NEW! 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!
NEW! SightMax now with Microsoft SQL Express 2005 - SightMax 3.0 was designed for and bundled with the new and improved Microsoft SQL Express 2005!
NEW! 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.
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.
NEW! Realtime Return Visitor History - At a glance Operators can now see how many times a visitor has come to your website.
NEW! 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.
NEW! 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.
NEW! 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.
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.
NEW! 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!
NEW! 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.
NEW! 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.
NEW! 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.
Improved! Reporting Generation - With new and improved behind the scenes adjustments, generating of reports is even faster and utilizes even less overhead.
- Operator Login: Enter your operator login that was created and given to you by the SightMax Administrator.
- Operator Password: Enter your operator password that was created and given to you by the SightMax Administrator.
- Account: Enter your account that was created and given to you by the SightMax Administrator.
- Web service URL: Simply enter the URL of your website. (ex. www.MySightMaxServer.com)
button to expand the login dialog.
You can also accept a chat from the Visitor/Site activity pane. Simply right click on the waiting chat and select 'Accept Chat'.Shown below are several ways to accept chat requests.
You can also click the left and right arrows to scroll through all of your active chats.
Shown below are several ways to end a chat.
Go to 'Tools' / 'Options' / 'Configuration Tab' 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.
PLEASE NOTE: All previous chats are archived in 'Chat History' and can be accessed at anytime.
Shown below are multiple ways to transfer a chat request.
You can also transfer a chat from the Visitor/Site activity pane. Simply right click on an active chat and select 'Transfer chat ... to:'.
You can also join a chat from the Visitor/Site activity pane. Simply right click on an active chat and select 'Coach Chat'.
You can also join a chat as a coach from the Visitor/Site activity pane. Simply right click on an active chat and select 'Coach Chat'.
There are two ways in which operators can use the built-in spell check feature when composing a message in a chat session.
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) (
).
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.
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 pane 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.
2. Match Text Exactly: This allows you to search for a specific website visitor name. (Ex. Roger Moore - You will only be shown chats with website visitors named "Roger Moore".)
Transfer Activity: When enabled, you will only search through chats that were transfered at one point.
Join Activity: When enabled, you will only search through chats in which an operator joined.
Visitor Response: When enabled, you will only search through chats in which the visitor actually responded and sent text to the operator.
Chat Timed Out: When enabled, you will only search through chats that timed out.
Pre-Chat Survey Skipped: When enabled, you will only search through chats that were started with no pre chat survey.
Restrict Chat Type:
- Visitor Initiated: When enabled, you will only search through chats that were initiated by a website visitor.
- Operator Invited: When enabled, you will only search through chats in which an operator invited a website visitor to chat.
or
Print: Click the 'Print' button to print out the chat session.
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 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.
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.
- Description: Label your survey with any name you like.
- 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.
- 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.
- 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.
- 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'.
- 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!'
- 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)
- Tool Tip: You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.
- Delete: Simply click on any survey type and then click the 'Delete' button to delete the survey type.
- 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.
- 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.
- 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.
- 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.
- 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.
- Click the 'New' button on the 'New PreChat Survey' tab.
- 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.
- Select 'Standard Survey Item'.
PLEASE NOTE: Only the 'RadioButtonGroup' and 'CheckBoxGroup' can use the 'Radio Button Sub Item' and 'Checkbox Sub Item' radial buttons. - Select any of the six survey types above from the drop down. (In this example, we are creating a CheckBox.)
- Enter a 'Label'. (This is simply the label that will appear next to the survey type you create.)
- 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.)
- 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.
- Click the 'New' button on the 'New PreChat Survey' tab.
- 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.
- Select 'Standard Survey Item'.
- Select 'RadioButtonGroup' from the dropdown.
- Enter a 'Label' (This is simply the label that will appear next to the survey type you create)
- 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.)
- Click the 'Save' button to add the RadioButtonGroup.
- Next, select the new survey type you just created. Click the 'New' button to enter the sub items.
- Select 'Insert New Sub Item'.
- Select 'Radio Button Sub Item'.
- Enter the 'Label'. In this case we will enter 1-10 representing the number of employees.
- 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?".
- Click the 'Preview' button to preview the final survey in HTML format.
-
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.
- The name of the server you are connected too.
- SightMax Operator GUI version information.
- SightMax Operator GUI build information.
- Operating system version.
- Common Language Runtime Version (Version of .NET currently installed).
- User Name.
- User Domain.
- The machine name that the SightMax Operator GUI is installed.
- Current directory the Operator GUI is installed.
- Your machine's system directory.
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.
You can use any of the following methods to purchase SightMax:
Order Online: shop.sightmax.com
E-Mail Us: sales@sightmax.com
U.S.A. Toll Free Sales Line: 888.770.8001
International Sales Line: 918.388.5900