OCC Agent Update Windows/Mac – Insert Line & Small Fixes

Written by: Categories: News
October 6th, 2014

 

Please update your OCC Agent if you have not already (version 2.0.59.0), we have few minor bug fixes. www.onlinechatcenters.com/occ-agents

2014-10-01_15-25-19 2014-10-01_15-31-56

 

Visitor View Operator/Agent View

You may now use CTRL/CMD + ENTER or Shift + ENTER in the OCC Agent to insert a new line into the chat.

 

Other Bug Fixes

  • Added white spacing between lines in chat messages to be more unified.
  • Fixed KB articles format (font size, style, line breaks height), when placed in chat.
  • Found and fixed a bug when KB articles open from the OCC Agent and is associated with > 1 departments.

New Features – Force Offline and Chat Distribution

Written by: Categories: Uncategorized
August 22nd, 2014

We have just release new features for our Premium/Enterprise users which you can find in your Account Dashboard

Force Offline

Offline setting

You can find the setting for the Force Offline feature in the Account Dashboard > Setup > Offline Settings. After you have located the Force Offline settings you click +Add more hours to add the date and time you wish to be offline.

dayshours

 

In this menu you just select the days and time you wish to be offline. For the time you format either with 12 hour clock (2:00 pm) format 24 hour clock format (14:00). The setting time setting will not roll over so make sure if you wish to be online between 9:00 am and 5:00 pm, you will make 2 different entries (12:00 am- 9:00 am and 5:00 pm to 11:59 pm).

 

Chat Distribution

chat dintervals

 

With this setting allows you to define how chats reach your operators.

  1. All Operators- This is the default setting for users when a visitor imitates a chat it will ring all operators
  2. Status- It will ring Online (Green) operators first, then Idle (Yellow) and finally Hidden (Blue).
  3. Avoid Concurrent- It will ring operators based on the amount of calls they are currently in (least to most).
  4. Equalize- It will ring operators with the least amount of chats in the last 30 days.
  5. Round Robin- it will ring operators in order.

The time it takes to ring the next operator is based on the time you choose for the intervals.

 

 

 

OCC Agent Update – Windows

Written by: Categories: Features,News
July 29th, 2014

We have just released a new OCC Agent for Windows!

What’s New

The new update includes the following new features:

1. Desktop Notifications

2. New icons within the application

3. Minor bug fixes

Desktop Notifications

Windows based customers will begin seeing notifications in the lower-right corner of their screens indicating new chat requests and visitor chat responses.

Without having to switch over to the OCC application, you’ll be able to preview chat requests before Accepting/Rejecting (or ignoring) directly from these notification windows. As well, you will be able to see visitor responses while in chat sessions with them.

desktop-alert2

 

As usual, these notifications are optional and customizable from within your desktop application.

desktop-alert1

New Icons within the application

Rather than just features we decided to put some time into pretty-ing up the application a bit. You’ll notice a few visual updates with this new version.
Here’s some of the new icons you’ll find:

updated-icons

Minor bug fixes

Improved proxy support.


Download it now here: OCC Agent

Android App Beta Available

Written by: Categories: Uncategorized
June 27th, 2014

Attention: Our Android App is currently still in Beta but we are offering it to all our users for free to test and give it a spin.

So, first thing you will need to do is:

Step 1: Go to Settings on your Android Phone and tap on Security

Step 2: Make sure “Unknown Sources” is checked

Step 3: Use this link on your phone to download and install.

Thank you and hope you enjoy the app.

Dashboard User Rights

Written by: Categories: Uncategorized
June 27th, 2014

You requested it…We’ve delivered it!

We are pleased to now offer the ability for the Admin of the OCC Account to assign certain user rights to each operator within the account.

This is primarily useful for Canned Messages, Knowledge-base Articles, etc.

Simply login to your Account Dashboard, proceed to Setup–>Operators and at the bottom you will see Dashboard Access with a checkbox.

Dashboard-setup-operators

Click that and you will have every Dashboard feature as a checkbox for enabling access to that selected operator.

Dashboard-Access

*BE SURE TO CLICK SAVE AT THE BOTTOM OF THE LIST.

 

 

Heartbleed Exploit Security Notice

Written by: Categories: News,Service Status
April 9th, 2014

We’ve received some messages from concerned OCC customers regarding the recent security flaw in OpenSSL that has made the news the past two days.

If you’re not familiar with ‘Heartbleed’ bug (Officially called CVE-2014-0160) you can read more about it here.

We wanted to take the time to let you know that we have not seen any reports of compromised data from our systems. The nature of that exploit makes it impossible for us to know if we were a target; so we can only go off of customer reports of exposure as well as our own access reports. We haven’t had any of this sort. Our systems have already been patched with the latest OpenSSL libraries as of yesterday immediately after they were available.

As an extra precaution, you may choose to change your account and agent passwords for additional self-security.

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Email Templates – New Feature

Written by: Categories: Features
December 18th, 2013

OCC now allows you to fully customize the automated emails that are sent from the system, including:

Chat Transcripts

Chat Transcripts (that visitor sends)

Offline Messages

Missed Requests

 

Each can be customized per department and with different variables. All the email’s basic information can be edited including:

Message

Subject

From Email

 

The Message and Subject fields can use the following variables, taken from the visitor’s information and the chat:

%%username%% – chat name used by visitor
%%transcript%% – the complete chat transcript
%%topic%% – topic of the chat
%%department%% – department/website associated
%%visitorinfofull%% – visitor’s full info
%%visitorinfobasic%% – visitor’s basic info (does not include location and device info)

 

Here’s how to use the Email Templates:

1. Login to the Account Dashboard

2. Go to Setup > Messages > Email Templates

Account Dashboard - Setup | Messages

To edit an Email Template, select the Department/Website, then the template you wish to edit.

Change the fields using the fields and insert the variables in gray font in your desired locations within the subject line and message body. The subject line can be very long depending on the variables you insert, so we give you the option to cut off the email at a certain number of characters (start at 50 characters then test with your desired email client).

You can also define if the email comes from the department email (if you entered more than 1, the first email entered is used) or the visitor’s email.

 

Email Templates OCC

 

The Email Templates feature is available to all OCC Accounts: Free, Premium and Enterprise.

OCC Agent Update – Win & Web – Supervisors, Visitor Info

Written by: Categories: Features,News
July 29th, 2013

We have just released new OCC Agents for Windows and web. Mac update coming soon!

What’s New

The new update includes the following new features:

1. Supervisors – Ability to close chats without ending them

2. Supervisors – Ability to send message to just the operator or the whole chat

3. New data in visitor info

4. New icons for visitor info

5. Minor bug fixes

Supervisors – Close Chat & Messaging

Supervisors monitoring a chat can now only close chats and not end them. They can also send messages to either both the visitor and the operator or just the operator.

supervisor-changes

 

Visitor Info Changes

These visitor info changes were released on all OCC Agents prior to this announcement but now the columns are customizable through the View drop down menu.

We added more information about each visitor including:

  • Traffic source
  • Search keyword
  • Landing page

We also added icons for country, system, traffic source and browser.

navigation

demographics

system

 

Minor bug fixes

Fixed the hidden status being unavailable to operators that do not have it enabled in the Account Dashboard.

Planned Maintenance / Downtime – Friday

Written by: Categories: Service Status
June 18th, 2013

On Friday, June 21, 2013, we are going to have around 1 hour of planned downtime for a PHP update.

The downtime will start at 10:00 PM PDT or 5:00 AM GMT

Number Scrambling & Chat Transcript Export

Written by: Categories: Features,News
June 1st, 2013

Here’s a quick Sunday update post:

2 new features have been released last week that we’re officially announcing today:

Number Scrambling

For the added safety and security of your chat visitors, any numbers that could be seen as credit card numbers or social security numbers are scrambled and not stored in the chat transcripts. You’ll instead see the numbers replaced by x’s in your chat transcripts:

Number Scrambling

Number Scrambling

 

Chat Transcript in CSV Export

The CSV export of your chat history now can, optionally, include the entire chat’s transcript. This is also available in the scheduled email.

This option is only available for 30 day periods to minimize server load. Find the new option in your Account Dashboard under Reports > Chat History

Click Export to see the option appear.

Chat transcript export

Chat Transcript Export

Chat Transcript Export in Scheduled Email

Chat Transcript Export in Scheduled Email