What's New in Version 4.0

Logging In

Basic Functions

Operator Console Navigation

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

Docking Panels

With SightMax 4.0, 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 4.0 with Panels.

Sorting the Chat Visitor Panel

Another powerful feature of SightMax 4.0 is the ability to sort or group visitors that appear in the visitor panel. Simply drag the column header and drop it in the space above. You can create complex grouping by dragging multiple columns.

Shown below, SightMax 4.0 with visitor sorting

Quick Access Canned Responses

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.

Shown below, SightMax 4.0 Canned Response Quick Access

Accepting a Chat

When a visitor initiates a chat, the 'Next' button at the bottom left of the GUI becomes green and the 'Next' button at the top left of the GUI becomes active. By clicking either 'Next' button, you will accept the longest waiting chat.

Multiple Chat Requests

If multiple chat requests are waiting to be answered, you can click the drop-down arrow to get a list of all waiting chats. Simply click the chat you would like to answer.

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.

Responding to Chats

If you click off of your current chat(s) and the visitor(s) types a chat segment, you can click the 'Respond' button to choose which chat you want to respond to first.

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

New in SightMax 4.0 is the ability to focus only on your chats. Click on the Sites Panel (defaults to the left side) and click "My Chats". All visitors will be filtered out except for your active chats.

Ending a Chat

You can end a chat by right clicking on the chat (in the Chats pane) and selecting 'End Chat' or you can click the 'End' button at the top of the GUI.

Shown below are several ways to end a chat.

Chat Linger

The chat linger feature is for operators that wish to keep finished chats available without going to chat history and looking it up at a later time. When an operator is finished with a chat session, it is archived under their operator name. The chat icon and name of the visitor they were chatting with are grayed out to show that the chat is finished. Not only can you keep your current chats archived, you can keep other operator chat sessions archived as well (as shown in the following screenshot).

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.

Removing Lingering Chats

There are four ways in which lingering chats can be removed:

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.

Transferring a Chat

Right click on your chat (in the Chats pane), 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 pane, and the chats pane. All three areas function the same.

Shown below are multiple ways to transfer a chat request.

Accepting/Rejecting Transfer Request

When an operator transfers the chat, the receiving operator can either accept or reject the transfer request. Simply right click on the chat name and select the 'Accept Transfer Request from...' or 'Reject Transfer Request from...'

Withdrawing Transfer Request

If you have sent a transfer request to another operator, you can cancel your request by right clicking on the chat name and selecting 'Withdraw Transfer Request to...'

Cross Queue/Cross Domain Transfer Request

You may transfer a visitor in an live chat to another queue or domain by clicking on the 'Transfer button' or on the 'visitor chat name' or in the left tree'd view, then select from your available options.

Join a Chat

Right click on the chat you wish to join (in the Chats pane) and click 'Join Chat'. You can also click the 'Join' button at the top of the GUI as well as the visitor pane.

Join Chat as Coach

Right click on the chat you would like to join and click 'Coach Chat'. You can also click the 'Coach' button at the top of the GUI. A coach can send private messages to the other operator in the chat. The visitor will not know that you have entered the chat and are chatting with the operator.

Sending a Private Message

In order to send a private message to the another operator, you MUST click the 'Send Private' button. If you want to send a public message to the visitor and other operator in the chat session, you will just need to click the 'Send' button as usual.

Spell Check

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.

Configuration

You can configure the spell check option to automatically check for spelling errors before sending a chat segment.

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.

Invite Visitors

Simply right click on a visitor's session and select 'Invite Chat' to invite a visitor to chat with you. An invite graphic will then appear on the visitor's screen and they can either choose to accept or reject the invite.

Invite Status

You can invite a visitor to chat as many times as you like. The number of times you have invited the visitor will be displayed when you right click on the session.

Accept

When the visitor accepts the invite, their host name becomes green.

Reject

When the visitor rejects the invite, their host name becomes red.

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

Banning

The operator can "Ban" a visitor that is harrassing customer service personnel. The ban lasts for the duration set by the system administrator. By default, the ban lasts for 10 minutes. Banned visitors are shown to the operators with a brick wall icon in the host name visitor column.

Custom Invite Graphic

You can use your own custom invite graphic that you have created or you can use the default image included with SightMax. Please contact your SightMax Administrator regarding customization specifications.

Sign In/Out of Queue

Operators can sign in/out of a selected queue by right clicking on a queue name that they are a member of and selecting 'Sign in/out of ... queue'.

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) ().

Set Operator Status

Operators have the ability to set their availability to Online, Away, Back in Five and Out to Lunch. Simply right click on your operator name and select your desired status.

Away Timeout

Operator availability, by default, will automatically be changed to 'Away' if you are inactive for 300 seconds (5 minutes). To change the timeout go to 'Tools' / ' Options' / 'Configuration Tab'. Simply check 'Away Timeout' and enter the amount of seconds of inactivity before the operator status is automatically set to 'Away'. If you leave 'Away Timeout' unchecked, operator status will never automatically be changed to 'Away'.

Enable/Disable Sounds

Operators have the ability to turn on/off selected sounds from the Operator GUI. For example, you can turn off the bell sound that indicates that a new operator has logged into SightMax.

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.

Ringback on New Chats

When this option is enabled, the .wav file used to notify you of a new chat waiting is repeated every twenty seconds until the new chat is accepted by an operator.

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

Simply check 'Use Ringback on new chats'.

Click 'Ok' to save your changes.

Ringback Notification WIndow

If you have window notifications enabled, the time the visitor has been waiting for someone to answer their chat is displayed. See the next section for more detailed information on notification windows.

Notifications

Operators have the ability to turn on/off selected notification windows and flashing task bars from the Operator GUI.

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.

Notification Windows

Simply check each action (under the 'Window' Column) that you would like to be notified about with a pop up window in the system tray when it occurs. For example, you can enable a notification window to pop up when a new chat is waiting to be answered.

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.

Flashing Task Bar

Simply check each action (under the 'Flash' Column) that you would like to be notified about with a flashing task bar when it occurs. For example, you can have your task bar flash when a new chat is waiting to be answered.

Page Details

Click the 'Page Details' tab to see the referral page link that directed visitors to your site, every page they have visited on your site, the current page title they are on and total number of pages they have visited on your site.

Referrer Details

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.

Geo Location

Geo Location allows operators to determine where visitors are from, who they are (organizational name), City, State, Country and Postal Code. Additionally, IP details are provided, which displays a reverse dns lookup of the visitor and their Internet Service Provider (ISP).

Push Pages

Operators can define a list of commonly viewed pages and automatically "Push" customers to those pages. During a chat session, simply click on the 'URL' button to open the 'Push URL' dialog. Enter the target URL you want to push the customer too and select whether the page has the protocol of http or https from the 'Protocol' drop down. Finally, click the 'Push to URL' button to automatically push them to that target page or click the 'Send Link' button to send them a hyperlink to that target page.

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.

Canned Responses

An operator has the choice of either sending account defined canned responses (Setup and only editable by the Account Administrator) or creating their own personalized responses.

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

Adding a Canned Response

Click the 'New' button, enter your response and then click the 'Save' button to add a canned response. After creating a canned response, you will need to click the checkbox to the left to activate it. A hot key will be assigned to each canned response for fast and easy usage. You can select a response and use the up and down arrows to change the hot key that is assigned to each. Hot keys that can be used are CtrlShiftA-CtrlShift-Z. You can create 26 canned responses that are tied to shortcut skeys. Additionally, you can create more than 26 canned responses, you just can't tie them to shortcut keys, however, they will be available for you to choose via the Canned Responses Quick Access Pane, or by clicking on "Manage" on the Ribbon Bar.

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

Editing a Canned Response

You can right-click on any canned response to pull up the context menu for editing.

Executing a Canned Response

Click 'Operator Canned Responses', 'Operator' and then select a response that you have added from the list. You can also use the hot key that is associated with each response for quick use.

Virtual Earth

Click the 'Virtual Earth' tab to see a true satellite view of your visitors reported location while they are browsing on your website. For complete details on using all the features of Microsoft Virtual Earth visit local.live.com

Co-Browse

Click the 'Co-Browse' tab to view each page that visitors are currently browsing in real time. This is invaluable when a customer has a question about a particular page's contents and is extremely useful if you want to guide a customer through to specific pages and information.

Instant Messaging (IM)

Operators can send instant messages to other SightMax operators. Simply double click or right click on any operator that is online and select 'Send an IM to...' You can do this from both the Operators Pane and Chats Pane.

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

IM History

There are two ways in which you can view a history of your IM sessions with another operator:

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.

Spell Check Configuration (for IM Sessions)

You can configure the spell check option to automatically check for spelling errors before sending an IM chat segment.

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.

Surveys

Click the 'Survey' tab to view a visitor's pre chat survey.

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.

Exit, Minimizing and Disconnecting

Exiting SightMax

To close and exit SightMax, click 'File' / 'Exit SightMax'.

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'.

Minimizing SightMax (Placing it in the system tray)

If you would like to place SightMax in the system tray, click the 'Options' tab then choose "Application", then 'Hide SightMax'.

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.

Connecting/Disconnecting from the SightMax Server

Simply go to round "SightMax" icon and select 'Server' / 'Disconnect' if you are currently logged into SightMax.

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

Realtime Return Visitor History

Operators can view the number of times, 'Previous Visits' that a visitor has been to the website, as well as, the number of previous chats by the same visitor..

Chat History

To view a summary of all chat sessions that have occurred, click 'Tools' and then select 'Chat History'.

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.

Searching

Additional Constraints

Chat Accepted: When enabled, you will only search through chats that were accepted by an operator.
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:

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.

Print

Print Preview: Click the 'Print Preview' button to preview the chat session before printing.
or
Print: Click the 'Print' button to print out the chat session.

Get Summary

After choosing your search options, click the 'Get Summary' button to view the chat session you specify.

Administrator Functions and Reports

Customized Pre Chat Survey/Offline Survey

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.

Creating Checkbox, Label, TextArea, TextBox, Visitor Email Adress and Visitor Name

Tutorial: Creating a Checkbox

In the following example, we will create a CheckBox to ask if the visitor would like to sign up on a mailing list.

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.

Creating a CheckBox Group and Radio Button Group

Tutorial: Creating a Radio Button Group with two sub items

In this example, we will create a RadioButtonGroup (with two sub items) that asks how many employees the visitor's company employs.

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.

Administrator Report

SightMax includes a complete set of Administrative Reports. The following reports are available:

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.

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Version Information

Support

SightMax Support Center

"Zero Cost Technical Support for 60 Days"
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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