LiveEngage Agent Guide. Version 1.0

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1 Agent Guide Version 1.0

2 Tle of Contents Contents LOGGING IN... 3 NAVIGATING LIVEENGAGE... 4 Visitor List, Connection Are, Enggement Br & Going Online... 4 ENGAGEMENT OPTIONS... 5 Tking n Enggment... 5 Trnsferring n Enggement... 6 Ending n Enggement... 7 Closing n Enggement... 8 Muting Your Sounds... 9 Enggement Messge Types FUNCTIONALITY Using Predefined Content Visitor Informtion Enggement History Agent Survey Multiple Enggements Logging Out Agent Guide Pge 2

3 LOGGING IN 1. Sign In to from: from the top right Sign-In drop down menu select. 2. Log in window LivePerson Account Numer LivePerson Site ID numer provided y your mnger User Personl User ID provided y your mnger, normlly your emil ddress Pssword Pssword provided y your mnger (If it is your first login, reset your pssword y clicking on the forgot your pssword link. Follow the instructions, nd n emil will e sent to you to choose new pssword) Agent Guide Pge 3

4 NAVIGATING LIVEENGAGE Visitor List, Connection Are, Enggement Br & Going Online When you login to you will see list of ll the visitors on your wesite disply. c d A. Visitor List: list of ll visitors on the tgged pges of your wesite. B. Connection Are: Clicking here will give you options to contct LivePerson nd serch LivePerson Knowledge Pcks. C. Enggement Br: Rel time dt on your performnce will disply here. Expnd the Enggement r for further detil. D. Going Online: Expnd this re to chnge your sttus in. d Awy: The wy stte should e used efore you re out to log off of. Bck Soon: Only used y smll usinesses with one gent. Online: Used when chtting. Agent Guide Pge 4

5 ENGAGEMENT OPTIONS Tking n Enggement Depending on wht rowser you choose to use, you my get sked to enle lerts in. It is suggested tht you lwys choose to enle or llow ll lerts. This will ensure tht you re notified when new enggement rrives for you to tke. A. Alerts you tht new enggement hs rrived. Clicking on this lert, will tke you into. B. Allows you to tke the enggement into your queue. The longer this utton is illuminted, the longer the visitor is witing. C. Enggement is ctive in your queue. Your experience is illustrted elow. c Agent Guide Pge 5

6 Trnsferring n Enggement c d e g f. Drop down menu ove enggement Select Trnsfer. Trnsfer Window You cn choose to trnsfer n enggement to c. Skill A group of gents, usully refers to specific line of usiness or pge(s) on wesite d. Agent A specific gent e. Serch nd Select Serch for n gent or skill, or select them from the list f. Privte Comment It is suggested you enter text explining the trnsfer. This will pper s privte messge to the receiving gent g. Trnsfer Completes the trnsfer Agent Guide Pge 6

7 Ending n Enggement c. Drop down menu Select End enggement. Pop up window A wrning messge will pper, select End enggement c. Inctive Enggements Enggements tht hve ended will remin in your inctive list until closed Agent Guide Pge 7

8 Closing n Enggement. Drop down menu Allows you to select close enggement. Close Enggement Removes enggement from your inctive list Agent Guide Pge 8

9 Muting Your Sounds You do hve the choice to mute your sounds in. Keep in mind tht when sounds re muted you will hve to rely on lerts nd monitoring for incoming enggements nd new messges from your visitors. From the top right of the enggement Br, use the drop down menu to select the mute sounds option. The experience is illustrted elow. Agent Guide Pge 9

10 Enggement Messge Types c d e. Automted Messge Non-Responsive When visitor clicks to cht, nd never types messge n series of utomted messges will e sent from, nd the enggement will end utomticlly. Once you or the visitor sends messge these non-responsive messges will no longer occur. These messges re optionl nd cn e edited y n dministrtor.. Mnger Privte Messge Messges tht re sent only to you from mnger, nd cnnot e seen y the visitor. c. Automted Messge On Hold When visitor sends you messge nd you do not reply, will send series of utomted messges. Once you reply to the visitor these on-hold messges will no longer occur. d. Trnsfer Privte Messge Messges tht re sent when enggement is trnsferred to you. They cn e seen only y you. e. Visitor is Typing Messge Indictor When visitor is typing messge this indictor will pper. Agent Guide Pge 10

11 FUNCTIONALITY Using Predefined Content Predefined Content is creted to reduce the mount of time it tkes to respond to visitor. It cn lso e used for regultory type responses tht require specific verige. c g e f d. Predefined Content Icon Click here to view predefined content.. Predefined Content Menu All content is orgnized into ctegories. c. Serch Serch the predefined content. d. Ctegories nd Mtches Content tht mtches your serch will disply here, otherwise you will see ll ctegories ville. Expnd ech ctegory to view content options. Click once on the piece of content to insert the text in the enggement typing re. e. Enggement Typing Are Edit the predefined content prior to sending if necessry. You cn lso use insert predefined content with hotkeys from here. f. Quick Content Content with hotkeys re clled quick content. Use the shift key plus the hot key commnd comintion listed to use the content. g. Hot Key Commnd comintion of function keys designed to quickly insert the content directly from the Enggement Typing Are. By using the shift + the keys in unison the ssocited cnned response will e utomticlly rought up. Agent Guide Pge 11

12 Visitor Informtion This re provides you dditionl informtion out your visitor from geogrphic loction, ISP dt, to pges tht the visitor hs rowsed on your wesite. In ddition, you my lso see the following depending on your specific ccount set-up. Dy nd time of visit Browser We ddress (URL) of pge visited & pge(s) visited prior to current pge All survey entries (Pre-cht nd Exit surveys) Session info such s stte of enggement, session durtion, nd visitor strt time Custom vriles will show ny specific informtion requested y your compny The ottom re of Visitor Informtion t lists clickle URL for ech pge visited on your compny s wesite. By clicking on ny of the links, rowser window will open on your desktop llowing you to view the wepge. Note you re viewing seprte link to the wepge, not the customer s ctul computer screen. The pge viewer shows you the rowsing history or footprint to where customer hs een on your site including: Agent Guide Pge 12

13 Enggement History Enggement history is ville for visitors tht hve intercted with your wesite in the pst. Since this informtion is cookie sed, it is importnt to rememer it is providing history for ll visitors tht engged with your wesite from tht computer, s long s the cookies from tht computer were not clered. There re two types of enggement history. Visitor informtion Trnscript Agent Guide Pge 13

14 Agent Survey The gent survey is n optionl survey compnies cn use to collect informtion from you out the cht. If n gent survey is eing used, you will need to complete it for ech enggement tht you do. If you trnsfer n enggement the receiving gent is responsile for completing the survey. Answer the questions nd click Done. A messge will disply when you hve successfully completed the survey. A. Once the visitor or the gent ends the enggement it will e moved to your inctive re B. To complete the survey for n inctive enggement, select the enggement from the inctive list C. If you ttempt to close n enggement prior to completing the survey, D. The wrning messge will pper. c d Agent Guide Pge 14

15 Multiple Enggements You cn cht with more thn 1 visitor in. Once you hve ccepted nother enggement into your queue it will e ville to you. Clicking on the visitor nme will ring up the enggement, long with the options ville for tht enggement. c. Enggement 1. Enggement 2 c. When visitor sends messge to you nd you do not hve tht enggement ctive, n lert will pper showing preview of the messge. A counter will lso egin indicting how long the visitor hs een witing for you to respond. Once you mke the enggement ctive, the counter will stop. Agent Guide Pge 15

16 Logging Out Anytime you leve your desk it is suggested to logout of. You cn logout of from the top right drop down menu of the Enggement Br. Agent Guide Pge 16

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