You can sort the search results by clicking on the corresponding icon below each of the request's properties. Also, there are additional buttons on this screen available to the system Administrators when the search results are displayed:

• Use this option to export the search results to an Excel file.
•  Displays a printable version of the search results.
•  Use this option to delete the results found from the database.

 

The Monitor

The Live Help Monitor is the tool that your representatives use to accept incoming calls and track your site visitors in real-time. It is a pop-up window which looks for new incoming calls and displays them to the representative. To launch the Monitor, simply click on the "Monitor" button from the left menu and a pop-up window will appear. The representative can then minimize this window, if desired, and can leave this window minimized. It will maximize and alert him if an incoming call has been received and assigned to him. When an incoming support request is assigned, the representative will see the name of the customer, the Department that he wants to talk to and his request topic. By accepting the request, the representative will start a live chat session with the customer and a chat window will be opened. By denying the request, the request call will be transferred to another representative from the same department that the customer wants to reach.

 Visitor Tracking

From the buttons at the top, the visitor tracking can be opened or the representative taken back to the system or exit the monitor. The representative, will be able to invite any visitor to chat by clicking the "Invite" button in front of the visitor. The Visitor Monitor displays several information of the current users on your site as well as their current activity tagged with one of six colors:

• Green: User is browsing the site. You can proactively invite it to a chat.
• Yellow: User has requested a chat and is waiting for his assigned representative.
• Red: User requested a chat, but no one attended the call (all the representatives were busy).
• Blue: User is currently on a chat session.
• Gray: User has finished his chat session.
• Purple: This user doesn't want to be bothered with a proactive chat.

Representative's Chat Options

When a representative is on-line (the Monitor is turned on) and a new request is made by a customer, the Monitor will alert the representative about it so that he can accept the incoming request. When the Monitor is tuned on, the representative can just minimize the window and let it work on the background. When a new incoming request is detected, the monitor will alert the representative so that he can attend the request. Once a request is accepted, the representative's chat window is displayed.This window has been specially designed to provide your representatives with all the tools required to provide support quickly and easily.

When a support session begins, the representative has access to the following options:

• "Transfer Call" Drop Down Menu: Allows the representative to transfer the call to another department by selecting the department from the list. The departments listed are those departments that at least have a representative on-line. Next to each department name, is the total number of reps. available for that department. This list can be refreshed at any time by selecting the "Refresh List" option.
   
•  Used to write and send messages to the customer. Just type the message in the text box and click the "Say" button or load a canned response from the drop down list.
•  Allows the representative to send a command to the customer. He can select the command and type the message or URL to be used for the command (e.g. 'Push http://www.4SiteUSA.com').
•  Displays the canned files assigned to the representative. By selecting a canned file (Image or Push) the file or page will be sent to the customer.
•   Opens the 4 Site LiveHelp administration page.

 

The Departments Page

With the 4 Site LiveHelp system, you can have an unlimited number of registered Departments and users. The Departments screen can be accessed by clicking the Departments button from the left menu.

•  You can register a new Department by clicking the "Add New Dept." button

 

The Representatives Page

The 4 Site LiveHelp system lets you have an unlimited number of users for providing support on your site. You can assign any number of users to any department, so that they can provide support to their assigned departments. The Reps. Page lists all the available representatives along with their current status (online / offline). Only System Administrators will be able to edit and register new users. A Representative MUST be assigned to a department in order to receive incoming chat requests for that department.

•   To add a new rep, click on the "Register Rep" button.
•  You can access each user information by clicking on the representative's name or the View button.

 

The Canned Commands Page

By using Canned Commands, you can set predefined actions for better and faster interaction with your customers. The Canned Commands used by 4 Site LiveHelp are:

• Reply: A predefined message or reply.
• Push: Used to push files or URL's to the customer. A Push command will open a file or window to the customer during a session.
• Image: Displays an image to the customer.

•  This screen lists all your canned commands
•  To create a new Canned Command, click on the "Create New Can" button

 

The Configuration Page

The Configuration page allows you to set and configure your 4 Site LiveHelp System. The configuration settings define several properties that the 4 Site LiveHelp system needs for its proper operation. If you wish to make changes to these settings, please email the changes to your web designer.