the message.
8. Click Submit to save and proceed.

 To edit a message:

1. In the Preset Messages option, select the Group Name for which you want to edit the message. You see the Messages option.
2. Click on the Message Name to edit the message. Make the required changes and click Submit.

Routing Config

The Routing Configuration option enables you to route calls to operators according to the option best suited for your business. You can use this option only when you have more than one operator taking calls.

The various options that you can use to route calls to operators are:

1. Click Chat. Select Routing Config.
2. Select a Group to which the operator belongs from the drop-down list.
3. From Select Operator Admin Choice, select the criteria used for the operators to accept calls.
4. Select the Route Calls by Round robin radio button to route an equal number of calls to all operators.
5. Select the Route Calls to Operator with least number of chats radio button to route calls to the operator with no calls or the least number of calls.
6. Select the Distribute Calls by Ranking the Operators radio button to route calls to operators based on their ranking. This option enables you to rank each operator and the operator who is ranked the highest receives the most number of calls. If you select this radio button, you see the Rank the operators from 1 to 10 (1 being the least) group box. You see Sl. No., the Operator Name, and the Rating drop-down list. For each operator, select the rating applicable.
7. Select the Distribute Calls by Percentage radio button to route a fixed percentage of the total number of calls that the operators receive. You can set a different percentage for each operator. If you select this radio button, you see Sl. No., the Operator Name, and the Percentage Rating drop-down list. For each operator, select the percentage rating applicable. For example, you specify the Percentage Rating for Jane to be 10% and for Amelia to be 20%. The total number of calls received is 50, then Jane will receive 5 calls and Amelia will receive 10 calls.
8. Click Submit to proceed.

Note:  If you do not select any criteria for operators to accept calls, the Route Calls by Round Robin method will be used by default.

Survey

The Survey option enables you to get feedback from visitors who use e-FAQ  and the Chat features. Use this option to get feedback on the usefulness of your web site, efficiency of your operators and so on. You can use this feedback to improve the experience of users to your web site.

Use the Survey option to create and modify survey forms for your organization. These are forms that you will ask your clients to fill so that you can receive feedback for future reference.

Click Chat. Select Survey from the menu. You see the survey screen. Use this screen to do the following:

1. Select a value from the Number of records to be displayed per page drop-down list to specify the number of surveys you want to view in a single page.
2. You can decide if you want your clients to view the current survey in the same window or in a new window. To do this, for the Show the current survey in option, select the Same Window or the New Window radio button based on your choice.
3. You can see the summary of all the surveys in a list. The details you can view are:
1. Sl. No. – this is the order in which the surveys were created.
2. Name – this is the name you specified for the survey. Click this to view details of the selected survey. You see the Survey Details screen.
3. Created on – this is the date on which the survey was created.
4. Current Survey – select this radio button adjacent to a survey to mark the selected survey as the current survey visible to visitors. Click Set Current Survey/Survey Window to update this survey as the current survey that will be visible to your website visitors.
5. Feedback – click this icon to view feedback received for the selected survey. You see the Feedback screen, which lists the details of the number of answers for each option and each question. It also lists the total number of feedbacks. Click the Click here hyperlink to view the details of the answers.
6. Delete – click this icon adjacent to a survey to delete the selected survey.
4. Click Add a New Survey to add a new survey. You see the Add Survey screen.
5. View Set Current Survey Details Click on this link to view the details of the survey to be displayed to the visitor.

Note: You can have a maximum of 5 surveys for your company.

Add Survey

1. Navigate to the Survey screen. Click Add Survey to add a new survey for your organization. You see the Add Survey screen.
2. Select the Make this as the current survey check box to set the survey you are creating as the current survey. This is the survey that is displayed to your visitors.
3. Specify the Survey Name. This is the name which is displayed to your clients and which identifies the survey.
4. Enter a Question. You can add a maximum of 20 questions in a survey.
5. Select a Type for the question from the drop-down list. This is the type of option you want to provide the clients as an answer. You can choose from:
1. Yes/No – this enables your clients to choose an answer from a set of Yes and No radio buttons.
2. True/False – this enables your clients to choose an answer from a set of True and False radio buttons.
3. Drop Down Menu – this enables your clients to select an option from a drop-down list. If you select this type, you also need to add the option choices. To do this, enter the option you want in the Enter Option text box. Click Add to add the option to the Option List. To modify an option, select the option in the Option List and click Edit. Make the requisite changes and click Add.
4. Radio Button – this enables your clients to select one option from a set of radio buttons. If you select this type, you also need to add the option choices. To do this, enter the option you want in the Enter Option text box. Click Add to add the option to the Option List. To modify an option, select the option in the Option List and click Edit. Make the requisite changes and click Add.
5. Check Box – this enables your clients to select an option from a set of check boxes. If you select this type, you also need to add the option choices. To do this, enter the option you want in the Enter Option text box. Click Add to add the option to the Option List. To modify an option, select the option in the Option List and click Edit. Make the requisite changes and click Add.
6. Multi Line Text Box – this enables your clients to enter text in a multi line text box. If you select this type, you must also specify the Length of the text box, the number of Lines, the Max Length, and the Initial Value of the text box that the client will see.
6. Click Next Question to save this question and create a new question for the survey.
7. Click Finish to complete and save the survey.

Edit Survey Details

Use this option to make changes to details of existing surveys.

1. Navigate to the Survey screen. Click Name to select the survey to which you want to make changes. You see the Survey Details screen, which displays the following details:
1. Sl. No. – this is the order of the questions in the survey.
2. Question – this is the question as it appears in the survey.
3. Question Enability – select this check box and click Update Question Validity to add the question to the survey. Alternatively, if there is a question that you want to disable, clear this check box and click Update Question Validity to remove the question from the survey. Use this option when you temporarily do not want a question to be displayed.
4. Delete – Click this icon to delete the selected question. You can only delete those questions that are disabled. This deletes the question from the survey permanently.
2. Select the Make this as the current survey check box to set the survey you are creating as the current survey. This is the survey that is displayed to your visitors.
3. Specify the Survey Name. This is the name which is displayed to your clients and which identifies the survey.
4. Enter a Question. You can add a maximum of 20 questions in a survey.
5. Select a Type for the question from the drop-down list. This is the type of option you want to provide the clients as an answer. You can choose from:

1. Yes/No – this enables your clients to choose an answer from a set of Yes and No radio buttons.
2. True/False – this enables your clients to choose an answer from a set of True and False radio buttons.
3. Drop Down Menu – this enables your clients to select an option from a drop-down list. If you select this type, you also need to add the option choices. To do this, enter the option you want in the Enter Option text box. Click Add to add the option to the Option List. To modify an option, select the option in the Option List and click Edit. Make the requisite changes and click Add.
4. Radio Button – this enables your clients to select one option from a set of radio buttons. If you select this type, you also need to add the option choices. To do this, enter the option you want in the Enter Option text box. Click Add to add the option to the Option List. To modify an option, select the option in the Option List and click Edit. Make the requisite changes and click Add.
5. Check Box – this enables your clients to select an option from a set of check boxes. If you select this type, you also need to add the option choices. To do this, enter the option you want in the Enter Option text box. Click Add to add the option to the Option List. To modify an option, select the option in the Option List and click Edit. Make the requisite changes and click Add.
6. Multi Line Text Box – this enables your clients to enter text in a multi line text box. If you select this type, you must also specify the Length of the text box, the number of Lines, the Max Length, and the Initial Value of the text box that the client will see.

6. Click Next Question to save this question and create a new question for the survey.
7. Click Finish to complete and save the survey.

Use this option to view and add information about visitors to your web site.

Click Visitor Info from the main function menu to navigate to the Visitor Info function. It contains the following options – Advanced Tracking, Info Tag, Actions, Live Interaction, Customer Groups, and User List.

This section will take you through each of the Visitor Info options and how to use them.

Advanced Tracking

The previous version of Livehelper enabled you to track users visiting your web site and viewing various pages. This version of Livehelper enables you to track various other actions of site visitors such as user registration, user login, addition of items to shopping cart, removal of items from the shopping cart, and purchase of items.

Use this option to track actions that visitors perform on your web site.

Create Button

1.       Click Visitor Info. Select Advanced Tracking. You see the Create Button screen.

2.       In the Select Event step, select the appropriate radio button to indicate your choice of event. You can choose from:

a.       Register User – select this radio button to track the registration of a new user.

b.       User Login – select this radio button to track logging in by a registered user.

c.       Add Item to shopping cart – select this radio button to track addition of a specific merchandize to the shopping cart.

d.       Remove Item from shopping cart – select this radio button to track removal of specific merchandize from the shopping cart.

e.       Purchase Item – select this radio button to track the purchase of certain merchandize.

3.       In the Enter Values step, you can specify values for products. Once you define these values, you can use them in the Add Action screen. To enter values, specify the following details:

a.       Item ID – enter the unique identifier for the product.

b.       Description – enter a description for the product.

c.       Value – enter a value for the product.

d.       Password – enter the client’s password.

e.       First Name – enter the client’s first name.

f.        Last Name – enter the client’s last name.

g.       Email/User ID – enter the e-mail or the User ID associated with the client.

h.       Phone – enter the client’s phone number.

4.       Click Show Script to see the generated script.

5.       You can copy this script and paste it in your web site source code. The button is created there.

Sample Code and How to use it

This is an example of how you can use the scripts generated on the Advanced Tracking and Info Tag pages for your web site. To add tracking to your existing shopping cart pages, call the javascript function onclick of the link.

Old code:

<a href="http://192.168.0.9/sears/ebookman-cart.htm" >

<img alt="Buy Options" src="http://192.168.0.9/sears/images/atc_button.gif" border="0" width="35" height="33"></a>

New code:

<a href="http://192.168.0.9/sears/ebookman-cart.htm" onclick="javascript:addToCart('1091626','08098093000','8 MB eBookman','229.99'); ">

<img alt="Buy Options" src="http://192.168.0.9/sears/images/atc_button.gif" border="0" width="35" height="33"></a>

Info Tag

Apart from the actions already provided for tracking, you may want to track other visitor actions on your web site. For example, you may want to tag information about users who opt to pay by check instead of credit card. This option enables you to add such tags for information and use it to track the event. You can have a maximum of 20 info tags.

1.       Click Visitor Info. Select Info Tag. You see the Info Tag screen. The details you can view are:

2.       List of Info Tag name – Click on the info tag name to view details. You see the Info Tag Details screen.

3.       Select Info Tag – Select the info tag to get the code.

4.       Delete – Click on the red cross to delete the info tag and proceed.

5.       Select all info tags – Click on this link to select all info tags.

6.       Preview and select the info tag code – Click on this link to preview and select the info tag code.

Add Info Tag

To add info tags, specify the following information:

1.       Specify the Info Tag Name. This is the unique identifier of the Info Tag. For example, Web site.

2.       Select the Info Tag Type from the drop-down list. You can choose from Text and Number.

3.       Click the Add hyperlink to add the info tag and proceed.

Edit Info Tag

Use this option to make changes to existing info tags. To make changes, do the following:

1.       In the Info Tag screen, click the Info Tag Name to select the info tag, which you want to modify.

2.       Make the necessary changes and click Update.

Actions

You can track events either through the advanced tracking or the info tags features. This option enables you to set certain actions to take place when those events occur. For example, you are in the business of selling hardware and a visitor to your web site purchases a Pentium 3 machine. When this event occurs, an action that you have set ensures that an operator is alerted about this purchase. The operator can pull the visitor into a chat to try and make the visitor upgrade the purchase or even sell another accessory related to the purchase. Live interactions can also be sent as actions.

Use the Actions option to view, add and modify actions based on events that you specify. Whenever these events take place on your web site, the selected operators will be informed. You can have a maximum of 15 actions.

1. Click Visitor Info. Select Actions. You see the Actions screen.
2. Select a value from the You can choose the number of records to be displayed per page drop-down list. This value defines the number of action records you can view on each page.
3. The other details you can view on the Actions screen are:

a.       Sl. No. – this is the order in which the actions are recorded.

b.       Actions – this is the name of the action. Click this to select an action that you want to view details for or which you want to modify. You see the Action Details screen.

c.       Delete – click this to delete the record of a selected action.

4. Click Add a new Action to add a new action to be taken. You see the Add Action screen.

Add Action

Use this option to add a new action to be performed based on the event you define here.

1. On the Actions screen, click Add a new Action. You see the Add Action screen.
2. To add a new action, specify the following details:
3. To add a new Live Interaction, click the Click here hyperlink. You see the Live Interaction screen.
4. Select the information tag from the Match For drop-down list for which you want to find a match. This is the first criterion to define the event.
5. Select a value from the Match Type drop-down list. Choose from -, >, <, and so on. This is the second criterion to define the event.
6. Specify a Match Value. This is the value you want to use to qualify the event.
7. Select the Action Type to be taken based on the event. Select the E-mail radio button to send e-mail to operators informing them of the event. Select the Alert radio button to send an alert message to operators informing them of this event. Select the Live Interaction radio button to send a timed and context sensitive chat invitation to the visitor based on the event. Select the Email to Customer radio button to send email to customers whenever this pre-defined event occurs.
8. Specify the Action Target of the action to be taken. This is the e-mail address of the operator to whom information about the event is sent by e-mail. Click Add to add the email address to the Selected Operator list.

Note: The Action Target field is enabled only if select the Action Type E-mail radio button.

9. To add an operator, select the name of the operator from the Operator list and click >>. This is the operator who will receive e-mail based on the event. You can also select all the operators from the Operators list and click >> to add all the operators to the Selected Operators list.
   To remove the operator from the Selected Operators list select the name of the operator and click <<.
10. Enter the Subject/Title for the action. When you send Email to Customer or Email to Operator, this becomes the subject line of the mail.
11. Enter the Content to be sent. This forms the body of the email whenever you send email to customers or operators.
12. Click Submit to save the information and proceed.

Edit Action

Use this option to edit actions that you defined previously.

1. In the Actions screen, select one of the Actions. This is the action, which you want to modify. You see the Add Action screen. Make changes as required:
2. To add a new Live Interaction, click the Click here hyperlink. You see the Live Interaction screen.
3. Select the information tag from the Match For drop-down list for which you want to find a match. This is the first criterion to define the event.
4. Select a value from the Match Type drop-down list. Choose from -, >, <, and so on. This is the second criterion to define the event.
5. Specify a Match Value. This is the value you want to use to qualify the event. For details on how to create values, see Advanced Tracking.
6. Select the Action Type to be taken based on the event. Select the E-mail radio button to send e-mail to operators informing them of the event. Select the Alert radio button to send an alert message to operators informing them of this event. Select the Live Interaction radio button to automatically send a timed and context sensitive chat invitation to the visitor based on the event.
7. Specify the Action Target of the action to be taken. This is the e-mail address of the operator to whom information about the event is sent by e-mail. Click Add to add the email address to the Selected Operator list.

Note: The Action Target field is enabled only if select the Action Type E-mail radio button.

8. To add an operator, select the name of the operator from the Operator list and click >>. This is the operator who will receive e-mail based on the event. You can also select all the operators from the Operators list and click >> to add all the operators to the Selected Operators list.
   To remove the operator from the Selected Operators list select the name of the operator and click <<.
9. Enter a Description for the action.
10. Click Submit to save the information and proceed.

Live Interaction

Live Interactions are used to draw customers’ attention to offers from your company. It is less intrusive than using the pull feature, and site visitors have the option to close the live interaction if uninterested. Operators can also send live interactions directly from the operator console.

This option enables you to create a Live Interaction. This automatically sends timed, context sensitive chat invitations to your web site visitors. With this option, you can define which invitation to send and when to send it.

1.       Click Action. Select Live Interaction. You see the Live Interaction screen.

2.       Select a value from the You can choose the number of records to be displayed per page drop-down list to set the number of Live Interaction records to be displayed per page.

3.       Click Name to view details of that live interaction.

4.       Click the Delete icon to delete that particular live interaction.

5.       Click Add New Live Interaction to add a new live interaction to the list. You see the Live Interaction Details screen.

Add a New Live Interaction

You can add a new live interaction by following these steps.

1. Enter the Name for the Live Interaction.
2. In Properties of Live Interaction window step specify the Height and Width in pixels for the Live Interaction window. You must also specify the background Color for the window. You can specify standard colors such as red, blue, green and so on. Alternatively, you can specify RGB values such as #00FF00 and so on.
3. In Image URL to be displayed, specify the absolute path of the image to be displayed in the Live Interaction window. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
4. In Image URL on mouse over, specify the path of the image to be displayed on moving the mouse over the previous image in the Live Interaction window. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
5. In Close Invitation Image URL, specify the path of the image to be displayed that clients can click on to close the Live Interaction invitation. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
6. In Close Image on mouse over, specify the path of the image that closes the Live Interaction invitation when clients move their mouse over it. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
7. Select the Scroll Type for the Live Interaction window from the drop-down list. Choose Horizontally if you want the Live Interaction to scroll horizontally across the web page or vertically if you want the Live Interaction to scroll Vertically across the web page.
8. In Number of repeats, specify the number of times the live interaction should scroll across the screen.
9. In Time Interval, specify the time interval before the Live Interaction window is displayed again.
10. Speed of scrolling Select the speed of scrolling for the Live Interaction window. Choose from Fast, Medium or Slow.
11. Select a value for Event to occur when the invitation is clicked. You can choose from No Event, Chat, EFAQ, E-mail, Other URL.

a.       If you select Chat, EFAQ, or Email, you see the Group Name drop-down list. Select the Group Name of the group that will respond to the requests.

b.       If you select Other URL, you see the Enter URL text box, which enables you to specify the URL to which the visitor should be redirected upon clicking the live interaction. You also see the Open In drop-down list. Select whether you want to open the URL in a new window or in the same window.

12. Click Preview to preview the Live Interaction window.
13. Click Submit to save the Live Interaction and proceed.
14. Click Reset to clear the information entered for the Live Interaction.

Edit Live Interaction

Use this option to make changes to an existing Live Interaction.

1. Click Visitor Info. Select Live Interaction. You see the Live Interaction screen.
2. Click Name in the Live Interaction screen to select the Live Interaction you want to modify. You see the Live Interaction Details screen. Make changes as required to the following:

Note: You cannot modify the Name of the Live Interaction.

3. In Properties of Live Interaction window step specify the Height and Width in pixels for the Live Interaction window. You must also specify the background Color for the window. You can specify standard colors such as red, blue, green and so on. Alternatively, you can specify RGB values such as #00FF00 and so on.
4. In Image URL to be displayed, specify the absolute path of the image to be displayed in the Live Interaction window. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
5. In Image URL on mouse over, specify the path of the image to be displayed on moving the mouse over the previous image in the Live Interaction window. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
6. In Close Invitation Image URL, specify the path of the image to be displayed that clients can click on to close the Live Interaction invitation. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
7. In Close Image on mouse over, specify the path of the image that closes the Live Interaction invitation when clients move their mouse over it. For example, http://www.livehelper.com/images/logo.gif. This image must be stored on your web server.
8. Select the Scroll Type for the Live Interaction window from the drop-down list. Choose Horizontally if you want the Live Interaction to scroll horizontally across the web page or vertically if you want the Live Interaction to scroll Vertically across the web page.
9. In Number of repeats, specify the number of times the live interaction should scroll across the screen.
10. In Time Interval, specify the time interval before the Live Interaction window is displayed again.
11. Select the Speed of scrolling for the Live Interaction window from the drop-down list. Choose from Fast, Medium or Slow.
12. Select a value for Event to occur when the invitation is clicked. You can choose from No Event, Chat, EFAQ, E-mail, Other URL.

a.       If you select Chat, EFAQ, or Email, you see the Group Name drop-down list. Select the Group Name of the group that will respond to the requests.

b.       If you select Other URL, you see the Enter URL text box, which enables you to specify the URL to which the visitor should be redirected upon clicking the live interaction. You also see the Open In drop-down list. Select whether you want to open the URL in a new window or in the same window.

13. Click Preview to preview the Live Interaction window.
14. Click Submit to save the Live Interaction and proceed.
15. Click Reset to clear the information entered for the Live Interaction.

Customer Groups

You can group site visitors based on their activities on your web site. This makes it easy for you to refer to the details of only those visitors whose actions you are interested in, instead of looking at all the users as in the user list. For example, you may want to view details of only those users who have added items to their shopping cart, but not purchased.

Use this option to view, add, modify and delete customer groups.

1. Click Visitor Info. Select Customer Groups. You see the Customer Groups screen.
2. Click Add Customer Group to add a new customer group. You see the Customer Groups – Add screen.
3. Click Name to edit the details of the customer group. You see the Customer Groups – Edit screen.
4. Click View to view the details of the customer group.
5. Click Delete to delete the customer group.

Add Customer Groups

Use this option to add a new customer group. In the Customer Groups – Add screen, specify the following details:

1. Specify the Name for the Customer Group. For example, Gold.
2. Select the Criteria from the drop-down list. For example, Total Purchase Amount.
3. Select the Match Type from the drop-down list. For example, >.
4. Specify the Value-1 for the criterion you specified. For example 10,000.
5. Specify the Value-2 for the criterion you specified. This is enabled only if you selected Match Type – Between.
6. Select the Condition Type from the drop-down list. Select And to add another condition for the customer group. Select Or to enable a search between either condition you specify.
7. Click Submit to create the Customer Group.
8. Click Cancel to ignore the changes.

Edit Customer Groups

Use this option to make changes to details of existing customer groups. In the Customer Groups – Edit screen, make changes as required to the following:

Note: You cannot change the Name of the Customer Group.

1.       Select the Criteria from the drop-down list. For example, Total Purchase Amount.

2.       Select the Match Type from the drop-down list. For example, >.

3.       Specify the Value-1 for the criterion you specified. For example 10,000.

4.       Specify the Value-2 for the criterion you specified. This is enabled only if you selected Match Type – Between.

5.       Select the Condition Type from the drop-down list. Select And to add another condition for the customer group. Select Or to enable a search between either condition you specify.

6.       Click Update to update the Customer Group information.

7.       Click Cancel to ignore the changes.

User List

The User List function provides you a comprehensive summary of all actions performed by each visitor to your web site. This summary of actions includes actions by both registered as well as unregistered visitors.

Use this option to view User lists. These are lists of registered and unregistered visitors to your web site.

1.       Click Visitor Info. Select User List. You see the User List screen, which provides a summary of the User List. The information you can view is:     

2.       Customer Group Name – the name of the customer groups.

a.       View – click this icon to view details of the User List for customers who belong to the group you selected.

b.       Registered Users – this provides information about the number of registered users to your web site.

c.       Unregistered Users – this provides information about the number of unregistered users to your web site.

View User List – Customer Groups

Use this option to view details of users for each customer group.

1.       In the User List screen, click the View icon adjacent to the customer group for which you want to view the list of users. You see the User List – Customer Groups screen.

2.       You see the name of the Customer Group. You can see the list of Registered Visitors and the list of Unregistered Visitors. Select a visitor from the drop-down list to view details of that user. You see the User List Details screen.

3.       In the list of Registered Visitors, the details you can view are:

a.       Name – this is the name of the registered visitor.

b.       Email – this is the e-mail address of the registered visitor.

c.       View Details – click this to view details of the selected visitor. You see the User List Details screen.

4.       In the list of Un-Registered Visitors, the details you can view are:

a.       Name – this is the name of the unregistered visitor

b.       View Details – click this to view details of the selected visitor. You see the User List Details screen.

User List Details

You can access this screen from the either the User List screen or the User List – Customer Groups screen. This provides you detailed information about the selected visitor. The details you can view are – User Profile, History and Chat Transcripts.

User Profile:

The User Profile provides you the following information – System Information and Current Information.

In System Information, the details you can view are:

1.       Host – this is the name of the visitor’s host machine.

2.       Browser – this is the type of browser that the visitor used.

3.       Browser Version – this is the version of the browser used by the visitor.

4.       Platform – this is the platform used by the visitor.

5.       Monitor Resolution – this is the resolution of the visitor’s monitor.

6.       Screen Color Depth – the type of color depth on the visitor’s machine.

7.       Language – the language settings on the visitor’s machine.

8.       JavaScript Version – the version for JavaScript on the visitor’s machine.

9.       Referrer – the name of the referrer web site from where the visitor navigated.

In Current Information, you can view the following details:

1.       Last Chat Time – this is the date and time on which the visitor last chatted.

2.       Last Visited Time – this is the date and time on which the visitor last visited your web site.

3.       Page Title – the name of the page visited.

4.       URL – the location of the button that the visitor clicked.

History:

History provides you information about the dates on which the visitor visited your web site. Click on any of the Page hyperlinks to view information about the URL of the page, and referrer information if any.

Chat Transcripts:

Click on any of the Chat hyperlinks to see a detailed transcript of the chat.

The E-Faq option enables you to considerably reduce the number of calls to operators. Clients can get answers to some of their queries from the E-Faq section itself, thus reducing the number of calls to operators.

This option is particularly useful when the volume of calls to your operators is high, and you cannot have operators answer each call. You can add an E-Faq button, so visitors can ask a question. If it is present in the database, the visitor gets an answer without having to involve an operator. If visitors are dissatisfied with the answers provided, they can conduct another search in the E-Faq or ask an operator or start a chat.

Use the E-FAQ option to create FAQs that your clients can access on the click of the e-FAQ button. You can specify stop words, key words and questions based on which clients can conduct searches for their queries.

Click E-Faq from the main function menu to navigate to the E-Faq function. It contains the following options – Stop Words, Key Words, and Questions.

This section will take you through each of the E-Faq options and how you can use them.

Stop Words

Stop Words are those words that you do not want included during a search, and can be ignored during a search. For example, if a visitor searches the E-FAQ for the question - do you have a green rose?, the words do , you , have and a can be ignored and the search needs only the words green rose. If do, you, have and a are made stop words, then they are not searched in the repository, and the site visitor gets answers faster.

1. Click E-Faq. Select Stop Words. You see the Stop Words screen.
2. To add a stop word, specify the word in the Enter a stop word to “add” or “delete” text box and click Add.
3. To delete a stop word, specify the word in the Enter a stop word to “add” or “delete” text box and click Delete.

Note: Stop Words are not case sensitive.

Note: If you specify more than one stop word, ensure that you separate them using commas.

Key Words

The keywords and questions that you enter here are stored into your company's repository. This repository will grow and contain more keywords as your clients use it. When your clients click the E-Faq button, they see a form in which they can type in the keyword or question. They can either search for exact matches from the repository, or for any words if the question contains multiple words. The clients can view the answers selected according to matches, views or date.

Hence, key words are those words that visitors will use during a search. You can have a maximum of 1000 key words.

1. Click E-Faq. Select Key Words. You see the Keyword Manager screen.
2. Select a value from the Select the number of records to be displayed per page drop-down list to indicate the number of key word records you want to see in a page.
3. Click on one of the Keywords to select it. This is the keyword whose details you want to modify.
4. Click the Delete icon to delete the adjacent keyword.
5. Click Add a New Keyword to add a new keyword to the list of keywords. You see the Keyword screen.

Add or Edit Keyword

To add or edit keywords, specify the following information.

1.       Enter the Keyword you want to use. Eg: Support.

2.       Enter the Keyword header you want to use. This is the word that describes the search results. For example, the keyword header you enter is Define Livehelper. When a user searches for a keyword Livehelper, the search results appear under the header Define Livehelper.

3.       Give a Keyword description for the keyword. This is especially useful when you have more than one identical keyword. You can use this description to specify the context of the various keywords. The description should not exceed 200 characters.

4.       Select the group name from the Group name drop-down list.

5.       Enter the Keyword related URL. This is the URL related to the keyword on your website. Eg: http://wwww.yourwebsite.com/support.html

6.       In Phone number 1, enter the first phone number related to the keyword. Eg: 1-800-SUPPORT.

7.       In Description 1, provide a brief description for the first phone number related to the keyword.

8.       In Phone number 2, enter the second phone number related to the keyword.

9.       In Description 2, provide a brief description for the second phone number related to the keyword.

10.   In Phone number 3, enter the third phone number related to the keyword.

11.   In Description 3, give a brief description for the third phone number related to the keyword.

12.   Click Submit to save the information and proceed.

Questions

This option enables you to add questions and answers to the E-Faq. These are displayed as related questions to visitors who search for key words contained in these questions. You can add a maximum of 100 questions.

1. Click E-Faq. Select Questions. You see the Questions and Answers screen.
2. Select a value from the Select the number of records to be displayed per page list. This is the number of question and answer records you want to view in a page.
3. Click on any of the Questions & Answers to view details of the questions and answers. This is the set of question and answer that you want to view or edit.
4. Click the Delete icon to delete the adjacent question and answer.
5. Click Add a New Question to add a new set of question and answer. You see the Question screen.

If clients are not satisfied with the results of the E-FAQ search, they will be led to a screen wherein they can ask a question to an operator of the same group or to some other group if operators of the same group are not available. If the visitor is still not satisfied, the visitor will be directed for chat with an operator.

If no operators are online the client will see a call back screen. This call back request will be sent to the operator who first logs in for the company.

Add or Edit Question

To add or edit a question and its corresponding answer, specify the following information:

1. Enter the text for the Question (max 200 characters). This should not exceed 200 characters.
2. Enter the Answer (max 1000 characters) for the Question. This should not exceed 4000 characters.
3. Select the Group name from the drop-down list.
4. In Question header, enter a reference header for the question not exceeding 50 characters.
5. Enter a brief description for the question header in Header description. This should not exceed 200 characters.
6. Enter the URL related to the question in Related URL.
7. Click Submit to save the information and proceed.

The statistics option enables you to view statistics or reports of visitors and even your operators.

Click Statistics from the main function menu to navigate to the Statistics function. This consists of the following options – Site Traffic, E-Commerce, Visitor Profile, General and Operator Statistics.

Site Traffic

Use this option to view information about site traffic on your web site. These reports enable you to see traffic patterns for your entire site and each individual page, identify anomalies - such as hosting problems, view peak/off peak times, measure visits to promotional, sign up and order pages for marketing effectiveness. All of these reports provide you the business intelligence to make your website more effective.

The reports you can view from this option can be divided broadly into Page Views, Unique Visits, Top 10 and Summary.

A Page View is each instance of a visitor loading a page on your web site.

A Unique Visit is a visitor’s first visit to your site. While a visitor may visit your site and view the home page three times, a contact page twice, and several other pages once each, the Unique Visitors report records that person as one unique visitor for the time allotted.

Note: However, if an individual visits your site from both home and work, the person will be counted as two distinct visitors.

Top 10 reports are reports about accessibility of best ten pages and referrers of your web site. The top ten pages refer to the pages most accessed on your web site, while the top ten referrers refer to the sites from which the most number of visitors have accessed your web site.

The Summary report provides a summary of traffic to your web site.

Note: you can click any of the hyperlinks present on the reports filter pages to navigate easily to the next or previous report.

1. Click Statistics from the main menu. Select Site Traffic. You can view the site traffic reports. The reports you can view are:

2. Click the Page View by Hour hyperlink to get a report with comparative information about pages viewed on an hourly basis for the selected day. Each time a visitor to your web site loads a page on your web site it is a page view. The data is formatted correctly to match your time zone.
3. Click the Page View by Day hyperlink to get a report of information about pages viewed in the day for the selected month.
4. Click the Page View by Month hyperlink to get a report of information about pages viewed in the month for the selected year.
5. Click the Page View by Year hyperlink to get a report of information about pages viewed in a year for all the years in the system.
6. Click the Hourly Unique Visitor hyperlink to get a comparative report of information of unique visits to your website during the hour for the selected day. A unique visit is a visitor’s first visit to your site. While a visitor may visit your site and view the home page three times, a contact page twice, and several other pages once each, the Unique Visitors report records that person as one unique visitor for the time allotted.

Note: However, if an individual visits your site from both home and work, the person will be counted as two distinct visitors.

7. Click the Daily Unique Visitor hyperlink to get a report of comparative information about unique visitors for a day in context of the month.
8. Click the Monthly Unique Visitor hyperlink to get a report of comparative information about unique visitors for a month in the context of the year.
9. Click the Yearly Unique Visitor hyperlink to get a report of comparative information about unique visitors for the year in the context of all the years in the system.
10. Click the Top 10 Most Commonly Accessed Pages hyperlink to get a report of information about the top 10 most accessed web pages.

11. Click the Top 10 Referrers hyperlink to get a report of information about the top 10 referrers for your web site.

12. Click Traffic Summary hyperlink to get a report of information about the summary of traffic on your web site. This report provides you a summary of Page Views for This Hour, Today, and This Month, Unique Visitors for This Hour, Today, and This Month, and Top Five Most Commonly Accessed. You can also click the on-screen hyperlinks to view details by the hour, day, month or year.

13. Your reports will contain data that you require as per your business. To retrieve this data, you need to perform a search for the results. To do this, you must specify certain filter criteria.

1. In the Choose Date drop-down lists, select the date from which you want to view statistics.
2. Click Hour to get a comparative report per hour.
3. Click Day to get a report of the number of pages viewed for the day on an hourly basis.
4. Click Month to get a report of pages viewed for the month on an hourly basis.
5. Click Year to get a report of pages viewed for the year on an hourly basis.
13. The report results are displayed in text as well as a graphic format. You can export the textual results to MS Excel by clicking on the MS Excel hyperlink provided. You can also export the textual results to MS Word by clicking on the MS Word hyperlink.

E-Commerce

Use this option to view information about e-commerce from your web site.

1. Click Statistics. Select E-Commerce Reports.

2. You see the E-Commerce Reports screen.
3. Click Customer Details to view a report on the details of the customer to your web site.

4. You can view details of each customer such as the IP address of the customer, the date and time on which the customer visited the web site, and the Purchase Amount. In addition, you can view information about the visitor’s system such as the Domain, Language, JavaScript, JavaScript Version, Operating System, Browser, Monitor Resolution, Monitor Color, and Plug-ins.
5. Click Source of Revenue to view a report of the revenue received from customers who purchased items from your web site.

6. You see details such as Referrer/Commission Junction, Completed Transactions, Revenue, Percentage of Revenue, and Graphical Value.
7. Click Microsoft Excel to export text results data to Microsoft Excel.
8. Click Microsoft Word to export text results data to Microsoft Word

9. Click Purchase Transactions to view a report of information about purchase transactions. You can see details such as the Referrer, Number of Visitors, Incomplete Transaction, Complete Transaction, % of visitors who have completed transactions, and the Graphical View.

10. Click Microsoft Excel to export text results data to Microsoft Excel.
11. Click Microsoft Word to export text results data to Microsoft Word.

Visitor Profile

Use this option to view details of profiles of visitors to your web site.

1. Click Statistics. Select Visitor Profile. You see the Visitor Profile screen.
2. Click Web Browsers to view a report about browser types and the versions used by your daily unique visitors. This data gives you an understanding of your audience's Web sophistication level and can justify optimizing your site for particular browser features. Use this report to identify your audience's preferences, design your pages to meet your audience's needs, and test your pages in popular browsers. You can view the results in both graphic and text formats.

3. Click Microsoft Excel to export the text result data to Microsoft Excel.
4. Click Microsoft Word to export the text result data to Microsoft Word.
5. Click Monitor Color Depth to view a report of data on which color-depth the visitors to your web site have their computers set to. Color-depth refers to the number of colors that can be displayed on the screen. Use this report to identify your audience's screen capabilities, design your pages to meet their needs, and test images on your site with these settings to better understand user experience.

6. You can view this report in both graphic and text formats. The details you can view are Monitors Color Depth for the time period you selected. You can see the details as a percentage of the total as well.

7. Click Microsoft Excel to export the text result data to Microsoft Excel.
8. Click Microsoft Word to export the text result data to Microsoft Word.
9. Click Monitor Resolution to view a report of visitors’ monitor resolutions for a time period you select. You can view the details in both graphic as well as text format.

10. The details you can view include a percentage of the different types of monitor resolutions as compared to the total number. The details you can view are:

11. Click Microsoft Excel to export the text result data to Microsoft Excel.
12. Click Microsoft Word to export the text result data to Microsoft Word.
13. Click Plug-ins to view a report of visitors who visited your web site with different plug-ins.

14. The details you can view are the names of the plug-ins, and the percentage of users visiting your web site with that plug-in for the time period selected. The details you can view are:

15. Click Microsoft Excel to export the text result data to Microsoft Excel.
16. Click Microsoft Word to export the text result data to Microsoft Word.
17. Click Operating Systems to view a report about web browsers used by your visitors. This is important since web pages tend to display differently on different operating systems. Use this report to find out more about your audience, and test your pages using those Operating Systems.

18. You can also view a percentage of the number of users with various operating systems. The details you can view are:

19. Click Microsoft Excel to export the text result data to Microsoft Excel.
20. Click Microsoft Word to export the text result data to Microsoft Word.
21. Click Languages to view a report of the languages used on various visitors’ systems.

22. The details you can view are:

23. Click Microsoft Excel to export the text result data to Microsoft Excel.
24. Click Microsoft Word to export the text result data to Microsoft Word.
25. Click JavaScript Version to view a report of JavaScript Versions of your visitors’ machines for the time period selected.

26. The details you can view are:

27. Click Microsoft Excel to export the text result data to Microsoft Excel.
28. Click Microsoft Word to export the text result data to Microsoft Word.
29. Click Domains to view a report of the domains from which your visitors have accessed your site during a particular time period.

30. The details you can view are:

31. Click Microsoft Excel to export the text result data to Microsoft Excel.
32. Click Microsoft Word to export the text result data to Microsoft Word.

General

Use this option to view general information.

1. Click Statistics. Select General.
2. Click Entry Page to view a report of the various pages on your web site and how many users entered your web site through those pages.

3. The details you can view are:

4. Click Microsoft Excel to export the text result data to Microsoft Excel.
5. Click Microsoft Word to export the text result data to Microsoft Word.
6. Click Exit Page to view a report of the pages from which visitors exited your web site.

7. The details you can view are:

8. Click Microsoft Excel to export the text result data to Microsoft Excel.
9. Click Microsoft Word to export the text result data to Microsoft Word.
10. Click Single Accessed Page to view a report of the single page that visitors accessed.

11. The details you can view are:

12. Click Microsoft Excel to export the text result data to Microsoft Excel.
13. Click Microsoft Word to export the text result data to Microsoft Word.
14. Click Page Depth to view a report of data by percentage and by total count, the depth of each visit to a page. In other words, this indicates the number of links that visitors accessed from this page on your web site. The details you can view are:

15. Click Microsoft Excel to export the text result data to Microsoft Excel.
16. Click Microsoft Word to export the text result data to Microsoft Word.
17. Click Visit Depth to view a report of data by percentage and by total count, the depth of each visit to your site. In other words, the report indicates how many pages the average visitor to your site views before leaving. The average visit depth section lists the average visit depth to your site for the specified time period. Dividing the page views by the number of visits for the specified period derives average visit depth. Use this report to identify how deep your visitors are willing to travel on your web site, determine how many of your visitors are willing to explore your site as far as you would like, and optimize your messaging to reach visitors before they exit.

18. The details you can view are:

19. Click Microsoft Excel to export the text result data to Microsoft Excel.
20. Click Microsoft Word to export the text result data to Microsoft Word.
21. Click Time spent on Page to view a report of the amount of time visitors spent on a page on your web site.

22. The details you can view are:

23. Click Microsoft Excel to export the text result data to Microsoft Excel.
24. Click Microsoft Word to export the text result data to Microsoft Word.
25. Click Time spent on Site to view a report of the amount of time visitors spent on your web site.

26. The details you can view are:

27. Click Microsoft Excel to export the text result data to Microsoft Excel.
28. Click Microsoft Word to export the text result data to Microsoft Word.
29. Click Referrer to view a report of the referrer sites from which visitors came to your web site.

30. The details you can view are:

31. Click Microsoft Excel to export the text result data to Microsoft Excel.
32. Click Microsoft Word to export the text result data to Microsoft Word.
33. Click Search Engine to view the statistics about the various search engines your visitors used during a particular time period. You can also add and configure new search engines that you wish to use. You see the Search Engine screen.

34. Click the Delete icon to delete an existing search engine.
35. Click Add Search Engine to add a new search engine. You see the Add Search Engine screen.

36. Enter the name of the Search Engine URL. For example, www.google.com.
37. Select the Match Type from the list. Choose Absolute to search using the exact phrase. Select Relative to search using any word from the phrase.
38. Click Submit to add the search engine.
39. Click Cancel to ignore the add engine operation.

Operator Statistics

Use this option to view the in-query status for all operators, in-query volume (Text and Voice), and total number of in-queries till date, details about the representative logins.

1. You can view the statistics for operators or for groups. Select the appropriate radio button to make you selection. From the drop-down list that is enabled based on your selection, select the particular operator or the group.
1. In the Choose Date drop-down lists, select the date from which you want to view statistics.
2. Click Get Statistics to view the details of the statistics:
2. Click Microsoft Excel to export the text result data to Microsoft Excel.
3. Click Microsoft Word to export the text result data to Microsoft Word.
4. Click on the Name of any Representative to view the statistics of that particular operator in a graphical format, total number of in-queries till date, list of Chat Transcripts on the selected date.

chat details

You can view the details by click on a particular chat. The details you can view are, Chat Start Time, Chat End Time, Chat Duration, Chat Starting Page, Operator, Browser, Client IP, Referrer and the Chat Transcript.

Use this option to define the search you want to perform.

Click Search from the main function menu to navigate to the Search function.

Conduct a Search

1. Specify the various criteria and the value.
2. Click Additional Requirement to add other search criteria.
3. Click Next. You see the Search Results screen.

View Search Results

Use this option to view search result.

1.       In the Search Results screen, you can view your query.

2.       Select the relevant check boxes based on which you want to view the search results. For example, if you select First Name, the search results will display the first names of the visitors who match your search criteria.

3.       Click Show Result to view the results.

Use this option to download the Operator Console exe. files to your system.

1. Click Download from the main function menu to navigate to the Download function.
2. Select the Run this program from its current position radio button to run the program from the Livehelper server. You must be connected to the Internet to be able to use this option.
3. Select the Save this program to disk radio button to save the downloaded exe file to your desktop.
4. Double-click livehelper.exe on your desktop and complete the setup.
5. Click Next to proceed to the next step.
6. After you install the Operator Console, click Start Menu > Program Files >Livehelper Operator Services 4.0 to start the Operator Console.

Use this option to logout of Livehelper.

Click Logout from the main function menu. You are logged out of the Administration section.

As an operator, you will need to setup the Operator Console on your system to suit your requirements. Note that the setup you configure is local to your machine only. You can set up Preferences, Preset Messages, Sounds, Push Links, Users/Smiley, Email Settings, Browse Color, Miscellaneous, Spell Checker, and even do a Remote Setup. The following sections will take you through each of these options and how you can use them.

To login to the Operator Console, double-click the Operator icon on your desktop or any other location where it is installed. Alternatively, click Start Menu > Program Files >Livehelper Operator Console. You see the Livehelper Login window.

 

Specify the following details to log into the Operator Console.

1. Enter your Company ID. This is the unique identifier associated with your organization that is provided to your Administrator at the time of signup.
2. Specify your Operator Name or select it from the drop-down list.
3. Enter your Password.
4. Select the Save Password check box to save your password. If you select this check box, you do not have to specify your password each time you log into the Operator Console.
5. Click Login to log into the Operator Console. You see the Operator Console. By default, the tab that is open is the Operator tab.
6. Select the Auto Login check box to do an automatic login to the Operator Console at the time of startup. This means that whenever you log into your system, the Operator Console is automatically started and you are logged in.
7. Click Setup to go to the Operator Console Settings setup. You see the Operator Console Settings window. This contains the following options - Preferences, Preset Messages, Sounds, Push Links, Users/Smiley, Email Settings, Browse Color, Miscellaneous, Spell Checker, and Remote Setup.

 

 

1. Click Preferences in the Options Navigator. You see the Preferences window.

2. Specify the Server Name. This is common for all Companies and Operators and it should be Operator.Livehelper.com You cannot modify this.
3. In the Proxy Authentication group box, specify the User Name and Password for your Proxy if you are behind a proxy server.
4. Select the Show Alert Message Whenever I get a New Text Chat from the client check box to receive alerts when clients get into a text chat with you.
5. In the Auto Startup group box, select the Start Livehelper when Windows starts check box if you want the Operator Console to start as soon as Windows starts.
6. In the Automatic Status Change group box, select the Required for Text Chat check box if you want your availability status to be changed to busy the moment you accept a text chat. Select the Required for Voice Chat check box if you want your status to be changed to busy the moment you accept a voice chat. If you do not select these check boxes, you can change your availability status manually.
7. Click OK to continue.
8. Click Cancel to ignore the preferences.
9. Click Apply to apply the changes you made.

As an operator, you can create preset messages locally. Preset messages are messages you want to send to your clients. These could be welcome messages, chat session closing messages, and so on. These help standardize your messages and save you the effort of typing the messages time and again. With this option, you can create message groups, and messages. You can also modify or delete messages as per your requirement.

1. Click Preset Messages in the Option Navigator to view all the messages you created locally. You see the Preset Messages window.

2. Click Add to add a new preset message or message group. You see the Add Preset Message Group or Add Preset Message windows based on your selection in the tree.
3. Select a preset message and click Delete to delete the selected message.
4. Click Save to save the preset messages.

Adding a Preset Message Group

This option enables you to add Preset Message Groups.

1. In the Preset Messages window, you see the default group Preset Messages. This is the root of all Preset Message Groups and Preset Messages you will add.
2. Select the root Preset Messages and click Add to add a Message Group. You see the Add Preset Message Group window.

3. In the Type your Group name here text box, specify the name for the message group you want to create. For example, Welcome.
4. Click OK to add the Message Group.
5. Click Cancel to cancel the operation.

Adding a Preset Message

Use this option to add Preset Messages to a Preset Message Group you created. This option also enables you to add Preset Keys such as Client name, Operator name and Company name in your preset message. Apart from this, you can also add Smileys to your preset messages.

1. In the Preset Messages window, you see the default group Preset Messages. This is the root of all Preset Message Groups and Preset Messages you will add. You also see the Preset Message Groups you added.
2. Select the Message Group to which you want to add the Preset Message and click Add to add a Message. You see the Add Preset Message window.

3. In the Type your Message here text box, specify the message you want to create. For example, Hello <CLIENT>. I am <OPERATOR>. How can I help you?
4. To add information such as the name of the client, your operator name and your company name as part of the message, as shown above, click Preset Keys > Preset Keys and select the preset key you want to add to your message.
5. To add a Smiley, click Preset Keys > Smileys and select the smiley you want to add to your message.
6. Click OK to add the Preset Message.
7. Click Cancel to cancel the operation.

Deleting Preset Message Groups

To delete a message group that you no longer require, do the following:

1. In the Preset Messages window, select the Preset Message Group that you want to delete.
2. Click Delete to delete the selected Message Group. You see a message that asks you to confirm that you want to delete the entry. Click Yes to delete the message group. Click No to cancel the delete operation.

Deleting Preset Messages

To delete a message that you no longer require, do the following:

1. In the Preset Messages window, select the Preset Message that you want to delete.
2. Click Delete to delete the selected Preset Message. You see a message that asks you to confirm that you want to delete the entry. Click Yes to delete the message. Click No to cancel the delete operation.

Use the Sounds option to configure the sounds that should be played to alert you on the occurrence of certain events.

1. Click Sounds in the Option Navigator. You see the Sounds window.

2. Select the event name check box for which you want a sound alert. For example, select the Play sound when a new call comes check box to receive a sound alert whenever you get a new call. If you do not clear an event check box, you will not receive a sound alert on the occurrence of the event. However, the path of the sound file will be stored, in case you enable it again.
3. Click the ellipses … to select a local sound file. This must be of the format .wav.
4. Click OK to proceed.
5. Click Cancel to cancel the operation.
6. Click Apply to apply the configuration.

Use this option to configure the Push Link Groups and Push Links you will want to send to clients. Push Links helps in storing some frequently used URLs of your web site to push it to clients when appropriate for clients to view. The usage is similar to that of Preset Messages and Preset HTML.

With this option, you can add Push Link Groups, and Push Links. You can also delete links that you no longer require.

To access the Push Links option, click Push Links from the Option Navigator. You see the Push Links window.

Adding Push Link Groups

This option enables you to add Push Link Groups.

1. In the Push Links window, you see the default group Push Links. This is the root of all Push Link Groups and Push Links you will add.
2. Select the root Push Links and click Add to add a Push Link Group. You see the Add Push Link Group window.

3. In the Type your Push Link Group name here text box, specify the name for the push link group you want to create. For example, Livehelper.
4. Click OK to add the Push Link Group.
5. Click Cancel to cancel the operation.

Adding Push Links

1. In the Push Links window, you see the default group Push Links. This is the root of all Push Link Groups and Push Links you will add. You also see the Push Link Groups you added.
2. Select the Push Link Group to which you want to add the Push Link and click Add to add a Push Link. You see the Add Push Link window.

3. In the Type your URL here text box, specify the push link you want to create. For example, http://www.livehelper.com.
4. Click OK to add the Push Link.
5. Click Cancel to cancel the operation.

Deleting Push Link Groups

To delete a push link group that you no longer require, do the following:

1. In the Push Links window, select the Push Link Group that you want to delete.
2. Click Delete to delete the selected Push Link Group. You see a message that asks you to confirm that you want to delete the entry. Click Yes to delete the push link group. Click No to cancel the delete operation.

Deleting Push Links

To delete a push link that you no longer require, do the following:

1. In the Push Links window, select the Push Link that you want to delete.
2. Click Delete to delete the selected Push Link. You see a message that asks you to confirm that you want to delete the entry. Click Yes to delete the push link. Click No to cancel the delete operation.

Use this option to view the names of all operators using your system. You can also delete their information from your local machine. This option also enables you to view the shortcuts for smileys as a reference.

1. To access the Users/Smiley feature, click Users/Smileys from the Option Navigator. You see the Users/Smiley window.

2. In the Delete users from local machine group box, you can see the names of the operators logging onto your system.
3. Select the name of the operator that you want to delete and click Delete. You see a message that asks you to confirm the deletion of the user from the local system. Click Yes to delete the user. Click No to ignore the delete operation.

Note: Deleting a user automatically deletes all the operator’s local preset messages/push links.

4. In the Image Shortcuts group box, you can view smiley short cuts for reference.

Use the E-mail Settings configuration option to configure e-mail alerts, properties and addresses for your system.

1. To access the E-mail Settings feature, click E-mail Settings from the Option Navigator. You see the Email Settings window.

2. In the Alert Notification group box, specify the following details:
1. Select the Play Sound check box to plays a .wav file of your choice on receiving new mails. Specify the path of the .wav file or click the ellipsis … to select it.
2. Select the Display Alert Window to display an alert window whenever new mail arrives in your Inbox.
3. Select the Keep Alert window on Top to keeps the alert window on top of all other open windows at any point of time.
3. In the Check mail properties group box, specify the following details:
1. Use the spin control in Check Pop3 Server to specify the time interval in minutes after which your Operator Console will check your mailbox for new mails.
2. Select the Check POP3 server for mails check box to ensure that your Operator Console polls your POP3 mail server for mails. If you do not select this check box, the Operator Console will not poll the POP3 server for new mails.
4. In the E-mail Address to Check group box, you can view the Mailbox and E-mail ID details. In addition, you can specify other e-mail addresses that the Operator Console must poll for new mails.
5. Click OK to proceed.
6. Click Cancel to ignore the operation.
7. Click Apply to apply the configuration settings.

Add or Edit E-mail Address

This option enables you to add a new e-mail address or edit an exiting e-mail address to be polled.

1. In the E-mail Settings window, click Add in the E-mail Address to Check group box to add a new e-mail address. To edit an e-mail address, select the address you want to modify and click Edit.
2. You see the Edit Email Info window.

3. In the Account Information group box, specify the details of Your Name and the E-mail Address, the Mailbox Name, and your User name and Password of your POP3 Account.
4. To add or edit Mail Server Information, specify the following information:
1. Specify the name of the Incoming Mail (POP3) server.
2. Select the Use this SMTP Server for sending mails to specify the SMTP server to send mail.
3. If you select the above check box, you must also specify the Outgoing Mail (SMTP) name.
4. Select the name of the Authentication Method if required, from the drop-down list.
5. Specify the User Name and Password to be used for the authentication.
6. Select the Encoding from the drop-down list.
7. Select the Send All messages MIME encoded check box to send all messages in MIME format.
8. Select the Send All messages as HTML check box to send all messages in HTML format.
5. Click Save to save the e-mail address information. You can see that the E-mail address has been added into the Operator Console.

This option allows you to set the Browse Color to the different Page IDs of your web site. This option is applicable to you as the operator who created it and your local computer only. This enables you to easily identify entries in the Browse List. As the operator, you can immediately identify the visitors on particular pages and can keep track of them better as they navigate through your web site.

1. Click Browse Color from the Option Navigator to navigate to this option. You see the Browse Color window.

2. In the Enter Page ID text box, specify the name of the page that you want to identify.
3. Select a value for the color to be associated with the page from the Assign Color drop-down list.
4. Click Add to List to add the Page ID and the Color to the Browse Color list.
5. Click OK to apply your changes and proceed.
6. Click Cancel to ignore the operation.
7. To delete a color setting, select  the row for which you want to delete the setting, right-click and select Delete.
8. Click Apply to apply the configuration settings.

Use this option to configure when your status should be displayed as Idle, the message that others should see when you are idle, and your default welcome message.

1.       Click Miscellaneous in the Option Navigator. You see the Miscellaneous window.

2.       In the Idle Status group box, you can set your idle status. To do this, specify the following information:

a.       Select the Show me as Idle if I do not use the computer for radio button and specify a value using the spin controls for Minutes to change your status to idle automatically after the time you specify has lapsed.

b.       If you select the above radio button, the Send this Away message when an Operator sends me a message when I am Idle text box is enabled. Enter the message that you want the Operators to view while you are idle.

c.       Select the Never show me as Idle radio button to ensure that your status never changes to idle. If you select this radio button, the Send this Away message when an Operator sends me a message when I am Idle text box is disabled.

3.       In the Default Welcome Message(s) group box, you can send messages that you added or modified. You can also delete messages that you no longer require.

a.       Select the Send these messages whenever I get a new call check box to send the messages you specify here.

b.       Click Add to add a new message. You see the Add Default Message window. In the Type your Message here text box, enter your message. Click Preset Keys >Preset Keys and select the appropriate key to add to your message. Click Preset Keys >Smileys to add smileys to your welcome message. Click OK to add the message or click Cancel to ignore the operation.

c.       To modify a message, select the Message and click Modify. Make the necessary changes and click OK to save the changes or click Cancel to ignore the changes.

d.       To delete a message, select the Message and click Delete. You see a message that asks you to confirm deletion of the entry. Click OK to delete the entry and click Cancel to ignore the deletion.

Use this option to configure the spell checker for text chats. Livehelper will conduct a spell check on the Text Chat for all the items you select in this option.

1. Click Spell Checker in the Option Navigator to navigate to this feature. You see the Spell Checker window.

2. Select the check box adjacent to the item for which you want Livehelper to conduct a spell check. For example, if you select the Case Sensitive check box, the spell checker will point out words that should be in the upper case in your text chat.
3. Click OK to proceed.
4. Click Cancel to ignore the operation.
5. Click Apply to apply the configuration settings.

Use this option to configure the remote setup settings on your machine. As an operator, you can do a remote session using the default settings. However, you might require to speed up a remote session in certain circumstances. This option enables you to change the configuration settings for that remote setup based on your requirements.

1. Click Remote Setup in the Option Navigator. You see the Remote Setup window.

2. In the Remote Server group box, you see the Server Name. You cannot change this value.
3. In the Compression group box, specify the following details:
1. From the Compression Level drop-down list, select the level of compression you want. For example, Best. Your choice would impact the speed of the remote session. The more the compression, the faster the speed.
2. From the JPEG Compression drop-down list, select the type of compression you want for JPEG files. For example, Medium. In this case, the clarity of the remote desktop will be medium. Here also, the better the compression, the better the clarity.

Note: This will enable you to speed up the remote session.

4. In the Mouse Cursor group box, specify the following details:
1. Select the Track Mouse Cursor Locally radio button to select the cursor depicting the client’s cursor locally.
2. Select the Let remote Server deal with Mouse Cursor radio button to select the remote server’s default cursor depict the client’s cursor.
3. Select the Don’t Show Remote Cursor radio button if you do not want the client’s cursor to be displayed.
5. In the Mouse group box, specify the following details:
1. Select the Swap Mouse Buttons 1 and 2 check box to switch between the left and right mouse buttons. This is particularly useful if you are a left-hander using a right mouse or vice versa.
6. In the Display group box, specify the following details:
7. Select the Restrict Pixel to 8-bits (for Slow Networks) check box to speed up slow network connections. This reduces the size of the images and hence speeds up the remote session.
8. Select the View Only (Inputs Ignored) check box to view the client’s desktop without being able to add any input. If you select this check box, you can only view the actions taken by clients on their desktops, but you will not have any control over the client’s desktop.
9. Click OK to proceed.
10. Click Cancel to ignore the changes.
11. Click Apply to apply the configuration settings.

 

 

 

 

The Operator Console is what you, as an operator will use to interface with your clients, respond to their queries, and provide them support them as required. The Operator Console consists of 4 menus and 4 tabs.

The 4 menus are the File menu, the Tools menu, the Email menu and the Help menu. The tabs that you can work with are the Operators tab, the Queue List tab, the Browse List tab, and the Email tab. You can also access the Queue List and Browse List Tabs from the Tools Menu. Though the details you can view are the same in both, the tasks you can perform through the Tools Menu and through the tabs vary. This section will take you through the details of all the tasks and how you can perform these using the operator console.

To login to the Operator Console, double-click the Operator icon on your desktop or any other location where it is installed. You see the Livehelper Login window. Specify the following details to log into the Operator Console.

1. Enter your Company ID. This is the unique identifier associated with your organization that is provided to your Administrator at the time of signup.
2. Specify your Operator Name or select it from the drop-down list.
3. Enter your Password.
4. Select the Save Password check box to save your password. If you select this check box, you do not have to specify your password each time you log into the Operator Console.
5. Click Login to log into the Operator Console. You see the Operator Console. By default, the tab that is open is the Operator tab. The Operator Console consists of 4 menu options – the File menu, the Tools menu, the Email menu and the Help menu. The next section will take you through the details of each of these menu options and the tasks you can perform using the same.
6. Select the Auto Login check box to do an automatic login to the Operator Console at the time of startup. This means that whenever you log into your system, the Operator Console is automatically started and you are logged in.
7. Click Setup to go to the Operator Console Settings setup. See Setting up the Operator Console for more details.

The File menu consists of the Logoff and About options. To access the File menu, click File or use the shortcut key. 

Logoff….

Use this option to logoff from the Operator Console. To log off, do the following:

1.       Select Logoff…. Alternatively use the Alt+F4 shortcut keys to logoff.

2.       You see a message that asks you to confirm the logoff. Click Yes to logoff. You see the Livehelper Login window. Alternatively, click No if you do not want to logoff.

About….

Use this option to view details of Livehelper’s copyright and version information. In addition, you can also view the details of people involved in creating the product.

1. Select About…. You see the About Livehelper Operator Services window. This displays the Copyright, Version and URL information of Livehelper Operator Services.
2. Click Credits to view information about the people who made this product possible.

The Tools menu consists of the following options as shown. You will notice that the options Queue List and Browse List also are available as tabs. Although the details you view are the same, the tasks you can perform from both places vary. This section will take you through each of the Tools options and tell you how you can use them.

To access the tools menu, click Tools or use the short-cut key provided. Click on an item to select it. Alternatively, use the shortcut keys provided, if any.

Queue list …

The Queue List menu item enables you to view information about clients in the queue waiting to be attended. The details you can view are the same irrespective of whether you use the menu option or click the Queue List tab. However, you may be able to perform some extra actions from the Q List tab. This section will take you through the Queue List menu and the options available along with information about how to use these options.

1. To access the Queue List, click Tools and select Queue List. You see the Client Q List window.

2. The details you can view are the Name of the client, the amount of Time for which the client has been waiting for attendance, the Group to which the client wishes to communicate, the Type of the chat the customer wants to initiate, and the IP Address of the client.
3. Click on a client Name to select the client you want to chat with.
4. In the Client Q window, click Select Client to chat with the selected client.
5. In the Client Q window, click Browse to get information about the client. You see the Browse List window.
6. Click Close to close the Queue List.

Browse List…

The Browse List enables you to view details about clients visiting your web site.

1. Click Tools. Select Browse List. You see the Browse List window.

2. The details you can view are:
1. Page ID – this is the unique identifier of the web page that the client is currently browsing.
2. Client IP – this is the IP address of the client’s machine. If you see the Information icon next to this, you can right-click and select Get Info to get information about the client. You see the Notes about Client window.
3. Status – this is the status of the client. This could be Chatting, Browsing, Waiting, or Chat cancelled.
4. Operator – this column displays the name of the Operator with whom the Client is in a chat. Else, it displays none.
5. URL – this displays the URL of the page that the client is currently viewing.
6. Page Time – this displays the time that the client has spent on each page.
7. Total time – this is the total time for which the client has been on the web site.
8. Number of pages – this displays the total number of web pages the client has visited on your web site.
9. Browser type - this provides you the type of browser used by your client.
3. Click to select an entry in the Browse List. You can view the following details as Items and Values:
1. Internet Host – this is the name of the Internet Host Company that the client is using.
2. Group – this is the group with which the client wants to chat. This is dependant on the group mentioned in the tracker code for that Page.
3. Browser Version – this is the version of the browser that the client uses.
4. Platform – This is the platform or operating system the client is using.
5. Monitor resolution – the resolution of the client’s monitor
6. Screen Color Depth – the depth of the client’s screen color.
7. Language – the language used on the client’s machine.
8. Last visit: This displays the last visit of the client to your web site.
9. Last chat – this displays the last chat the client had with any of your operators.
10. URL – the URL of the page that the client is in is displayed here.
11. Page Referrer – this is the link from where the client came in for a chat.
12. Page Title – this displays the title of the page that the client is currently viewing.
4. Once you have selected an entry in the Browse List, you can also right-click to do the following:
1. Pull the Client – select this right-click option to pull a client for a chat. This option is available only on right-click from the Browse List tab.
2. View the Navigation Details of the Client, such as:

                                                               i.      Page ID: The Page ID that client has visited.

                                                             ii.      Document: The Document or the URL the visitor is currently viewing.

                                                            iii.      Referrer: It is the link from where your client has come into your web site.

                                                           iv.      Title: The title of the page, the client has opened.

                                                             v.      Time: The time that he has been there in each page.

3. Click Get Info to view the information other operators have specified about the client. This option is enabled only if there is any information about the client, and is indicated by an icon. You can see the following details:

                                                               i.      Operator – this is the name of the Operator who entered the information.

                                                             ii.      Time – this is the time at which the information was entered.

                                                            iii.      Select the Operator Name to view the Comments.

                                                           iv.      You can see the First Name, Last Name, E-mail Address and Contact Info of the client. Click Add to add more information. Click Close to close the window.

4. Select Set Temporary Flag to set a flag for a certain visitor to your web site. This is local to your machine. This is a toggle option. Once you set a flag, you can also click Remove Temporary Flag to remove the settings.
5. Operators with administrative privileges can use this option to use colors to identify visitors to their web site. Select Remember User and select a color from the dialog box to identify the visitor. This is also a toggle option. This means that you can also set the option to Do Not remember User if the user has been set to remember.

Note: When you use the Remember User option, all other operators will also view the same color set for the visitor. If the other operators do not have administrative privileges, they cannot remove the color settings.

6. Select Get Profile to get the profile of the visitor. You see the Profile window.
7. Click Copy to copy the entire Browse list details to a clipboard and save them for future reference.

Text Chat

The Text Chat menu option enables you as an Operator to chat with another Operator.

1. Click Tools. Select Text Chat. To conduct a text chat, do the following.
2. Select the Operator Name from the Operator tab. This is the operator with whom you want to chat. You see the Text Chat window.

3. Enter your message in the text box.
4. If you wish to, you can also use various fonts, colors, styles, and smileys in your message.
5. Click Send to send the message.

Voice Chat

This option enables you as an Operator to conduct a voice chat with another Operator or a visitor to your web site.

1. If you want to initiate a voice chat with an operator, click Tools. Select Voice Chat. You see the Voice Chat window. If a visitor to your web site initiates a voice chat, you will see

2. Use the slide bars to adjust the noise level to reduce the disturbance.

Note: that your visitors cannot adjust this noise level. You as an operator have to make the adjustments.

3. Use the Outgoing slide bar to adjust the volume levels for the speakers and microphones.
4. You can view the following details:

1. Name – this is the name of the operator calling.
2. Time – the time when the call was made.
3. Status – the status of the call.
4. Client IP – the IP address of the operator making the call.

5. Click Answer to answer the call.
6. Click Hold/Release to put the call on hold or release to release the call on hold.
7. Click Talk to talk to your caller. If you do not click this, your caller will not be able to hear you.
8. Click Transfer to transfer the call to another operator.
9. Click Text Voice to test the voice.
10. Click Browse to view the Browse List.
11. Click Disconnect to disconnect from the chat.
12. Click Close to close the dialog box.

Invite to Conference

This option enables you to invite other operators for a conference.

1.       Select the Operators whom you would like to invite for a conference and click Tools. Select Invite to Conference.

2.       You see the name of the Host. This is the name of the operator who is initiating the invitation.

3.       You see the names of all online operators for the group in the list on the left.

4.       Click on an operator name to select the operator you want to invite for a conference. Click Add>> to add the name of the operator to the conference list on the right. Click Add All >> to add the names of all the operators to the conference list.

5.       In the conference list on the right, select the name of the operator whom you want to remove from the conference. Click <<Remove to remove the operator. Click <<Remove All to remove all the operators from the conference list.

6.       In the Enter Conference Name text box, specify the name of the conference you want to initiate.

7.       In the Enter your Message text box, enter the message for the conference.

8.       Click Invite to send the invitation.

9.       Click Cancel to ignore the invitation.

Create Button

The Create Button option enables you to create buttons that you can use on your website. This option provides you an easy step-by-step wizard to create buttons on need basis. The advantage of having such buttons is that your clients can click these buttons to get in touch with you easily to seek assistance or start a chat. You can also use the tracking buttons to monitor the actions of your web site visitors. This option generates a JavaScript based on the type of button you choose. Copy this generated JavaScript and paste it on your web pages.

The wizard enables you to create six types of buttons.

1. Click Tools. Select Create Button. You see the Create Button wizard.

2. The first step towards creating a web button is to select the type of button you want to create. From the Button Preference group box, you can select one of the following formats:
1. Select the Default Button with Tracker radio button to create a web button with the default image and tracker code.
2. Select the Invisible Tracker radio button to create a tracker code without any visible web button.
3. Select the Customized Button with Tracker radio button to create a customized web button with tracker code. This enables you to select an image of your choice.
4. Select the Customized Button without Tracker radio button to create a customized web button without tracker code. This also enables you to select an image of your choice.
3. From the Script Preference group box, select the type of script you would like to use.
1. Select the Default EFAQ Button radio button to create a default EFaq button. When visitors to your web site click on this button, they can access the EFaq page, which enables them to search for questions and answers based on keywords.
2. Select the Form Sharing Script radio button to create a Form Sharing Script button. This is useful if visitors have problems filling out forms on your website. When visitors click on this button, they enable operators to access their machine and help them to fill the form.
4. Click Next to proceed to the next step in the wizard, which enables you to specify information about your company in the Company Info group box.

Note: Your Company ID is displayed by default and you cannot change it.

1. Select the Group for the button from the Group Name drop-down list. For example, Sales, Technical Support and so on. When your clients click this web button, only those logged in operators belonging to the selected group will receive calls. This option is disabled if you select the Invisible Tracker radio button.
2. In the Page ID text box, specify the page title on which you would like to place the web button. For example, Home, Help, Sales and so on.
4. Click Next to save the information and proceed.
5. Click Back to return to the previous step to make changes there.

Note: You can create only one web button at a time. If you require another web button repeat the steps as described above.

7. The next step that you will complete is based on the choice of buttons you made in the first step of the wizard.
1. If you selected the Customized Button with Tracker or the Customized Button without Tracker radio buttons, you will specify information to customize them.
2. If you selected the Default Button with Tracker or the Invisible Tracker radio buttons, you will see the last step of the wizard that enables you to view the generated JavaScript in the Static group box.
8. If you chose the any of the customized buttons, you see the step that enables you to choose if you want a text link or an image as a button. To make a choice, select the I would like to have plain text link radio button or I would like to choose button images radio button from the Static group box.
1. If you selected the I would like to have plain text link radio button, the Button Skin group box is disabled. Click Next to specify information about the text link. Click Back to return to the previous step to make changes there. In the Choose Link Font group box, clear the Default check box to enter the text for the link in Text Link. Select the Default check box to use the default text. Click Font to view the Font dialog box and choose your font settings. Click Next to continue. Click Back to return to the previous step to make changes there.
2. If you selected the I would like to choose button images radio button, the Button Skin group box is enabled. Enter the absolute path for the Online Image URL and Offline Image URL. Web site visitors can use these images to view the online or offline status of operators. Click Next to continue. Click Back to return to the previous step to make changes there.
9. The last step of the button wizard enables you to view the generated JavaScript, select it and paste it to the requisite area in your web site source code.

10. Click Copy All to copy the generated JavaScript to the clipboard and paste it on the source code of your website.
11. Click Finish to close the wizard.
12. Click Back to return to the previous step to make changes there.
13. Click Cancel to cancel the create button operation.

 

Change Password

The Change Password option enables operators to change their Operator Console login password.

1. Click Tools. Select Change Password. You see the Change Password window.

2. To change the password, specify the following information:
3. Enter your current password in Old Password.
4. Specify the New Password.
5. Re-enter your new password in Confirm Password.

Note: Your password must contain a minimum of 4 characters and a maximum of 16 characters.

6. Click Change to apply the new password.

Note:  The Administrator can modify your password if required, through the Admin panel on the web.

Operator Statistics

Use this option to view statistics of your Chat sessions. Note that this information is local to your machine. If you log into another machine with the same User Name and Password, the statistics you see there will be relevant to that machine alone.

1. Click Tools. Select Operator Statistics. You see the Operator Statistics window.

2. In the Chat Details Till Date group box, you can view chat details till the current date. You can view the following details:
1. Chats Handled From Date – this is the date from which the chat sessions are being monitored.
2. No. of Text Chats – this is the total number of text chats handled.
3. No. of Voice Chats – this is the total number of voice chats handled.
3. In the Current Session Statistics group box, you can view details of the current chat session. The details you can view are:
4. Login – this is the time at which you logged in to the current chat session.
5. No. of Text Chats Handled – this is the total number of text chats you handled in the current session.
6. No. of Voice Chats Handled – this is the total number of voice chats you handled in the current session.
7. No. of Text Chats in Progress – this is the total number of text chats in progress currently.
8. No. of Voice Chats in Progress – this is the total number of voice chats in progress currently.
9. Click OK to close the Operator Statistics window.
10. Click Reset to reset all the values to zero (0).

Change Default Message

The Change Default Message feature enables you to set, view or modify the Default Messages you use to greet your customers.

1. Click Tools. Select Change Default Message. You see the Default Messages window.

2. You can view the default message. Click Add to add a message. You see the Add Default Message window.

1. In the Type your Message here text box, specify the new message. Use the Preset Keys option to add Preset Keys or Smileys to your message. Click OK to add your message or click Cancel to ignore the add message operation.
2. Select the existing message and click Modify to make changes to the existing message. You see the Modify Default Message window. Make the necessary changes and click OK to save your changes. Click Cancel to ignore the changes you made.
3. Select the existing message and click Delete to delete the existing message.
4. Select the Send these messages whenever I get a New Client check box to send this message with all your future chats.

Refresh

Use this option to refresh the Operator tab to reflect the new status of the Operators in your company.

Click Tools. Select Refresh to view the latest status of Operators. Although the Operator Tab is refreshed periodically, this is useful if you want to view the latest status of operators.

Always On Top

Use this option to view the Operator Console window on top of all other windows that are currently open.

Click Tools. Select Always on Top.

Show only Online Operators

Use this option to view only those operators who are online for your company. Deselect this option to view all operators in your company irrespective of their online or offline status. You can view the list of these operators in the Operator Tab.

Click Tools. Select Show Only Online Operators. You see the list of online operators in the Operators Tab.

 

Display Internet Down Message

Use this option to receive an alert message each time your Internet connection is disconnected. To use this option:

Click Tools. Select Display Internet Down Message.

Show Admin Chat Window

Supervisors and managers can use this option to monitor chat sessions between clients and operators. You must have administrative privileges to be able to monitor chats.

1. From the Operator Tab, select the Operator whose chats you want to monitor.
2. Click Tools. Select Show Admin Chat Window. You see the Admin Chat window.

3. You can view the name of the visitor with whom the operator is chatting.
4. You can view the name of the operator whose chat you are monitoring in the Admin List.
5. Use the text box to add new messages and click Send to send the same.
6. You can also use the following menu options:
1. File – use this menu to save the chat, print the chat and exit the chat. Click Save to save the chat. Click Print to print the chat. Click Exit to exit the chat.
2. Edit – use this menu to copy and paste the chat contents to a clipboard. Click Copy to copy the text chat contents. Click Cut to cut the text chat contents. These options are enabled only if there is any content for cutting. Click Paste to paste the text chat contents to a clipboard. Click Select All to select all the contents of the text chat.
3. Messages – use this menu to add or remove preset messages or to select preset messages to add to the text chat.
4. Push – use this menu to push links to the visitor. You see the Push Links dialog. From the links, select the link that you want to push. You can also view the list of Already Pushed Links. From the Mode of Push group box, select New Window to open the link in a new window on the visitor’s machine or select the name of the Target Window to open the link on the target window. Click Push to push the link. Click Close to close the dialog.
5. Tools – use this menu to

Show Offline Messages

Super Administrative users have an option to send messages that could be offline or online. Use this option to view offline messages. These are messages that you received while you were not logged into the Operator Console.

1. Click Tools. Select Show Offline Messages. You see the Offline Messages window. The details you can view are:
1. Heading – the heading or subject of the message.
2. Message – the message text.
3. Received – the date and time on which the message was received.
2. Click OK to close the window.
3. Click Clear All to clear all the records of offline messages.

Note: If you are logged into the Operator Console when the Super Administrator sends an online message, you will receive an online message such as the one below:

Send Message to Operators

Use this option to send messages to all other operators. Note that you must have administrative privileges to use this option.

1. Click Tools. Select Send Message to Operators. You see the Send Message to Operators window.

2. Select the name of the operator from the list on the left. This is the operator to whom you want to send the message.
3. Click Add>> to add the operator to the list of selected operators. Click Add All>> to add all the operators to the list of selected operators. To remove an operator, select the name of the operator from the list of selected operators and click << Remove. Click <<Remove All to remove all the operators from the list.
4. In the Enter Header Text field, specify the subject of your message.
5. In the Enter your Message field, specify your message.
6. Click Send to send your message.
7. Click Cancel to ignore the message send operation,

Set Reminder

Use this option to set reminders for yourself.

1. Click Tools. Select Set Reminder. You see the Set Reminder window.

2. From the Reminder Options group box, select the radio button appropriate for you.
3. Select the Remind me whenever I login radio button to receive an alert whenever you login to the Operator Console.
4. Select the Remind me when I login next time radio button to receive an alert the next time you login to the Operator Console.
5. Select the Remind me after radio button to receive an alert after a time period that you specify. When you select this radio button, the drop-down list is enabled and you can select the time period after which you want to receive the reminder.
6. Click OK to apply the reminder settings. You will see the Reminder Dialog window when you receive the reminder. You can view the time at which the reminder was set, and the time of the last reminder. Select the Do not show this Dialog again check box to ensure that you do not want to see the same reminder again. Click OK to close the window.

7. Click Cancel to ignore the settings.

Status Bar in Chat Windows

Use this option to show or hide the status bar in chat windows.

Enable Mobile Integration

Use this option to enable integration with mobiles. You can use either of two options – Send only 1^st message and Send all the messages. If you select the Send only 1^st message option, only the first message will be sent to the mobile. If you select the Send all the messages, all the messages will be sent to the mobile.

Note: To use this option, your Administrator should have configured your Mobile ID and you should have configured your SMTP account.

As an operator, you have the option of managing your e-mails from the Operator Console itself. This is very similar to the Outlook Express application wherein you can manage all your e-mail accounts.

New Mail

Use this option to send e-mails from the Operator Console itself.

1. Click E-mails. Select New Mails.

2. Specify the To, CC and Bcc addresses as required.
3. Enter the Subject for the e-mail and type your message in the space provided.
4. Click the Attachments to browse and select an attachment.
5. Click the Copy, Cut, or Paste icons as required to copy, cut or paste information.
6. Click Undo to undo the previous step.
7. Click Send to send the mail.

Send and Receive Mails

Use this option to send e-mail from your POP3 account. Note that you can send and receive mails only from your POP3 account.

Click E-mail. Select Send and Receive Mails.

Add E-mail Signature

Use this feature to add an e-mail signature button onto e-mails you send. You cannot add an e-mail signature to mails you have received.

1. Click E-mail. Select Add E-mail Signature. You see the Insert e-mail Signature button window.

2. You can view the Company ID using which you have logged into the operator console. This cannot be edited.
3. Specify the Group Name, E-mail ID, and the Button code URL to customize the signature text.
4. Click Add to add your e-mail signature to the operator console. You see a message that informs you that the e-mail signature has been successfully installed. You also see an option that allows to you add the e-mail signature to your mail client such as Outlook Express.

Note: The e-mail signature is added to the main identity for the selected mail client.

Enable E-mail signature

Use this option to enable or disable the e-mail signature before you sending e-mails from the Operator Console. To do this, click E-mails. Select Enable E-mail Signature.

Show E-mail Alert window

Use this option to view your e-mail Alert window. Click E-mail. Select E-mail Alert Window. 

The details you can view are Group name, the Account name under which you have received the e-mails, the Number of E-mails in your Account and the Number of new E-mails that you have received.

The Help menu has the links to Livehelper’s FAQ page, the Admin page and Livehelper’s homepage. This allows the Operator to have easy access to Livehelper’s web pages.

FAQ Page

By clicking on this menu item a new browser window opens the FAQ page of Livehelper.

Admin Page

This menu item opens the Admin Page of Livehelper in a new browser window.

Livehelper.com

This menu item will help you to reach the Livehelper Home Page.

Audio setup Wizard

Use this option to test and set the microphone and speaker volume in the syetem.

The Operator Tab is the default tab of the Operator Console. This displays all the Operators in your company under various groups. As soon as you Login only Online Operators will be listed in this tab. If you would like to have all the Operators listed in this tab, navigate to Tools and select Show only Online Operators.

Here, you can view all the operators who have logged in using your Company ID, and the different groups they belong to. Within the brackets, you can view the number of operators who have logged in from the particular group and the total number of operators in that Group.

Select an operator name to select the operator and right-click to choose Text Chat to start a text chat with the selected operator.

Select an operator name to select the operator and right-click to choose Voice Chat to start a voice chat with the selected operator.

Select an operator name to select the operator and right-click to choose Start Monitoring or Stop Monitoring to start or stop monitoring the selected operator’s chat.

Click Queue List to navigate to the Queue List tab.

Click Browse List to navigate to the Browse List Tab.

Click Available on any of the chats – Text or Voice to make yourself unavailable.

 

 

 

Operator Availability

The images above show the various color schemes provided in order to identify the various modes that the operators are available on. That is, if the operator is:

• Available in both Text and Voice - Green
• Available in Text and busy in Voice - Blue
• Available in Voice and busy in Text - Yellow
• Busy in both Text and Voice – Red

 

The other option available in case of color schemes is when the feature of “Voice Chat” is disabled and only the “Text Chat” option is available. So if the operator is available then the color is shown as Green and in case the operator is busy it is shown as Red.

 

The Operator Tab is the default tab or the first tab in the Operator Console. This tab shows all the Operators in your company under various groups. As soon as you Login only Online Operators will be listed in this tab. If you would like to have all the Operators listed in this tab, then go to the Tools Menu and => Uncheck “Show only Online Operators”.

Here, you can view all the operators who have logged in using your Company ID, and the different groups they belong to. Within the brackets, you can view the number of operators who have logged in from the particular group and the total number of operators in that Group.

The Q List tab enables you to view information about clients in the queue waiting to be attended. The details you can view are the same irrespective of whether you use the Queue List menu option or use this tab. However, some of the actions you perform vary. This section will take you through the Q List tab and the options available along with information about how to use these options.

1. Click the Queue List tab. You see the Q List tab.

2. The details you can view are the Name of the client, the amount of Time for which the client has been waiting for attendance, the Group to which the client wishes to communicate, the Type of the chat the customer wants to initiate, and the IP Address of the client.
3. In the Q List tab, right-click on the client name and select Select Client to chat with the selected client.
4. In the Q List tab, right-click and select Browse to view the Browse List.
5. Right-click and select Queue List to view the Queue List in a new window. Alternatively, use the short-cut menu provided to view the Queue List in a new window.
6. Right-click and select Browse List to view the Browse List in a new window. Alternatively use the short-cut menu provided to view the Browse List in a new window.

1. The details you can view are:
1. Page ID – this is the unique identifier of the web page that the client is currently browsing.
2. Client IP – this is the IP address of the client’s machine. If you see the Information icon next to this, you can right-click and select Get Info to get information about the client. You see the Notes about Client window.
3. Status – this is the status of the client. This could be Chatting, Browsing, Waiting, or Chat cancelled.
4. Operator – this column displays the name of the Operator with whom the Client is in a chat. Else, it displays none.
5. URL – this displays the URL of the page that the client is currently viewing.
6. Page Time – this displays the time that the client has spent on each page.
7. Total time – this is the total time for which the client has been on the web site.
8. Number of pages – this displays the total number of web pages the client has visited on your web site.
9. Browser type - this provides you the type of browser used by your client.
2. Click to select an entry in the Browse List. You can view the following details as Items and Values:
1. Internet Host – this is the name of the Internet Host Company that the client is using.
2. Group – this is the group with which the client wants to chat. This is dependant on the group mentioned in the tracker code for that Page.
3. Browser Version – this is the version of the browser that the client uses.
4. Platform – This is the platform or operating system the client is using.
5. Monitor resolution – the resolution of the client’s monitor
6. Screen Color Depth – the depth of the client’s screen color.
7. Language – the language used on the client’s machine.
8. Last visit: This displays the last visit of the client to your web site.
9. Last chat – this displays the last chat the client had with any of your operators.
10. URL – the URL of the page that the client is in is displayed here.
11. Page Referrer – this is the link from where the client came in for a chat.
12. Page Title – this displays the title of the page that the client is currently viewing.
3. Once you have selected an entry in the Browse List, you can also right-click to do the following:
1. Pull the Client – select this right-click option to pull a client for a chat. This option is available only on right-click from the Browse List tab.
2. View the Browse List – select this to view the Browse List.
3. View the Q list – select this to view the Queue List.
4. View the Navigation Details of the Client, such as:

                                                               i.      Page ID: The Page ID that client has visited.

                                                             ii.      Document: The Document or the URL he is in at the moment.

                                                            iii.      Referrer: It is the link from where your client has come into the site.

                                                           iv.      Title: The title of the page, the client has opened.

                                                             v.      Time: The time that he has been there in each page.

Click Get Info to view the information other operators have specified about the client. This option is enabled only if there is any information about the client, and is indicated by an icon. You can see the following details:

                                                               i.      Operator – this is the name of the Operator who entered the information.

                                                             ii.      Time – this is the time at which the information was entered.

                                                            iii.      Select the Operator Name to view the Comments.

                                                           iv.      You can see the First Name, Last Name, E-mail Address and Contact Info of the client. Click Add to add more information. Click Close to close the window.

8. Select Set Temporary Flag to set a flag for a certain visitor to your web site. This is local to your machine. This is a toggle option. Once you set a flag, you can also click Remove Temporary Flag to remove the settings.
9. Operators with administrative privileges can use this option to use colors to identify visitors to their web site. Select Remember User and select a color from the dialog box to identify the visitor. This is also a toggle option. This means that you can also set the option to Do Not remember User if the user has been set to remember.

Note: When you use the Remember User option, all other operators will also view the same color set for the visitor. If the other operators do not have administrative privileges, they cannot remove the color settings.

10. Select Get Profile to get the profile of the visitor. You see the Profile window.
11. Click Copy to copy the entire Browse List details to a clipboard and save them for future reference.
12. Select Log off to log off from the Operator Console.

This feature allows the operator to manage their E-mails right from their Operator Console itself. Here, operators can view all the e-mails in the Inbox. They can also send e-mails from the Operator Console and view the Sent Items and the Outbox. (For more details refer E-Mail Tab Topic 6.3.3)

The images above show the various color schemes provided in order to identify the various modes that the operators are available on. That is, if the operator is:

• Available in both Text and Voice - Green
• Available in Text and busy in Voice - Blue
• Available in Voice and busy in Text - Yellow
• Busy in both Text and Voice – Red

 

The other option available in case of color schemes is when the feature of “Voice Chat” is disabled and only the “Text Chat” option is available. So if the operator is available then the color is shown as Green and in case the operator is busy it is shown as Red.

 

The Operator Tab is the default tab or the first tab in the Operator Console. This tab shows all the Operators in your company under various groups. As soon as you Login only Online Operators will be listed in this tab. If you would like to have all the Operators listed in this tab, then go to the Tools Menu and => Uncheck “Show only Online Operators”.

Here, you can view all the operators who have logged in using your Company ID, and the different groups they belong to. Within the brackets, you can view the number of operators who have logged in from the particular group and the total number of operators in that Group.

Tool Menu

When you right click on an Online Operators, this Tool Menu will appear.

In the Image above there are three Operators logged in, this is a screen shot taken from the machine where Jack is logged into the Operator Console, this is understood by checking out the Title of the window given as “Operator –Jack (Online)”.

Now in the screen shot above Operator Jack has right clicked on Operator Nancy who is the other operator, besides Rachael, who is Online at that point of time for this particular company.

The Menu lists various options such as “Text Chat”, “Voice Chat” etc.

Now clicking on “Text Chat” will initiated a Text Chat with Operator Nancy from Jack. This case holds good for Voice chat too. This is nothing but the Operator-to-Operator Text / Voice Chat.

The are other options are

·                  “Q” lists

·                  Browse lists

·                  Sign off

Clicking on “Q” list or Browse list options would open the “Q” list or the Browse list in separate window.

Q List

Browse List

Please refer to the “Q” list, Browse List topics for further details about the columns and the operations they perform.

Q List

The ‘Q’ List is a window wherein you could view all the Customers waiting to be attended. The Operator is allowed to Select Customers for a chat. Just right click on the Customers name and click on “Select Client” from the pop up menu. Also provided in the Q List is information about the time the Customer is pending in the ‘Q’ list, Group the client wants to chat with, the Time for which he/she has been in the Q List for and Type of Chat intended by the customer.

Browse List

The Browse List displays the following details:

·         Page Id: The ID of the Page that the Client is currently browsing.

·         Client IP: The Machine IP of the client who is on site.

·         Status: This displays the Status of the Client as whether he is currently Chatting, Browsing, Waiting or Chat cancelled.

·         Information: Here you can view the icon, which shows whether there is any information stored of that client by any of the operators.

·         Operator name: This column displays the name of the Operator with whom the Client is in chat with. Else, it displays none.

·         URL: This displays the URL of the page the client is currently in.

·         Page Time: This displays the time that the client has spent in each page.

·         Total time: It is the Time for which the Client has been on the site.

·         Number of pages: This shows the total number of web pages the client has visited on your website.

·         Browser type: This gives you the Browser version used by your client.

When you right click on a particular entry in the Browse list, you can view the following options- to Pull the Client, you can view the Browse List, the Q list, view the Navigation Details of the Client, Get Info about the Client and the option to Log off.

The following details can be viewed in the Navigation Details:

·         Page Id: The Page Ids that client has visited.

·         Document: The Document or the URL he is in at the moment.

·         Referrer: It is the link from where your client has come into the site.

·         Title: The title of the page, the client has opened.

·         Time: The time that he has been there in each page.

Once a particular entry in the Browse list has been highlighted the following details are   shown.

·         The Internet Host: This shows the Internet Host Company that the client is using.

·         Group: Depends on the Tracker code as to which group you have mentioned on that Page.

·         Browser version: This gives the version of the Browser that the client is using.

·         Platform: This displays which platform or operating system the client is using.

·         Last visit: This displays the last visit of the Client to your Website.

·         Last chat: This shows the last chat had with any operators of your site.

·         URL: The URL of the page that the client is in is displayed here.

·         Page Referrer: This refers to the link from where the client came in for a chat.

·         Page Title: This displays the title of the page where the client is in.

E-mail Option

This feature allows the operator to manage their E-mails right from their Operator Console itself. Here, operators can view all the e-mails in the Inbox. They can also send e-mails from the Operator Console and view the Sent Items and the Outbox. (For more details refer E-Mail Tab Topic 6.3.3)

                         

                         

The images above show the various color schemes provided in order to identify the various modes that the operators are available on. That is, if the operator is:

• Available in both Text and Voice - Green
• Available in Text and busy in Voice - Blue
• Available in Voice and busy in Text - Yellow
• Busy in both Text and Voice – Red

 

The other option available in case of color schemes is when the feature of “Voice Chat” is disabled and only the “Text Chat” option is available. So if the operator is available then the color is shown as Green and in case the operator is busy it is shown as Red.

This section will guide through the voice and text chat dialogs that you will encounter while you are in a text or voice chat with visitors to your web site.

You can have different types of text chats with your visitors. For example, visitors might click on a default button with tracker to get into a regular chat with you, or click the E-Faq button and seek an answer from you.

Regular Text Chat

1. Whenever a visitor to your web site enters a text chat that is routed to you, you see the Text Chat window.

 

2. You can use this window to type your message and send it. In addition, you also have the following menu options – File, Edit, Messages, Push, HTML and Tools.
3. In the text box, enter your message and click Send to send your message. You can also make your text message more interesting by using various fonts, sizes, colors and smileys. Apart from this, you can also use the various icons to perform various actions.

File Menu

Use this option to save, print or exit the text chat.

1. Click File to access the file menu.
2. Click Save to save the text chat.
3. Click Print to print the text chat.
4. Click Exit to exit the text chat.

Edit Menu

Use this option to select all, copy, cut and paste text chat contents to a clipboard.

1. Click Copy to copy the text chat contents. This option is enabled only if there is any content for copying.
2. Click Cut to cut the text chat contents. This option is enabled only if there is any content for cutting.
3. Click Paste to paste the text chat contents to a clipboard.
4. Click Select All to select all the contents of the text chat.

Messages Menu

Use this option to add or remove preset messages or to select preset messages to add to the text chat.

1. You can view the default message. Click Add/Remove to add or remove a message. You see the Add Default Message window.

 

1. In the Type your Message here text box, specify the new message. Use the Preset Keys option to add Preset Keys or Smileys to your message. Click OK to add your message or click Cancel to ignore the add message operation.
1. Select the existing message and click Modify to make changes to the existing message. You see the Modify Default Message window. Make the necessary changes and click OK to save your changes. Click Cancel to ignore the changes you made.
2. Select the existing message and click Delete to delete the existing message.
3. Select the Send these messages whenever I get a New Client check box to send this message with all your future chats.

Push Menu

Use this menu to add or remove push links to the visitor. You see the Push Links dialog.

1. From the links, select the link that you want to push.
2. You can also view the list of Already Pushed Links.
3. From the Mode of Push group box, select New Window to open the link in a new window on the visitor’s machine or select the name of the Target Window to open the link on the target window.
4. Click Push to push the link.
5. Click Close to close the dialog.

HTML

Use this option to send pre-defined HTML images to your clients. Click HTML. You see the list of HTML images. Select the image you want to send to your visitor.

Tools

Use this option to set the chat to default format or hide and show the status bar in the chat window. Click Tools. Select Set to Default Format to set the chat window to the default. Select Show Status Bar to view the status bar as part of the chat window. If you want to hide the status bar, select Hide Status Bar.

Text Chat Icons and their Significance

This section provides you information about the text chat icons and how you can use them.

How to Conduct a Remote Session

Use the remote session icon to start a remote session with your visitor. With this feature, you can access the visitor’s desktop and aid visitor to perform the actions they have a problem with.

1. On the Text Chat window, click the Remote icon.
2. You see an alert that asks you to confirm that you want to send the remote request. Click Yes to confirm or click No to cancel the remote request.
3. When you confirm the remote request, your visitor sees a message informing about the remote session.

4. The visitor must click Start Session for you to be able to start the remote session. You see the Remote screen.
5. Note that whatever actions you perform take place on the visitor’s machine. The visitor also has the prerogative to close a remote session by closing the window.

How to Transfer a Chat

Use this option to transfer a voice chat to another online operator.

1. Click the Transfer icon. You see the Transfer Chat window.
2. From the Operator List tree, you can see the list of online operators in hierarchical order. Select the name of the operator to whom you want to transfer the voice chat.
3. Enter a Message to the Operator. This could contain a reason for transferring the chat.
4. Click Transfer to transfer the chat. The operator to whom you are transferring the chat receives a message informing about the transfer. Click Accept to accept the transfer. Click Reject to reject the transfer.
5. Click Cancel to ignore the transfer operation.

How to Enter Information About the Visitor

Use this option to enter information about the visitor. This information is visible to other operators if they click the Information icon on the Browse List.

1. Click the Information icon. You see the Notes about client window.
2. Your name is specified by default if you are the Operator who entered the information.
3. The Time is also specified by default and is the time at which the information was entered.
4. Enter comments about the client in the Comments about this client text box.
5. Enter the First Name, Last Name, E-mail Address and Contact Info of the client.
6. Click Add to add the information.
7. Click Close to close the window.

How to do a Co-Browse

Use this option to do a co-browse session with your visitor. This is useful when you want the visitor to be synchronized with you while displaying information on a web page. Note that the co-browse feature is specific to a particular browser instance only and does not extend to the visitor’s desktop.

1. Click the Co-Browse icon to request a co-browse session.
2. Your visitor will view the following dialog:

3. The visitor will select the instance of Internet Explorer or Netscape Navigator that they want to synchronize.
4. Once the visitor has selected the instance for synchronizing, you see the Co-browse screen.

5. You can use this co-browse feature to Push web pages, Highlight text, Form Share, view the Synchronize Type – this could be Co-browse or Follow-me, and Exit Synchronization.
6. Select the Push menu to push web pages to the visitor. You see the Push dialog that enables you to select the pages you want to push, select the target window for viewing, view the URLs that you have already pushed and so on.
7. Select Highlight to highlight certain text you want the visitor to notice. You can further select the color for highlighting.

8. Select Form Share to conduct a form sharing session. Note that this is available to you only if you selected the form-sharing feature. You see the Form Share screen.

9. When you specify details in the form on your window, it is reflected in the visitors form as well.

How to Conduct a Follow-Me session

This is similar to the co-browse feature except that this involves a one-way sync. This implies that the visitor can view what you as an operator are doing. However, you will not be able to view the visitor’s actions.

1. Click the Follow-Me icon to conduct a follow-me session.
2. Your visitor sees the Select Instance window. Once the visitor has selected the instance for synchronizing, you see the Follow-me screen. This screen is similar to the co-brose screen and enables you to perform the same actions. These are Push web pages, Highlight text, Form Share, view the Synchronize Type – this could be Co-Browse or Follow-Me, and Exit Synchronization.

How to Push Pages

Use this menu to push links to the visitor.

1. Click the Push Links icon. You see the Push Links dialog.

2. From the links, select the link that you want to push.
3. You can also view the list of Already Pushed Links.
4. From the Mode of Push group box, select New Window to open the link in a new window on the visitor’s machine or select the name of the Target Window to open the link on the target window.
5. Click Push to push the link.
6. Click Close to close the dialog.

How to View User Profile

Use this option to view user profiles of the visitor. You can view Customer Info, Visit History, Chat History, Notes, and System Info details.

1. Click the User Profile icon. You see the User Profile window.

2. Click Customer Info to view information about the customer.
3. Click Visit History to view the customer’s visit history. You see a list of the history. Click a link to view more information about the selected visit.
4. Click Chat History to view information about the chats that the visitor initiated. You see the list of chats with details such as the Chat Link, Operator ID of the operator with whom the visitor chatted, the Time of the chat including the date. Click the Chat Link to view details of the chat.
5. Click Notes to view details of any notes made about the visitor. You can view the name of the Operator who entered the notes, and the Time at which the information was entered. Select the Operator Name to view the Comments. You can see the First Name, Last Name, E-mail Address and Contact Info of the client. Click Add to add more information.
6. Click System Info to view the visitor’s system information. You see the System Info window. You can see details such as Browser, JavaScript Version, Monitor Color Depth, Language and Domain.

 

E-Faq Answer Dialog

Whenever a visitor to your web site clicks on the E-FAQ button and conducts a search, they also receive an option to ask you, the operator, a question. The visitor can click on the link and ask you the question. If the visitor exercises this option, you receive an E-FAQ Answer Dialog.

On the other hand, if no operators are online, the visitor has an option to have an operator call back. If the visitor clicks this link, you as the operator receive a Call Request window.

Answer Dialog

1. In Question Asked by the Client you see the question as asked by the visitor.
2. In Enter you answer here, type in your response.
3. Select the I want to send additional information check box to send additional information to the visitor. If you select this option, the rest of the dialog is enabled.
4. In Enter the header, enter the header for the additional information.
5. Enter the URL to be linked in the space provided.
6. Enter the description for the information.
7. Select the group name from the drop-down list.
8. Click Send to send your response.

Call Request

1. You see the First Name and the Last Name of the visitor.
2. You see the Question Asked by the visitor.
3. You see the Phone Number and the Extension of the visitor.
4. You see the Call Time in which you must respond to the call.
5. Select the I want a reminder after check box to receive a reminder. In the now enabled drop-down list, select the time after which you want to receive a reminder.
6. If you set a reminder, you see the time when the reminder was set.
7. You see the Request Time of the call.