Articles Tagged ‘agent’

The agent desktop app do not go ONLINE

Case No # 1

If you sign in on the Support Panel desktop and the chat module doesn't change to online maybe you have a hosting configuration issue.

We found that the PHP configuration with a single php.ini file can cause a problems with the creation of the cookie between the Support Panel Desktop and the LiveHelp Server. The issue is related with the use of ~/ on the file paths.

hosting issue

Case No # 2

If you sign in on the Support Panel Desktop but the agent isn't Online maybe you have a configuration issue with the PHP.

Please follow the next steps provided by norton :

The sessions folder referenced by php was not where it was stated, so you to add two lines of code to the config.php file so its loaded on all pages.

session_save_path('/var/www/vhosts/mysite.com/httpdocs/session'); ini_set('session.gc_probability', 1);

Also make the folder 777

Agent mobile app push notification support (APN)

The Support Panel Mobile includes a powerful new feature the support of push notifications.

live chat session

This feature allow to be ONLINE on the Live Chat and get chat request and new messages even when the agent is not actively using the app.

How it work:

The operation of the mobile app is exactly the same, you need to go online and leave the app working. during the time the app can go down but this still alert of the notifications from your site.

live chat agent app

If a new visitor ask chat you will get the sound and visual alert, then you will start the connection of the app.

live chat agent app visitors track

Key Features:

Allow to be ONLINE without really be ONLINE on the Live Chat server ( Passive Mode).

Reduce server consumption and data plan on your cell.

Push Notifications app

Support Panel Mobile App for Android Phone and Tablet

  • Apple Store: Iphone and Ipad
  • Google Play Store: Phone and Tablet
  • Applications

    Customer communication simplified by a robust live chat agent application. The Support Panel is an intuitive and powerful app that allow regular users to maximize their potential and be like professional Live Chat agents.


    Support Panel Desktop for Windows and MAC

    A unique easy to use interface for monitor online visitors, multiple two-way conversations, proactive visitors engage and review chat history.

    portfolio

    portfolio

    portfolio

    Feature list

    Feature Feature Feature Feature
    Unlimited concurrent chats Manage multiples sites Visitor monitoring Live Chat history
    Chat transfer Chat between agents Pro-active invitations Pro-active messages
    Canned messages Offline messages Filter tracking by domain,country Geo location by map
    Spell checker RTL support Visual alert Sound alert
    Windows version Mac version Easy installation Multitasking support

    Stay in touch with your online visitors anytime anywhere using the mobile Live chat agent app. The Support Panel mobile for iOS and Android will help you chat with website visitors wherever you are.


    Support Panel Mobile for IOS

    A lighter live chat agent app available for Iphone and Ipad. Available through itunes store.

    portfolio

    portfolio

    portfolio


    Support Panel Mobile for Android

    A lighter live chat agent app available for Android phones and tablet. Available through Google Play store.

    portfolio

    portfolio

    portfolio

    Feature list

    feature feature feature feature
    Unlimited concurrent chats Manage multiples sites Push notifications support Visitor Monitoring
    Pro-active messages Pro-active invitations Visual alert Sound alert
    Multi-language support Easy installation Android app IOS app

    Desktop agent application Icon disappear from the windows taskbar

    This is a common issue that happen very often with the standard windows configuration, the support panel desktop working in background isn't available on the windows taskbar.

    By default Windows hides many of the applications from the taskbar and the user thinks that the application is not working but the application is working on background.

    Windows Taskbar

    Today many of the new computers come with a lot preinstalled applications and many of this are already placed on the taskbar, windows can't show all and hides many of this in order to gain space.

    The solution is very simple, you need to edit the windows taskbar configuration and set for the Support Panel Desktop the option ""Show Icon and notifications"", then you will see the icon of the Support Panel Desktop all the time that the application is working on background.

    How to change the setting for the taskbar can be different from Windows 7, 8 and 10, below you can find two different guides

    Windows Taskbar 7x,8.0 and 8.1
    Windows Taskbar 10

    How to sign in on the support panel desktop

    After end the agent setup you can sign in on the Support Panel desktop application.

    You can get the agent connection details through the Admin panel option "client info".

    Visitors

    Copy the login info for the selected agent.

    Info

    Finally you can start the Support Panel desktop application and copy the all the login info.

    Info

    Live Chat agent desktop application

    Engage your website visitors online in real-time. Send invitations and messages, answer quickly your visitors doubts and say hello to your future customers is on your hand with the Support Panel Desktop a Powerful Live Chat Agent Console.

    live chat agent console

    The Live Chat Agent Console is used by agents to interact with your website visitors and is called the Support Panel Desktop.

    The Support Panel Desktop ( Live Chat Agent Console ) is a powerful desktop application and is the center of the agent operation with the website visitors and is available for Windows and MAC.

    What's the agent can do with the Live Chat Agent Console (Support Panel Desktop):

  • Track the visitors steps in one or multiple websites.
  • Analyze the visitors behaviour.
  • Start a Live Chat session with one or multiples visitors.
  • Answer a live Chat request from one or multiples visitors.
  • Chat on real-time with one or mutiples visitors.
  • Push a web page link.
  • Push a web image.
  • Send a Link.
  • Read a previous chat session.
  • Read the visitors offline messages.
  • Chat with another Live Chat agents.
  • Transfer a Live Chat session to a different agent.
  • Share a chat session with another live chat agent.
  • Make your own pro-active chat messages.
  • Make your own pre-typed messages.
  • Make your own pre-typed links.
  • Make pre-typed messages by language.
  • Get spell checking by language.
  • Get sound notification when a new visitor arrives to the site.
  • End a live chat session anytime.
  • Exclude some visitors from the main visitors grid.
  • Main Features:

    The Support Panel Desktop includes a lot powerful features that can empower a simple person like an expert live chat agent. The Agent Console can be divided on three aspect like observation, analysis and proactivity.

    Observation

    The Live Chat agent console can track any moment the visitors steps in to one or multiple sites and know important information.

    Under the visitors grid the agent can arrange the visitors by three different factors:

  • Country : You can see anytime the visitors by the origin country.
  • Domain : You can see anytime the visitors arrange by the target domain, if you manage multiple domains this feature can be very handy.
  • General : You can see the visitors arrange by the time that each arrive to the site.
  • live chat real-time visitors

    Analysis

    With the Live Chat Agent Console you can research on real-time the visitors information and what their doing on the site. The application include some powerful options that can help the agent to understand the visitor behaviour.

  • Detailed visitor information : You can know some information about the visitor like the visitor country, city and region, the computer type and resolution and the entry point to your site.
  • live chat visitors detail

  • Visitor Exact Location : With the geolocation map you can place the visitor anytime on a map and know very closely their location.
  • live chat visitor location

  • Navigation : You can know on real-time the navigation behavior of any visitor, you can know if the visitor is looking a product description or entering a complaint on a contact form.
  • live chat visitor navigation

    Proactivity

    With all the information collected and analyzed by the agent they can take some pro-active actions.

  • Invitation : The agent can send anytime a pro-active chat invitation to a single visitor or all the visitors in order to start a chat session.
  • live chat pro-active options

  • Message : The agent can send anytime a pro-active chat message to a single visitor, the agent can write the message like a salutation or use a pre-typed messages.
  • live chat pro-active message

    With the pro-active options you can start to interact with your visitors and be more close to the customer in order to sell a product or offer a better support.

    System Requirements

  • Windows: Windows XP, Windows Server 2003, Windows Vista, Windows 7 , 8 , 8.1 , 10 (32 bit) and (64 bit).
  • MAC OS: Mac 10.5 and 10.6, Mac Lion , Yosemite.
  • Memory:According to the system requirements of the operating system.
  • Software : Adobe AIR Runtime
  • Internet Connection:Broadband
  • Disk Space:60MB
  • Live Chat agent mobile app

    Keep in touch with your website visitors is not only possible through the Agent Desktop console called the Support Panel Desktop, also is possible through an app for Android and IOS called the Support Panel Mobile.

    live chat session

    The Support Panel Mobile is a lite version of the desktop app that can be very helpful when you are moving all the time and want to keep in touch with your visitors and customers.

    What's the agent can do with the Live Chat Agent App (Support Panel Mobile):

  • Track the visitors steps in one or multiple websites.
  • Analyze the visitors behaviour.
  • Start a Live Chat session with one or multiples visitors.
  • Answer a live Chat request from one or multiples visitors.
  • Chat on real-time with one or mutiples visitors.
  • Transfer a Live Chat session to a different agent.
  • Push a web page link.
  • Send a pro-active invitation.
  • Send a pro-active message.
  • Main Features:

    The Support Panel Mobile is an app that help with the principal options of the Live Chat.

    live chat agent app

    Track Online Visitors :

    With the Support Panel Mobile you can track your visitors steps on one or multiples sites, remember the information is limited because is a mobile device and the consume of the data plan can affect your phone bill.

    live chat agent app visitors track

    Start a Chat Session:

    With the app you can accept one or multiple live chat session request from one or multiples sites.

    Chat with Online visitors:

    The Support Panel Desktop app allow to engage with your online visitors any time, you can chat with several visitors at the same time.

    live chat session

    Engage using proactive features:

    With the Support Panel Mobile you can start a chat by sending a proactive chat invitation or message anytime to the online visitors.

    Transfer a Live Chat Session:

    With the Mobile App you can transfer a outgoing live chat session with a different agent working on the desktop agent application or the mobile app.

    System Requirements

    The Support Panel Mobile is available for Android and IOS both for phones a tablet.

    Support Panel Mobile for Iphone and Ipad

    live chat agent console for iphone and ipad

    Support Panel Mobile App for Android Phone and Tablet

    live chat agent console for android

  • Apple Store: Iphone and Ipad
  • Google Play Store: Phone and Tablet
  • The application cannot be installed due to a certificate problem

    Due the update of the application certificate to SHA256 is necesary to uninstall the previus version before to install the newone.

    Solution

    Please follow the next steps to install the latest version.


    installation issue

    Windows

    1. Press the Windows logo on your keyboard or tap the icon on the screen.

    2. At the Start screen, tap and hold the Support Panel Desktop tile you want to uninstall.

    3. Tap the three dots at the lower right corner, select more options, and then uninstall.

    4. Install the new version of the Support Panel Desktop.


    Mac

    1. Click Applications.

    2. Drag the Support Panel Desktop from the Applications folder to the Trash (located at the end of the Dock).

    3. Empty Trash.

    4. Install the new version of the Support Panel Desktop.

    Visitors grouping and filtering

    The Support Panel Desktop can group and filter the visitors on the main grid.

    Grouping by Country
    This is one of the options to allow group the visitors information by a country value, now you can see your visitors grouping by their country location.
    The way to activate this option is very simple, under the configuration window, section General you can find the grouping options.

    Grid

    Grouping by Domain
    For multiple domain this option can be helpful, now you can see the visitors group by each of your domains.
    The way to activate this option is very simple, under the configuration window, section General you can find the grouping options.

    Grid

    Filtering
    This is a powerful new option that allow to remove visitors from your grid by using the visitor hostname/ip. This option is great to remove your own access from your site in order to see only real visitors.
    The way to activate this option is very simple, under the configuration window, section “general” you can find a option to add hostnames/ip in order to by filtering from the main grid.

    configuration