SightMax version 6.0 is the latest release by SmartMax Software Inc. With bleeding edge developmental
technologies this release reveals extensive enhancements enabling six focus areas; brand new business rules
and trigger functionality to enhance pro-active interactive and ROI tracking; open Development Architecture
implementation, SOAP integration, LINQ integrated query, .NET 3.5 framework support and Page Details
functionality upgrades.
New! Business Rules and Triggers – This great new feature allows you to Setup and Automate Business Rules
according to your customers’ behavior. With over 20 different triggers and nine different action settings you
can easily define multiple rules that "fire" on visitors and as they
progress through your website. See the “summary” below for
details. You will also find powerful scripting elements have been
provided that can be placed into automated emails. (See Operator
Console Help Icon (?) within the Rules Area for complete details) Establish business rules & triggers
for returning visitors to your
website based upon behaviors…
ChatAppExchange™ Open Development Architecture – Calling all Developers! The programmers at SmartMax have now opened SightMax Live Chat up to developers. ChatAppExchange™ allows you to write add-ons via an industry standard SOAP interface. Create and deploy mobile operator clients, web-based front ends to automatically create operators or accounts, scripts that can log operators in and out of SightMax…you have a vision? Now you can write it! The SightMax operator console is actually using the same SOAP Open Development Architecture that is available now to you. Develop away! Visit www.ChatAppExchange.com for more details.
New, Lighter Communication Protocol (SOAP rendered by Microsoft WCF) SOAP: Simple Object Access
Protocol is a lightweight and simple XML-based protocol.
LINQ Enabled – .NET is Language-Integrated Query (LINQ). An integral part of Visual Studio 2008 and
Microsoft .NET Framework 3.5., it is object to database mapping technology through which you can query
any type of collections of object, XML of database. LINQ also allows a single general purpose declarative
query facility to be applied to all in-memory information, not just information from external sources.
.NET 3.5 - SightMax 6 now uses .NET 3.5 for both server side and Operator.
Clickable Page Details Links - All page links are now "clickable" under the Page Details tab. The extension of
this feature allows you to click on all the page links that your visitor shows to have visited while on your
website. This is helpful to reach the specific pages of interest that the visitor viewed.
Previous Revision History:
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.
Copy to Clipboard - Added "Copy to Clipboard" feature to the Visitor Chat Window.
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 $399.
SightMax Installable pour 2 opérateurs est de $ 399.
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.
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".
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.
Completely New Operator Console - The most advanced Live Chat Operator Console ever created. Designed with the latest tools, our new operator interface allows you to dock and undock each element, move each panel around or even turn them off completely. The SightMax Operator Console 4.0 was built around the new Microsoft Office 2007 Ribbon Bar, which provides the future in navigation. (4.0)
New Quick Access Canned Response Panel - We've redesigned the canned response section in 4.0. You can now have 26 keyboard shortcuts tied to your canned responses. They are defined as ctrl+shift+A through Z. We've also added a quick access panel which allows you to sort your canned responses, as well as, see all of them in our grid style presentation. We've also added quick access word completion, simply type the first few letters of the phrase you are looking for, if found, the system will allow for automatic completion of the phrase. (4.0)
New Visitor Grid Panel - We've completely redesigned the visitor panel. You can now do sorting/grouping and filtering to your own liking. Simply drag a column (or columns) header and drop on the sorting bar and SightMax will instantly sort the visitors based on your criteria. (4.0)
My Chats Node - The My Chats node is located off the "All Sites" tab. If you are an operator on a busy site, clicking the My Chats node will filter out all unwanted traffic and chats, allowing you to focus only on your current chat sessions. (4.0)
Optionally Force Chat or Invite Chat on a per Queue/Department Basis - We've enhanced Auto-Invite option allowing administrators to choose whether an invite or auto-invite is sent as an image or a forced chat. Forced chat would pop open a chat window on the visitor, whether they wanted to chat or not. You now have the option for this feature. (4.0)
Color Themes - Choose your desired color scheme from seven themes/skins. (4.0)
Preserving your Console Environment - SightMax 4.0 allows you to completely save all your operator settings, such as window position, colors, grid alignment and spacing. (4.0)
Enhanced "White Box" Option - The White Box option now includes co-branding in the operator console with your own logo. If you purchased our whitebox option, your operators will now see your logo on the operator login screen, the account name in the title bar and your logo in the "About" box. If you don't own the white box option, contact our sales team and it can be added to your system. (4.0)
Conversion to .NET 2.0 - SightMax 3.0 was built using the latest in .NET 2.0 technology, along with all plugin assemblies to .NET 2.0 as well! (3.0)
SightMax now with Microsoft SQL Express 2005 - SightMax 3.0 was designed for and bundled with the new and improved Microsoft SQL Express 2005! (3.0)
Enhanced Localization of Visitor Chat Window and Text - You can now fully customize your Visitor Chat Window and text in your native language! This includes all text and system messages that are viewed by or emailed to your visitors, thus creating a better visitor experience. (3.0)
Improved! Unanswered Chat Timeout - Don't lose the sale! If a chat goes unanswered after a configured period of time set by you, the visitor will be directed to complete an Offline Message which will be emailed to a specified email address of your choice. (3.0)
Realtime Return Visitor History - At a glance Operators can now see how many times a visitor has come to your website. (3.0)
Custom Visitor Invite Images and Placement - Customize your Visitor Invite Image to be any size you wish. Like a small window? Medium or large...it's your choice! You can also customize where you would like the display position of your invite to show up on your pages. (3.0)
Auto Visitor Invite - This "pro-active" feature allows you to automate/configure a timed chat invite graphic to pop up on a specific page of your website after a designated time. This is great for inviting visitors to chat who linger on a particular page for a while. (3.0)
Auto Email Transcript to Queue after Chat Session - Automatically email all chat transcripts to a specific Queue Administrator. This allows for parsing into CRM solutions, ticketing systems etc. (3.0)
Enhanced! The SightMax Operator GUI now allows your operators to reorganize/customize all of the visitor information columns to best suit their needs by drag and drop. Each Operators customized GUI is saved to Login memory. (3.0)
Microsoft Virtual Earth Tab - This great little feature courtesy of Microsoft, allows you to have a true bird's eye view of your website visitors physical location. Just too cool and we had to add it! (3.0)
IP Filtering for Specific IP's - This filter stops all reoccurring and unwanted website traffic from specified IP's from being logged into the database or displayed in SightMax. Great for filtering out localized traffic from being reported. (3.0)
Designated Purging of Database - Purge old chats and session data automatically with this time based purge feature. This helps to keep resources free, speed search time and keep the size of your database down. (3.0)
Cross Queue/Domain Transfer - A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer. (3.0)
Reporting Generation - With new and improved behind the scenes adjustments, generating of reports is even faster and utilizes even less overhead. (3.0)
1. Run the SightMax IIS Editor.
2. Select the website where you want the two virtual directories to be created.
3. By default, the virtual directories will be created in IIS for the following directories:
SightMaxWebServices: C:\Inetpub\wwwroot\SightMax\Webservices
If your files are located in a different directory, you can click the 'Browse' button to select the new path.
4. Click the 'Add' button to create the virtual directories.
Note: You will need to repeat steps 1-4 above for every website that needs to have the virtual directories added.
- Registration
- Manage System Administrators
- Manage Accounts, Sites, Queues and Operators.
- Manage Operator Memberships
- Manage Account Wide Canned Responses
- Generate Site Tags (Monitor Tag/Chat Icon Tag)
Administrator Login Information
Administrator Login: sysadmin
Password: newsysadmin
Web Service Url: Simply enter the URL of your website that you installed SightMax under.
(ex. www.MySightMaxServer.com)
Click the 'Login' button to continue.
Note: sightmaxadministrator.exe simply needs to be copied and run on any machine from which you want to remotely login.
b. Click the 'Add' button or right click anywhere in the window to get the option to 'Add' a system administrator.
c. Enter a user name, password and then click the 'Add' button to add the new administrator.
b. Select a user name and then click the 'Delete' button to delete the administrator. You can also right click on the name and select 'Delete'.
b. Simply enter the new password you would like to use and click the 'Ok' button to close the dialog and continue.
b. You will need to enter the following account information:
Name: Enter the name of the account you are creating (This is typically a company name).
Named Operator Limit: Enter the number of operators that can be created within this account.
Concurrent Operator Limit: Enter the number of concurrent operators that can be logged in at any given time.
Website Limit: Enter the number of sites that can be created within the account.
URL Page Tag: By default, SightMax will create page tags based on a "relative url", if you are going to be installing and using SightMax on a different server from your webserver url, you might consider adding the absolute url, the SightMax code will be appended to the URL defined below
(ex. http://www.mycompany.com)
Number of days to store data : Enter the number of days you wish to keep retain data. Zero is unlimited, which will store data indefinitely never purging. NOTE: Once data is purged it is deleted permanently from your database.
a. Right click on the account name in the System Items pane and click 'Delete Account'.
b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to delete and select 'Delete Accounts'.
NOTE: You can select multiple accounts to be deleted by highlighting two or more accounts (Press Ctrl and left click on each account). Then right click and select 'Delete Accounts'.
a. Right click on the account name in the System Items pane and click 'Rename Account'.
b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to rename and select 'Rename Account'. Simply enter the new name you would like to use.
a. Right click on the account name in the System Items pane and click 'Modify Account'.
b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to modify and select 'Modify Account'.
a. Right click on the account name in the System Items pane and click 'Modify Account'.
b. Click on the Accounts heading in the System Items pane to show a list of all the accounts in the right pane. Then right click on the account you want to modify and select 'Modify Account'.
c. Now in 'Number of days to store data' enter the number of days you wish to keep retain data. Zero is unlimited, which will store data indefinitely never purging. NOTE: Once data is purged it is deleted permanently from your database.
b. You will need to enter the following site information:
Site Name: Enter the name of the website you are adding.
SMTP Server: Enter the SMTP server that the site uses for sending email.
Visitor Ban Time (seconds): Amount of time in seconds that a visitor is banned if an operator chooses to ban a visitor from harrarssing them.
Use SMTP Authentication (Optional): Check this box if your email server requires SMTP authentication.
SMTP Username: Enter your SMTP username.
SMTP Password: Enter your SMTP password.
Verify Password: Re-Enter your SMTP password.
Note: When visitors click the chat button and no operators are available, they will have the option to email the operator/queue that is currently offline.
a. Right click on the site name in the System Items pane and click 'Delete web site'.
b. Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to delete and select 'Delete web site'.
NOTE: You can select multiple sites to be deleted by highlighting two or more sites (Press Ctrl and left click on each site). Then right click and select 'Delete web site'.
a. Right click on the site name in the System Items pane and click 'Modify web site'.
b. Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to modify and select 'Modify web site'.
a. Right click on the site name in the System Items pane and click 'Add queue'.
b. Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to add a queue too and select 'Add queue '.
c. If there is already an existing site, you can click on that site under the Sites heading in the System Items pane to show a list of all its queues in the right pane. Simply right click on any queue and select 'Add call queue' to add another queue.
d. You will need to enter the following Queue information:
Queue Name: Enter the name of the queue you are adding (Ex. sales, support, etc.).
Queue email address 'To': Enter the email address where all offline messages for this queue will be sent. You can enter multiple email addresses by separating each address by a semicolon (Ex. sales@mysite.com;michael@mysite.com).
Queue email address 'From': Enter the email address that you want the offline responses to be from.
Operator Concurrent Chat': Enter the number of concurrent chats that the operators assigned to this queue can accept. When operators hit the threshold, they are automatically signed out of the queue; when one of their chats ends, they are signed back into the queue.
Chat Request Timeout : If a chat goes unanswered for the duration set in this field, the email recipient assigned to this queue will receive an email of the missed chat opportunity and the visitor will be routed to the offline chat survey.
Auto Email Transcript to Queue after Chat Session: You may have all chat transcripts emailed to the Queue Email Address after a chat session is completed. To do this, just select 'Email transcript to Queue'.
There are four (4) different queue statuses that an operator can set themselves to Online, Away, Back in Five and Out to Lunch.
By default, SightMax will use the images displayed in the 'Add Queue' dialog. If you want to use customized images that you have created, simply click the 'Select New' button and browse to the images you would like to use. You can then click the 'View Full' button to view the image that has been selected. Once you have selected an image for every queue status, click the 'Add' button to close the dialog and continue.
Note: ONLY .gif images can be used for the chat buttons.
a. Right click on the queue name in the System Items pane and click 'Delete queue'.
b. Click on a site that has been created under the Sites heading in the System Items pane to show a list of all the queues in the right pane. Then right click on the queue you want to delete and select 'Delete queue(s)'.
Note: You can select multiple queues to be deleted by highlighting two or more queues (Press Ctrl and left click on each queue). Then right click and select 'Delete queue(s)'.
a. Right click on the queue name in the System Items pane and click 'Modify Queue'.
b. Click on a Site in the System Items pane to show a list of all of it's queues in the right pane. Then right click on the queue you want to modify and select 'Modify call queue '. Simply enter the new name you would like to use.
b. Enter an operator name, password and then click the 'Add' button to close the dialog and continue.
Note: Click 'Is Account Admin' if you would like that operator to be an account admin. Account admins will automatically belong to all sites and their respective queues in that account.
a. Right click on the operator name in the System Items pane and click 'Delete operator(s)'.
b. Click on the Operators heading in the System Items pane to show a list of all the operators in the right pane. Then right click on the operator you want to delete and select 'Delete operator(s)'.
Note: You can select multiple operators to be deleted by highlighting two or more operators (Press Ctrl and left click on each operator). Then right click and select 'Delete operator(s)'.
a. Right click on an operator name in the System Items pane and click 'Rename Operator'.
b. Click on the Operators heading in the System Items pane to show a list of all of it's operators in the right pane. Then right click on the operator you want to rename and select 'Rename operator'. Simply enter the new name you would like to use.
b. Associating an Operator with a Site(s): All sites available in an account are listed under the 'Web Sites in account' section. To grant an operator access to a site(s), click the site name and then applicable checkbox(es) shown under the 'WebSite Name column'.
c. Associating an Operator with a Queue(s): All queues available in a site are listed under the 'Queues in site' section. To grant an operator access to a queue(s), click the applicable checkbox(es) shown under the 'Queue Name' column.
Note: Check the 'Account Admin' box if you would like that operator to be an account admin. Account admins will automatically belong to all sites and their respective queues in that account.
d. Finally, click the 'Save' button to close the dialog and continue.
IMPORTANT: If the SightMax Server is NOT installed on your webserver, then the tags MUST have absolute paths when you paste them into your webpages.
Examples:
Relative Path:
/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38
Absolute Path:
http://chat.sightmax.com/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38
a. Right click on the queue you would like to generate the monitor tag for.
b. A new dialog will open and display the monitor tag. Simply copy and paste the tag into each page of your website directly above the </BODY> tag. The following code is an example of what your monitor tag will look like:
<!-- Monitor tag for site SightMax.com (ID: 1000) on Queue Sales (ID: 38) -->
<script language=javascript src="http://chat.sightmax.com/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38"></script>
a. Right click on the queue for which you would like to generate the chat icon tag.
b. A new dialog will open and display the chat icon tag. Simply copy and paste the tag into each page of your website where you want the chat button to appear.
For your convenience, by default, the SightMax Operator Client installation is placed on the desktop where you installed your SightMax server. The file name is SightMaxOperator.exe
The license status, expiration date, number of operators licensed and number of sites licensed is displayed at the top of the SightMax Administrator GUI.
1. To request a license key file, click 'Registration' and select 'Request License Key File'.
2. Enter your Order ID: in the textbox and click the 'Request License' button to continue. An emailed request will be sent to our sales department.
4. Click 'Registration' and select 'Install License Key File'.
5. Explore to the directory where your SightMax.lic file resides and then click the 'Install' button to continue.
6. A dialog will pop up and display the current license you are running as well as the license that you are about to register. If the license information is correct, click the 'Ok' button to continue. Otherwise, contact our sales department for assistance.
7. Click the 'Ok' button to finish activating your license.
Operators can proactively invite visitors to chat. When an operator invites a visitor an invite graphic will appear on the visitor's screen. You can use your own custom invite graphic that you have created or you can use the default image included with SightMax.
Customization of Invite Chat Graphic -
If you opt to customize your invite chat graphic it may be any size you wish and is located by default in c:\inetpub\wwwroot\SightMax\AgentInterface. The invite chat graphic is actually two images and has two regions: Accept and Cancel.
The Accept Region must be at the top, and the image MUST be named acceptInvite.gif
The Cancel Region must be at the bottom, and the image MUST be named CancelInvite.gif
Accept Region:
 |
Cancel Region:
Beginning with SightMax 3.0, you can now localize the visitor experience to any desired language. Simply edit the strings in the files as shown below. These files are located on the server in the Agentinterface and Webservices directory. The files are in XML format.
CustomVis.xml (AgentInterface Directory)
<?xml version="1.0" encoding="utf-8" ?>
- <CustomVis>
<EmailTranscript>Email Transcript</EmailTranscript>
<OperatorTyping>Operator typing</OperatorTyping>
- <InviteImageLocation>
- <![CDATA[
<div ID=\"SightMaxChatRequest\" style=\"border-top-style: none; border-right-style: none; border-left-style: none; border-bottom-style: none; position: absolute; z-index:9999; top: 0px; left: 0px; visibility: hidden\"><img src=\""+ this.Path + "Images/acceptInvite.gif\" onclick=\"SightMaxAccept()\"/><br /><img src=\""+ this.Path + "Images/CancelInvite.gif\" onclick=\"SightMaxCancel()\"/></div>
]]> f(clean);
</InviteImageLocation>
</CustomVis>
CustomLang.xml (WebServices Directory)
<?xml version="1.0" encoding="utf-8" ?>
- <CustomLang>
<BegWelcomeMessage>Welcome to</BegWelcomeMessage>
<EndWelcomeMessage>will be right with you</EndWelcomeMessage>
<RequestTransfer>is requesting to transfer to</RequestTransfer>
<AcceptTransfer>transferred the chat to</AcceptTransfer>
<RejectTransfer>rejected the transfer request from</RejectTransfer>
<WithdrewTransfer>withdrew the transfer request for</WithdrewTransfer>
<Visitor>Visitor</Visitor>
<EndedChat>has ended the chat.</EndedChat>
<JoinChat>has joined the chat.</JoinChat>
<LeftChat>has left the chat.</LeftChat>
<JoinCoach>has joined the chat as a coach</JoinCoach>
<NoopEndedChat>The chat has ended.</NoopEndedChat>
<PushUrl>Sending URL Push to:</PushUrl>
<VisitorTyping>Visitor typing</VisitorTyping>
<OperatorTyping>Operator typing</OperatorTyping>
</CustomLang>
1. To do this you must first copy the 'AgentInterface' folder that is, by default, located in the C:\Inetpub\wwwroot\SightMax folder to another location on your hard drive (You can copy it to any directory you wish).
2. Once you have copied the folder to its new location, you will need to go into IIS under the website where SightMax is located and right click on the 'SightMaxAgentInterface' virutal folder.
3. Select 'Properties'.
4. You will be on the 'Virtual Directory' tab. You will need to click the 'Browse' button next to 'Local Path:' and browse to the directory where you copied the 'AgentInterface' folder. The website will now be using the chat window, chat invite and other images in the new 'AgentInterface' folder.
5. IMPORTANT! The 'WebServices' folder, by default, located in C:\Inetpub\wwwroot\SightMax does NOT need to be copied, and actually only ONE needs to exist on the server. You can just point all of the 'SightMaxWebServices' virtual directories from the other websites using SightMax to the same physical location where the folder exists.
LIST OF ALL PAGES, FILES AND FOLDERS THAT CAN BE MODIFIED
1. Browse to the AgentInterface folder you want to modify.
2. There are four .aspx files that you CAN edit:
Chat.aspx:
This is the visitor chat window that your users will see and use when chatting with an operator.
ErrorPage.apx:
This is the error page that will be displayed if an error occurs in the SightMax Application.
PreChatSurvey.aspx:
This is the prechat survey page.
WaitingForOperator.aspx:
This is the page that is shown between the time an operator initiates a chat and when the operator accepts a chat.
3. There are two files that you CANNOT edit:
Global.asax and Web.config:
These two files are application system files and should NOT be edited. If they are edited, the SightMax application will be broken.
4. The IMAGES folder is where all of the images for the chat windows are stored.
Note: The invite graphic (FullInvite2Chat.gif) is also stored in this directory.
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IMPORTANT! There are certain HTML elements that have specific ID's that must NOT be modified or deleted when customizing one of the chat windows. This code MUST be present for the SightMax Application to function properly. For example, WaitingForOperator.aspx has a table with the following code:
id="table3" => You CANNOT edit or delete this part of the code.
NOTE: Operators can add and edit their own personal canned responses as well as using account wide responses.
b. Next, enter your 'Canned Response Name' and 'Canned Response Text' and then click the 'Add' button to continue.
Auto Visitor Invite allows you to enter a specified time value into the 'Auto-Invite Time (Seconds)' for your Visitor Chat Invite Window to automatically pop up on any page of your site.
Based on the settings of the "Attempt Forced Chat On Auto-Invite", if checked, SightMax will first attempt a forced chat whereby the operator is automatically engaged in chat with the visitor. If the forced chat failed (blocked by a popup blocker), SightMax will revert to the standard visitor invite image (which will never get blocked).
If unchecked, the auto-invite option will only send the standard visitor invite image.
You can modify the image (image, size and position) that displays for the Operator Text Invite feature when an operator sends a custom text invite to a visitor. On the server edit the "CustomVis.xml file which is located in the SightMaxAgentInterface Directory (by default this directory is typically c:\inetpub\wwwroot\sightmax\sightmaxagentinterface). From within the CustomVis.xml, you can define your invite image, size, location, etc.
Below is a snippet of the code showing the text invite feature (image names are bolded).
<?xml version="1.0" encoding="utf-8" ?>
<CustomVis>
....
<InviteWithTextLocation>
<![CDATA[<div style=\"width: 250px; height: 125px; background-color: white; padding-right: 0px; padding-left: 0px; padding-bottom: 0px; margin: 0px; padding-top: 0px; z-index: 9999; left: 0px; visibility: hidden; position: absolute; top: 0px;\" align=\"right\" id=\"TextInviteDiv\"> <img align=\"top\" src=\"" + this.Path + "Images/Close.png\" onclick=\"SightMaxCancel()\"/>%%TextDiv%%<img src=\"" + this.Path + "Images/inviteMain.jpg\" /><img align=\"bottom\" src=\"" + this.Path + "Images/AcceptTexPic.jpg\" onclick=\"SightMaxAccept()\"/></div>]]>
</InviteWithTextLocation>
<InviteTextDiv>
<![CDATA[<div style=\"overflow: auto; width: 250px; background-color: white; height: 40px\" align=\"left\" id=\"TextInviteTA\"></div>]]></InviteTextDiv>
...
</CustomVis>
In SightMax 5.0 you can display multiple Queues and their availabiltiy. To do this, you must add or subtract a few different query strings in the Chat Tag. This feature also makes available the ability to display the Queues in a radio button group or a drop down list. For this example we will assume that an Account named MyAccount has been added to the SightMax server with the website MySite and Queues available to the site are Sales, Support, Reviews. We will assume that Sales has an ID of 2, Support an ID of 3, Reviews an ID of 4, and Internal Sales an ID of 5. Below is an example of the Chat Tag we will be using to demonstrate this ability.
Figure 1
<!-- Chat tag for Account MyAccount(ID: 1), Site MySite (ID: 1), Queue Sales (ID: 2) -->
<table border='0'><tr><td>
<a href="javascript: var e = window.open('/SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2',
'chatWindow','width=490,height=404,resizable=0,scrollbars=no,menubar=no,status=no');"
onmouseout="top.status=''; return true;"
onmousedown="top.status='Chat with a company representative';return true;"
onmouseover="top.status='Chat with a company representative';return true;">
<img border=0 src="/SightMaxAgentInterface/chat.smgif?accountID=1&siteID=1&queueID=2"
alt="Buy Live Chat"></a><font color='#000000'><span style='font-size: 9px;
font-family: Arial, Helvetica, sans-serif'>Live Chat by <font color='#1071D1'>SightMax</font></span></font></a>
</td><!-- /SightMax Live Chat and Live Help icon v1.0 --></tr>
</table>
<!-- end of chat tag -->
Adding The Queues
The only part of the Chat Tag we are concerned with is the bolded portion from above. The first query string we must add is the "AllQueues" variable:
Figure 2
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
The value of "AllQueues" does not matter, as long as it is not null it will work (AllQueues=no produces the same results). "AllQueues" indicates to SightMax that all the queues should be displayed to the visitor. Now, suppose I want to display both the Support and Sales queues. In order to do that I will add two query string variables to the URL:
Figure 3
SightMaxAgentInterface/PreChatSurvey.aspx?
accountID=1&siteID=1&queueID=2&AllQueues=yes&IncludedQ1=3&IncludedQ4
To include a Queue, the query string variable must be in a "IncludeQ + uniqueID" format such as: IncludedQ1, IncludedQ2, or IncludedQ23
The uniqueID must not exceed the total number of Queues available to the site minus one. So for our example, MySite has 4 Queues, so the available uniqueIDs are 0, 1, 2, and 3. A query string named IncludedQ4 would not be parsed.
The value of the query string variable is the database ID of the Queue you wish to add. You can find the Queue's database ID by logging in to the SightMax Admin Console and clicking on the Queue you wish to add. On the right hand side of the SightMax Admin Console you will see a summary of the Queue which includes this information.
Removing Queues
To remove a Queue the rules are pretty much the same as including one, the only change is the name fo the query string variable. Instead of IncludedQ as used in Figure 3 above, we will use ExcludedQ. For example Figure 4 will display the exact same output as Figure 3:
Figure 4
SightMaxAgentInterface/PreChatSurvey.aspx?
accountID=1&siteID=1&queueID=2&AllQueues=yes&ExcludedQ0=5
Below are some examples and the dispay results
Display all the queues:
SightMaxAgentInterface/PreChatSurvey.aspx?
accountID=1&siteID=1&queueID=2&AllQueues=yes
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&IncludedQ0=3&IncludedQ1=4&IncludedQ2=5
Display Support Queue Only
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&IncludedQ0=3
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&ExcludedQ0=4&ExcludedQ1=5
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&ExcludedQ0=4&ExcludedQ1=5&IncludedQ0=3
Display Review and Support Queues Only
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&IncludedQ0=3&IncludedQ1=4
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&IncludedQ0=3&IncludedQ1=4&ExcludedQ0=5
SightMaxAgentInterface/PreChatSurvey.aspx?accountID=1&siteID=1&queueID=2&AllQueues=yes
&ExcludedQ0=5
In order to display the Queues as a radio button list change the m_QueueRBL's visible property to "true".
1. Open PreChatSurvey.aspx in notepad
2. Search for ID="m_QueueRBL" , change the Visible="false" to read Visible="true"
3. Save PreChatSurvey.aspx and close the file.
Notes:
The Queue specified in the default Chat Tag (Figure 1) will always be displayed, even if it is specified in an ExlcudedQ query string variable.
The PreChatSurvey will dynamically change to reflect the selected Queue
IncludedQ tags have precident over ExcludedQ tags.
We believe quite strongly in providing outstanding technical support after the sale and provide "Zero Cost Technical Support" to our customers for 60 days. You can submit trouble tickets and view knowledge base articles via our website at www.sightmax.com/support, or email support@sightmax.com and a technician will return your email. You may also call our technical support line from 9:00am to 5:00pm CDT at 918.388.5900 option 2.
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