Handling multiple visitors
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Handling multiple visitors |
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Leading several chat sessions at a time When you are available for live help you can lead several chat sessions simultaneously. The number of communication sessions can be defined via Main Menu->Tools->System settings->General settings-> General->Maximum number of chats. Note: we recommend you keep 2-3 chat sessions per operator. The visitors who are communicating with the operator at the moment are displayed in the section 'My Communication'. Double-clicking on the necessary visitor's badge in the list opens the Visitor's profile. The profile opens at the 'Live Communication' section. To start a chat click on the When you end a chat session, you are prompted to talk to the next visitor from the queue. The 'Incoming chat request' dialog opens and you can accept the chat, decline it or put a visitor in the queue again. You can select a visitor from the queue in the 'Communication Queue' section to start a text or a voice chat yourself. You can also initiate communication with any visitor browsing the site at the moment from the 'Site Monitor' section. If there are more visitors who want to communicate, Sales-n-Stats system queues them up in the 'Communication Overview' section. You can see how long each visitor in the queue has been waiting ('In Queue') as well as view his badge ('Badge') and communication status ('Status').
If no operator is available, a visitor can either wait in the queue or leave a message which you see in the 'Message Queue' section. To find more information refer to the 'Visitors' offline messages' section in the chapter 'Offline Communication'. As soon as an operator is available, the system redirects the visitor who has been waiting longer than the others to 'My Communication' section. There can be only three visitors in 'My Communication' section at a time. You can communicate with all the three visitors simultaneously or communicate with just one visitor putting other chat sessions on hold. No matter what section of the Web control and communication center you may be in at the moment, you can keep an eye on the communication process with the help of the 'Communication Summary' panel located at the bottom of the screen. This panel shows how many chat sessions are in progress at the moment ('In Progress'), as well as how many messages, chats and calls are waiting to be answered ('Queues'). There are three Next buttons corresponding to chats, calls and messages. Clicking on a Next button opens the profile of the next visitor in the queue so the profile section 'Live Communication' is displayed. This section can be used to start communication with the visitor, answer a message posted by him or get detailed visitor information if necessary. In the 'Chat overview' section you see the messages of all the communication sessions you are leading. Click on the 'Site visitor' link to get to the 'Live Communication' tab of this Visitor's profile.
The 'Communication Summary' panel is displayed in the lower part of the screen and is visible from any section of the Web control and communication center. If necessary, it can be rolled up to a size of a small window displaying only the 'Queues' section. To minimize the panel, click on the downward arrow zoom button located on the splitter bar above the 'Communication Summary' panel.
To bring the 'Communication Summary' panel back to its normal size, click Open or click the window 'close' control. |
button. It can be either a text or a voice chat depending on what type of communication the visitor selected.
