4 Hermes.Net Web Campaign Page Create and configure a Web Campaign 2.1 Creation of a Web Campaign Enter an ID field This is used internally by the system and should not use any junk characters or spaces. Enter a Campaign Name. A campaign Web can hold a group of websites. For example, in the screen above, the Web Campaign created, will manage the site and the site Also note that the site addresses provided must match the prefix of the pages on this site. Ex A: If you want to collect and intervene on all pages of vocalcom.com site, put in the address: In this case when the system receives an address from this site, it will keep only the suffix according the address. - If the URL received by the system is: the saved page name become / Index.html (you can change this name, see below in the documentation). - If the URL received by the system is: the saved page name becomes / Products / avaya.html. Ex B: If you want to collect and intervene on all pages of vocalcom.com site after the products page, put in the address: In this case when the system receives an address from this site, it will keep only the suffix according the address. - If the URL received by the system is: the name of the saved page becomes Hermes_Net.aspx (you can change this name, see the documentation below) - If the URL received by the system is: the page name of the saved page become / Product / avaya.html. Web campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
8 Hermes.Net Web Campaign Page New V4.1 In parallel predefined phrases, version 4.1 allows to add more features to the interaction agent / surfer. It is possible to configure: - A phrase (Text). Displays the text. - A link to a web addresses (Link). Submit a clickable link to the user. - An automatic navigation (browse). Allows the user to navigate to another page of the site. - An indicator (indication). Allows an agent to show a location on the web page the customer is looking for. Manuel campagne Web Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
9 Hermes.Net Web Campaign Page 9 26 A link to a site (Link) Text: text link displayed to the user URL: Link address Target: To specify or display the link. Manuel campagne Web Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
11 Hermes.Net Web Campaign Page Attachments It is possible to make groups of attachments created in Administration available to agents: Chat Menu > attachments. This list allows you to select a group of documents that you want to associate on this campaign. This list of documents appears in the agent interface. By a simple click the agent can provide the document for the user templates The agent will also be able to send the ongoing conversation to the surfer via an simply by clicking on the button "send dialogue. The format of this message must be chosen from those already created in the administration: Chat Menu > Templates for Chat conversation Messages configuration At the opening (and / or closure) of a dialogue between an agent and a surfer, you can specify a welcome message and a close message. For that there are two methods of editing. The first requires no HTML knowledge and the second being more advanced and allows customizing the display of text. Edition Simple Manual Web Campaign Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
12 Hermes.Net Web Campaign Page Advanced Edition You can use different languages for the welcome/closing messages. For this, use the dropdown list "Adding a message in choose your language and click on the icon yellow +. Two tags are added. Ex:[lang:en]your message[/lang:en]. Insert your message between the two tags. Depending on the language of the browser the message will be displayed. 2.6 Predictive. Reminder: The predictive mode Live Chat allows to predict when it would be interesting to propose a dialogue to the user. Below you ll find the explanation of the predictive criteria and personalized messages are explained below Enabling predictive mode Live Chat Live Chat predictive mode can be enabled or disabled by the administrator. On a side note outside a specific agreement between Vocalcom and call center, this mode requires a separate billing of the standard license of Hermes. Net. To use this method, please contact your sales Vocalcom Predictive Factor Predictive factor is a parameter that determines the ability of agents to accept chat conversations. This factor should depend on: - The number of dialogue that the agent may treat simultaneously. - The number of agent on the web campaign - The number of predictive criteria Example: If an agent is in ready mode, and a predictive factor of 2, then the system will offer two surfers to converse/chat. Manual Web Campaign Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
13 Hermes.Net Web Campaign Page Maximum number of proposed predictive month. Predictive mode is billed to the number of proposed chat / month; you can set a budget by limiting the number of proposal / month. 2.7 Predictive criteria and messages The criteria of chat proposal are created automatically according the variables declared concerning the user and the site where it s located. Known information about the surfer: - The language of the browser - The fact that it is a new visitor or recurring visitor. Known information about the site and its navigation: - Page where it is located. - Group page where it is located. - The page where it come from. - The site where it came from(if any) - The word(s) key(s) he used to get on the site. Furthermore it is possible to allow time for displaying predictive window. It is also possible to create different criteria with or without this keyword. The automatic predictive message editor takes the same form as the welcoming and closing messages. The difference is that on a predictive message it is possible to put in the keywords sought (s) by the user. For example, you can use this message: Welcome to our website...if you don`t find the information concerning: As a criterion: Type Empty Keywords Value : Designation of the page : unchecked : Home When a surfer comes from a search engine and searched a keyword, a window will display and offer him to chat. Manual Web Campaign Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
16 Hermes.Net Web Campaign Page Form Interface The surfer can fill in his name (optional), his phone number (optional) and an address for the reply. Then he types his message. By clicking on "Post request", the request will be sent to the campaign queue. The request is treated as a standard by agents. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
17 Hermes.Net Web Campaign Page Predictive Interface When the predictive message settings defined in the administrator are met, the message is displayed to the surfer. Note that if the surfer doesn t do any action for 60 seconds, the window closes. The surfer may want: to discuss with an agent, button "Yes, we can speak, or prefer to be recalled immediately, button" Yes, call me back ". In addition, he has three other options available. Call back later. Ask a question in writing. Or choose not to be disturbed in this case the predictive never pops up on his post. Manual Web Campaign Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
18 Hermes.Net Web Campaign Page Chat Interface The chat interface is presented when the surfer accepts to chat. The welcome message is defined in the admin posted for the surfer. The agent message is displayed on the green header and blue ones is the surfer post. The available buttons in the interface are: «Send», to send the message to the agent. «Print», to print the historic of the conversation. «External Pop-up» To chat in an external window. Web campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
19 Hermes.Net Web Campaign Page Embedded dialog in the web Separate dialog window Manuel campagne Web Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
21 Hermes.Net Web Campaign Page Personnalisation de Live Chat et positionnement Personalization The two interfaces: Control Panel and Popup Live Chat can be customized via 4 images. The images are editable: The upper image of the control panel The upper image of the popup The bottom image of the control panel The bottom image of the popup Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
22 Hermes.Net Web Campaign Page Positioning the control panel The Live Chat control panel can be positioned, either in the page itself or in an existing HTML element on the page and having an ID. Whether in the page or in an element, it is possible to specify the object s position. It is possible to align the panel to the left or to the right of the element, or to specify a position on the left pixel. And align the panel up or down or to specify a high position in pixel. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
23 Hermes.Net Web Campaign Page Distribution Rules. 5.1 Characteristic of a surfer on a Web Campaign There are many characteristic of a surfer: These characteristics may depend on the page where it resides, whether they are a new or recurrent surfer, he comes from a particular site, or alternatively, he searched for a particular keyword. 5.2 Resume For a Web campaign, the distribution criteria of chat are based on: - Name of the page or page group. - A site or referral site. - The status of the surfer: New/ Recurrent. - The entered keywords to reach the site. - The language of the surfer s browser. 5.3 Synoptic 5.4 Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
24 Hermes.Net Web Campaign Page Video conference. LiveChat V4.1 allows you to video conference the surfer via a webcam, and provides the surfer an image of your webcam. 6.1 Prerequisites According the number of simultaneous surfers that you want to see, you will need to purchase Adobe Flash Media Server. With that same product it will be possible to extend the possibilities of Hermes Net to: - View agent s webcams within the supervisor interface. - Record agent stations simultaneously to the recording audio. Note: Be aware that the webcams and workspace recordings do require additional bandwidth and hard drive space for storage. Please see the screen recording manual for additional information. 6.3 Video conferencing Interface Click on the buttons to enable or disable image, sound and microphone functionality. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
25 Hermes.Net Web Campaign Page Surfer Screen Sharing. LiveChat V4.1 lets you view the surfer s screen. For this, it has a Screen Sharing button. 7.1 Pre-requisites and Limitations. The screen sharing Live Chat is based on an Active X, so it s only compatible with the internet Explorer under Windows. 7.2 The Screen sharing interface When the agent sends a request for screen sharing to the surfer, the surfer receives the following request: By clicking OK, the configuration and activation window of sharing opens: Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011
26 Hermes.Net Web Campaign Page This screen shows the surfer the configurations were done on his computer. Then the surfer click on Enable, the following screen appears: From this screen, the agent can view the surfer s screen. As soon as they are complete, the client can select stop sharing and the agent can finish their chat. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom /28/2011 PDF to Word
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