For Account Owners: Operator Profile Setup Invites

Written by: Categories: Features
February 4th, 2013

We’ve released a new handy feature for account owners, helping their ability to setup Operators in their live chat setup.

Operator Invites

Account owners can now invite operators to create their own profiles within their OCC account through the Account Dashboard.

Here’s how to invite operators to set up profiles:

Go to Setup > Basic Settings > Operators

We’ll pretend there are no additional operators added into the account just yet. Click Add Operator and fill out the information for the operator.

After adding the operator, you’ll see a new link and icon in the Actions column, “Email Invite.”

Email Operator Invite Link

Email Invite Link

If you click the Email Invite link, a window will pop up to verify the user’s email address. Hit Send Email on that to send the email a link (valid only for 48 hours) to a page where they can customize their profile.

Operators are able to change their name, email, image, login and password. After saving their information, the operator is sent to a page that gives them their full login information and link to each of the OCC Agents, similar to this page: OCC Agents.

After the operator sets their profile up, the account owner is emailed a notification with the full details of the operator’s info for quality assurance.

Keep posted on more updates like this via our Twitter page: @OCC

Updates: Chat Window & Floating Icon

Written by: Categories: Features,News
December 31st, 2012

We have a few new exciting features to announce today for the front-end experience visitors to your website see.

Floating Icon

This has been our most requested feature since we launched our new website with the floating icon on the left of our site.

This new feature is found in your Account Dashboard under Setup > Design Customization > Online/Offline Icons as well as the Setup Wizard.

You’ll see a checkbox to enable the floating icon, which will then pop down some additional settings for the positioning of the icon on your site. You can position the icon anywhere on the page or custom position it based on pixels.

If a value other than 0 is entered in the Custom Positioning boxes, the values entered are used and overwrite the Horizontal/Vertical Positioning selections:

Floating Chat Icon

Floating Icon Options

 

Chat Window Changes

The ending and sizing of the chat window has been changed a bit. A new option “Fit to Size” has been added which will adjust the size of your chat window automatically based on options selected, banners/logo used and more. This option is selected automatically when you are setting up your options, but can be disabled. You’ll notice some other changes here:

Style – Right now only Pop Up is available but we’ll soon be adding Embedded Chat Widget and possibly more types in early 2013!

Layout – The options for Pop Up are Standard and Mini layouts with a possible 3rd option coming soon. The sizes of the different layouts are easily displayed in pixels for both options as well.

Find this option under Setup > Design Customization > Chat Window

Chat Window Options

Chat Window - Fit to Size

At the end of the chat on a visitor’s side post-chat options have been made more prominent – email transcript and operator rating. Check it out below:

Chat Window End

Chat Window

 

And, finally, Happy New Year to all, wherever you may be!

Improved Canned Messages, New Offline Settings, Print Chat & Translation Stats

Written by: Categories: Features,News
November 26th, 2012

On Friday of last week, we posted some pretty significant to updates to OCC, with some further refinement this week:

Print Chat

This is a new feature for visitors to your website requesting a chat. Directly from the chat window, visitors can print a transcript of the chat they’re having with you or your operators. The Print Chat option is automatically enabled for accounts but can be disabled from your Account Dashboard under Setup > Basic Settings > Global Account Settings

Check out the look of the new button below

Print Chat Transcript

Offline Settings – Hide Icon & Disable Offline Messages

We added 2 more Offline Settings that were highly requested by our users. Both of these options are for Premium & Enterprise users only and can be found in your Account Dashboard under Setup > Basic Settings > Offline Settings

Each of these settings is definable per department/website like most of the other features within OCC:

Disable offline messages but do not hide chat icon – When all your operators are either hidden or offline, this option will show your offline icon but will disable offline messages. It is a setting we had before but it was not able to be set per department.

Hide live chat icon - When you’re offline, this setting will NOT show your offline icon but will instead completely hide the icon. OCC is still tracking visitors to your site but the icon will not be displayed to visitors.

Offline Settings

Canned Messages – Initial per department and per operator

Canned messages can now be individualized further by having the initial message defined per operator or per department or both!

Find this function in your Account Dashboard under Setup > Messages > Canned Messages

In the example below, if “Send as Initial Message” is selected, you can then choose which department/website and/or operator will use the message as their initial greeting to the chat visitor. The per operator selection will override the department selection.

For example:

1. Message A is set for all departments
2. Message B is set for the OCC department
3. Message C is set for OCC department and Victor
4. Message D is set for all departments and Brandon

All operators will send Message A for all departments except OCC department which sends Message B except if Victor accepts the chat then it is Message C.
If Brandon accepts a chat from any department, he sends Message D.

There are checks for each scenario that will prompt you if a conflict arises. Below is an example of how the initial message setting now looks:

Per Operator Canned Messages

Translation Statistics

And, finally, we added some pretty cool and useful graphs to our Translation Program that displays what percentage of each language we have translated for each portion of OCC for each language.

Translation Statistics

Free Versions get a la Carte & Minor Changes

Written by: Categories: Features,News
November 6th, 2012

Here’s a quick note on some new features we’ve released in the past few days.

A La Carte for Free Versions

The major one that some of you have already noticed and taken advantage of is Free users can now purchase a la carte operators, departments and SSL for the same price as Premium users, which is even more affordable than our older pricing.

$2 per month or $19.20 per year (20% discount) per feature.

Minor Updates

You now have a nice check on the Generate HTML page that notifies you when you have operator & department issues and there are potential issues with going online. The site will display a quick notice at the top of the Generate HTML page to notify you when there are:

  • No operators added
  • No departments added
  • No operators associated with departments

Account Notifications

We’ve also fixed some small issues including:

Chat invites - when the chat button text was customized and excessively long, the window would get cut off. This is now fixed.

Online/Offline Icons – when selecting icons for your site, the Save button was buried at the bottom of our pre-made icons. We’ve now placed a Save button at the top for easier access.

Company logo – uploading an excessively large company logo through the Setup Wizard displayed an incorrect preview. Now you will see the resized version of the image.

Hidden Fields in Chat Request Form – New Feature

Written by: Categories: Features,News
October 15th, 2012

For the past few weeks, we’ve been testing a new feature in the OCC Chat Request Form called Hidden Fields.

Hidden Fields allow you to pass information from your web page to the chat request information area and into the chat request form itself.

Note that this is an advanced feature that will require some knowledge of web development to set up.

 

How Hidden Fields Work

1. Log in to your Account Dashboard

2. Go to Account > Messages > Chat Request Form

Chat Request Form


3. At this point, we’re assuming you have a form already created. If not, click Add Request Form

4. Click form fields (x) to edit the fields on the form you want to edit.

5. Click Add Form Field and select Hidden Field

 

6. Once you add, you will see a column “ID”

 

7. Next you must pass data from the website into this hidden field. For this, the data must pass through the icon code.

Find in the OCC code on your website the line below. Note that the x below is your account number.

“<tr><td class=”occIcon-x“>&nbsp;</td></tr>”

Change this line to:

“<tr><td class=”occIcon-x><!– { “request”: { “ID1” : “customer information”, “ID2” : “other field” } } –></td></tr>”

 

In the example above:

{“”:{“”:”"}} – JSON format.

ID1 - ID of first hidden field. This will be a number like 555

ID2- ID of second hidden field

and so on…

 

You can dynamically pass any string of info in the place of “customer information” such as a customer ID, email, or phone number. Pretty much anything that is displayed or located in your code on the web page can be passed into these fields.

 

For example, in PHP the hidden field can look like:

<!– { “request”: { “5555″ : “<?=$idCustomer?>” } } –>

If a chat request is requested from website, the operator will see this hidden field of data in “Request information”

 

You can also use this same method to pre-fill fields in the form that are visible to the visitor. For example, if they are logged in to your website, you can pass their name, email and phone number through the same methods and when they request a chat, they will see all 3 of these fields filled out on the chat request form! Use the same method outlined above with a different type of field, such as Text Field.

 

Agent Updates – Chat Tabs, Mac & More

Written by: Categories: Features,News
April 3rd, 2012

Greetings Chatters!

Earlier this week we released updates to all of the OCC Agents with some feature updates.

Download the latest version of the agents here:

OCC for Windows : Version 2.0.57.1
OCC for Mac : Version 1.12
OCC Web Agent

Here’s what’s new:

Supervisors – Chat Tabs don’t Remain

After launching the previous update with chat tabs remaining in the chat after they end, supervisors would have many chat tabs for all the Operators that are listed under their department. Chats that had ended and active chats. Now other operator chats do not get viewed until they are clicked on by a Supervisor, making the Supervisor mode much more manageable.

Topic – Added to the top of Chats

The topic of the chat is added to the top of chats so it can be easily viewed right in the transcript. A small edit but will be much needed in our upcoming mobile apps!

Pagination in Chat History, Missed Requests, Offline Requests

All the Chats areas now have pages added to improve speed and improve the viewing experience of these sections.

Chats at Top of Visitor List

Chats are now listed at the top of the visitor list for easier access and viewing, effectively dividing the Chats and Visitors into 2 different areas. This is only available in the Windows and Web versions.

Web Agent: # of Messages in Page Title

In the web version, the # of messages are now actively refreshed in the page title, giving a visual indicator to Operators that they have unread messages.

Mac Agent: Updating, Hotkey Chat Switching, New Look

Auto-updating now works – make sure to have it checked!

Switch between chats – Switch between chats in the Mac version by hitting (CMD+TAB)

New look – We added some slicker buttons :)

OCC Live Chat for Mac

OCC for Mac - New Look!

Under the Hood – Minor Fixes

Some other minor stuff was fixed including:

  • Real Time Translation Update
  • Updated Language Captions
  • Chat Forwarding Issues (when chats were forwarded more then 2x)
  • Speed Improvements

 

Download the latest version of the agents here:

OCC for Windows : Version 2.0.57.1
OCC for Mac : Version 1.12
OCC Web Agent

OCC Planned Downtime for Migration

Written by: Categories: Service Status
January 19th, 2012

Dear OnlineChatCenters Chatters::

Over the past week or so, you may have noticed performance issues with OCC. We’ve been growing rapidly and were caught off-guard as a small development team, focusing instead on adding features and launching our new website.

For the outages and impacted performance, we sincerely apologize. Since the issues began last week, our technicians have worked around the clock to get our service stable and migrate everything over to a more highly available, scalable and secured cloud hosting infrastructure.

This evening we’ll be refreshing the current database data and redirecting traffic to the new platform, during hours with the lowest amount of traffic, scheduled from 11 PM PST to 1 AM PST. To minimize any issues during this migration period we will be disabling OCC services as we are moving to complete new locations geographically.

Once the migration is complete, you will have to restart your OCC agents for the change to take effect.

If you find ANY bugs, potential issues or speed problems, please report them to us via chat or contact form.

We’ve done extensive testing to ensure basic and most advanced functionality works but there may be a situation that we overlooked. Your feedback is important to us!

Thanks in advance and we look forward to having our OCC family on the new platform!

Sincerely,

The OnlineChatCenters Team

Mac Agent v1.11 Released – Invite, Translate Updates & Fixes

Written by: Categories: Features,News
December 21st, 2011

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