New! SightMax 5.1 Now Available!

eweber — Thu, 10 Jul 2008 21:26:00 GMT

We just couldn’t make you wait…SightMax v5.1 has been unveiled and is ready for delivery! On the heels of our v5.0 release this fantastic version update includes features that greatly enhance the existing functionality and allows for even more control over your customer support offerings. Check out these new comprehensive features below:

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.

Do you qualify for this release? This upgrade is free for customers that purchased SightMax on or after May 20, 2008. Additionally, customers with an active Annual Support Agreement will also receive this update at no charge. If you are not sure, contact us, we will be happy to help you.

Download Links
SightMax 5.1 Complete Download - Everything Included!