SightMax Administrating of large installations + more...

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AlexK Posted: 01-16-2007 8:36 AM | 207.232.39.2

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Hi!

I'm facing many problems working with administrative client when managing large amount of sites/queues/operators.
the Administration GUI is very limited in managing features.

What I'm really missing are:

1. Capability to assign a queue to bulk of operators.
   Example: Support company with 50 employees working in shifts. If you have 6 sites with 10 queues on each site and you need to assign 50 operators to all/part of these sites and queues - how many clicks you need to make?
   
2. Capability to change the survey for set of queues/sites
   Example: All these from p.1 need to have same survey for pre-chant and off-line. Each survey is built from 5 fields, different from the existing one. With the current operator (BTW - why in operator, it should be in Administrator client) client I need to create 120 (60+60) surveys each one built from 5 elements. how much time this will take? Remember that I need exactly the same queue for off-line and pre-chat survey for ALL sites/queues.
   
3. Capability to change chat button images in bulk
   Example: Same situation as above. I need to change ALL images for all queues. Should I make 240 replacements? (6 sites * 10 queues * 4 images for each queue.)
   
4. Canned responses - ability to merge field from survey.
   Is it possible to create canned responce template(s) that will use data provided by customer during pre-chat survey? Like: "Hello dear %firstname%, How can I help you?", where the %firstname% is the value of required filed from the pre-chat survey.
   
5. Accessing canned responces in Operator GUI is not as easy as we are expecting when there are already assigned all 10 possible hotkeys. In chat session it takes a lot of time to re-assign the hot-key to be able to respond with it. Also it could be nice to group canned responces by category.

May be I'm missing some functionality in administrating client? All these posted above are critical.

Best regards,
Alexander Kaufman.

P.S. I don't have an option of purchasing the API and writing my own administrating GUI with multi selects etc. Direct edits in database means to reverse engineer the application.

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eweber replied on 01-16-2007 1:54 PM | 24.248.49.20

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Alexander, the API or direct manipulation of the database would probably be the only way to achieve the above requests.  I'll note this and see what we can do going forward.  The issues you mentioned are why we created the API, whereby customers could write custom applications to accomplish their specific needs.

 Thanks.

Eric Weber