How to use the control panel
The dashboard is our main interface for monitoring the site's visitors and managing chat dialog with our visitors. Each agent has his own user account where they can initiate chat conversation with the site's visitors, transfer chats, send public messages and many other options depending on his permissions. The dashboard is the first page the agent will view after logging in. This manual explains the component of the dashboard. To completely understand the chat process, visit Chat management.
The visitors list
After logging in, the agent can monitor the site's visitors and view details about them. Note that in order to view visitors which haven't been related to him yet, the agent has to display all visitors in the filtering module as explained in the filtering section. Each visitor is displayed by a "card" on the visitors list where you can view the following information:
|Information||Description||Example||Visiting page and visiting time||For each visitor the agent is able to see which page they are currently on (webpage title and department) and how long is his visit on this page and in the site.|
|Visitor's name and New visitor||Each visitor gets a unique serial name that can be changed later. If he is a new visitor and have never visited your site, he will be marked with a yellow star.|
|Visitor's status and messages number||The icon describes the visitor's status - whether he is on site (his chat is closed), opened the chat, writing or sent a message. The red bubble will indicate the number of unread messages. The last unread message will be displayed at the bottom of the card|
|Handling agent||If the visitor is related to an agent, you will see the agent's name on it's card. The colored stars describe whether the visitor is related to an agent, not related to anyone (in lobby) or blocked -You can see further information on the filtering section.|
|Visitor information||The plus button will open additional information regarding the visit.|
|Visitor details||When a visitor fills the contact form in the chat, the details will be displayed here. In addition the IP address and browser type are displayed.|
|Page visits||Here you can see which pages has the visitor visited on your site and where did they come from to your site.
If they came from a search engine such as "Google" you can also see their search words.
|Comments||Every agent can add their comments about the visitor here. These comments will be visible when the visitor returns to the site and only by the agents and manager.|
|Chat details||This section is relevant for websites using the chat to increase sales and not for technical support chat. Each agent can mark if the conversation was a success or not. He can also set the amount if a transaction occurred. These details will be displayed only to manager on the managers screen.|
|Former dialogs||All previous chat conversation with a returning visitor are displayed on his card. You can see the visit date and time as well as the actual messages.|
|Lead details||Only for customers registered to the lead system. When a visitor is sent by the agent as a lead and the agent saves his details in a dedicated form, these details are displayed in his card. This visitor will be marked by a green Lead icon.|
The chat window
The chat window is where you will send and receive messages. There is one window for each visitor. Every time the agent selects one of the visitors, their details are displayed in the chat window and you will be able to see the conversation. Beside sending a messages there are many actions the agent can do. To completely understand how it works, visit the page Chat management.
The system has different status for the site itself and for every agent. These statuses have entirely different purpose:
The website has two conditional statuses that determine whether the chat is Online or Offline. To set the site to be online, one of the agent has to tick "V" next to it on the website list on the dashboard. - note that only one of the agents has to change this status because it's universal.
The main value of each status:
- The chat bar on the site has an online icon
- All automated messages are active - The opening message and the delayed messages.
- Conversation routing is active - depending on the agent's availability.
- The chat bar on the site has an offline icon
- None of the automated messages will work. Instead there is a dedicated offline message that will be sent to visitors who open the chat.
- When a visitor writes a message he will get a contact form. His message and his contact form can be sent by Email to a designated address.
The agent status is rather different from the site status. Every agent has his own status which is automatically changing according to his availability and conversation limit. In the Agents management page, there is further explanation about conversation routing and agent availability. There are three conditional statuses to an agent:
|Online||The agent is online. He is logged to the system and available for new conversations. The next conversation will be related to him depending on the routing rules (explained on the Agents management page).|
|Unavailable||The agent is online but he is unavailable for new conversation. In this situation, new conversations will be directed to other available agents. If there are none, the visitor would enter a waiting queue and return to be routed once one of the agents return to be available. If this status is initiated when there are already active conversations, they will remain active. Moreover, the agent can manually take new conversations.|
|Offline||The agent is offline. This means he is not logged to his user account and can't converse with any visitors. If there are no other agents, the visitor would receive a contact form. If this status is initiated when there are already active conversations, the visitors who were in an active conversation with this agent will be disconnected and will be routed to another agent.|
In addition to the automatic status, the agent can simulate every status manually. For example he can set himself to be offline and still be logged to his account (for monitoring purpose). This manual status is saved for the agent and will stay the same for his next use. Under the sites list, the agent can see his name, opening sentence, personal image and status.
You can sort the visitors list by a pre-determined order.
Every operator will sort the list according to his type of work. For example, if he would like to view the most recent site visitors, he would set the sorting value to be "Browsing time". Other operator can sort the list according to number of messages so he won't miss any message - Every new unread message will bounce to the top of the list.
To sort the list click on the sorting button () in the top right corner of the list. The selection is saved in the operator's browser for the next visit. Note that with each click on the sorting button, the sort order will toggle (top to bottom and vice versa).
The sorting options:
- Unsorted - The list will fill randomly.
- Page - All the site's visitors will be divided into groups according to the pages the are on. The list will be sort according to the pages names (a-z or z-a).
- Browsing time - The list will be sorted according to the browsing time of the visitor meaning that the visitors just entered the site will be displayed in one end of the list while in the other end will be the ones that were in the site for the longest amount of time. This is a good sorting if you want to engage new visitors as soon as they enter the site.
- Number of messages - The visitors with the biggest number of unread messages will be displayed in one end of the list. This option is preferred on most of our users. Just make sure the messages bounce to the top of the list rather than the bottom end.
- Situation - The site's visitors will be divided into groups according to their status regarding the chat (whether they opened the chat, sent a message, writing etc.).
- My conversation at the top of the list - This option adds to the chosen value and doesn't effect it. The visitors related to the operator will be displayed first at the top of the list.
The black arrow points to the direction of the sort order. For example if you want the number of messages sorting to bounce messages to the top, the arrow should point upwards - ▲.
In addition to the sorting button, the sorting can be changed by clicking on the list's headings.
There are a few main filtering options:
- Filter the list according to the agents routing
- Filter the list according to the visitors situation (like the sorting)
- Filter the list according the site listed or the site's departments
Every operator can set his own filter which is saved in his browser for future visits.
The first filter, which hides or displays visitors according to their relation to the operators, depends on the permissions giving to every agent in the agents management. For example, some agents will be able to see all visitors and others won't be able to see any visitors other than the ones he is chatting with. In this filter, there is a multiple selection option so its possible to choose more than one of the following . Each relation status is marked with it's own star icon. You can also see those stars on the visitor's card.
Further explanation about the chat routing and operators can be found on the Agents management page.
Another filtering option is similar to the sorting option. It allows for example, to display only visitors with unread messages or only visitors with the chat window opened. You can select only one of the following options. The number of visitors fitting each value is displayed next to it:
- All visitors - All visitors currently browsing the site will be displayed
- The chat is open - All of the site's visitors are hidden except those with an open chat window
- Hide blocked visitors - Just like the first filter. If you select this option all hidden visitors will be hidden
- Unread messages - Only visitors that sent messages the operator haven't read yet
You can also filter the visitors list by their location - Display or hide certain sites (if there are more than one site registered) and display or hid certain departments (if there is any). An operator can choose to display only visitors currently viewing pages related to the chosen department. Notice that hiding departments does not remove the agent's availability in them. Further explanation about the departments can be found in the Departments and skills page.
The broadcast list
The broadcast list button at the top right of the list () provides the ability to send a public message to many visitors at once. This list is manual and only the agent can choose which visitor will join it. The agent can add visitors to the list according to his own conditions and send them his own message. By clicking on the actions button in the visitor's card, you can add him to the broadcast list. You can see the visitors in the broadcast list and remove them from it by clicking on the broadcast button.
Public message can be sent to the broadcast list and to other group of visitors. You can also disable this option for some agents. More explanation regarding the public message can be found in the chat management page.