How to use the dashboard

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Introduction

The dashboard is our main interface for monitoring the site's visitors and managing chat dialog with our visitors. each agent get's his own user account where he can initiate chat conversation with the site's visitors, transfer chats, send public messages and many other options depending on his permissions. The dashboard is the first page the agent will see after logging in. This manual explains the component of the dashboard. To completely understand the chat process, visit Chat management.

The visitors list

After logging in, the agent can monitor the site's visitors and see details about them. Note that in order to see visitors that haven't been related to him yet, the agent has to display all visitors in the filtering module which will be explained later on. Each visitor is displayed by a "card" on the visitors list where you can see the following information:

Information	Description	Example
Visiting page and visiting time	For each visitor you are able to see where is he located on your site (webpage title and department) and how long is his visit on this page and in the site.
Visitor's name and New visitor	Each visitor gets a unique serial name that can be changed later. If he is a new visitor and have never visited your site, he will be marked with a yellow star.
Visitor's status and messages number	The icon describes the visitor's status - whether he is on site (his chat is closed), opened the chat, writing or sent a message. The red bubble will indicate the number of unread messages. The last unread message will be displayed at the bottom of the card
Handling agent	If the visitor is related to an agent, you will see the agent's name on it's card. The colored stars describe whether the visitor is related to an agent, not related to anyone (in lobby) or blocked -You can see further information on the filtering chapter.
visitor information	The plus button will open additional information regarding the visit.
visitor details	When a visitor fills the contact form in the chat, the details will be displayed here. Any way, you can see his IP address and his browser.
Page visits	Here you can see which pages did the visitor visit and where did he come from. If he came form a search engine such as "Google" you can also see his search words.
Comments	Every agent can write his own comments about the visitor. These comments will be available when the visitor returns to the site. Only agents and manager can see them.
Chat details	Each agent can mark if the conversation was a success or not. He can also set the amount if a transaction occurred. These details will be displayed only to manager on the managers screen.
Former dialogs	All previous chat conversation with a returning visitor are displayed on his card. You can see the visit date and time as well as the actual messages.
Lead details	Only for customers registered to the lead system. when a visitor is sent by the agent as a lead and the agent saves his details in a dedicated form, these details are displayed in his card. This visitor will be marked by a green Lead icon.

The chat window

The chat window is where you will send and receive messages. There is one window for all visitors. every time you select one of the visitors, his details will be displayed in the chat window and you will be able to see the conversation. Beside sending a messages there are many action the agent can do. To completely understand how it works, visit the page Chat management.

Online/offline modes

The system has different status for the site itself and for every agent. These statuses has entirely different purpose:

Site status

The website has to conditional statuses that determine whether the chat is Online or Offline. To set the site to be online one of the agent has to check "V" next to it on the website list on the dashboard and vice versa. - note that only one of the agents has to change this status because it's universal.

This is where you change the site's status. It also shows you the number of visitors currently in the site.

The main value of each status:

online:

• The chat bar on the site has an online icon
• All automated messages is active - The opening message and the delayed messages.
• Conversation routing is active - depending on the agent's availability.

offline:

• The chat bar on the site has an offline icon
• None of the automated messages will work. Instead there is a dedicated offline message that will be sent to visitors who open the chat.
• When a visitor writes a message he will get a contact form. His message and his contact form can be sent by Email to a designated address.

Agent status

The agent status is rather different from the site status. Every agent has his own status which is automatically changing according to his availability and conversation limit. In the Agent management page, there is further explanation about conversation routing and agent availability. There are three conditional statuses to an agent:

status	meaning
Online	The agent is online. he is logged to the system and available for new conversations. The next conversation will be related to him depending on the routing rules (explained on the Agent management page).
Unavailable	The agent is online but he is unavailable for new conversation. In this situation, new conversations will be directed to other available agents. If there is none, the visitor would enter a waiting queue and return to be routed once one of the agents return to be available. If this status is initiated when there are already active conversations, they will remain active. moreover, the agent can manually take new conversations.
Offline	The agent's is offline. This means his not logged to his user account and can't converse with any visitors. If there is no other agents, the visitor would receive a contact form. If this status is initiated when there are already active conversations, the visitors will be disconnected and return to be routed once again.

In addition to the automatic status, the agent can simulate every status manually. For example he can set himself to be offline and still be logged to his account (for monitoring purpose). This manual status is saved for the agent and will stay the same for his next use. Under the sites list, the agent can see hi name, opening sentence, personal image and status.

The list menu - Filter and Sort the list

• sorting
• filtering
• broadcast list