Mac users can and should update their OCC Agents to the latest update, version 1.11
This includes updates to operator to operator invites, visitor chat invites and and update to the translation module which is now active!
With this update, we’ll be officially moving the Mac OCC Agent out of “Beta.”
Download the latest Mac update here: OCC Agent for Mac
In the OCC administration dashboard, you have the ability to define your offline settings for your website or specific departments.
This feature is available only to Premium users of our live chat. Free users will still only be able to use the “leave a message” option for offline support.
While we plan on releasing more options for when your operators are offline or unavailable, we only have the forward to a URL feature currently available. Future offline options will include forward to phone, go hidden or forward to an instant messaging service.
Find the new settings under Setup > Basic Settings > Offline Settings
Offline Settings Option
Select the department / website you want to change the setting for and plug in a URL on your website to forward the visitor to when they click your offline icon.
Forward Visitor to URL
With this new feature, Premium users can route visitors more effectively on their site such as forwarding requests to the Sales department to a request quote page, Support department to a support login area or help files and leaving General Inquiries to the regular offline leave a message form.
For more feature updates and specials follow us on our new twitter account: @OCC
Some updates to the OCC Windows Software were officially released today in version 2.0.56.4. Updates to the Mac and Web versions will be released in the next couple weeks.
You can download the latest OCC software for Windows here
In previous versions, OCC operators had no notification displaying whether a chat invite was sent to a visitor or not. In the Topic column, we added a notification that is global to all operators displaying one of 4 statuses for invites sent:
Auto Invite Sent
Auto Invite Rejected
Manual Invite Sent
Manual Invite Rejected
Manual Invite Sent Notification
A much requested feature has been to add a hotkey to switch between chat tabs when in multiple chats. Now when CTRL+T is hit, you will switch between chat tabs. Previously, there was a small bug in disappearing text between chats. Now the message you type in one chat will remain and not disappear when you switch.
Press CTRL+T to switch between chats
Chats now remain on the Operator’s screen after they’ve been ended and even after a visitor has left the website. This is a particularly useful feature that allows operators to review the chat or email the transcript without digging through their live chat history.
Now the End Chat icon changes to Close Chat after the chat has ended. Clicking Close Chat will close the chat window. A timestamp has also been added to the ending chat text.
End Chat
Close Chat
The Operators list now displays the number of chats an operator is currently involved in. A simple but useful addition!
Operators List - Number of Chats
Other minor updates worth mentioning include:
You can download the latest OCC software for Windows here
A couple new simple updates released today to the chat history section of the website and the OCC agents:
At the end of the chat history transcript, you’ll now see a line that displays when the chat was ended and by whom (operator or visitor):
Operator Ends Chat
Visitor Ends Chat
At the end of chats, you may also notice the rating the visitor gave to the operator in the post-chat rating is now available. Coming soon will be a column to sort by highest/lowest rated chats and an inclusion of this in the CSV export.
Operator Rating Left by Visitor
We hope you find the additional information added to the chat history useful and look forward to even more useful data about your chats and visitors coming soon!
The chat history section of the administration section has been updated with 2 highly requested additions: removal of the archiving limit and page navigation.
Premium Version accounts no longer have a chat archiving limit of 365 days (the default is 30 days). Chats are now automatically stored forever for our OCC accounts.
Free Accounts still have a 30 day chat archive limit.
To accommodate for the additional chat history storage, we added page navigation to the Chat History sections.
Page Navigation in OCC Chat History
We have many features still in development, beginning with the Chat History and Operator Stats Reports and beyond. Some features being added to these reports:
All reports – filtering for common and custom-defined date ranges
Operator Stats – addition of time in chats, status times and more for each operator.
Stay updated on these developments and more via our Twitter, Facebook and this blog.
Today we released an update to all of our OCC Agents which includes the following updates:
Chat tabs now contain the name of the visitor as well as the unique ID of the chat visitor.
Chat Tab - Names
The message displayed at the end of a chat are now more descriptive, showing whether it was the visitor or the operator who ended the chat.
Screenshots of the ended chat messages seen below:
Chat ended by Visitor
Chat ended by Operator
You now have the ability to email the entire chat transcript from individual chats found in your chat history. This is available through all the OCC Agents and the Chat History section in the administration section. The screenshot below is from the administration section.
Email Chat Transcript from Chat History
Some other minor edits were also included:
- Columns in the Agents were changed – Current Page was added to display the current page the visitor is browsing.
- Messages displayed for users joining and leaving chat conferences were added.
- Messages displayed for chats being forwarded changed.
Download / Access the latest OCC Agents:
OCC for Windows
OCC for Mac
Web Agent
The Department Selection Page feature is officially released in OnlineChatCenters. An embedded video can be found at the end of this post.
Watch Department Selection Page on The OCC YouTube Channel
The new section can be found in your OCC Administration Section under Setup –> Settings –> Design Customization –> Department Selection Page
There are 4 options for your department selection page, 3 pre-set themes and an option to customize your page.
The 3 themes are:
Classic Boxes – This is the style that has been used for the department selection page up to now
Graphic & Text Links - This is a new style that displays the department logo with the department name
Text Links – This is a new style that displays just the department name and online/offline status
Department Selection Page Themes
The Graphic & Text Links and the Text Links themes’ department name text can be customized through the font styling options that appear when you click on one of the options:
Font Styling for the Dept. Select Page
Below you’ll find a video explaining and demonstrating the features in more detail:
Some of our users may have noticed an updated Generate HTML area in their account administration section.
The section can be accessed by visiting Setup --> Generate HTML
Other than the more updated look, we added 2 features that we hope will greatly improve the deployment and ease of use of our website live chat system :
1. The department select page is disabled by default for accounts with 1 department or less. It can be enabled again through a checkbox under the Options section. The ability to toggle whether chat requests require a pre-chat request form or whether the page is bypassed to go straight to chat is also available through the Options section:
Show Department Select Page
2. A new option is available – Direct Link using a shortened URL, http://occ.bz. The new option is designed for direct linking to your live chat account or department. We also used a short URL for easy integration into character-sensitive systems like Twitter. This new option is ideal for social networks such as Linkedin and Facebook.
Direct Link Chat Option
Check out the new Generate HTML section and expand OCC live chat support to all the social networks your company uses:
Generate HTML Section
The Mac OCC Agent Beta version 1.7 is now released and available for download.
You can download the latest version, version 1.7 here:
Download OCC Agent for Mac
In this latest version we added:
# Live Spell Checking
Features still in development:
* Multi language translation
Stay tuned to our blog or twitter for more updates!
