The New SightMax 4.0 Operator Console is designed around the new "Ribbon Bar" Navigation Menu and Dockable Panels. By clicking the round "SightMax" logo, you will see a set of commonly used menu items, such as "Options", "Help", "Server" and "Exit". Some of the options may have submenus as well. The main tabs "Home" and "Settings" will actually swap out the Ribbon Bar options with new buttons that pertain to that menu. As you move your mouse across the buttons, you'll notice they change colors as well as display tool tips for that button.
Shown below is the Ribbon Bar Navigation Menu

With SightMax 5.1, you can move your panels around and "Dock" them to different locations. You can also undock panels and have them "float" on your screen as well as Pin and Unpin the panels (when unpinned, the docsk collapse and expand on mouse over). Additionally, under the "Settings" tab, you can select which panels are visible in your operator console (i.e., you might want to totally remove the Virtual Earth dock).

Note: If you need to reset the layout back to its default layout, simply select the "Settings" tab, then click the "Options" Button on the Ribbon Bar, then choose "Configurations", then click the "Reset Operator Layout" button.

Shown below, SightMax 5.1 with Panels.

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.

Shown below, SightMax 5.1 Supervisory Chats Panel

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. Below is a list of colors and their meaning:

Shown below, SightMax 5.1 eyeQ in Action.

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.

Shown below, SightMax 5.1 Status Bar

We've added several new buttons to the Ribbon Bar to allow the operator greater control. Refer to the screenshots and listings below:

Status Button: Clicking the "Status" button directly will status the operator from Online to Away (clicking again places the operator back to online). Clicking the down arrow will allow the operator to change to any status as shown below.

Operators: Clicking the "Operators" button will filter out all offline operators from the operator tree. Clicking the down arrow will allow the operator to set whether to show "Online" and "Online and Available" operators. Setting to "Online" will show all online operators, but there status might be out to lunch, or away, etc. "Online and Available" will only show operators which are "Online" and available for chat.

Chats Button: Clicking the "Chats" button directly will filter the Visitor Panel to show visitors and chats or filter the visitor panel to only show chats you are currently engaged in AND new chat requests. In a busy environment, this will allow operators to focus on only their chats, reducing the amount of visitors in the visitor panel.

You can also click the left and right arrows to scroll through all of your active chats.

Chat handling in SightMax 5.1 has been redesigned and improved, and introduces two new panels for chat handling. The "My Chat" panel, allows the operator to focus solely on their own chats and new chats coming in. It does not show any of the other queue members chats. The "My Chats" grid can be sorted based on a column (such as Chat State), as well as, the ability to create custom grouping by dragging the columns into the Grouping area of the grid.

Shown below are several ways to end a chat.

Go to 'Settings' / 'Options' / 'Configuration Tab' from the Ribbon Bar to toggle your chat linger settings.

Check 'Only linger my ended chats' when you only want to archive your previous chat sessions. In this mode, you can only see other operator chat sessions as they are occurring in real time. Those chat sessions will NOT be archived under their operator name when they are finished, but you can always lookup those chats in 'Chat History' at a later time.

1. Operator - Right click on an operator name and select 'Remove ended chats under ...' to delete ALL archived chats for that specific operator.

2. Chat - Right click on an archived chat and select 'Remove ended chat' to remove individual chat sessions you no longer want to be shown.

3. Queue - Right click on the queue name and select 'Remove ended chats under ...' to delete ALL archived chats for every operator in the entire queue.

4. Site - Right click on the site name and select 'Remove ended chats under ...' to delete ALL archived chats for every operator in the entire site.

5. All - Right click on the All node and select 'Remove ended chats under ...' to delete ALL archived chats for every operator and every site within the account.

PLEASE NOTE: All previous chats are archived in 'Chat History' and can be accessed at anytime.

Right click on your chat (in the Chats panel), move the mouse over 'Transfer chat ... to:' and select the operator you wish to transfer the chat too. You can also click the 'Transfer' button at the top of the Console. SightMax allows you to transfer chats from one operator to another, as well as across sites and across queue/departments. Additionally, when transfering across sites and queues, you can choose whether to force a new prechat survey or transfer blindly by skipping the prechat survey completely.

Note: You can initiate a transfer from three areas. The Ribbon Bar, the visitor panel, and the chats panel. All three areas function the same.

Shown below are multiple ways to transfer a chat request.

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 $299.
SightMax Installable pour 2 opérateurs est de $ 299.

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)

To use SmartChat, you must first set your "Default Language" type (the language that YOU speak) in the operator console under Settings|Options|Configurations

When you Accept a new chat, you must identify the language that the visitor is chatting in, then in your operator console, simply choose that language. From this point on, the chat segments they send will be automatically translated to your default language and the chat segments that you send will be translated to their language.

1. When a word is spelled incorrectly, it is immediately underlined in red. You can right click on the word in question to see spelling suggestions, ignore the misspelling and even add the word to your personal dictionary.

2. Instead of correcting your typo's as you are still typing, you may wait until you are finished. By clicking the 'Spell Check' button when you are finished typing, it will check for misspellings in the entire text you are about to send. After spell check is complete, simply click the 'Send' button to send the text.

Go to 'Tools' / 'Options' / 'Configuration Tab'.

PLEASE NOTE: ONLY Account and Site Administrators have the 'Chat Surveys' option which allows for creating/editing
pre chat surveys and offline surveys.

Simply check 'Spell Check before sending chat segments'.

Click 'Ok' to save your changes.

PLEASE NOTE: If the visitor has not accepted or rejected the invite, the host name will remain black in color.

When an operator logs in for the first time, they MUST sign into any queue(s) they are a member of in order for a visitor to chat with them. In the example below, Robert was just created by the administrator and is logging in for the first time. Although he appears to be online and available for a chat, he is not logged into the queue to accept a chat (This is noted by the red X). Simply right click on the queue and click 'Sign into ... queue'. Robert will then be online, available, signed into the queue and ready to accept a chat(s) ().

PLEASE NOTE: ONLY Account and Site Administrators have the 'Chat Surveys' option which allows for creating/editing pre chat surveys and offline surveys.

Simply check each action (under the 'Audio' column) that you would like to be notified of with a sound (.wav file) when it occurs. By default, the sounds are located in C:\Program Files\SmartMax Software, Inc\SightMax\Operator Client\AV You can use any sound you like as long as it is a .wav file and it is named properly.

Click 'Ok' to save your changes.

Go to 'Tools' / 'Options' / 'Configuration Tab'.

Simply check 'Use Ringback on new chats'.

Click 'Ok' to save your changes.

Go to 'Tools' / 'Options' / 'Notifications Tab'.

PLEASE NOTE: ONLY Account and Site Administrators have the 'Chat Surveys' option which allows for creating/editing
pre chat surveys and offline surveys.

The notification windows will appear at the bottom right of your screen directly above the system tray. The example below is a notification window alerting operators that a chat from "Robert" is waiting to be answered.

You can also click on window notifications to get focus on the corresponding chat session.

In the right panel you can view the 'Referrer Details' of a website visitor.

Referred by: The search engine or website URL that directed the visitor to your website.
Keywords: The keywords that the website visitor entered into the search engine or URL to get to your website.
Query String: or, Query String Name Value Pairs: For troubleshooting and convenience, the raw query string is displayed. Unless you have specific knowledge pertaining to query strings you can disregard this information.

Referrer Symbol: When a visitor has come to your website from a search engine or via a link from another site, then will be displayed to the left of the site name. Simply click the session to the see the referrer details as discussed above.

When you click either the 'Push to URL' or 'Send Link' button another dialog will popup. You can give a name to that link that you pushed and save it as a canned response.

If you want to push a customer to a URL that you have already created as a canned response during a previous chat session, simply click the 'URL' button and use the drop down to select a URL.

• Click 'Canned Responses' and then 'Manage' to open the Canned Responses dialog.

PLEASE NOTE: URL's are blue in color and standard text responses are black.

You can click on the instant message (IM) window notification to get focus on the corresponding IM session.

1. Operators that are offline: Right click on an operator that is set to 'Offline' and select 'Get IM history with ...' or simply double click on the operator name. Click the 'History' tab and then the 'Get History' button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

2. Operators that are online: Right click on an operator that is 'Online' and select 'Send an IM to ...' or simply double click the operator name. Click the 'History' tab and then the 'Get History' button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

Go to 'Tools' / 'Options' / 'Configuration Tab'.

PLEASE NOTE: ONLY Account and Site Administrators have the 'Chat Surveys' option which allows for creating/editing pre chat surveys and offline surveys.

Simply check 'Spell Check before sending IM segments'.

Click 'Ok' to save your changes.

PLEASE NOTE: If the visitor chose to have the transcript of the chat emailed to them, '(Send Transcript)' will be placed next to the email address.

By default, if you click the "X" button (close), SightMax will be minimized and placed in the system tray. You can change this configuration and have SightMax close upon clicking the 'X' button by going to 'Tools' / 'Options' / 'Configuration Tab' and simply unchecking 'Minimize SightMax on Close'.

PLEASE NOTE: When SightMax is minimized and placed in the system tray, it is still running. Simply double click on the SightMax icon to reopen the GUI. You can also hover your mouse over the SightMax Icon in the system tray to display your status (Online, Offline or Connecting), number of website visitors browsing your website, number of chats waiting to be answered and the number of chats that have been accepted and are in progress.

After you are disconnected, the GUI will stay open. To reconnect, simply go to 'Server' / 'Connect'.

PLEASE NOTE: ONLY Account and Site Administrators have the 'Chat Surveys' option which allows for creating/editing pre chat surveys and offline surveys.

You can view a visitor's chat history information, pre-chat survey and complete transcript of the chat session. Chat history information displays the date and time of the chat, hostname of the visitor, IP address of the visitor, name of the visitor, duration of chat, the site and queue in which the visitor initiated the chat and the name of the operator that accepted the chat. You can also view the 'chat type' which displays whether the chat was requested by the visitor or operator.

1. Visitor Initiated: When enabled, you will only search through chats that were initiated by a website visitor.
2. Operator Invited: When enabled, you will only search through chats in which an operator invited a website visitor to chat.

What is a pre chat survey?
Pre chat surveys are filled out by visitors before chatting with an operator. Most pre chat surveys ask the visitor for their name, email address, company name and any other information that may be useful to the company.

What is a post chat survey?
Post Chat surveys are filled out by visitors after the chat has ended with an operator. You could use the post chat survey to measure the effectiveness and level of satisfaction that the visitor had with the attending operator. The queue administrator will receive an email with the post chat survey results. Additionally, you can view the results from the "Chat History" section of the SightMax Operator Console.

What is an offline survey?
If a visitor clicks on the chat icon and there are no operators available, they will have the option to leave a message. Once the offline survey is filled out, it is automatically emailed to an address specified by the SightMax Administrator. An operator can then email the visitor and follow up on their inquiry.

PLEASE NOTE: Only Account and Site Administrators can create/edit customized pre chat/offline surveys.

Click 'Settings' on the Ribbon Bar, then "Chat Surveys", select the site you want to edit, select the queue you want to edit and click 'Pre Chat'.

Note: Select Post-Chat for the creating a Post Chat Survey, the options are the same.

When the survey dialog opens, you will be on the 'Current Pre Chat Survey' tab. These are the settings of your current pre chat survey. The columns 'Type', 'Label', 'Required', 'Default Value' and 'Tool Tip' will be discussed in the next section, 'New Pre Chat Survey'. These are setup during customization.

The dialog will display what site and queue you are editing (as shown above). Click the 'View' button to preview the survey in HTML format. Before the preview is shown, however, you need to enter the website URL where SightMax is installed.

By default, the survey has the following information:

PLEASE NOTE: When you add 'VisitorEmailAddress' to the pre chat survey, the pre chat survey will give the visitor the option to have the transcript emailed to them.

Click on the 'New Pre Chat Survey' tab to begin customizing your survey.

New 'Pre Chat Survey' Tab Overview

1. Description: Label your survey with any name you like.
2. Up and down arrows: Click on any of the survey types and use the arrows to move them up or down in the list. This will determine the order they will be displayed in the final survey.
3. Edit: Click on any of the survey types and then click the 'Edit' button to edit their settings. For example, click on 'VisitorName' and click the 'Edit' button.
   1. Type: There are eight different types that can be created: CheckBox, CheckBoxGroup, Label, RadioButtonGroup, TextArea, TextBox, VisitorEmailAddress and VisitorName. In this example we are working with the 'VisitorName' type. This will create a textbox for the visitor to enter their name when filling out the pre chat survey.
   2. Label: This is simply the label that will appear next to the survey type you create. In the example below I have created a textbox with a label of 'Your name'.
   
   3. Default Value: You can specify any default value to be shown in your textbox. In the example below I have created a textbox with a label of 'Your name' and 'Default Value' of 'Enter Full Name Here!'
   
   4. Required: If the 'Required' checkbox is selected, then the visitor is required to enter something into the textbox to continue. (They cannot leave the textbox blank)
   5. Tool Tip: You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.
4. Delete: Simply click on any survey type and then click the 'Delete' button to delete the survey type.
   1. Confirm Item Delete: If this is selected, then any time you select a survey type to delete, a confirmation message will pop up asking if you are sure that you want to delete that survey item. Note: This does not affect the live survey item on the server. The server will only replace the survey when the 'Replace Current Survey' button is selected.
   2. Delete Existing Survey: If checked, the server will delete the existing survey rather than just disabling it. However, if the existing survey has responses from previous visitor chats, it will just be disabled.
5. New: Click the 'New' button to create a new pre chat survey. There are eight different types that can be created: CheckBox, CheckBoxGroup, Label, RadioButtonGroup, TextArea, TextBox, VisitorEmailAddress and VisitorName.
6. Preview: Click the 'Preview' button to preview the survey in HTML format. Before the preview is shown, however, you need to enter the website URL where SightMax is installed.

7. Replace Current Survey: When you are done editing or creating a new pre chat survey, click 'Replace Current Survey' to replace and use it as your current survey.

1. Click the 'New' button on the 'New PreChat Survey' tab.
2. You will need to select 'insert at top', 'insert at bottom', or 'insert above selected' to determine where the new survey type will be located in relation to your other survey type(s) already created.
3. Select 'Standard Survey Item'.
   PLEASE NOTE: Only the 'RadioButtonGroup' and 'CheckBoxGroup' can use the 'Radio Button Sub Item' and 'Checkbox Sub Item' radial buttons.
4. Select any of the six survey types above from the drop down. (In this example, we are creating a CheckBox.)
5. Enter a 'Label'. (This is simply the label that will appear next to the survey type you create.)
6. Enter a 'Tool Tip' if you like. (You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.)
7. Select 'Checked By Default' if you would like this checkbox to be selected automatically in the survey.
   
   Click the 'Save' button to add the new checkbox.
   

The screenshot below is an example of our survey after adding the checkbox.

Click the 'Replace Current Survey' button to use the newly created pre chat survey.

What is the difference between a CheckBoxGroup and RadioButtonGroup?
A visitor can make multiple selections when using a CheckBoxGroup. When using a RadioButtonGroup the user can only select one option.

1. Click the 'New' button on the 'New PreChat Survey' tab.
2. You will need to select 'insert at top', 'insert at bottom', or 'insert above selected' to determine where the new survey type will be located in relation to your other survey type(s) already created.
3. Select 'Standard Survey Item'.
4. Select 'RadioButtonGroup' from the dropdown.
5. Enter a 'Label' (This is simply the label that will appear next to the survey type you create)
6. Enter a 'Tool Tip' if you like. (You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.)
7. Click the 'Save' button to add the RadioButtonGroup.
8. Next, select the new survey type you just created. Click the 'New' button to enter the sub items.
   
   

9. Select 'Insert New Sub Item'.
10. Select 'Radio Button Sub Item'.
11. Enter the 'Label'. In this case we will enter 1-10 representing the number of employees.
    
    

12. Go ahead and repeat steps h - k above and add another sub item of 11-50.
    
    
    
    

    You will now have two sub items created under "How many employees do you have?".

13. Click the 'Preview' button to preview the final survey in HTML format.
    
    

14. Click the 'Replace Current Survey' button to use the newly created pre chat survey.
    PLEASE NOTE: Notice that the survey items in the screenshot above are not organized very well. Remember that you can put the survey questions in any order by going to the 'New Pre Chat Survey' tab and using the up and down arrows to determine the order in which they will appear. The screenshot below shows a better organized pre chat survey.

Operator Activity Report: Report shows all operator activity, total number of chats, total invites, total instant messaging segments and percentage of chats.

Visitor Activity Report: The Visitor Activity Report shows each visitor that went to the website, their host name, IP, total visits, total pages viewed, total chats and average time on the website.

Chat Details Report: The Chat Activity Report summarizes all chats for a given period. Information includes, chat name, chat queue, accepting operator, total visitor segments, total operator segments, start time, waiting time, total chat time, average operator and visitor response times.

Website Activity Report: The Website Activity Report is a summary report which shows, website name, total visitors, offline clicks, total prechat survies, total prechat skipped surveys, total chats, average waiting time for chats and average visitors per day.

Keyword Details Report: The Keyword Details report shows the keyword that was typed into a search engine (i.e., google, msn, yahoo, etc.), the referal link where the visitor came from, the landing page and the total number of clicks.

PDF (Default)
XLS (Excel Spreadsheet)
HTML

Important: You must have a "Default Printer" defined in Windows for reports to function. If you don't have a printer defined, reporting will not operate.

Sample Visitor Activity Report Shown Below:

PLEASE NOTE: Reports are only accessible to Account Administrators, not regular website operators.