...................... Hermes.Net Web Campaign Page 2 26 Table of Context 1. Introduction... 3 2. Create and configure Web Campaign 4... 2.1 Create a Web Campaign 4 2.2 General Configuration... 5 2.2.1 Campaign s Parameter... 5 2.2.2 Queues and qualifications... 5 2.2.3 Address Book and agent Script... 5 2.3 Pages of URL... 6 2.4 Skills... 7 2.5 Messages, Templates&Attachments... 7 2.5.1 Predefined Answers... 7 2.5.2 New V4.1... 8 2.5.3 Attachments... 11 2.5.4 Email Templates.... 11 2.5.5 Messages Configuration...... 11 2.6 Predictive... 12 2.6.1 Enabling predictive mode Live Chat... 12 2.6.2 Predictive Factor... 12 2.6.3 Maximum number of proposed predictive per month.... 13 2.7 Criteria and predictive posts.... 13 3. Live Chat 14. 3.1 3.2 Presentation Default Interface...... 14 14 3.3 Callback Interface... 15 3.4 Interface Form... 16 3.5 Predictive Interface... 17 3.6 Mail Interface... 18 4. Publication of JavaScript 20 4.1 Principle 20 4.2 Receiving Email Campaign... 20 4.3 Customizing Live Chat and Positioning... 21 4.3.1 Customization... 21 4.3.2 Positioning the control panel.... 22... 5. Distribution Rules 23 5.1 Characteristic of a user on a Web Campaign 23 5.2 Resume... 23 5.3 Synoptic... 23.... 6. Video Conferencing 24 6.1 Prerequisites 24 6.2 Interface for Video Conferencing... 24... 7. Sharing user screen 25 7.1 Prerequisites and Limitations 25 7.2 Sharing Screen Interface... 25 Manuel champagne Web Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 3 26 1. Introduction Web campaigns allow call centers equipped with the solution Hermes.Net, to offer their customer a full range of tools to meet the needs of: Instant Messaging Click to Call, instant or delayed. Messages via email campaigns. Display personalized greetings. Automatic chat proposal criteria The implementation of these features on the target site requires no special development, and only one line of JavaScript code must be inserted in the pages to activate it. The proposed default interfaces can be customized and are visible via the administration application. Manuel campagne Web Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 4 26 2. 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 http://www.vocalcom.fr and the site http://www.vocalcom.com. 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: http://www.vocalcom.com. 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: http://www.vocalcom.com/index.html, 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: http://www.vocalcom.com/products/avaya.html 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: http://www.vocalcom.com/products/. 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: http://www.vocalcom.com/products/hermes_net.aspx, 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: http://www.vocalcom.com/products/avaya.html the page name of the saved page become / Product / avaya.html. Web campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 5 26 Once the JavaScript code is included in the pages of the site, the information is sent to the system. Therefore, the visited pages are added to the pages "tracked" by hermes.net. These pages are visible in the Web Sites tab. See below 'Web Sites' tab. 2.2 General Configuration 2.2.1 Campaign Parameter The service hours allow defining times where the chat may be proposed to users. Outside the days and opening hours, only recalls and forms will be available. The distribution rules allow routing the user to the agent with the highest skill level. (See Chap. 5: Rules for distribution). 2.2.2 Queues & qualifications The queues on the Web campaigns have the same functionality as the inbound campaign queues. Continue on for the priorities and qualifications. 2.2.3 Contacts & agent script Selecting the Address Book allows to specify on which CRM you want to work during a web contact. It is important to note that all contacts are saved in chat history contact Hermes.Net. Using the same address book for all media operated by an agent, it is possible to identify a visitor or even to know the past actions of the contact. Select a screen script agent if you want this latter to put in information during the chat dialogue. If the Script contains an agenda for taking appointments, select the planning to use. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 6 26 2.3 URL Pages In the screen below you will be able to define on which website(s) you want to use the Live Chat feature. Note: it is possible within a single campaign, to manage multiple sites. For example for the campaign Vocalcom, it will be possible to add the site http://www.vocalcom.com, the site http://www.vocalcom.fr and site http://www.vocalcom.es. If the pages of these three sites are different, it is preferable to add the 3 URL of each site, if not, it is better to declare only one website: http://www.vocalcom. Indeed, if the pages are identical it is unnecessary for the system to store three times the same pages (unless you do not want to configure distribution rules or predictive criteria, specific to each site. Also note that pages that appear in this display are the pages where the JavaScript code (provided in the Publish screen) was inserted. Explanation of the screen above 1 Displaying the name of the site that is being viewed. This name can be modified and saved. Note: once a site is created, it is possible to change its url. However, this would cause problems on the pages already stored with the old url. It is therefore necessary to remove a site and recreate it to change its url. 2 This button lets you delete the posted website. 3 This button allows you to add a new website. 4 Title bar of the displayed website. Description and URL. 5 Display number of pages already stored by the system. Only pages equipped by JavaScript and already accessed appear in this list 6 This button is used to refresh the list of saved pages. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 7 26 7 Full URL registered in the system. The red X sign allows removing the page from the list Note: If you choose to remove the page from the list you must remember to remove the JavaScript from the concerned web page. If the JavaScript is not deleted the page will automatically re-register in the admin. 8 Description of the registered page. Click on the text to bring up the input zone. 9 Group page. The group concept is important because it helps to simplify the distribution rules and the predictive criteria. Indeed it will be possible to route the current users on a group page to specialized agents. 10 Url detection mode received by the system. The detection is done by comparing the URL of the page where the JavaScript file (URL A) and the URL specified in the column "Complete URL" (URL B) resides. Detection Mode EXACT = Both URL must be completely identical. URL A = URL B CONTAINING = URL A contains URL B. WILDCARD = URL B can contain wildcards (%). If the URL B matches the URL A to the detection is performed. 11 Can publish JavaScript for this site. (Chapter 4: JavaScript publication) 12 You can access the management pages of other websites declared in the campaign 2.4 Skills The skills function works the same as an inbound campaign or email campaign and allows an administrator to define a group of agents able to dialogue on the chat campaign. For this, we specify the minimum skills required for the agent. (See the skills section of the administrator manual) 2.5 Messages, Templates and Attachments 2.5.1 Predefined Answers It is possible to make groups of predefined answers created in the Administration available to agents: Chat Menu> predefined Answers. This list allows you to select the group of answers you want to associate for this campaign. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 8 26 2.5.2 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 2010 11/28/2011
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 2010 11/28/2011
Hermes.Net Web Campaign Page 10 26 Navigation Action (Browse) Text: The text link displayed to the user URL: The address of the designated page Important note: When using this feature, make sure the destination page contains JavaScript LiveChat as well. Otherwise, the user would disappear from the current chat session. Action Indicated (Show) Text: Text displayed in the chat window of the agent and the client. Element ID to list: ID element of the page to indicate ToolTip: Text of the tooltip located above the indicator. Manuel campagne Web Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 11 26 2.5.3 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. 2.5.4 Email templates The agent will also be able to send the ongoing conversation to the surfer via an email simply by clicking on the button "send email dialogue. The format of this message must be chosen from those already created in the administration: Chat Menu > Templates for Chat conversation. 2.5.5 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 2010 11/28/2011
Hermes.Net Web Campaign Page 12 26 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 2.6.1 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. 2.6.2 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 2010 11/28/2011
Hermes.Net Web Campaign Page 13 26 2.6.3 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: @KEYWORD@,.. 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 2010 11/28/2011
Hermes.Net Web Campaign Page 14 26 3. Live Chat 3.1 Presentation. Live Chat is the system that allows agents to manage exchanges with web surfer s in Hermes.Net. The implementation of Live Chat is done by including the line of JavaScript (provided in the administration), in the pages you like to monitor. The screenshots below are conducted with the model Blue. 3.2 Default Interface When loading the page of the client site, JavaScript is loaded. To position the control panel of Live Chat to a specific place on the page, refer to Chap. 4: Publication of JavaScript. If the surfer does not meet any criteria of predictive, the control panel appears as follows By clicking on the box "click here" the control options are displayed. No agent available for a chat dialogue, or call center closed. Agents are available to chat. The chat feature is displayed The chat feature is hidden Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 15 26 Note: if the system Hermes.Net is not present, a problem occurs or that JavaScript has been placed on an undefined website within the admin, the control panel will not appear. 3.3 Callback Interface The surfer can add a name (optional) and a phone number (required). Also he can choose the times he wishes to be called back again: As soon as possible or the day after. When he clicks on "Call me back if agents are "Ready" on the chat queue, the surfer will be recalled by one of them. Web Manual Campaign Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 16 26 3.4 Form Interface The surfer can fill in his name (optional), his phone number (optional) and an email address for the reply. Then he types his message. By clicking on "Post request", the request will be sent to the email campaign queue. The request is treated as a standard email by agents. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 17 26 3.5 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 2010 11/28/2011
Hermes.Net Web Campaign Page 18 26 3.6 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 2010 11/28/2011
Hermes.Net Web Campaign Page 19 26 Embedded dialog in the web Separate dialog window Manuel campagne Web Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 20 26 4. Publication of JavaScript 4.1 Principle The publish on web server screen of JavaScript allows you to create the virtual directory where the JavaScript resides, and provides you the line to include in the pages. It allows you to select the model of Live Chat window that you wish to place on the website. Some models are available and it is possible to customize standard models by clicking on the tab "Personalization 4.2 Receiving email campaign When the control panel of Live Chat is present or when displaying the predictive window, the surfer can ask a question via a simple form. The question is sent via email on an email campaign defined in Hermes.Net. This allows an agent to process chat requests at the same time he can response to incoming email. Web Campaign Manual Live Chat V 4.1 Auteur : EP Vocalcom 2010 11/28/2011
Hermes.Net Web Campaign Page 21 26 4.3 Personnalisation de Live Chat et positionnement 4.3.1 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 2010 11/28/2011
Hermes.Net Web Campaign Page 22 26 4.3.2 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 2010 11/28/2011
Hermes.Net Web Campaign Page 23 26 5. 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 2010 11/28/2011
Hermes.Net Web Campaign Page 24 26 6. 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 2010 11/28/2011
Hermes.Net Web Campaign Page 25 26 7. 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 2010 11/28/2011
Hermes.Net Web Campaign Page 26 26 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 2010 11/28/2011 PDF to Word