SightMax Operator Console, Version 5.1

eweber — Wed, 16 Apr 2008 14:03:10 GMT

New Features in SightMax 5.1

eyeQ - eyeQ is our new chat monitoring and thresholding technology designed for "at a glance' decision making. At a quick glance of either the Supervisor Chat Panel or the My Chats Panel, the operator or supervisor can instantly gauge the performance and responses of the chat system. We've devised a color scheme system which displays certain colors for newly arriving chats, active chats, chat transfers and ended chats. There are three levels of color monitoring for new chats and active chats. If you glance at the console and see a sea of red, you would instantly know that your chats haven't been answered in 20 seconds. Additionally, if the operator doesn't respond back to a visitor with the allotted threshold times, you will be flagged with different colors as well.

Supervisory Chat Panel - Based on feedback from a few of our select enterprise level call centers, we've redesigned the Chats Panel to handle and manage a much higher volume of chats in 5.1. New additions include (1) the ability to "drill" down from the Master Account which allows viewing all chats under the account (2) Site Level which shows all chats for given site, (3) Queue Level, shows all chats within a given queue, and finally, (4) Operator Level, whereby you click on the operator name and only see the chats for the given operator. Each chat displayed is routed and displayed with our new eyeQ technology.

Status Bar - We've added a new status bar to the bottom left of the operator console. The status bar displays the following:

Total Chat Requests: All unanswered, pending chats.
Total Active Chats: Total number of chats currently within the system.
My Chats: Total number of chats that you are currently in.
Total Visitors: Total number of visitors currently on sites within the account.
Filtered Visitors: If you set the operator console to view a selected site, filtered visitors will only show the number of visitors for the selected site.

Operator Status and Quick Access Filtering - We've added several new buttons to the Ribbon Bar to allow the operator greater control. Filters include, changing the "Operator Status", Filtering offline operators, Filtering the visitor panel to only list your current chats or all chats within the system.

New Visitor Chat Window - We've redesigned the visitor chat window to allow for much easier customization. Each element, chat.aspx, prechatsurvey.aspx and waitingforoperator.aspx has an accompanying CSS file.

AJAX Powered Visitor Chat Window - Our new AJAX powered chat window eliminates some behind the scenes updating and allowed us to enable new features such as SmartQueue and the Position in Line indicator. By utilizing AJAX technology, we will be able to add additional new features much more easily.

SmartChat On-the-Fly Auto Language Translation - With SmartChat, operators can intelligently speak the language of the visitor. Once the visitor language is identified, the operator chats in their own native language and the text sent back to the vistor will be automatically converted to the visitors native language. For example, if the visitor is chatting in French, but the operator only speaks english, the operator simply chooses "French" and everything that is typed in english gets automatically translated to French for the visitor. See sample below:

Dragos 8:51:24 AM SightMax Installable for 2 Operators is $299.
SightMax Installable pour 2 opérateurs est de $ 299.

Dragos 8:51:44 AM It is a one time fee, and you won't have any monthly fees.
Il est une fois des honoraires, et vous n'aurez aucun frais mensuels.

Visitor 8:52:10 AM C'est parfait. Merci beaucoup pour vos réponses.
It's perfect. Thank you very much for your answers.

Visitor 8:52:17 AM us recontacterai surement
Recontact us surely

(Supported Languages include: Spanish, French, Italian, Portugese, German, Russian, Chinese, Japanese)

SmartQueue (Ability for the visitor to pick from a list of queues, with status of each queue) - Visitors can now select from a list of queues at the click of a single chat button. With SmartQueue, visitors can choose the desired queue either from a drop down list or radio buttons. Each queue shows the status (offline/online), plus each dynamically generated prechat survey for the given queue... all from a single chat window (see admin guide for implementation).

Additional SmartQueue Features:

Added query string to allow for multiple SmartQueue selection - As part of the SmartQueue feature, the administrator can selectively choose which queues show up in the selection dropdown/radio buttons from which the visitor can select.

Added the ability to customize the PreChat, PostChat, and Offline Banners in the CustomVis.xml

Position in Queue Notifications while waiting on chats - One of the advantages of our new AJAX Powered Chat Window is the ability to dynamically display the position that the visitor is "in queue". When a visitor invokes the chat, the waiting screen now shows their waiting position in line for that queue, i.e., "You are number 3 in queue" (see admin guide for implementation).

iMaximo (optional) - Industry First! Full SightMax Mobile Operator Console for the Apple iPhone. Written for WEB 2.0, features include complete Visitor Monitoring with Geo-Location, Co-Browse and Chat. Also included in iMaximo are our industry first Coaching and Joining of live chats, plus chat transfers and historical chat lookups; iMaximo even includes our SmartChat language translation. Additionally, our Web 2.0 implementation allows iMaximo to run on Apple MAC's and Windows PC's using browsers with full DOM2 compatibility including Apple Safari 3.0+, Firefox and Opera 9.0+ browsers (see www.sightmax.com for more details)

SightMaxMobile (Windows Mobile 5.0/6.0, optional) - The first of its kind. SightMaxMobile is a fully featured live chat operator console designed for Windows Mobile 5 Professional and WM6 Professional. SightMaxMobile allows you to login from your mobile device and view your website traffic in realtime, answer chat requests, join other chats and coach a chat in a supervisory mode. We even added the ability to Co-Browse your visitors. Visit SightMax.com for product details.

Operator Generated Dynamic Text Invites - Operators can now send custom text invites to visitors on the site. From the operator console, simply right click on a visitor and select "Text Invite", whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. Now you can pop up messages such as "Hi Bob, welcome back, if you place your order today, we can give you 10% off, click here to take advantage of these savings!".

Added label to identify which operator sent a text invite - When sending text invites, all operators see who was invited and which operator sent the invitation.

Added Operator ability to push session when not in chat - This feature adds the ability to push the visitor to pages within the site, even when they are not "engaged" in a live chat.

Added PostChat Surveys - Now you can create post chat surveys to gauge operator performance or any other type of visitor polling. Post chat surveys are configured just like our Pre-Chat surveys, with our WYSIWYG editor. Simply define your questions from list of field types and hit save! Post chat surveys are emailed to the queue administrator, as well as showing up in historical chat transcripts for retrieval at any time.

Added "Email Transcript" Option to PostChat Surveys - If the visitor doesn't select "Email Transcript" in the Pre-Chat Survey, they now have another option to have one emailed at the end of the chat via the PostChat Survey.

Added time stamps to Operator Console - We have added time stamps to the operator console as well as the database for historical retrieval and auditing. Time stamps are shown down to the second time intervals.

Host Name Field displays Friendly Chat Name - If a visitor has previously chatted and they return to the site, the operator will see their chat name rather than a cryptic host hame, for instance, instead of showing
amh-ded-rcautomation.dsl.airstreamcomm.net, the returning visitor would be displayed as "Bob Smith".

Corrected storage of Geolocation in the database - Location data was incorrectly stored in the database for the visitor.

Chats with double byte characters are now stored properly in the database - Previously, double byte chat transcripts were not stored correctly into the database.

Operator Chat Area Resizable - Operators can now resize the area in which they type by grabbing the resizable splitter bar.

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SightMax Operator Console, Version 5.1