LPAC Agent CONSOLE Agent Guide. Version 2.0

Transcription

1 LPAC Agent CONSOLE Agent Guide Version 2.0

2 Table of Contents Contents LOGGING IN... 3 SETTINGS... 4 General tab... 4 Chat tab... 5 Sounds tab... 6 Language tab... 7 AGENT CONSOLE OVERVIEW... 8 Visitor Queue... 9 Chat Dialogue Area Information Area Information Area - History Information Area - Page Viewer Information Area - Navigation FUNCTIONALITY Sending a link Canned Responses Transfer a chat Reassign Chat Stop Chat Short cuts Agent Guide Page 2

3 LOGGING IN 1. Access your Agent Console using the URL below: 2. Log in window LP Number LivePerson Site ID number provided by your manager User Personal User ID provided by your manager Password Password provided by your manager (you may be prompted to your password upon your first login) Agent Guide Page 3

4 SETTINGS General tab The first time you access the Agent Console, you should audit your settings to ensure they are set correctly. The Initial Status After Login should be set to Away. Agent Guide Page 4

5 Chat tab The first three optoins under the Chat tab should have the Yes radio button selected. The last option should have the No radio button selected Agent Guide Page 5

6 Sounds tab Sound wave files are preloaded into the Operator Console. If your computer is equipped with speakers and a sound card the audio alerts will help you manage your queue and provide a better chat experience for you and your customer. For all sounds you would like enabled, confirm the default radio button is selected New Visitor Entered the Site should be disabled (none selected) Agent Guide Page 6

7 Language tab The Agent console defaults to the English language and offers a Spell Check for the chat workspace. You can select another language to view the Agent Console in, however, there is not a built in translator If a word is misspelled or not recognized by the pre-loaded dictionary, you will notice a red underline beneath the word in question. Agent Guide Page 7

8 AGENT CONSOLE OVERVIEW Options will be illuminated if they are available based on your individual permissions *Add Visitor Queue, Chat Dialogue, Information Agent Guide Page 8

9 Visitor Queue a b d f c e g The Visitor Queue Area displays chats you are currently involved with. a. Respond to Next Makes the chat with the longest wait time active b. History Alerts you to past chat history with visitor c. Country Country in which visitor resides d. Contact ID Either visitor name (If provided) or IP address e. Skill Skill visitor arrived to agent in. f. Operator Survey Chat disposition log g. State Displays if you are chatting with a visitor Agent Guide Page 9

10 Visitor Queue i k m h j l n h. Operator Agent engaged with that individual chat session i. Current Page Page visitor is currently viewing j. Time in Site How long the visitor has been on the company site k. Duration How long visitor has been chatting l. Wait time How long it took for visitor to be connected to an agent m. Start time Start time of the chat conversation n. Number of pages How many pages the visitor have viewed on the company site Agent Guide Page 10

11 Chat Dialogue Area a c e b d f g a. Transfer Allows you to transfer to another available agent or skill group b. Stop Chat Ends the active chat c. History displays historical chat information about the visitor if available (will only be illuminated if history is available) d. Push Page Allows you to send a link as well as provide an explanation of the link being sent. e. Send HTML Used by LP Developers (not recommended) f. Canned Responses Prewritten repetitive/required responses g. Send Once you type your response click send to deliver to visitor Agent Guide Page 11

12 Information Area The Information Area gives you additional information about your visitor from geographic location to previous chat transcripts. In addition to visitor information, you also complete the Operator Survey in this section of the Operator Console. Certain tabs such as the History tab will only appear if history is available for the visitor. - Visitor Info provides geographic and ISP information - Session Info gives information about the current session such as operator, current state and session duration - Pre-Chat survey shows the entries provided by the visitor (additional survey info shows if available) - Custom variables will show any specific information requested by your company Agent Guide Page 12

13 Information Area - History By clicking on the number next to each entry you will be given additional information including: - Chat transcripts - Navigation history - All survey entries (Operator, Pre-chat and Exit surveys) Agent Guide Page 13

14 Information Area - Page Viewer The page viewer shows you the history or footprint to where a customer has been on your site including: Day and time of visit Title of page visited Web address (URL) of page visited Web address (URL) of page visited prior to current page Agent Guide Page 14

15 Information Area - Navigation The Navigation tab lists a clickable URL for each page visited on your company s website. By double clicking on any of the links, a browser window will open on your desktop allowing you to view the webpage. Note you are viewing a separate link to the webpage, not the customer s actual computer screen. Agent Guide Page 15

16 FUNCTIONALITY Sending a link By selecting the Push Page icon in the Chat Dialogue area you will be given the option to send an internal or external link to the visitor. Step 1. Ask or inform the customer that you will be sending them a link. Step 2. In the URL field, type the web address of the link Step 3. In the Link Text field, type a descriptive line of text about the destination of the link. Step 4. Confirm with the customer if they were able to access the link. Agent Guide Page 16

17 Canned Responses Canned responses are created to reduce the amount of time it takes to respond to a visitor. Canned responses can also be used for regulatory type responses that require specific verbiage. a b c d A Hot Key is a combination of a function key and a letter designed to automate the delivery of a certain canned response. By using the keys in unison the associated canned response will be delivered to the visitor e f Use of Hot Keys will not allow you to edit a canned response before it is delivered to the visitor. g h a. Canned Response menu selection b. Any word typed into the look for field that is located in a Canned Response will become bolded c. Use the up and down arrows to scroll through search results d. Send a Canned Response without edits e. Add a Canned response to the chat response field without sending to the customer f. Closes canned response window g. Preview of selected Canned Response h. When checked you will have to manually close the Canned Response window Agent Guide Page 17

18 Transfer a chat a b a b b b b b a. Transfer menu selection b. Transfer tab (Select this tab to transfer to a particular agent) c. Available operators to transfer to d. Transfer to operator current status e. Transfer to operator current number of active chats f. Transfer to operator max number or allowable chats g. Transfer to operator current permission level h. Private message dialogue box (only visible to receiving agent) Agent Guide Page 18

19 Reassign Chat a b c d e f a. Transfer menu selection b. Reassign tab (Select this tab to transfer to a skill group) c. Skill currently available for transfer d. Number of operators logged into skill e. Number of operators currently online in that skill f. Private message dialogue box (only visible to receiving agent) Agent Guide Page 19

20 Stop Chat Under preferences, if you chose to be notified before ending a chat, your experience is illustrated below. a b a. Stop chat menu selection b. Warning prompt confirming your desire to end the chat session Agent Guide Page 20

21 Short cuts Short Cut Results F2 F3 F4 Tab Key Accepts next chat in queue Takes you to the visitor waiting longest for a response from you Opens the Canned Responses When added to a Hot Key, the Tab key will place the canned response into the dialogue area for editing prior to sending text to the visitor Agent Guide Page 21