SightMax Products

When SmartMax software set out to create a state-of-the-art Live Chat and Monitoring solution in 2004, we did not set out to satisfy a select group of business owners. No, our team set out to develop a solution for all businesses. For this reason SmartMax developed SightMax times four, a solution for every business situation.

First an installable Live Chat and Monitoring solution, SightMax SMB, for the business owner who wants it all… and wants control. You buy it you own it, period. Business owners wanted a Live Chat solution that they could install on their own server and we listened.

Next, SightMax OnDemand, is the ideal solution for clients who want to rest-assured that we have your Live Chat covered. This SaaS (Software as a Service) offering is a fully-managed solution. Sign-up, place simple tags on your Web site, and we’ll handle the heavy lifting, no server required.

Today’s businessman MUST be able to do business “on the go”. So, we developed SightMax Mobile, a Live Chat and Monitoring application for your iPhone. Now you can Live Chat and Monitor on the go… THE solution for today’s businessman.

The final and newest weapon in our arsenal is SightMax ECS. This cutting-edge solution offers full integration with multiple social media and third-parties from Facebook and Skype to Salesforce and comes in both Installable and OnDemand flavors.

Looking for a Live Chat and Monitoring solution that fits your business needs rather than the other way around? Look no further than our SightMax solutions.

Download Operator Console

Installable Server Customers

Please download the SightMax Operator Console from the link shown below (please consult with your SightMax Administrator to determine the correct version of your current SightMax Server):

– SightMax SMB 8.0 Operator Console

– SightMaxECS Operator Console

SightMaxOnDemand Hosted Customers

Please click on one of the links below to start our 1 Click Deployment (please contact your supervisor, or contact us via chat to determine your account version):

SightMax 7.5 R2 Operator Client

SightMaxECS Operator Client

Click on Install button and download “setup.exe” on your computer, then run the file to install the SightMax Operator Client. After the installation is completed, you will see a login screen. Please use your login credentials you have received from us, or from your SightMax Administrator.

What's New

New! Social Media Enabled with Full Facebook™ Integration (Live feed)
• Create Facebook events
• Add posts and comments to your company Facebook wall directly from the Operator Console
• Answer customer questions on your company Facebook wall directly from the Operator Console
• “More” button to view older posts
• Viewable Wall and pages available<

New! Twitter™ Integration
• Write tweets directly from the Operator Console
• Ability to Retweet posts
• Answer customer questions on your company Twitter feed directly from the Operator Console
• Live Twitter Stats activity (mentions)

New! Salesforce™ Ready

• Full Salesforce Enterprise integration
• Gives the Operator the ability to add the ended chat into Salesforce
• Add/Modify the Visitor information in Salesforce
• Has the ability to create, search and retrieve the Accounts, Contacts and Cases from Salesforce

New! Zendesk™ Ready
• Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.
• Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk account, keeping all the chat history and support tickets in one place
• Operators can also create tickets for any visitor even if they are not in a chat.
• Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console

New! Forced Chats – Gives the Operator the ability to start a chat with the Visitor, without any invites, or interaction from the Visitor

New! Lock Chat (Private chats) – Chats can be taken private for privacy.

New! Live Stats Dashboard

• Shows the total values for current day (Unique Visitors, Returning Visitors, Total Visitors, My Chats and Total Chats)
• Live Twitter Stats activity (mentions)
• “Right Now” Dashboard (Real -time graph based upon current activity on the website)

New! New Visitor Details Tab – The Visitor Details tab contains the Visitor Profile and will automatically display the Visitor’s Name, Email and the Phone#; this information is automatically filled in, if the Customer had a previous chat, or if they entered their information in the PreChat Survey.

New! .NET 4.0 Framework- SightMax ECS now uses .NET 4.0 for both Server side and Operator.

Installation

Please follow the instructions below to install the SightMax Operator Console:

1. Download the SightMax Operator Console

2. Run the installation file on your PC

3. During the installation process, click Next until the installation is completed

4.  After the installation process is completed you will have the SightMax Operator Console shortcut on your desktop

5. Double click on the shortcut to run the application, then enter your Operator login information

Logging In

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: The IP address, or hostname of your IIS website that holds the SightMax virtual directories (Web Services: SightMaxAgentInterface and SightMaxWebServices)

Save Password: Saves your password, allowing for one click connection.

PLEASE NOTE: If you cannot view the options for ‘Account:’ or ‘Web service URL:’. Click the button to expand the login dialog.

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’.

Sign In/Out Of Queu

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)

Sign in the Queue

 

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.

Illustrated below are the five ways to answer chats from the operator console. Please note, the panels are dockable to any location, so your layout might be different than shown below.

You can answer new chat requests by selecting the “Next” button on the Ribbon Bar.
If you have the “Supervisory Chats” Panel exposed, you can right click and answer a new chat.
From the main “Visitor” Panel, you can right click on the visitor and answer the chat.
From the “My Chats” Panel, you can right click on the new chat request and answer the chat.
From the “My Chats” Panel, you can click on the “Next” button and accept the new chat request.

Responding To Chat

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.

Chat handling in SightMax 7 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.

Transferring A Chat

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 transferring 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 in the same way.

Shown below are multiple ways to transfer a chat request.

You can select the “Transfer” Button from the Ribbon Bar and choose to transfer to an individual operator, to another queue and either enforcing the pre-chat survey or skipping it, as well as, transferring to a completely different website. The Transfer Button will drill down as shown in caption 3.
You can right click on the visitor and choose transfer.
If visible, you can right click on the Supervisory Panel and choose transfer.
From the “My Chats” Panel, you can right click on the chat and choose transfer.

Accepting/Rejecting Transfer Request
When an operator transfers a 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…’. The transfer option appears on the main Visitor panel, the “Chats” panel and the “My Chats” panel.

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 while in a live chat to another queue or domain by clicking on the ‘Transfer button’ or on the ‘visitor chat name’ or in the left tree view. Then select from your available options.

Ending A Chat

You can end a chat by right clicking on the chat (in the Chats panel) 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.
You can end the chat by clicking on the “End” button on the Ribbon Bar.
If you have the “Supervisory Chats” Panel exposed, you can right click and select “End Chat”
From the main “Visitor” Panel, you can right click on the visitor and select “End Chat”
From the “My Chats” Panel, you can right click on the chat and select “End Chat”.

Join A Chat

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

You can “Join” by highlighting the visitor in a chat and clicking on the “Join” button on the “Ribbon Bar”
From the Supervisory Panel, you can right click on a chat and choose “Join Chat”
From the Visitor Panel, right click on the chat in progress and choose “Join Chat”

Join A 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.

You can join a chat as a coach by highlighting the visitor in a chat and clicking on the “Coach” button on the “Ribbon Bar”
From the Supervisory Panel, you can right click on a chat and choose “Coach Chat”
From the Visitor Panel, right click on the chat in progress and choose “Coach Chat”
When the Coach mode is activated, all the text written by the Coach will appear in the Operator Console Chat panel, visible to the other Operator only. The Visitor cannot view the text written by the Coach (blue text).
When the Operator joins an active chat as a Coach and the Coaching Mode is activated, the Chat panel will turn black and all the messages typed in the chat panel will only be visible to the other Operator.

Salesforce

New! Salesforce™ Ready
• Full Salesforce Enterprise integration
• Gives the Operator the ability to add the ended chat into Salesforce
• Add/Modify the Visitor information in Salesforce
• Has the ability to create, search and retrieve the Accounts, Contacts and Cases from Salesforce

ZenDesk

New! Zendesk™ Ready

• Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.

• Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk

account, keeping all the chat history and support tickets in one place

• Operators can also create tickets for any visitor even if they are not in a chat.

• Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console

Twitter

New! Twitter™ Integration
• Write tweets directly from the Operator Console
• Ability to Retweet posts
• Answer customer questions on your company Twitter feed directly from the Operator Console
• Live Twitter Stats activity (mentions)

Facebook

New! Social Media Enabled with Full Facebook™ Integration (Live feed)
• Create Facebook events
• Add posts and comments to your company Facebook wall directly from the Operator Console
• Answer customer questions on your company Facebook wall directly from the Operator Console
• “More” button to view older posts
• Viewable Wall and pages available<

Operator Im Messaging

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’.

Simply check ‘Spell Check before sending IM segments’.

Click ‘Ok’ to save your changes.

Virtual Earth

Click the ‘Virtual Earth’ tab to view 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 

Peak Messaging

This cool feature allows Operators to get a head start on their answers while in chat by letting them view each and every character that the visitor types in real-time…before it’s actually sent! Operators can prepare responses as visitors’ type, which saves valuable time.

Language Translation

New! On-the-Fly Language Translation engine – We’ve implemented a new translation engine that will automatically detect 52 languages (Afrikaans, Albanian, Arabic, Bulgarian, Catalan, Cherokee, Chinese, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak ,Slovenian, Spanish Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Yiddish). When the Visitor will start typing in their foreign language, the language will be automatically detected and the Visitor’s chat segments will be translated on the fly into the Operator’s default language.

Operator Console Automatic Translation “Confidence Level” - the On-the-Fly Translation language has a customizable predefined “Confidence Level” as a gauge of how confident the translation service is of the visitor’s language during detection. This setting can be adjusted in the Operator Console settings.

Manual translation language override – The Operator will be able to either disable the automatic translation, or if the Operator determines the language detection is not accurate, he/she could manually change and choose a new language.

The Operator will be able to type in English and the chat segments will automatically be translated on the fly in your own language.

Even if English is not your primary language, you can change your Operator Console default language to your primary language and our translation feature will still work. Whatever you will type in your Operator console in your primary language, it will be automatically translated to the Visitor and vice versa. We think this is pretty cool!

Dragos 8:51:24 AM SightMax Installable for 2 Operators is $399.
SightMax Installable pour 2 operateurs est de $ 399.

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 reponses.
It’s perfect. Thank you very much for your answers.

Visitor 8:52:17 AM us recontacterai surement
Recontact us surely

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

 

QuickView HyperChat Engine

During a live chat session and based on the first few characters typed by the Operator, a listing of common responses used in previous chats will pop up and the Operator will select the appropriate response. This will speed up the Operator’s response time and increase the Operator’s ability to handle more concurrent chats. Consider this a real-time dynamic Canned Response Engine.

In the example below, the Visitor asked how to customize the chat window background image. The Operator typed the word custom and the HyperChat Engine showed several common responses used in previous chats.

You can disable the HyperChat Engine from the Operator Console > Settings > Options:


Send Chat Invited

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.

When the visitor accepts the invite, their host name will become their chat name and you will be able to see the handshake icon.

Custom Text Invite

Operators can send custom text invites to visitors on the site. From the operator console, simply right click on a visitor and select “Send Text Invite”, whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. You can pop up messages such as “Hi Bob, welcome back. If you place your order today we can give you 10% off, just click here to take advantage of this savings”!

After the clicking “Send Text Invite”, the “Text Invite” dialog pops up. Simply type your message and click send. The visitor is then sent your popup text invite, which they can click to accept or cancel.

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 harassing 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.

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 Operator Canned Responses.

Click ‘Canned Responses’ and then ‘Manage’ to open the Canned Responses dialog.

After clicking on the Manage button you will be able to view the Canned Response Manager. You can either choose to manage the Account Canned Responses, or the Operator Canned Responses.

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 keys. 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 Panel, 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 double-click on any Canned Response to edit the text message.

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.

You can rearrange the Canned Responses by clicking on the up or down arrows to set their priority:

After you edited the text message for the Canned Response, you can click to the side, so the text message will become orange and ready to save. When you are ready to save, click on the blue disk icon to save the Canned Response message:

You can click on the Trash bin icon in the Account Manager Window to delete the Canned Response:

There are two types of Canned Responses: account wide and Operator Canned Responses.

To use the Canned Responses, you will need to Add a shortcut for each Canned Response. You can add shortcuts to the Account wide Canned Responses:

Add shortcuts to the Operator Canned Responses
You can add shortcuts to the Operator Canned Responses by right clicking on it and then left click on
“Add to shortcut”.

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.


Chat History Search

Reports

OverSight Interactive Reporting Engine

New! OverSight Interactive Reporting Engine - One of our favorite new features! Version 7 development allowed us to extend our reporting capabilities and create new state of the art reporting engine. Our new “OverSight” Reporting Engine allows operators to look at historical report data interactively. You can drag and drop column headings to sort data they way YOU want to view it. Need a visitor report sorted by Organization? Well…simply drag the column to the column header and you’ve got it. How about visitors by Organization, by State and by City… you’ve got the idea, that’s “OverSight“! OverSight shows you pie charts, line graphs and bar charts as well as tabular data information.

SightMax includes a complete set of Administrative Reports. See below for a listing and description of each report.

Website Summary Report: The Website Summary Charts provide a quick and general overview of your website activities. It shows the Site Timeline chart for your chatspage views, unique visitors and returning visitors. You can also view the Chats ChartTop 10 Visitors and the Virtual Earth Visitor information for each and every Visitor to your website.

Visitor Summary Report: The Visitor Summary provides detailed graphs, charts and chat history of the Visitors that have visited your website. You can view charts and graphics for the Visitor TotalsBounce RatesBrowser ChartsGeolocation Information and Visitor Activity.

These types of reports will enable you to view the Visitor’s footprints on your website.

Chat Summary: The Chat Summary provides charts, graphs and historical chat details. You will be able to view graphs regarding the Chat Timeline of Abandoned and Accepted ChatsChat Totals for Queues & Operatorsfor all of the QueuesOperators and Abandoned Chats.

The chat summary also provides information about the Chat Averages (Chat Segments and Minutes) and theChat Activity. This provides accurate information about all the chats on your websites in one place, centralized with an OverSight over all your websites.

Page Summary: The Page Summary provides charts, graphs and analysis of the pages your visitors have viewed. You will be able to view the Timeline for the Page Views, graphs for the Top 10 Referrers, the Top 10 Longest Visited (in Minutes), the Top 10 Keywords (very useful for marketing campaigns), and the Top 5 Entry/Exit Pages, the View percentage (%) and the Page Activity graphs and information about the links visited from your websites.

Operator Summary: The Operator Summary provides charts, graphs and all the chat history of the Operators. You will be able to view all the information based on the Operator names, the Accountability Graph, Operator Statistics, graphs for Chat times including Survey and Chat details. This is crucial to determine theOperator’s accountability and productivity.

Queue Summary: The Queue Summary provides detailed graphs, charts and historical chat data for all the Queues. The Operator will be able to view graphs for the Average Chat Length (in minutes)Timeline for Chat Times, including all the Chats and Survey Summaries (per Queue).

Search Summary: The Search Summary provides statistics on leading search engines and the keywords visitors used to land on your website. The Operator will be able to view the Search Timeline for all the major search engines, Bing Top Keywords, Yahoo Top Keywords, Google Top Keywords and the Other Search Engines Top Keywords charts, including the Search Activity (includes keywords usedreferrer information,referrer URLlanding pageKeyword SummarySessions Using this Keyword graphs).

Campaign Summary: Our conversion tracking module allows you to track campaigns based on cost per click, duration of the campaign. Campaign tracking would not be complete without our vast OverSight Dashboard reporting engine. With this, we’ve given you ways to see your results at a glance or to get really interactive and massage the results to your liking and drill down to the specific visitor and chat.

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

Enable Translation

SightMax is using the Google Translation Engine.

There are two steps that need to be completed, so you can start using the translation feature:
1. Purchase the Google API key for $20
http://code.google.com/intl/pl/apis/language/translate/v2/pricing.html

2. You can enter your Google Translation API key in the SightMax Admin Console at the website level

3. Start a new chat as a Visitor and type text in a foreign language. SightMax will automatically detect the language and translate on the fly.

What's New

New! Completely New and Redesigned Admin Console
• the SightMax Admins will be able to generate javascripts with or without JSON and jQuery
• Create Operator Group Abilities
• The SightMax Admin has the ability to generate the javascripts for both chat windows (dynamic chat button with a pop up chat window and inline chat window

New! Zendesk™ Ready

• Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.
• Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk account, keeping all the chat history and support tickets in one place
• Operators can also create tickets for any visitor even if they are not in a chat.
• Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console

New! Floating Chat Window – New Floating “DIV” Style Chat Window with Advanced Pro Active Chat Capabilities
• Inline chat invite
• Regular chat invite
• Custom text invite
• New Proactive Chat gives the Operator the ability to start a chat with the Visitor without any invites or interaction from the Visitor
• Reactive Chat

New! Operator Group Abilities (All features are selectable per Operator) – Gives the SightMax Admin the ability to create Group Levels and assign special abilities and/or Restrictions
?Chat abilities: Join chat, Accept New Chats, View Non-participating Chats, Send link, Coach Chats, Lock Chat, Push Page, Transfer chat
Session abilities: Co browse, Release Visitor Ban, Send Invites, Virtual Earth, Ban Visitors, Send Text Invites, Lockup Session Chats
Operator Abilities: Manage Business Rules, Retrieve Reports, View Private Chats, use Twitter, Login to Salesforce, Perform Chat history search, Login to Facebook, Login to Zendesk

New! Bad Word filter (Block Visitor, Block Operator, Block Database)

• Customizable regular expression engine
• Can block foul language
• Can block credit card numbers from being displayed in the chat window, or Operator Console, or saved in the database
• Can block SSN numbers, Medicare IDs and email addresses from being displayed in the chat window, or Operator Console, or saved in the database

New! Operator Avatars – Manageable from the SightMax Admin Console, the Admin can upload photos into the Admin Console
• The Operator’s pictures will appear in the chat window when they accept a new chat request
• The Operator pictures will also change after a chat transfer to a different Operator

New! Website Custom Variables Automation
• Site Variables can be added in the SightMax Admin Console at the Site level
• Invaluable feature if you are interested in automatically displaying additional customer/visitor information in the Operator Console, if your customers are already logged in on your website(s)
• If you know your website variables (Ex. Username, first name, last name, Customer ID) you can add them in the SightMax Admin Console at the Site level and these values will be displayed in the Operator Console Visitor Panel.
• The site custom variables are also available in our Reporting Dashboard, in the Visitor Activity Reports.
• The Operator can also use the Column Chooser to add, or remove the Site Variables from the Visitor Panel
• The Custom Site Variables have been added to the Business Rules as Rule Triggers Profile Variables where an Operator with Admin rights can create automatic Business Rules that will proactively invite the customer to chat, push the Visitor to another URL, send an email, send chat invites (regular and custom text invites), alert Operators and much more.

New! Enhanced Chat Transcripts
• Time stamps available in the emailed chat transcripts
• The Prechat Survey information is included in all emailed chat transcripts

New! SightMax ECS Custom Cloud Configuration
• SightMax ECS supports multiple WebServices deployed across multiple webservers
• please contact our Sales department via email at sales@sightmax.com for more information

New! .NET 4.0 Framework- SightMax ECS now uses .NET 4.0 for both Server side and Operator.

Server Setup

Installation – Assuming you already followed the Installation Guide and finished the installation process successfully, then you may proceed to log into the SightMax Admin Console for the first time.

Login – Now double click the SightMax Admin Console shortcut located on your Server’s desktop and enter your login information. Initially, you will need to use the standard login username and password:
Username:
sysadmin
Password:
newsysadmin
WebService URL:

Enter the IP address, hostname or fully qualified domain name (FQDN) of your IIS website that holds our SightMax virtual directories. Note: It is the IP address or the hostname of the site you selected when you ran the IIS Editor during the installation process.

Set up Account – After you have successfully logged into the SightMax Admin Console you can continue setting up your Account:

Add a Site

Create Queue/Department Name (i.e. Sales, Support)

Create Operator names along with passwords

Chat Code Generation – Once your account has been completed you will need to generate your chat javascript.

Login in the SightMax Admin Console > Site > click on your Queue Name > select “Inline Monitor and Chat” > Select the code > Copy > Paste it in your website source code, within the body.

Account Canned Response

Account Administrators can create account wide canned responses. These canned responses will be available for all operators to view and use, but only account administrators can add and edit canned responses created at the account level.

NOTE: Operators can add and edit their own personal canned responses as well as using account wide responses.

Adding an Account Wide Canned Response:
Right click on the ‘Canned Responses’ heading under an account you have setup then click ‘Add Response’.
Next, enter your ‘Canned Response Name’ and ‘Canned Response Text’ and then click the ‘Add’ button to continue.

Editing an Account Wide Canned Response:
Click on the Canned Responses heading in the System Items pane to show a list of all the canned responses in the right pane. Simply right click on each canned response and select rename response, modify response or delete response.


SightMax ECS Server Installation

System requirements for SightMax Installable Server:

Operating System (dedicated server or VPS):
-Windows 2003 Server Family
-Windows 2008 Server Family

IIS 6.0 or above with .NET 4.0
Microsoft SQL Server (either SQL 2005/2008 Express or Standard)
WCF Activation if using IIS 7 and Windows 2008 Server (both HTTP and non-HTTP activation)

Minimum Hardware Requirements 1 Gigahertz (GHz) or higher processor clock speed with 1 GB of RAM;
Recommended Hardware Requirements: Dual core CPU, or Quad Core CPU with 4 GigaBytes (GB) of RAM or more.

1. Download the SightMax Server Installation file to your server’s desktop from the following location (choose the appropriate version based on the license you purchased, or plan on purchasing):

Download SightMaxECS Enterprise Server

Download SightMaxSMB (Small Business) Server

2. The install will show requirements that are not currently installed on the server. This can show the Microsoft .NET Framework 4.0. Click Install.

3. Run the installation file

4. If you did not have the .NET 4.0 Framework already installed, the .NET 4.0 Framework Web Download will start installing.

5. After your Windows server was rebooted due to .NET 4.0 installation, the setup window will appear. Click Install.

6. The SightMax Installation will start with the welcome screen. Click Next

7. Accept the agreement, then click Next

Select the location that you want the SightMax Server files to be installed to. Default is C:\Program Files (x86)\SmartMax Software, Inc\SightMax\ Click Next.

8.You MUST run the IIS Editor, even if you have run it previous with previous SightMax versions.

Select the Website you want to install SightMax Virtual Directories and click Add (you can repeat this on as many websites as you want). Click close when you are done and continue with the install.

NOTE : If you will try to open IIS editor and you receive an error, please follow this KB article on how to create the SightMax Virtual Directories (in Windows Server 2008) :

http://livechatsupport.sightmax.com/entries/313083-how-to-create-sightmax-virtual-directories-and-applications-for-the-windows-2008-server

After you finished the step continue and click Next.

9. Enter your mail server address and email accounts for your SightMax 7.5 R2 to use when sending and receiving email ( Ex. SightMax will send emails regarding offline message left by visitors, missed chats etc)

10. Select the SQL Server you want to use from the dropdown, or type in the SQL Server Instance Name. Example: a SQL Server 2008 Express is named (local)\SQLEXPRESS.

Select whether you want to use NT or SQL Authentication (this will be dimmed out if you installed the SQL Server Express)

11. Click Install and Next until the installation is completed

Logging In

Logging into the SightMax Administrator for the first time

Administrator Login Information
Administrator Login: sysadmin
Password: newsysadmin
Web Service URL: Simply enter the URL of the website that you installed SightMax under.
(ex. www.MySightMaxServer.com)

Click the ‘Login’ button to continue.

Remote Administrator Login
System Administrators can now login and administer SightMax from any machine that has the Remote SightMax Administrator installed. By default, it is located in C:\Program Files\SmartMax Software, Inc.\SightMax\AdminConsole\sightmaxadministrator.exeNote: sightmaxadministrator.exe simply needs to be copied and run on any machine from which you want to remotely login.

Creating An Account

Creating an Account:

Right click on Accounts and select ‘Add Account’.
b. You will need to enter the following account information:Name: Enter the name of the account you are creating (This is typically a company name).

Named Operator Limit: Enter the number of operators that can be created within this account.

Concurrent Operator Limit: Enter the number of concurrent operators that can be logged in at any given time.

Website Limit: Enter the number of sites that can be created within the account.

URL Page Tag: By default, SightMax will create page tags based on a “relative URL”, if you are going to be installing and using SightMax on a different server from your webserver URL, you might consider adding the absolute URL, the SightMax code will be appended to the URL defined below
(ex. http://www.mycompany.com)

Number of days to store data: Enter the number of days you wish to keep retain data. Zero is unlimited, which will store data indefinitely never purging. NOTE: Once data is purged it is deleted permanently from your database.

Add A Website

Creating a Site:
Under each account that you create, there will be a heading for Operators and Sites. Right click on Sites and select ‘Add web site’.

You will need to enter the following Site information for each Site you setup:

Site Name: Enter the name of the website you are adding.

Number of days Allowed for Report Generation Enter a value for the number of days allowed to generate reports (this will prevent Operators from generating reports for large period of time). Default Value is 180 days).

SMTP Server: Enter the SMTP server that the site uses for sending email.

Visitor Ban Time (seconds): Amount of time in seconds that a visitor is banned if an operator chooses to ban a visitor from harassing them.

Use SMTP Authentication (Optional): Check this box if your email server requires SMTP authentication.

SMTP Username: Enter your SMTP username.

SMTP Password: Enter your SMTP password.

Verify Password: Re-Enter your SMTP password.

Note: When visitors click the chat button and no operators are available, they will have the option to email the operator/queue that is currently offline.

Add A Queue

Queues are created in the context of a site. A site can have multiple queues such as Sales, Support or any others you want to create.

Creating a Queue

There are three ways that a queue can be created.a. Right click on the site name in the System Items pane and click ‘Add queue’.

Click on the Sites heading in the System Items pane to show a list of all the sites in the right pane. Then right click on the site you want to add a queue too and select ‘Add queue ‘.

If there is already an existing site, you can click on that site under the Sites heading in the System Items pane to show a list of all its queues in the right pane. Simply right click on any queue and select ‘Add call queue’ to add another queue.

You will need to enter the following Queue information for each Queue you setup:

Queue Name: Enter the name of the queue you are adding (Ex. sales, support, etc.).

Queue email address ‘To’: Enter the email address where all offline messages for this queue will be sent.

Queue email address ‘From’: Enter the email address that you want the offline responses to be from.

Operator Concurrent Chat’: Enter the number of concurrent chats that the operators assigned to this queue can accept. When operators hit the threshold, they are automatically signed out of the queue; when one of their chats ends, they are signed back into the queue.

Chat Request Timeout: If a chat goes unanswered for the duration set in this field, the email recipient assigned to this queue will receive an email of the missed chat opportunity and the visitor will be routed to the offline chat survey.

Auto Email Transcript to Queue after Chat Session: You may have all chat transcripts emailed to the Queue Email Address after a chat session is completed. To do this, just select ‘Email transcript to Queue’.

Manage Permission

New! Operator Group Abilities (All features are selectable per Operator) – Gives the SightMax Admin the ability to create Group Levels and assign special abilities and/or Restrictions

?Chat abilities: Join chat, Accept New Chats, View Non-participating Chats, Send link, Coach Chats, Lock Chat, Push Page, Transfer chat

Session abilities: Co browse, Release Visitor Ban, Send Invites, Virtual Earth, Ban Visitors, Send Text Invites, Lockup Session Chats

Operator Abilities: Manage Business Rules, Retrieve Reports, View Private Chats, use Twitter, Login to Salesforce, Perform Chat history search, Login to Facebook, Login to Zendesk

Add Operators

Operators are created in the context of accounts and are associated with sites and the sites’ queues, if any.

Creating an Operator
Right click on the Operators heading in the System Items pane and click ‘Add operator’.

Enter an operator name, password and then click the ‘Add’ button to close the dialog and continue.

Note: Click ‘Is Account Admin’ if you would like that operator to be an account admin. Account Admins will automatically belong to all sites and their respective queues in that account.

Generate Chat Code

Monitor Tag

In order for operators to monitor the activity of their website, a monitor tag (JavaScript code) is generated in the SightMax Administrator and then manually added to all of the pages of their website.a. Right click on the queue you would like to generate the monitor tag for.

A new dialog will open and display the monitor tag. Simply copy and paste the tag into each page of your website directly above the </BODY> tag. The following code is an example of what your monitor tag will look like:

<!-- Monitor tag for site SightMax.com (ID: 1000) on Queue Sales (ID: 38) -->
<script language=javascript src="http://chat.sightmax.com/SightMaxAgentInterface/Monitor.smjs?siteID=1000&queueID=38"></script>

Chat Tag (Chat Buttons)

The chat icon tag is the code that will actually display chat buttons on your webpages. The chat buttons will change indicating the current status of a queue (such as whether or not an operator is available to chat). The chat icon tag is generated in the SightMax Administrator and then manually added to any page where you want the chat button to be displayed.a. Right click on the queue for which you would like to generate the chat icon tag.

b. A new dialog will open and display the chat icon tag. Simply copy and paste the tag into each page of your website where you want the chat button to appear.

Website Integration

SightMax is extremely easy to integrate on your website by just adding one line of code within the body.

Simply generate your inline monitor code and use your favorite text editor to add a code to the source code of your web pages.

Register Server

Registering SightMax

This section is ONLY for registered owners of SightMax that are activating the full version. Demo users have 15 days to evaluate SightMax before it expires. Demo users need to skip to the next section to continue.The license status, expiration date, number of operators licensed and number of sites licensed is displayed at the top of the SightMax Administrator GUI.

Requesting a License Key File
After purchasing SightMax, you will be sent an Order ID: number by email in order to request a license key file from the SightMax Administrator.

1. To request a license key file, click ‘Registration’ and select ‘Request License Key File’.

2. Enter your Order ID: in the textbox and click the ‘Request License’ button to continue. An emailed request will be sent to our sales department.
Installing a License Key File

3. Once you have received your SightMax.lic file, you will need to save it to your hard drive. It can be saved anywhere, but we recommend creating a ‘SightMax License’ folder (or any other folder with the name you choose) for this file. Please keep a backup of this file as it is your license key.

4. Click ‘Registration’ and select ‘Install License Key File’.

5. Explore to the directory where your SightMax.lic file resides and then click the ‘Install’ button to continue.

6. A dialog will pop up and display the current license you are running as well as the license that you are about to register. If the license information is correct, click the ‘Ok’ button to continue. Otherwise, contact our sales department for assistance.

7. Click the ‘Ok’ button to finish activating your license.

Enable Translation

SightMax is using the Google Translation Engine.

There are two steps that need to be completed, so you can start using the translation feature:
1. Purchase the Google API key for $20
http://code.google.com/intl/pl/apis/language/translate/v2/pricing.html

2. You can enter your Google Translation API key in the SightMax Admin Console at the website level

3. Start a new chat as a Visitor and type text in a foreign language. SightMax will automatically detect the language and translate on the fly.