Support Panel Console Multi-Platform User Guide

Ver. 4.5

1. Sign in

The agent login process in LiveHelp server is very simple; you only need to enter the

login information which is available in the "Client Info" in the admin panel in joomla,

Wordpress or Drupal in the Manage Agents section.

The following information is required to start the session:

Server : The address where the LiveHelp server is installed.

Path : Path where the LiveHelp server is installed. Keep in mind that the path varies from

Joomla to WordPress.

Account : The current setting is default.

Login : The login defined in during the configuration of each agent.

Password: The password defined assigned to the agent in the extension’s administrative panel.

Sign in configuration options:

Try to reconnect when lose the connection: This option allows the Support Panel to

automatically reconnect after loss of connection to the LiveHelp Server.

Skip this dialog for the next login: This option makes the login process easier once the agent has

initially entered the log in information. If this option is enabled, the program will start

automatically, without the needs to manually sign in.

Save Password: This option allows the agent to store the password so that it is not necessary to

enter each time a new session is started. The password is encrypted when stored.

2. Main Toolbar

The main options for the Support Panel main menu are described below:

Agent Status: This allows you to change the availability status of the agent. The system has

various status options, such as Online, Offline, BRB, Away, and Invisible.

Configuration: With this option, the Support Panel main configuration options can be accessed.

Start/Stop Tracking: With this option, an agent can start or stop the tracking that is received

from the LiveHelp server. Keep in mind that if tracking is turned on all the time, this can

considerably increase the use of hosting account resources.

Invite all: With this option, an agent can send an invitation to all visitors active on the Internet

site.

Pre typed: Using this option, the Pre-typed Messages and links configuration interface can

started and organized by language.

Change Language: This option allows the agent to change the program language. Currently

these four options are available: English, Spanish, Portuguese and French. The default language

is English.

About Us: This displays the product information, including the version number.

Log out: This option allows the agent to log out and gives the option of starting the program

with different login credentials.

3. Tracking

The tracking option can be found at the top of the Support Panel. Using this option, it is

possible to see active visitors to your internet sites in real time.

In the tracking view, the following information of each visitor is visible:

Hostname/IP: This field displays the hostname used by the visitor to access the internet.

# Pages: This field displays the number of pages visited by the visitor on the site.

State: This field displays the state of the site. The states available are: Browsing, Waiting, or Attended.

Title Page: This field displays the title of the page that the visitor is currently using.

Current Page: This field displays the URL of the page that the visitor is currently using.

Time on Page: This field displays the total amount of time that the visitor has spent on your site.

Time on Site: This field displays the amount of time that the visitor has spent on the site. 

If the agent clicks on any of the visitors in the tracking view, the program will display detailed

information about the visitor below.

4. Agents and Visitors Tree View

The Agent and Visitor view is one of the most important areas of the Support Panel because

this is where we can accept a visitor who is waiting for chat or transfer the visitor to another

agent. This is also where the agent status is displayed as well as those visitors who are in chat.

Agents: The agent node displays all online agents that are in the same department at any given

time.

Online: The online node displays all visitors who are currently in chat with the agent.

Pending: The Pending node displays all the visitors that are waiting to chat with an agent.

Double clicking on the name of an agent accepts the visitor.

After the visitor is accepted, they appear under the online node and a chat window opens

with the corresponding name of the visitor.

Transferred : The transferred node displays all the visitors that have been transferred to

another agent.

To transfer to an agent, right click on the name of the visitor which will open a menu with a list

of all available agents for transfer.

5. Chat Window

Once an agent accepts a visitor, a chat window will open which controls the flow of information

between the visitor and the agent.

An agent can have more than one chat window open at a time, allowing the agent to attend to

more than one visitor simultaneously. The main chat options are:

Push Page: This option sends a link to a page which will automatically open in the browser

window that the visitor currently has open.

Send HTML: this option sends an HTML code to the visitor which will appear in the visitor’s

chat window.

Send JavaScript: This option sends a JavaScript code which will be executed in the chat window, such as a JavaScript alert.

Send Image: This option sends an image that will open in the visitor’s chat window. Remember

that it is necessary to send the complete link to the image.

Send Link: This option sends a link which will appear in the chat window. If a visitor clicks this

link, it will open in a new tab or window

View Profile: This option allows the user to Access detailed information about the visitor in the

information window to the right of the chat window.

Send Email: This sends an email directly to the visitor without having to leave the Support

Panel. If the visitor enters their e-mail address at the beginning of the chat request, it will

automatically appear in the sent email window.

Kill Session: This option ends a session with a visitor without notice. This option is designed to

terminate chat when the visitor is rude or simply joining the chat as a joke.

Close: This option closes the chat window after the chat has ended.

The agent also has several additional options to send emoticons and pre-typed messages to

visitors.

Smiles: At the bottom of the chat window, there is a list of emoticons that the agent can send

to the visitor.

Pre-written messages: There are also two selection options which control the pre-written

messages. The first option is the language. Currently, the agent can sort the pre-written

messages by language. This way an agent can manage multiple languages and use pre-written

messages to make chat easier for each language.

The first step to send a pre-written message is to select the language, then all the pre-written

messages for that language will be displayed below and the agent can choose the appropriate

message from the list.

The pre-written messages are the best option to rapidly reply to a visitor.

Pre-written messages can be created or edited through the pre-written messages configuration

found in the main menu.

6. Visitor Information

The information area is found at the bottom of the Support Panel. Here, the agent can

access the entire visitor’s information such as chat transcripts and offline messages.

Visitor information tab: In the visitor’s information tab, the visitor’s detailed information is

displayed, beginning with Country, Region and City, referral information and status.

In the detailed information area, there is an option to send a proactive invitation to the

visitor.

With information from the web and GPS technology, Google maps can generate a map of

the visitor’s location.

Navigation Tab: As part of the detailed information, the Support Panel shows all the places

that the visitor has been on the site.

Page Viewer Tab: Another available option is the Page Viewer, which opens inside the URL

like those that can be found in the referrer.

7. Transcriptions

In the lower area, the Transcription tab can be found. This tab allows the agent to all the

chat history available on the system. To Access this system, the agent must have global

permission.

There are three filters to Access the chat history:

Transcription ID : If the visitor gives the agent a transcription ID, the agent will be able to

Access this chat directly.

Email : Another option to Access a chat history is by e-mail. If the visitor uses the same

e-mail every time a chat is started, an agent can Access the entire chat history using their

e-mail.

Period : The last option to Access the chat history is by filter the chat history by date, which

displays all chat history for the period chosen by the agent.

The date periods available are: Today, Yesterday, Last 7 days, Last Month, Last Three

Months, Last Six Months.

8. Offline Messages

In this section, the agent can Access all the offline messages that have been left on the site when there are no agents online.

The agent can also mark the message as read so as not to unnecessarily reopen the

message.

9. Pre Typed Messages

The message settings option lets you create pre-written messages according to category

and sorted by language to be used by agents at any time.

The Pre-typed Messages Main Menu is as follows:

Add Category: Categories can be created to organize messages.

Add Message : This option allows you to add a message, keep in mind that you must first

create and select a category.

Update Category/Message : This option lets you edit a previously created category or

message.

Delete Category/Message : This option allows you to delete a previously created message or

category.

Export : This option allow to export the file with the messages in order to be uploaded in

other agent installation.

Import : this option allow to import a pre typed messages file from another desktop app

installation or backup installation.

Keep in mind that messages must be created for each language. Therefore an agent that

operates in multiple languages may have completely different messages.

9.1 Pre typed Links

The links option lets you create pre-written links in order to be used on the push and send

link options available on the chat window view.

10. Configuration

The Support Panel configuration option lets the user define update time of tracking and

chat, as well as alerts and notifications.

Visitor Tracking : Control the update frequency that the system updates the trafficking

information of visitors.

User Interval : Control the update frequency of visitors and agents that are waiting for chat.

Chat Interval : Control the update frequency of messages during a chat session.

Auto Start : This allows the user to define whether the program starts automatically at startup.

Keep in mind that the update time can affect resource consumption.

The Alerts section controls how the Support Panel alerts the agent to new visitors.

Sound alert on new Chat Request: This controls the alert sound when a visitor is waiting to

initiate a chat session.

Sound alert when new chat message has arrived: This option controls the alert sound that

plays when a message arrives during an existing chat session.

Show alert notifications of new visitors: This controls the visual alerts that display when a new

visitor enters the site.

Sound alert when new visitor has arrived: This option controls the alert sound that plays when

a new visitor arrives to the site, by default this option is OFF.

Disable Tracking: This option allow to set OFF the tracking refresh on the app in order to reduce

the access to the LiveHelp Server.

Default Language: This option allow to set the language by default for the desktop app.

Skin: This option allow to set the a default skin for the desktop app. By default the app works

with the “black” skin but the agent can set a different skin like:

Ivory Skin :