Above is screen shot of visitor monitoring windows. This
application is simply like any other windows application.
You need to just download application in zip format. Unzip
Application at desired location (desktop). Run this application
like any other windows application, 1st it will ask you
to login. Just login the way login at web base Live2support
! Live Chat interface.
After sucessful login you will see above window. We try
hard to keep all function similar to our web base interface,
but you will see some difference in interface and working.
The following is explaination of points you need to use
this application :
To view visitor details click on visitor IP address
(select visitor) then click View Details button or right
click on visitor IP address then select View Details
in pull down menu.
You can minimize visitor chat window to system tray.
Visitor monitoring will continue and application will
stay in system tray (bottom right corner of you computer
screen). Application will notify you whenever new vistor
is there or visitor requested a chat.
To pick-up chat you just double click on visitor IP
address chat window will open-up. If you have minimzed
visitor monitoring window you will hear ring sound as
well you will see alert box at bottom right corner,
just click on IP address in alert box to accept chat.
If alert box disappear, just double click on Live2Support
icon in system tray this will bring visitor monitoring
window , select visitor ip address then click Accept
botton.
Online - When Online box is checked mark, this show
the onlne status to your visitor and you are ready to
accept chat invitation.
Offline - When your Offline box is checked mark, an
off-line graphic will be displayed on your website,
even when you are logged in but don't want to show the
on-line graphic on your website. You can watch visitors
of your web site silently without knowing them that
your online.
Details of visitor's list in monitoring window :
1. Visitor IP - This is the visitor's IP address.
On chat request, pick-up chat just double click on
the visitor's IP address or select the IP and press
"Accept" Button. P. Visits - No. of previous
visits of a visitor with the same IP address at your
web site.
2. Status - Displays the current status of the visitor
on your site.
In site - This indicates, visitor is currently
in your site and viewing the current page
Out of site - This indicates that the visitor has
left the website.
Chat Request - This indicates that the visitor has
initiated the chat request and waiting for the support
executive to pick the chat. Simultaneously the browser
plays a sound for intimating the support executive
that the visitor has initiated the chat.
Chatting with ... - indicates that the visitor is
currently chatting with a support executive.
Administrator can also participate in this chat
just by clicking on the IP address.
Chat end - This indicates that the Visitor/Support
Executive has close the chat.
Chat Refused - This indicate chat has been refused
for this visitor by or another support executive.
Leaving Message - This indicates that the visitor
is leaving (typing) offline message (on Offline
message window) for you.
Msg. Send. - This indicates visitor completed send
message process.
Leaving site - This indicates that the visitor is
inactive on this page or visitor has left the website.
3. Duration - This specify the duration of the visitor
on your website
4. Page - This specify the page the visitor is currently
viewing
View Details Button - Clicking on this gives the detailed
information of the visitor, which can be seen, at the
bottom of the monitoring window.
Accept Button - On chat request, select the IP address
by single click and press "Accept" to pickup
the chat.
Busy Button - Refuse a Chat - Visitor will redirected
to leave a message window
Invite Button - This option enables the Operator to
send a chat Invitation to the visitor for chatting.
When you click on Invite link in visitor monitoring
window, a chat window open on visitor sidewith invitation
message asking for name and email (This you can switch
off). You hear ring sound in visitor monitoring window
(Ring sound means chat window is opened successful at
visitor side), if you do not hear ring sound in few
seconds (15-30 sec.) of clicking Invite link this means
visitor is using pop-up blocker and chat invitation
is not successful due to pop-up blocker.
Once chat invitation window is opened asking name and
email, visitor has to click on Continue button to continue
chat, if visitor does not click on continue button then
you will see "User has not picked up chat"
or visitor closed chat invitation window just after
clicking on continue button before you pick-up chat.
Delete Button - Clicking on this will delete the visitor
entry from the Monitoring screen.
Sound Off - If this box is checked mark, it means you
will not hear sound when a new visitor visit on your
website.
Proactive Pop-up URL - This is the unique and very
helpful feature. This allows you to push a URL to a
client who is browsing your web site even when you are
not chatting with the visitor. This feature helps you
to send special offers to specific visitor or help them
to view your web site. First select the visitor through
single click and then type the URL including http://
like (http://www.live2support.com/pricing.php). If "Open
is same window" is checked mark then current visitor
page will be replaced with this page otherwise a new
window will open. Press "Send" to send the
pop-up URL on visitor side.
These are the details of visitor you get after the
clicking on View Details Button option :
URL - Complete URL of the page the visitor is currently
viewing
Refere - Displays the URL, visitor came from.
Browser - indicates which browser type the visitor
is using.
Os - indicates which OS the visitor is using
Java - "yes" indicates Browser can run Java
application (Java Applet)
GMT+/- User Time - User time zone difference from
GMT time and user current system time
Screen/Colors - Visitor's monitor screen dimension
in pixel and color depth
Language - This Indicates which language the visitor
is using.
Online Support Executives : This is the drop down list
of current other logged support executives.
Send Message - Through this option the support executives
can send their message to other Support executive or
the Administrator. First select the executive from "Online
Support Executives" drop down menu. Type the message
in the message box and press "Send Message"
Buttons to invoke other functions :
View Message - View messages sended by other support
executive or Administrator in last 30 minutes.
Control Panel - Clicking on this option will popup
control panel window.
Transcripts - Clicking on this option will popup the
list of previouse chats
Logout - This is to logout from the monitoring window.
Visitor's Email : Here you will see the Visitor email
address (if visitor typed his/her email address before
you picked up chat)
Timer : Time duration of this chat
Close Chat : Click on this button to close the current
chat session.
Visitor Details : These are the details of the visitor
URL - URL ofthe page the visitor is currently viewing.
Refere - Displays the URL of the page the visitor
came from.
GMT+/- User Time - User time zone difference from
GMT time and user current system time.
Browser - indicates which browser type the visitor
is using.
Os - indicates which OS the visitor is using.
Screen/Colors - Visitor's monitor screen dimension
in pixel and color depth.
Language - This Indicates which language the visitor
is using.
Online Support Executives : This is the drop down list
of current logged support executives.
Send Message - Through this option the support executives
can send their message to other Support executive or
the Administrator. First select the executive from "Online
Support Executives" drop down menu. Type the message
in the message box and press "Send Message"
View Message - View message sended by other support
executive or Administrator in last 30 minutes.
Chat Transfer - To transfer current chat to another
logged in support executive.
Transcripts - This will open a new window displaying
list of previouse chats of current login.
Sound Off - If the box is checked mark then you will
not hear sound on new message else you will hear sound
in new message
Response - This option is used for predefined long
sentences. The basic idea of this option is to avoid
repeat typing of long sentences. You can define common
answers using Control Panel option "Edit Predefined
Responses". To select the desired response just
click on drop down menu and select the desired response
and press "Send" to send the message.
Push URLs - This option is used for sending a webpage
to visitor during chat. A seperate window will be open
on visitor side and page will be displayed. Under this
pull down menu, PUSH URL option is for defining URL
in message box and other will be the list of own predefined
PUSH URLs (definded in Control Panel under "Push
URL Edit"). To select the desired URL, click on
desired URL then click on "Send" button.
