New! Zendesk™ Ready
▪ Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.
▪ Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk account, keeping all the chat history and support tickets in one place
▪ Operators can also create tickets for any visitor even if they are not in a chat.
▪ Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console
New! Bad Word filter (Block Visitor, Block Operator, Block Database)
▪ Customizable regular expression engine
▪ Can block foul language
▪ Can block credit card numbers from being displayed in the chat window, or Operator Console, or saved in the database
▪ Can block SSN numbers, Medicare IDs and email addresses from being displayed in the chat window, or Operator Console, or saved in the database
New! New Visitor Details Tab - The Visitor Details tab contains the Visitor Profile and will automatically display the Visitor’s Name, Email and the Phone#; this information is automatically filled in, if the Customer had a previous chat, or if they entered their information in the PreChatSurvey.
New! Enhanced Chat Transcripts
▪ Time stamps available in the emailed chat transcripts
▪ The Prechat Survey information is included in all emailed chat transcripts
New! .NET 4.0 Framework- SightMax ECS now uses .NET 4.0 for both Server side and Operator.
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Previous Revision History in SightMax 7.5: R2 SP1
New! Zendesk Integration - SightMax Live Chat Version 7.5R2 featuring Zendesk integration. Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.
SightMax is fully integrated with the Zendesk Support ticketing system and can capture all the chats requests and offline responses and can forward them to your Zendesk help desk account while keeping all the chat history and support tickets in one place. Operators can also create tickets for any visitors, even if they are not in a chat.
Also, Operators can specify their Zendesk login information in the Operator Console, plus the SightMax Administrators can specify the Zendesk authentication information in the SightMax Admin Console.
New! Business Rules Triggers and Actions - We've added a couple of new triggers and actions in the Business Rules area, such as: Queue changes status, Offline Response and Create Zendesk Ticket.
New! Queue Notifications - This feature is available in the SightMax Admin Console for the SightMax Administrator. If enabled, the SightMax Server will send an email to the Queue email address notifying the SightMax Administrator of the Queue changing status
New! SightMax Admin Console Site Options -The SightMax Administrator can modify the Site settings and add the Zendesk Settings (URL, Login and Password), plus new options in the Queue settings to enable the Queue State Email Notifications.
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Previous Revision History in SightMax 7.5:
Fixed and Improved - Server side OverSight (Dashboard) Report Generation and Database Caching - Reporting is now about 2000% (at least) faster, allowing you to generate months of reporting data in just seconds! We created the Dashboard as an interactive reporting system that displays and manages a massive amount of historical data. With all the data management it took us awhile to get it ironed out and but we got it fixed and its fast now!
New! Peek Messaging -This cool feature allows Operators to get a head start on their answers while in chat by letting them view each and every character that the visitor types in real-time...before it's actually sent! Operators can prepare responses as visitors' type, which saves valuable time.
New! Campaign Conversion Tracking - Wow, our developers went all out on this one. It took awhile, but it's really great. You can now create Campaign tracking and watch specific campaign URL’s, such as campaigns set up in Google Adwords, or Bing. Or you can create Chat campaigns, whereby for example, when a chat starts and the visitor ends up in a shopping cart page as a result of the chat, SightMax would count that as a conversion. Our conversion tracking module allows you to create campaigns based on cost per click, duration of the campaign, or you can turn the campaign on or off. Campaign tracking would not be complete without our vast OverSight Dashboard reporting engine. With this, we've given you ways to see your results at a glance or to get really interactive and massage the results to your liking and drill down to the specific visitor and chat. Finally, we've included new Business rules for campaigns and conversion allowing you to create additional triggers when campaigns are fired.
Improved! - Invites and Text Invites - We have reworked the javascript for the invite engine. Invites now slide down from the middle of the screen and scroll with the visitor. There's also an invite which "dims" the screen with the invite in the foreground.
New! Operator Avatars - We've added the ability to dynamically add an operator avatar (picture) when an operator answers a new chat. Simply drop your images into the SightMaxAgentInterface Images/Operator directory and the chat engine handles the rest. Avatars even change when a chat is transferred. This feature has been requested by many, so we are glad to accommodate!
New and improved Business Rules - New Business triggers have been added to 7.5, they are:
Campaign Triggered - Triggers when the defined campaign condition is true.
Campaign Conversion - Triggers when defined campaign is converted.
Queue Changes Status - When the queue status changes, you can select an action to take. For example, if the queue status changes to offline, the system can be setup to email the queue administrator that the queue is offline.
New! Queue Column added to Visitor Dashboard - Several requests have been made to allow visitor data in the OverSight Dashboard to be sorted by queue, we listened and have added the Queue column to the interactive visitor grid.
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Previous Revision History in SightMax 7.1:
New! OverSight Interactive Reporting Engine Speed Enhancements -- Reports are 1000% faster and resources greatly reduced with the enhancements made to the “dashboard” reporting engine. With creative programming and your needs in mind reporting is lightning fast; bringing you faster results.
New! Visitor Activity Report Enhancement - We added a session “start time” to the Visitor Activity Report dashboard data grid for enhanced grouping/sorting capabilities. Track visitors and run reports beginning with your visitors’ first website footprints and throughout their visit, including chat time, if applicable.
New! Enhanced Historical Chat History - With the power of our creative data mining development processes the historical chat history data feature has been a greatly enhanced with fantastic new searching capabilities. You can now search by chat name, email address, terms contained in the body of chat sessions, chat tags or on any combination of the search fields, for example: You wish to search for chat name, "Eric", with an email address of sales@sightmax.com; search term of "iPhone™"; date range of June 1, 2010 through June 9, 2010. SightMax will then begin the search, bringing up chats that match the exact criteria entered.
New! Auto Detect Language Translation Engine - In order to further simplify and eliminate any language barriers, we have implemented a brand new translation engine that automatically detects 52 languages! Very simply, when the visitor begins typing in their native language, SightMax automatically detects the language and the visitor's chat segments are translated in real time into the Operator's default language. Operator may also gauge the auto detection by adjusting the confidence level within the Operator console.
Here is a listing of all 52 languages recognized: Afrikaans, Albanian, Arabic, Bulgarian, Catalan, Cherokee, Chinese, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh and Yiddish.
Example: As the Operator types in English the chat segments are automatically translated on-the-fly to the website visitors' language. Note: If English is not the Operators primary language, the Operator can easily change the default language within their Operator Console. The translation feature will function in the same manner, allowing for fluid live chat discussion between Operators and Visitors from all parts of the world. We think that is pretty cool!
Dragos 8:51:24 AM SightMax Installable for 2 Operators is $399.
SightMax Installable pour 2 opérateurs est de $ 399.
Dragos 8:51:44 AM It is a onetime fee and you won't have any monthly fees.
Il est une fois des honoraires, et vous n'aurez aucun frais mensuels.
Visitor 8:52:10 AM C'est parfait. Merci beaucoup pour vos réponses.
It's perfect. Thank you very much for your answers.
New! Chat Notes and Chat Keywords Tagging - This great new feature has actually three different functions: First, it allows Operators to write "wrap-up" notes/comments regarding their chats. Second, these “chat” notes can be keyword “tagged” for easy search later on via the Operator console (found under Historical Chat History). Third, Operators can write notes and tags regarding visitors even if they haven't chatted.New! .NET 3.5 SP1 Framework- SightMax 7.1 now uses .NET 3.5 SP1 for both Server side and Operator.
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Previous Revision History in SightMax 7:
SightMax Version 7 - Always innovative and designed with your success in mind, this latest release combines behind the scenes innovative technologies which set the path to develop brand new features, functionalities and enhancements. Speaking to the technie in you... version 7 uses the latest technologies available such as .NET 3.5 SP1 Framework, Ajax, the highly optimized jQuery JavaScript Framework and JSON. To the marketing professional...this latest version has fantastic new chat design functionality and customization capabilities, a brand new reporting "OverSight" reporting dashboard, auto detection language translation, iPhone support with our iMaximo mobile application and more!
New! SightMax iPhone App (iMaximo) Server Framework - SightMax 7 has our iMaximo Framework built-in which allows your operators to use the iMaximo iPhone App with the SightMax Server without the need of any special plug-ins on the server side. With the iMaximo iPhone App, the Operator will be able to monitor the website traffic in real time, take chats directly on the iPhone, transfer chats to other Operators, co browse and much more. NOTE: The iMaximo iPhone App can be purchased directly from the AppStore (either on the PC/Mac, or the iPhone).
New! Auto Detect Language Translation engine - We have implemented a new translation engine that will automatically detect 52 languages (Afrikaans, Albanian, Arabic, Bulgarian, Catalan, Cherokee, Chinese, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Filipino, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian Malay, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh, Yiddish). When the Visitor begins typing in their native language, the language is automatically detected and the Visitor's chat segments are translated in real time into the Operator's default language.
Example: As the Operator types in English the chat segments are automatically translated on-the-fly to the website visitors' language.
Note: If English is not the Operators primary language, the Operator can easily change the default language within their Operator Console. The translation feature will function in the same manner, allowing for fluid live chat discussion between Operators and Visitors from all parts of the world. We think that is pretty cool :-)
Dragos 8:51:24 AM SightMax Installable for 2 Operators is $399.
SightMax Installable pour 2 opérateurs est de $ 399.
Dragos 8:51:44 AM It is a onetime fee and you won't have any monthly fees.
Il est une fois des honoraires, et vous n'aurez aucun frais mensuels.
Visitor 8:52:10 AM C'est parfait. Merci beaucoup pour vos réponses.
It's perfect. Thank you very much for your answers.
Visitor 8:52:17 AM us recontacterai surement
Recontact us surely
New! QuickView HyperChat Engine - This new feature is a great tool for call centers and high volume websites. This is how it works...During a live chat session and based on the first few characters typed by the Operator, a listing of common responses used in previous chats will pop up and the Operator will select the appropriate response. This will speed up the Operator's response time and increase the Operator's ability to handle more concurrent chats. Consider this a real-time dynamic Canned Response Engine.
New! Operator Console Language Translation "Confidence Level" - Our new auto detect language translation has a customizable predefined "Confidence Level". This option when selected acts as a gauge of how confident Google™ is of the visitor's language during detection. This setting can be easily be adjusted in the Operator Console settings.
New! Manual Translation Language Override - This feature allows the Operator to disable the automatic translation. This is beneficial if the Operator determines the language detection is not accurate (as provided by Google™) during the chat and can manually select the correct language.
New! Improved Operator Console - The Operator Console version 7 has been improved to be much faster, better layout and more columns. We've also added more informational columns in the main Visitor panel.
New! User Selectable Visitor Grid Columns - Now you can setup your Operator Console to display visitor information that YOU wish to view. Just select which columns of information you wish to view as new visitors hit your website. For instance, if you want to view Referring Visitor Details and Organization names for each visitor, simply add those columns to your grid by simply dragging and dropping... it's that easy!
New High Performance Tray Notifications - Our new tray notifications were developed to be lighter, faster and consume less system resources. You can even pin notifications to your desktop. Plus, we've added a few new ones!
New! OverSight Interactive Reporting Engine - One of our favorite new features! Version 7 development allowed us to extend our reporting capabilities and create new state of the art reporting engine. Our new "OverSight" Reporting Engine allows operators to look at historical report data interactively. You can drag and drop column headings to sort data they way YOU want to view it. Need a visitor report sorted by Organization? Well...simply drag the column to the column header and you've got it. How about visitors by Organization, by State and by City... you've got the idea, that's "OverSight"! OverSight shows you pie charts, line graphs and bar charts as well as tabular data information.
New! Operator Accountability Auditing - New in SightMax 7 is the ability to audit operator actions in real-time! By simply selecting the reports option within the Operator Console, supervisors can generate an Operator Accountability Audit Report which shows you a pie chart with percentages of each operator and their time online, offline and any other status changes. This provides you with an at-a-glance view of all your Operators and their productivity.
New! Improved Canned Response Manager - In order to enable Operators to be more productive, we have made it easier for Operators to add, edit and remove their Operator Canned Responses, or the Account wide Canned Responses. By just double clicking on the selected Canned Response Operators are able to respond twice as fast to visitors!
New! Microsoft Virtual Earth integration with the Bing API - This new integration with the Bing API enables the Operator to view the exact map location of the Visitor in their Operator Console and to have a true bird's eye view of your website visitors' physical location. In SightMax 7 we load only the map, without any other browser type objects so loading time is very fast! Too cool!--------------------------------------------------------
Previous Revision History in SightMax v6:
New! Business Rules and Triggers – This great new feature allows you to Setup and Automate Business Rules
according to your customers’ behavior. With over 20 different triggers and nine different action settings you
can easily define multiple rules that "fire" on visitors and as they progress through your website. (see the “summary” below for details). You will also find powerful scripting elements have been provided that can be placed into automated emails. (See Operator Console Help Icon (?) within the Rules Area for complete details). Futher you can establish business rules & triggers for returning visitors to your website based upon behaviors.
ChatAppExchange™ Open Development Architecture – Calling all Developers! The programmers at SmartMax have now opened SightMax Live Chat up to developers. ChatAppExchange™ allows you to write add-ons via an industry standard SOAP interface. Create and deploy mobile operator clients, web-based front ends to automatically create operators or accounts, scripts that can log operators in and out of SightMax…you have a vision? Now you can write it! The SightMax operator console is actually using the same SOAP Open Development Architecture that is available now to you. Develop away! Visit www.ChatAppExchange.com for more details.
New, Lighter Communication Protocol (SOAP rendered by Microsoft WCF) SOAP: Simple Object Access
Protocol is a lightweight and simple XML-based protocol.
LINQ Enabled – .NET is Language-Integrated Query (LINQ). An integral part of Visual Studio 2008 and
Microsoft .NET Framework 3.5., it is object to database mapping technology through which you can query
any type of collections of object, XML of database. LINQ also allows a single general purpose declarative
query facility to be applied to all in-memory information, not just information from external sources.
.NET 3.5 - SightMax 6 now uses .NET 3.5 for both server side and Operator.
Clickable Page Details Links - All page links are now "clickable" under the Page Details tab. The extension of
this feature allows you to click on all the page links that your visitor shows to have visited while on your
website. This is helpful to reach the specific pages of interest that the visitor viewed.
Previous Revision History:
eyeQ - eyeQ is our new chat monitoring and thresholding technology designed for "at a glance' decision making. At a quick glance of either the Supervisor Chat Panel or the My Chats Panel, the operator or supervisor can instantly gauge the performance and responses of the chat system. We've devised a color scheme system which displays certain colors for newly arriving chats, active chats, chat transfers and ended chats. There are three levels of color monitoring for new chats and active chats. If you glance at the console and view a sea of red, you would instantly know that your chats haven't been answered in 20 seconds. Additionally, if the operator doesn't respond back to a visitor with the allotted threshold times, you will be flagged with different colors as well.
Supervisory Chat Panel - Based on feedback from a few of our select enterprise level call centers, we've redesigned the Chats Panel to handle and manage a much higher volume of chats in 5.1. New additions include (1) the ability to "drill" down from the Master Account which allows viewing all chats under the account (2) Site Level which shows all chats for given site, (3) Queue Level, shows all chats within a given queue, and finally, (4) Operator Level, whereby you click on the operator name and only view the chats for the given operator. Each chat displayed is routed and displayed with our new eyeQ technology.
Status Bar - We've added a new status bar to the bottom left of the operator console. The status bar displays the following:
Total Chat Requests: All unanswered, pending chats.
Total Active Chats: Total number of chats currently within the system.
My Chats: Total number of chats that you are currently in.
Total Visitors: Total number of visitors currently on sites within the account.
Filtered Visitors: If you set the operator console to view a selected site, filtered visitors will only show the number of visitors for the selected site.
Operator Status and Quick Access Filtering - We've added several new buttons to the Ribbon Bar to allow the operator greater control. Filters include: Changing the "Operator Status", Filtering Offline Operators and Filtering the Visitor Panel to only list your current chats or all chats within the system.
New Visitor Chat Window - We've redesigned the visitor chat window to allow for much easier customization. Each element, chat.aspx, prechatsurvey.aspx and waitingforoperator.aspx has an accompanying CSS file.
Copy to Clipboard - Added "Copy to Clipboard" feature to the Visitor Chat Window.
AJAX Powered Visitor Chat Window - Our new AJAX powered chat window eliminates some behind the scenes updating and allowed us to enable new features such as SmartQueue and the Position in Line indicator. By utilizing AJAX technology, we will be able to add additional new features much more easily.
SmartChat On-the-Fly Auto Language Translation - With SmartChat, operators can intelligently speak the language of the visitor. Once the visitor language is identified, the operator chats in their own native language and the text sent back to the visitor will be automatically converted to the visitors' native language. For example, if the visitor is chatting in French, but the operator only speaks English, the operator simply chooses "French" and everything that is typed in English gets automatically translated to French for the visitor. (View sample below).
Dragos 8:51:24 AM SightMax Installable for 2 Operators is $399.
SightMax Installable pour 2 opérateurs est de $ 399.
Dragos 8:51:44 AM It is a one time fee, and you won't have any monthly fees.
Il est une fois des honoraires, et vous n'aurez aucun frais mensuels.
Visitor 8:52:10 AM C'est parfait. Merci beaucoup pour vos réponses.
It's perfect. Thank you very much for your answers.
Visitor 8:52:17 AM us recontacterai surement
Recontact us surely
(Supported Languages include: Spanish, French, Italian, Portuguese, German, Russian, Chinese and Japanese)
SmartQueue (Ability for the visitor to pick from a list of queues, with status of each queue) - Visitors can now select from a list of queues at the click of a single chat button. With SmartQueue, visitors can choose the desired queue either from a drop down list or radio buttons. Each queue shows the status (offline/online), plus each dynamically generated prechat survey for the given queue... all from a single chat window (view admin guide for implementation).
Additional SmartQueue Features:
Added query string to allow for multiple SmartQueue selection - As part of the SmartQueue feature, the administrator can selectively choose which queues show up in the selection dropdown/radio buttons from which the visitor can select.
Added the ability to customize the PreChat, PostChat, and Offline Banners in the CustomVis.xml
Position in Queue Notifications while waiting on chats - One of the advantages of our new AJAX Powered Chat Window is the ability to dynamically display the position that the visitor is "in queue". When a visitor invokes the chat, the waiting screen now shows their waiting position in line for that queue, i.e., "You are number 3 in queue" (view admin guide for implementation).
iMaximo (optional) - An industry first! We have developed a full SightMax Mobile Operator Console for the Apple iPhone. Written for WEB 2.0, features include complete Visitor Monitoring with Geo-Location, Co-Browse and Chat. Also included in iMaximo are our industry first Coaching and Joining of live chats, plus chat transfers and historical chat lookups; iMaximo even includes our SmartChat language translation. Additionally, our Web 2.0 implementation allows iMaximo to run on Apple MAC's and Windows PC's using browsers with full DOM2 compatibility including Apple Safari 3.0+, Firefox and Opera 9.0+ browsers. (See www.sightmax.com for more details).
SightMaxMobile (Windows Mobile 5.0/6.0, optional) - The first of its kind. SightMaxMobile is a fully featured live chat operator console designed for Windows Mobile 5 Professional and WM6 Professional. SightMaxMobile allows you to login from your mobile device and view your website traffic in realtime, answer chat requests, join other chats and coach a chat in a supervisory mode. We even added the ability to Co-Browse your visitors. Visit SightMax.com for product details.
Operator Generated Dynamic Text Invites - Operators can now send custom text invites to visitors on the site. From the operator console, simply right click on a visitor and select "Text Invite", whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. Now you can pop up messages such as "Hi Bob, welcome back, if you place your order today, we can give you 10% off, click here to take advantage of these savings!"
Added label to identify which operator sent a text invite - When sending text invites, all operators view who was invited and which operator sent the invitation.
Added Operator ability to push session when not in chat - This feature adds the ability to push the visitor to pages within the site, even when they are not "engaged" in a live chat.
Added PostChat Surveys - Now you can create post chat surveys to gauge operator performance or any other type of visitor polling. Post chat surveys are configured just like our Pre-Chat surveys, with our WYSIWYG editor. Simply define your questions from list of field types and hit save! Post chat surveys are emailed to the queue administrator, as well as showing up in historical chat transcripts for retrieval at any time.
Added "Email Transcript" Option to PostChat Surveys - If the visitor doesn't select "Email Transcript" in the Pre-Chat Survey, they now have another option to have one emailed at the end of the chat via the PostChat Survey.
Added time stamps to Operator Console - We have added time stamps to the operator console as well as the database for historical retrieval and auditing. Time stamps are shown down to the second time intervals.
Host Name Field displays Friendly Chat Name - If a visitor has previously chatted and they return to the site, the operator will view their chat name rather than a cryptic host name, for instance, instead of showing
amh-ded-rcautomation.dsl.airstreamcomm.net, the returning visitor would be displayed as "Bob Smith".
Corrected storage of Geolocation in the database - Location data was incorrectly stored in the database for the visitor.
Chats with double byte characters are now stored properly in the database - Previously, double byte chat transcripts were not stored correctly into the database.
Operator Chat Area Resizable - Operators can now resize the area in which they type by grabbing the resizable splitter bar.
Completely New Operator Console - The most advanced Live Chat Operator Console ever created. Designed with the latest tools, our new operator interface allows you to dock and undock each element, move each panel around or even turn them off completely. The SightMax Operator Console 4.0 was built around the new Microsoft Office 2007 Ribbon Bar, which provides the future in navigation. (4.0)
New Quick Access Canned Response Panel - We've redesigned the Canned Response section in 4.0. You can now have 26 keyboard shortcuts tied to your Canned Responses. They are defined as ctrl+shift+A through Z. We've also added a quick access panel which allows you to sort your Canned Responses, as well as, view all of them in our grid style presentation. We've also added quick access word completion, simply type the first few letters of the phrase you are looking for, if found, the system will allow for automatic completion of the phrase. (4.0)
New Visitor Grid Panel - We've completely redesigned the visitor panel. You can now do sorting/grouping and filtering to your own liking. Simply drag a column (or columns) header and drop on the sorting bar and SightMax will instantly sort the visitors based on your criteria. (4.0)
My Chats Node - The My Chats node is located off the "All Sites" tab. If you are an operator on a busy site, clicking the My Chats node will filter out all unwanted traffic and chats, allowing you to focus only on your current chat sessions. (4.0)
Optionally Force Chat or Invite Chat on a per Queue/Department Basis - We've enhanced Auto-Invite option allowing administrators to choose whether an invite or auto-invite is sent as an image or a forced chat. Forced chat would pop open a chat window on the visitor whether they wanted to chat or not. You now have the option for this feature. (4.0)
Color Themes - Choose your desired color scheme from seven themes/skins. (4.0)Preserving your Console Environment - SightMax 4.0 allows you to completely save all your operator settings, such as window position, colors, grid alignment and spacing. (4.0)
Enhanced "White Box" Option - The White Box option now includes co-branding in the operator console with your own logo. If you purchased our whitebox option, your operators will now view your logo on the operator login screen, the account name in the title bar and your logo in the "About" box. If you don't own the white box option, contact our sales team and it can be added to your system. (4.0)
Conversion to .NET 2.0 - SightMax 3.0 was built using the latest in .NET 2.0 technology, along with all plugin assemblies to .NET 2.0 as well! (3.0)
SightMax now with Microsoft SQL Express 2005 - SightMax 3.0 was designed for and bundled with the new and improved Microsoft SQL Express 2005! (3.0)
Enhanced Localization of Visitor Chat Window and Text - You can now fully customize your Visitor Chat Window and text in your native language! This includes all text and system messages that are viewed by or emailed to your visitors, thus creating a better visitor experience. (3.0)
Improved! Unanswered Chat Timeout - Don't lose the sale! If a chat goes unanswered after a configured period of time set by you, the visitor will be directed to complete an Offline Message which will be emailed to a specified email address of your choice. (3.0)
Realtime Return Visitor History - At a glance Operators can now view how many times a visitor has come to your website. (3.0)
Custom Visitor Invite Images and Placement - Customize your Visitor Invite Image to be any size you wish. Like a small window? Medium or large...it's your choice! You can also customize where you would like the display position of your invite to show up on your pages. (3.0)
Auto Visitor Invite - This "pro-active" feature allows you to automate/configure a timed chat invite graphic to pop up on a specific page of your website after a designated time. This is great for inviting visitors to chat who linger on a particular page for a while. (3.0)
Auto Email Transcript to Queue after Chat Session - Automatically email all chat transcripts to a specific Queue Administrator. This allows for parsing into CRM solutions, ticketing systems etc. (3.0)
Enhanced! The SightMax Operator GUI now allows your operators to reorganize/customize all of the visitor information columns to best suit their needs by drag and drop. Each Operators customized GUI is saved to Login memory. (3.0)
Microsoft Virtual Earth Tab - This great little feature courtesy of Microsoft, allows you to have a true bird's eye view of your website visitors' physical location. Just too cool and we had to add it! (3.0)
IP Filtering for Specific IP's - This filter stops all reoccurring and unwanted website traffic from specified IP's from being logged into the database or displayed in SightMax. Great for filtering out localized traffic from being reported. (3.0)
Designated Purging of Database - Purge old chats and session data automatically with this time based purge feature. This helps to keep resources free, speed search time and keep the size of your database down. (3.0)
Cross Queue/Domain Transfer - A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer. (3.0)
Reporting Generation - With new and improved behind the scenes adjustments, generating of reports is even faster and utilizes even less overhead. (3.0)
- Operator Login: Enter your operator login that was created and given to you by the SightMax Administrator.
- Operator Password: Enter your operator password that was created and given to you by the SightMax Administrator.
- Account: Enter your account that was created and given to you by the SightMax Administrator.
- Web service URL: The IP address, or hostname of your IIS website that holds the SightMax virtual directories (Web Services: SightMaxAgentInterface and SightMaxWebServices)
- Save Password: Saves your password, allowing for one click connection.
button to expand the login dialog. 
The SightMax 7 Operator Console is designed around a "Ribbon Bar" Navigation Menu and Dockable Panels. By clicking the round "SightMax" logo, you will view a set of commonly used menu items, such as "Options", "Help", "Server" and "Exit". Some of the options may have submenus as well. The main tabs "Home" and "Settings" will actually swap out the Ribbon Bar options with new buttons that pertain to that menu. As you move your mouse across the buttons, you'll notice they change colors as well as display tool tips for that button.
Shown below is the Ribbon Bar Navigation Menu
With SightMax 7, you can move your panels around and "Dock" them to different locations. You can also undock panels and have them "float" on your screen as well as Pin and Unpin the panels (when unpinned, the docks collapse and expand on mouse over). Additionally, under the "Settings" tab, you can select which panels are visible in your operator console (i.e., you might want to totally remove the Virtual Earth dock).
Note: If you need to reset the layout back to its default layout, simply select the "Settings" tab, then click the "Options" Button on the Ribbon Bar, then choose "Configurations", then click the "Reset Operator Layout" button.
Shown below, SightMax 7 with Panels.
Shown below, SightMax 7 with visitor sorting
You can setup your Operator Console to display visitor information that YOU wish to view. Just select which columns of information you wish to view as new visitors hit your website. For instance, if you want to view Referring Visitor Details and Organization names for each visitor, simply add those columns to your grid by simply dragging and dropping... it's that easy!
In the Operator Console, right click on one of your columns and then choose Column Chooser:
Shown below, SightMax 7 Column Chooser
After you click on the Column Chooser, you will be able to view a list with all the available columns. Please highlight the desired column, left click on it and hold then drag it to the columns in the Visitor panel. In the example below, the City column is dragged to the left side of the "Host Name" Column:
After the City column was dragged and dropped next to the Host Name column, you can view the result below:
Shown below, SightMax 7 Canned Response Quick Access
Based on feedback from a few of our select enterprise level call centers, we've redesigned the Chats Panel to handle and manage a much higher volume of chats in 7. New additions include (1) the ability to "drill" down from the Master Account which allows viewing all chats under the account (2) Site Level which shows all chats for given site, (3) Queue Level, shows all chats within a given queue, and finally, (4) Operator Level, whereby you click on the operator name and only view the chats for the given operator. Each chat displayed is routed and displayed with our new eyeQ technology.
Shown below, SightMax 7 Supervisory Chats Panel
eyeQ is our new chat monitoring and thresholding technology designed for "at a glance' decision making. At a quick glance of either the Supervisor Chat Panel or the My Chats Panel, the operator or supervisor can instantly gauge the performance and responses of the chat system. We've devised a color scheme system which displays certain colors for newly arriving chats, active chats, chat transfers and ended chats. There are three levels of color monitoring for new chats and active chats. If you glance at the console and view a sea of red, you would instantly know that your chats haven't been answered in 20 seconds. Additionally, if the operator doesn't respond back to a visitor with the allotted threshold times, you will be flagged with different colors as well. Below is a list of colors and their meaning:
| Event | Unselected Row Colors | Selected Row |
| New Chat | New Chat | New Chat Selected |
| Threshold 1 (10 Seconds) | New Chat Threshold 1 | New Chat Selected |
| Threshold 2 (20 Seconds) | New Chat Threshold 2 | New Chat Selected |
| Active Chat | Active Chat | Active Chat Selected |
| Threshold 1 (10 Seconds) | Active Chat Threshold 1 | Active Chat Selected |
| Threshold 2 (20 Seconds) | Active Chat Threshold 2 | Active Chat Selected |
| Transfer Request | Transfer Request | Selected Transfer Request |
| Ended Chat | Ended Chat | Selected Ended Chat |
Shown below, SightMax 7 eyeQ in Action.
We've added a new status bar to the bottom left of the operator console. The status bar displays the following:
Total Chat Requests: All unanswered, pending chats.
Total Active Chats: Total number of chats currently within the system.
My Chats: Total number of chats that you are currently in.
Total Visitors: Total number of visitors currently on sites within the account.
Filtered Visitors: If you set the operator console to view a selected site, filtered visitors will only show the number of visitors for the selected site.
Shown below, SightMax 7 Status Bar
We've added several new buttons to the Ribbon Bar to allow the operator greater control. Refer to the screenshots and listings below:
Status Button: Clicking the "Status" button directly will status the operator from Online to Away (clicking again places the operator back to online). Clicking the down arrow will allow the operator to change to any status as shown below.
Operators: Clicking the "Operators" button will filter out all offline operators from the operator tree. Clicking the down arrow will allow the operator to set whether to show "Online" and "Online and Available" operators. Setting to "Online" will show all online operators, but there status might be out to lunch, or away, etc. "Online and Available" will only show operators which are "Online" and available for chat.
Chats Button: Clicking the "Chats" button directly will filter the Visitor Panel to show visitors and chats or filter the visitor panel to only show chats you are currently engaged in AND new chat requests. In a busy environment, this will allow operators to focus on only their chats, reducing the amount of visitors in the visitor panel.
Illustrated below are the five ways to answer chats from the operator console. Please note, the panels are dockable to any location, so your layout might be different than shown below.
Shown below are several ways to accept chat requests.
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You can answer new chat requests by selecting the "Next" button on the Ribbon Bar. |
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If you have the "Supervisory Chats" Panel exposed, you can right click and answer a new chat. |
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From the main "Visitor" Panel, you can right click on the visitor and answer the chat. |
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From the "My Chats" Panel, you can right click on the new chat request and answer the chat. |
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From the "My Chats" Panel, you can click on the "Next" button and accept the new chat request. |
You can also click the left and right arrows to scroll through all of your active chats.
Chat handling in SightMax 7 has been redesigned and improved, and introduces two new panels for chat handling. The "My Chat" panel, allows the operator to focus solely on their own chats and new chats coming in. It does not show any of the other queue members chats. The "My Chats" grid can be sorted based on a column (such as Chat State), as well as, the ability to create custom grouping by dragging the columns into the Grouping area of the grid.
Shown below are several ways to end a chat.
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You can end the chat by clicking on the "End" button on the Ribbon Bar. |
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If you have the "Supervisory Chats" Panel exposed, you can right click and select "End Chat" |
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From the main "Visitor" Panel, you can right click on the visitor and select "End Chat" |
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From the "My Chats" Panel, you can right click on the chat and select "End Chat". |
Go to 'Settings' / 'Options' / 'Configuration Tab' from the Ribbon Bar to toggle your chat linger settings.
Check 'Only linger my ended chats' when you only want to archive your previous chat sessions. In this mode, you can only view other operator chat sessions as they are occurring in real time. Those chat sessions will NOT be archived under their operator name when they are finished, but you can always lookup those chats in 'Chat History' at a later time.
1. Operator - Right click on an operator name and select 'Remove ended chats under ...' to delete ALL archived chats for that specific operator.
2. Chat - Right click on an archived chat and select 'Remove ended chat' to remove individual chat sessions you no longer want to be shown.
3. Queue - Right click on the queue name and select 'Remove ended chats under ...' to delete ALL archived chats for every operator in the entire queue.
4. Site - Right click on the site name and select 'Remove ended chats under ...' to delete ALL archived chats for every operator in the entire site.
5. All - Right click on the All Nodes and select 'Remove ended chats under ...' to delete ALL archived chats for every operator and every site within the account.
PLEASE NOTE: All previous chats are archived in 'Chat History' and can be accessed at anytime.
Right click on your chat (in the Chats panel), move the mouse over 'Transfer chat ... to:' and select the operator you wish to transfer the chat too. You can also click the 'Transfer' button at the top of the Console. SightMax allows you to transfer chats from one operator to another, as well as across sites and across queue/departments. Additionally, when transferring across sites and queues, you can choose whether to force a new prechat survey or transfer blindly by skipping the prechat survey completely.
Note: You can initiate a transfer from three areas: The Ribbon Bar, the Visitor Panel, and the Chats Panel. All three areas function in the same way.
Shown below are multiple ways to transfer a chat request.
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You can select the "Transfer" Button from the Ribbon Bar and choose to transfer to an individual operator, to another queue and either enforcing the pre-chat survey or skipping it, as well as, transferring to a completely different website. The Transfer Button will drill down as shown in caption 3. |
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You can right click on the visitor and choose transfer. |
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If visible, you can right click on the Supervisory Panel and choose transfer. |
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From the "My Chats" Panel, you can right click on the chat and choose transfer. |
Right click on the chat you wish to join (in the Chats panel) and click 'Join Chat'. You can also click the 'Join' button at the top of the GUI as well as the visitor panel.
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You can "Join" by highlighting the visitor in a chat and clicking on the "Join" button on the "Ribbon Bar" |
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From the Supervisory Panel, you can right click on a chat and choose "Join Chat" |
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From the Visitor Panel, right click on the chat in progress and choose "Join Chat" |
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You can join a chat as a coach by highlighting the visitor in a chat and clicking on the "Coach" button on the "Ribbon Bar" |
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From the Supervisory Panel, you can right click on a chat and choose "Coach Chat" |
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From the Visitor Panel, right click on the chat in progress and choose "Coach Chat" |
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When the Coach mode is activated, all the text written by the Coach will appear in the Operator Console Chat panel, visible to the other Operator only. The Visitor cannot view the text written by the Coach (blue text). |
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When the Operator joins an active chat as a Coach and the Coaching Mode is activated, the Chat panel will turn black and all the messages typed in the chat panel will only be visible to the other Operator. |
In order to send a private message to the another operator, you MUST click the 'Send Private' button. If you wish to send a public message to the visitor and the other operator in the chat session you will just need to click the 'Send' button as usual.
There are two ways in which operators can use the built-in spell check feature when composing a message in a chat session.
1. When a word is spelled incorrectly, it is immediately underlined in red. You can right click on the word in question to view spelling suggestions, ignore the misspelling and even add the word to your personal dictionary.
2. Instead of correcting your typo's as you are still typing, you may wait until you are finished. By clicking the 'Spell Check' button when you are finished typing, it will check for misspellings in the entire text you are about to send. After spell check is complete, simply click the 'Send' button to send the text.
Also you can setup Spelling options that will enhance the spelling capabilities further. If you click on Options, you will be able to view all the "Spelling Options": view the image below:
Go to 'Tools' / 'Options' / 'Configuration Tab'.
Simply check 'Spell Check before sending chat segments'.
Click 'Ok' to save your changes.
When the visitor accepts the invite, their host name will become their chat name and you will be able to see the handshake icon.
Operators can send custom text invites to visitors on the site. From the operator console, simply right click on a visitor and select "Send Text Invite", whatever is typed into the dialog box by the operator is sent to the visitor and overlayed onto the customizable invite image. You can pop up messages such as "Hi Bob, welcome back. If you place your order today we can give you 10% off, just click here to take advantage of this savings"!
After the clicking "Send Text Invite", the "Text Invite" dialog pops up. Simply type your message and click send. The visitor is then sent your popup text invite, which they can click to accept or cancel.
PLEASE NOTE: If the visitor has not accepted or rejected the invite, the host name will remain black in color.
When an operator logs in for the first time, they MUST sign into any queue(s) they are a member of in order for a visitor to chat with them. In the example below, Robert was just created by the administrator and is logging in for the first time. Although he appears to be online and available for a chat, he is not logged into the queue to accept a chat (This is noted by the red X). Simply right click on the queue and click 'Sign into ... queue'. Robert will then be online, available, signed into the queue and ready to accept a chat(s) (
).
Go to 'Tools' / 'Options' / 'Notifications Tab'.
Simply check each action (under the 'Audio' column) that you would like to be notified of with a sound (.wav file) when it occurs. By default, the sounds are located in C:\Program Files\SmartMax Software, Inc\SightMax\Operator Client\AV You can use any sound you like as long as it is a .wav file and it is named properly.
Click 'Ok' to save your changes.
Go to 'Tools' / 'Options' / 'Configuration Tab'.
Simply check 'Use Ringback on new chats'.
Click 'Ok' to save your changes.
Go to 'Tools' / 'Options' / 'Notifications Tab'.
The notification windows will appear at the bottom right of your screen directly above the system tray. The example below is a notification window alerting operators that a chat from "Robert" is waiting to be answered.
You can also click on window notifications to get focus on the corresponding chat session.
In the right panel you can view the 'Referrer Details' of a website visitor.
Referred by: The search engine or website URL that directed the visitor to your website.
Keywords: The keywords that the website visitor entered into the search engine or URL to get to your website.
Query String, Query String Name Value Pairs: For troubleshooting and convenience, the raw query string is displayed. Unless you have specific knowledge pertaining to query strings you can disregard this information.
Referrer Symbol: When a visitor has come to your website from a search engine or via a link from another site, then 
will be displayed to the left of the site name. Simply click the session to the view the referrer details as discussed above.
When you click either the 'Push to URL' or 'Send Link' button another dialog will popup. You can give a name to that link that you pushed and save it as a Canned Response.
If you want to push a customer to a URL that you have already created as a Canned Response during a previous chat session, simply click the 'URL' button and use the drop down to select a URL.
- Click 'Canned Responses' and then 'Manage' to open the Canned Responses dialog.
After clicking on the Manage button you will be able to view the Canned Response Manager. You can either choose to manage the Account Canned Responses, or the Operator Canned Responses.
PLEASE NOTE: URL's are blue in color and standard text responses are black.
You can rearrange the Canned Responses by clicking on the up or down arrows to set their priority:
After you edited the text message for the Canned Response, you can click to the side, so the text message will become orange and ready to save. When you are ready to save, click on the blue disk icon to save the Canned Response message:
You can click on the Trash bin icon in the Account Manager Window to delete the Canned Response:
There are two types of Canned Responses: account wide and Operator Canned Responses.
To use the Canned Responses, you will need to Add a shortcut for each Canned Response. You can add shortcuts to the Account wide Canned Responses:
You can add shortcuts to the Operator Canned Responses by right clicking on it and then left click on
"Add to shortcut".
You can click on the instant message (IM) window notification to get focus on the corresponding IM session.
1. Operators that are offline: Right click on an operator that is set to 'Offline' and select 'Get IM history with ...' or simply double click on the operator name. Click the 'History' tab and then the 'Get History' button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.
2. Operators that are online: Right click on an operator that is 'Online' and select 'Send an IM to ...' or simply double click the operator name. Click the 'History' tab and then the 'Get History' button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.
Go to 'Tools' / 'Options' / 'Configuration Tab'.
Simply check 'Spell Check before sending IM segments'.
Click 'Ok' to save your changes.
PLEASE NOTE: If the visitor chose to have the transcript of the chat emailed to them, '(Send Transcript)' will be placed next to the email address.
By default, if you click the "X" button (close), SightMax will be minimized and placed in the system tray. You can change this configuration and have SightMax close upon clicking the 'X' button by going to 'Tools' / 'Options' / 'Configuration Tab' and simply unchecking 'Minimize SightMax on Close'.
PLEASE NOTE: When SightMax is minimized and placed in the system tray, it is still running. Simply double click on the SightMax icon to reopen the GUI. You can also hover your mouse over the SightMax Icon in the system tray to display your status Online, Offline or Connected. It also shows you the number of website visitors browsing your website, number of chats waiting to be answered and the number of chats that have been accepted and that are in progress.
After you are disconnected, the GUI will stay open. To reconnect, simply go to 'Server' / 'Connect'.
You can view a visitor's chat history information, pre-chat survey and complete transcript of the chat session. Chat history information displays the date and time of the chat, hostname of the visitor, IP address of the visitor, name of the visitor, duration of chat, the site and queue in which the visitor initiated the chat and the name of the operator that accepted the chat. You can also view the 'chat type' which displays whether the chat was requested by the visitor or operator.
2. Match Text Exactly: This allows you to search for a specific website visitor name. (Ex. Roger Moore - You will only be shown chats with website visitors named "Roger Moore".)
Transfer Activity: When enabled, you will only search through chats that were transferred at one point.
Join Activity: When enabled, you will only search through chats in which an operator joined.
Visitor Response: When enabled, you will only search through chats in which the visitor actually responded and sent text to the operator.
Chat Timed Out: When enabled, you will only search through chats that timed out.
Pre-Chat Survey Skipped: When enabled, you will only search through chats that were started with no pre chat survey.
Runtime Chats Only: When enabled, you will only search through chats that did not persist in the database. The chats will persist in the database when the Visitor session will end (Visitor will leave the site).
Restrict Chat Type:
- Visitor Initiated: When enabled, you will only search through chats that were initiated by a website visitor.
- Operator Invited: When enabled, you will only search through chats in which an operator invited a website visitor to chat.
or
Print: Click the 'Print' button to print out the chat session.
Business Rules and Triggers
Have a returning visitor to your website that's had a previous chat? Need to ban a visitor that came to your site from a referring URL? In SightMax 7.5 with our new automated Business Rules you can easily create multiple rules that "fire" on visitors. We have over 20 different triggers, with nine different actions. We've even provided powerful scripting elements that can be placed into automated emails. (View Operator Console Help Icon (?) within the Rules Area for complete details).
Summary of Rule Triggers:
Visitor Enters Site: Executes when the Visitor first enters the site.
Returning Visitor: Executes if it is not the first time a visitor comes to the site.
Visitor Changes Page: Executes when the visitor views a new page.
Visitor Declines Invite: Executes when a visitor declines an Invite.
Query String Contains: Executes if the query string of the current page contains the value defined.
Number of Visits: Executes if the number of previous visits is equal to the value specified.
Visitor Starts Chat: Executes when a visitor requests a chat.
Visitor Ends Chat: Executes when a visitor ends a chat.
Visitor Chat Segment Contains: Executes if a visitor chat segment contains a specific value.
Visitor City Contains: Executes if the visitor’s city contains the value specified.
Visitor Country Contains: Executes if the visitor’s country contains the value specified.
Visitor State or Province: Executes if the visitor’s state or province contains the specified value.
Visitor Zip Code Contains: Executes if the visitor’s postal or zip code matches the value specified.
Number of Pages Visited: Executes when the number of pages visited equals the value specified.
Page Referrer Contains: Executes if the referrer of the current page contains the value specified.
Visitor Browser: Executes if the visitor’s browser contains the specified value.
Visitor Idle on Page (Seconds): Executes if the visitor is idle on a page equal to the specified value.
Visitor Idle in Chat (Seconds): Executes if the visitor is idle in a chat equal to the valued specified.
Visitor Lands on Page Address: Executes if the current page address is equal to the value specified.
Host Name or IP Address: Executes if the visitor’s host name or IP address is equal to the value specified.
Chat Request Timeout: Executes if a visitor’s chat request is unanswered.
Visitor has Chat History: Executes if the visitor has participated previously in a chat.
Campaign Conversion: Executes when the Visitor session lands on the website through a campaign and matches the campaign set in the Conversion Tracking (Settings > Campaigns).
Queue Changes Status: Executes when a Queue will change Status
Chat Accepted: Executes when a Chat has been accepted
Offline Response: Executes when an Offline response is received.
Actions Fired when Trigger Conditions Met:
Invite Visitor: Sends a normal invite to the visitor
Push Visitor Session: Pushes the visitor to the specified URL.
Send Text Invite: the visitor will be sent a text invite with the specified text.
End Chat: Ends the chat the visitor is participating in.
Send Chat Segment: Sends a text chat segment to the visitor. The segment will appear to come from the operator.
Ban Visitor: Bans the visitor from chatting with operators.
Alert Operator: Sends an alert to all operators displaying a specified value.
Terminate All other Rules: When this rule is triggered, it prevents any more rules from being triggered.
Send Email: Sends an email to the specified recipient from the specified sender. (View below for scripting actions).
Creates ZenDesk Ticket: creates a Zendesk ticket in the Zendesk ticketing system.
Scripting for Email Action:
The Send Email action allows you to send an email. There are a few custom tags that allow you to retrieve certain visitor information and insert in to the email. These tags are described below. The body of the email accepts HTML as well.
{ChatName}: Retrieves the last name of the visitor used in a chat
{IPAddress}: Retrieves the IP Address from the Visitor
{LastChat}: Retrieves the last chat of the Visitor (Formatted in HTML).
{HostName}: Retrieves the Visitor’s HostName
{NumberOfVisits}: The number of previous visits to the site by this visitor
{NumberOfChats}: The Visitor’s number of previous chats.
{NumberOfPages} The number of pages the Visitor viewed during the current session.
{TotalTimeOnSite}: Total time the visitor spent on the site
{GeoLocation}: Retrieves the Country, State/Province, City, ISP and the Organization of the Visitor
{Referrer}: Retrieves the referrer of the page the Visitor is currently on
{Browser}: Retrieves the name of the Browser the visitor is using
{PageHistory}: Retrieves the list of pages the visitor viewed for the current session
{SessionStartTime}: Retrieves the start time of the Visitor’s session in UTC
{SessionEndTime}: Retrieves the end time of the Visitor’s session in UTC
{HasChatRequestWaiting}: Returns True if the visitor has an active chat request
{Website}: Returns the name of the website the visitor was viewing
{Queue}: If the visitor is in a chat, returns the Chat’s queue, otherwise returns the session’s queue.
{CallQueueState}: Returns the state of the current Queue the visitor is browsing
{QueryString}: Returns the query string of the page the visitor is currently viewing
{Account}: Returns the name of the Account the Visitor’s session is part of.
{CurrentPage}: Returns the address of the page the Visitor is currently viewing
{VisitorEmailAddress}: Returns the Visitor’s email Address used in their last chat.
{TotalPagesVisited}: Returns the number of total pages visited by the visitor in the current session
{LastOperatorToChat}: Returns the name of the last operator to chat with the visitor.
Rule Level:
Rules can be assigned to a specific account within the system or a selection of sites and queues.
Run Rule when not logged in:
Select this option if you want the rule to trigger regardless of you login state (whether you are logged into the operator or not).
Trigger Executes Once:
Select this option if you only want the rule to execute one time when the conditions are met.
Operators with Admin rights can easily upload new chat button icons directly in the Operator Console. Operators can upload an icon for each Queue and Site within the Account. Please take a look at the screenshot below:
Operators can click on the "Chat buttons" button in the menu bar in the Operator Console, select the desired Site, then select the Queue name
What is a pre chat survey?
Pre chat surveys are filled out by visitors before chatting with an operator. Most pre chat surveys ask the visitor for their name, email address, company name and any other information that may be useful to the company.
What is a post chat survey?
Post Chat surveys are filled out by visitors after the chat has ended with an operator. You could use the post chat survey to measure the effectiveness and level of satisfaction that the visitor had with the attending operator. The queue administrator will receive an email with the post chat survey results. Additionally, you can view the results from the "Chat History" section of the SightMax Operator Console.
What is an offline survey?
If a visitor clicks on the chat icon and there are no operators available, they will have the option to leave a message. Once the offline survey is filled out, it is automatically emailed to an address specified by the SightMax Administrator. An operator can then email the visitor and follow up on their inquiry.
PLEASE NOTE: Only Account and Site Administrators can create/edit customized pre chat/offline surveys.
Note: Select Post-Chat for the creating a Post Chat Survey, the options are the same.
The dialog will display what site and queue you are editing (as shown above). Click the 'View' button to preview the survey in HTML format. Before the preview is shown, however, you need to enter the website URL where SightMax is installed.
By default, the survey has the following information:
PLEASE NOTE: When you add 'VisitorEmailAddress' to the pre chat survey, the pre chat survey will give the visitor the option to have the transcript emailed to them.
- Description: Label your survey with any name you like.
- Up and down arrows: Click on any of the survey types and use the arrows to move them up or down in the list. This will determine the order they will be displayed in the final survey.
- Edit: Click on any of the survey types and then click the 'Edit' button to edit their settings. For example, click on 'VisitorName' and click the 'Edit' button.
- Type: There are eight different types that can be created: CheckBox, CheckBoxGroup, Label, RadioButtonGroup, TextArea, TextBox, VisitorEmailAddress and VisitorName. In this example we are working with the 'VisitorName' type. This will create a textbox for the visitor to enter their name when filling out the pre chat survey.
- Label: This is simply the label that will appear next to the survey type you create. In the example below I have created a textbox with a label of 'Your name'.
- Default Value: You can specify any default value to be shown in your textbox. In the example below I have created a textbox with a label of 'Your name' and 'Default Value' of 'Enter Full Name Here!'
- Required: If the 'Required' checkbox is selected, then the visitor is required to enter something into the textbox to continue. (They cannot leave the textbox blank)
- Tool Tip: You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.
- Delete: Simply click on any survey type and then click the 'Delete' button to delete the survey type.
- Confirm Item Delete: If this is selected, then any time you select a survey type to delete, a confirmation message will pop up asking if you are sure that you want to delete that survey item. Note: This does not affect the live survey item on the server. The server will only replace the survey when the 'Replace Current Survey' button is selected.
- Delete Existing Survey: If checked, the server will delete the existing survey rather than just disabling it. However, if the existing survey has responses from previous visitor chats, it will just be disabled.
- New: Click the 'New' button to create a new pre chat survey. There are eight different types that can be created: CheckBox, CheckBoxGroup, Label, RadioButtonGroup, TextArea, TextBox, VisitorEmailAddress and VisitorName.
- Preview: Click the 'Preview' button to preview the survey in HTML format. Before the preview is shown, however, you need to enter the website URL where SightMax is installed.
- Replace Current Survey: When you are done editing or creating a new pre chat survey, click 'Replace Current Survey' to replace and use it as your current survey.
- Click the 'New' button on the 'New PreChat Survey' tab.
- You will need to select 'insert at top', 'insert at bottom', or 'insert above selected' to determine where the new survey type will be located in relation to your other survey type(s) already created.
- Select 'Standard Survey Item'.
PLEASE NOTE: Only the 'RadioButtonGroup' and 'CheckBoxGroup' can use the 'Radio Button Sub Item' and 'Checkbox Sub Item' radial buttons. - Select any of the six survey types above from the drop down. (In this example, we are creating a CheckBox.)
- Enter a 'Label'. (This is simply the label that will appear next to the survey type you create.)
- Enter a 'Tool Tip' if you like. (You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.)
- Select 'Checked By Default' if you would like this checkbox to be selected automatically in the survey.
Click the 'Save' button to add the new checkbox.
The screenshot below is an example of our survey after adding the checkbox.
Click the 'Replace Current Survey' button to use the newly created pre chat survey.
What is the difference between a CheckBoxGroup and RadioButtonGroup?
A visitor can make multiple selections when using a CheckBoxGroup. When using a RadioButtonGroup the user can only select one option.
- Click the 'New' button on the 'New PreChat Survey' tab.
- You will need to select 'insert at top', 'insert at bottom', or 'insert above selected' to determine where the new survey type will be located in relation to your other survey type(s) already created.
- Select 'Standard Survey Item'.
- Select 'RadioButtonGroup' from the dropdown.
- Enter a 'Label' (This is simply the label that will appear next to the survey type you create)
- Enter a 'Tool Tip' if you like. (You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.)
- Click the 'Save' button to add the RadioButtonGroup.
- Next, select the new survey type you just created. Click the 'New' button to enter the sub items.
- Select 'Insert New Sub Item'.
- Select 'Radio Button Sub Item'.
- Enter the 'Label'. In this case we will enter 1-10 representing the number of employees.
- Go ahead and repeat steps h - k above and add another sub item of 11-50.
You will now have two sub items created under "How many employees do you have?"
- Click the 'Preview' button to preview the final survey in HTML format.
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Click the 'Replace Current Survey' button to use the newly created pre chat survey.
PLEASE NOTE: Notice that the survey items in the screenshot above are not organized very well. Remember that you can put the survey questions in any order by going to the 'New Pre Chat Survey' tab and using the up and down arrows to determine the order in which they will appear. The screenshot below shows a better organized pre chat survey.
New! OverSight Interactive Reporting Engine - One of our favorite new features! Version 7 development allowed us to extend our reporting capabilities and create new state of the art reporting engine. Our new "OverSight" Reporting Engine allows operators to look at historical report data interactively. You can drag and drop column headings to sort data they way YOU want to view it. Need a visitor report sorted by Organization? Well...simply drag the column to the column header and you've got it. How about visitors by Organization, by State and by City... you've got the idea, that's "OverSight"! OverSight shows you pie charts, line graphs and bar charts as well as tabular data information.
SightMax includes a complete set of Administrative Reports. See below for a listing and description of each report.
Website Summary Report: The Website Summary Charts provide a quick and general overview of your website activities. It shows the Site Timeline chart for your chats, page views, unique visitors and returning visitors. You can also view the Chats Chart, Top 10 Visitors and the Virtual Earth Visitor information for each and every Visitor to your website.
Visitor Summary Report: The Visitor Summary provides detailed graphs, charts and chat history of the Visitors that have visited your website. You can view charts and graphics for the Visitor Totals, Bounce Rates, Browser Charts, Geolocation Information and Visitor Activity.
These types of reports will enable you to view the Visitor's footprints on your website.
Chat Summary: The Chat Summary provides charts, graphs and historical chat details. You will be able to view graphs regarding the Chat Timeline of Abandoned and Accepted Chats, Chat Totals for Queues & Operators for all of the Queues, Operators and Abandoned Chats.
The chat summary also provides information about the Chat Averages (Chat Segments and Minutes) and the Chat Activity. This provides accurate information about all the chats on your websites in one place, centralized with an OverSight over all your websites.
Page Summary: The Page Summary provides charts, graphs and analysis of the pages your visitors have viewed. You will be able to view the Timeline for the Page Views, graphs for the Top 10 Referrers, the Top 10 Longest Visited (in Minutes), the Top 10 Keywords (very useful for marketing campaigns), and the Top 5 Entry/Exit Pages, the View percentage (%) and the Page Activity graphs and information about the links visited from your websites.
Operator Summary: The Operator Summary provides charts, graphs and all the chat history of the Operators. You will be able to view all the information based on the Operator names, the Accountability Graph, Operator Statistics, graphs for Chat times including Survey and Chat details. This is crucial to determine the Operator's accountability and productivity.
Queue Summary: The Queue Summary provides detailed graphs, charts and historical chat data for all the Queues. The Operator will be able to view graphs for the Average Chat Length (in minutes), Timeline for Chat Times, including all the Chats and Survey Summaries (per Queue).
Search Summary: The Search Summary provides statistics on leading search engines and the keywords visitors used to land on your website. The Operator will be able to view the Search Timeline for all the major search engines, Bing Top Keywords, Yahoo Top Keywords, Google Top Keywords and the Other Search Engines Top Keywords charts, including the Search Activity (includes keywords used, referrer information, referrer URL, landing page, Keyword Summary, Sessions Using this Keyword graphs).
Campaign Summary: Our conversion tracking module allows you to track campaigns based on cost per click, duration of the campaign. Campaign tracking would not be complete without our vast OverSight Dashboard reporting engine. With this, we've given you ways to see your results at a glance or to get really interactive and massage the results to your liking and drill down to the specific visitor and chat.
PLEASE NOTE: Reports are only accessible to SightMax Account Administrators, not regular SightMax operators.
- The name of the server to which you are connected
- SightMax Operator GUI version information
- SightMax Operator GUI build information
- Operating system version
- Common Language Runtime Version (Version of .NET currently installed)
- User Name
- User Domain
- The machine name where you have the SightMax Operator GUI installed
- Current directory where the Operator GUI is installed
- Your machine's system directory
We believe quite strongly in providing outstanding technical support after the sale and provide "Zero Cost Technical Support" to our customers for 30 days. You can submit trouble tickets and view knowledge base articles via our website at http://livechatsupport.sightmax.com/, or email support@sightmax.com and a technician will return your email. You may also call our technical support line from 8:00am to 5:00pm CDT at 918.388.5900 option 2.
You can use any of the following methods to purchase SightMax:
Order Online: http://www.sightmax.com/live-chat-store/
E-Mail Us: sales@sightmax.com
U.S.A. Toll Free Sales Line: 888.770.8001
International Sales Line: 918.388.5900