31 Aug 10 Generating the code to put on your website
In order to use the Live Chat Service on your website, you need to retrieve the HTML code and put it on your website.
Follow the steps mentioned below to obtain the code:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Here, click the code that you require from the different types of codes listed under INTEGRATION CODE section, and copy this code to your website. Click here to know about different types of codes available >>
1. If you use the code available within the LivehelpGenie Operator software, the visitors will be visible only to the Agent who copied the code.
2. The code provided in the software is different than the one provided within the control panel.
3. Ports in the range 37643 to 37648 need to be enabled/opened for the following to work:
i. Live Chat Agent software – If this software is installed on a computer that is behind a Firewall or Proxy Server, then you need to request your System Administrator to enable/open these ports for you.
If you are connected to the Internet via a Cable/DSL ISP, then you need to contact your ISP and request them to enable these for you. Typically, Dial-up Internet users do not face port blocking issues and would not have to request their ISP for enabling these ports.
ii. Live Chat code for your website – If the web server where your website is hosted (which has the LivehelpGenie Live Chat code installed) behind a Firewall, then you need to request your Web Hosting Provider to enable/open these ports for you.
Tags: Agent Software, Area 3, Cable Dsl, Chat Code, Chat Service, Control Panel, Domain Name, Firewall, Gt 2, HTML, Html Code, Integration Code, Internet Users, Isp, Live Chat, Live Chat Service, Members Area, Operator Software, Ports, Proxy Server, Registered, System Administrator, Web Hosting, Web Hosting Provider, Web Server
24 Aug 10 Determining which code you need for your website
Once you have set up your support chat system, you need to put a certain piece of code on your website. Although it is not necessary to put this code on every page of your site, it would be advisable to do so for best results.
Gossimer offers you several types of codes to use for your Live Chat setup. You can use any of the following, to suit your purpose -
1. LivehelpGenie code for websites - Use this code on your websites, to track movement of visitors, and provide a chat link. There are several variations of this code, for instance
- LivehelpGenie Live Chat and Tracking Code: For pages where you wish to track visitors, and display a Live Chat image.
- LivehelpGenie Live Chat email signature code: To put in your HTML emails.
- LivehelpGenie Live Tracking Code for pages: For pages where you wish to track visitors, without Live Chat Image display.
- LivehelpGenie Code for Secure Websites: For sites starting with https://. There are two sets of code, for tracking with or without the Live Chat Image display.
2. LivehelpGenie code for auctions – Use this code on your auction websites. Provide the name of the Auction, and your username for the selected Auction Type, and click Get My Code to generate the code that you can use on your site.
Once you have decided about the type of code to use, you need to generate the code to put on your website. Click here to read how >>
Tags: Auction Type, Auctions, Chat Image, Chat System, HTML, Live Chat, Signature Code, Variations
23 Aug 10 Adding Agents and Departments
To allow Agents to login to the Live Chat software, you need to create Usernames for them. With these Usernames, they would be able to connect to the chat client and chat with any visitors on your website. You can add as many Operators as you choose. However, the number of Operators that can simultaneously login to chat is restricted by your package terms.
Also, you can add multiple Departments and add Operators under these Departments. The ability to create Departments, as well as the number of Departments depends upon the package you have selected.
To add Agents and Departments for your Service, follow the steps mentioned below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Click Manage Live Chat Service. This will take you to the Registered members area.
3. Under USERS, click Add Department.
4. Enter a name for the Department, a password for administration of this Department and an Email address associated with this Department. Complete the process by clicking Add Department.
5. Now click Add Agent.
6. Provide an Agent Username, Password, Email address and Department (Main account, if no departments exist) to create the Operator. The Agent’s Username for the chat client would be of the form AgentUsername@yourdomainname.com. This can be used to login to chat.
Tags: Add Department, Area 3, Chat Client, Chat Service, Chat Software, Control Panel, Domain Name, Email Account, Email Address, Gt 2, Live Chat, Live Chat Service, Members Area, Registered
17 Aug 10 Downloading and Installing the LivehelpGenie Agent Client software
In order to use your Live Chat Service, you need to download and install the Agent module software. This software connects your support Operators to the Live Help client.
1. This software requires Microsoft .NET runtime to be installed on your machine. If you do not have it, download the same from http://download.microsoft.com/download/a/a/c/aac39226-8825-44ce-90e3-bf8203e74006/dotnetfx.exe.
2. Ports in the range 37643 to 37648 need to be enabled/opened for the following to work:
i. Live Chat Agent software – If this software is installed on a computer that is behind a Firewall or Proxy Server, then you need to request your System Administrator to enable/open these ports for you.
If you are connected to the Internet via a Cable/DSL ISP, then you need to contact your ISP and request them to enable these for you. Typically, Dial-up Internet users do not face port blocking issues and would not have to request their ISP for enabling these ports.
ii. Live Chat code for your website – If the web server where your website is hosted (which has the LivehelpGenie Live Chat code installed) behind a Firewall, then you need to request your Web Hosting Provider to enable/open these ports for you.
To download the software, follow the steps mentioned below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. On this page, in the MISCELLANEOUS section at the bottom of the left-hand side margin, click Download software.
Once the software is downloaded, install it on your (or all the Agent’s) PC. You must provide your Agent login details to connect to and use the Service.
Tags: Agent Login, Agent Software, Area 3, Cable Dsl, Chat Code, Chat Service, Client Software, Dotnetfx, Dsl Isp, Firewall, Gt 2, Internet Users, Isp, Left Hand Side, Live Chat, Live Chat Service, Live Help, Members Area, Microsoft, module software, Proxy Server, Registered, Side Margin, Support Operators, System Administrator, Web Hosting, Web Hosting Provider, Web Server
06 Aug 10 Reports Generation and Analysis
The Live Chat Service offers Reporting and Analysis designed to measure the effectiveness of your Operators. These include -
Searching/Listing of Chat Transcripts
You can retrieve the complete chat transcripts for quality analysis -
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under REPORTING section, click Search Transcripts.
4. Here, you can search by
- IP Address – compares the IP Address provided with the IP Address of the visitors
- KeyWords – searches the actual transcripts for transcripts that contain the keywords provided
5. You may also fetch a list of all chat transcripts by clicking List Transcripts.
Post Chat Survey Statistics
You may display a post chat survey to your website visitor allowing him/her to rate the online support provided. Click here to read how >>
Once you have enabled the same, you can view Post Chat Survey Statistics as mentioned below -
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under REPORTING section, click Post Chat Survey Statistics.
Advanced Reports
Gossimer offers you a full set of online reports, exclusively as a part of the Live Chat Enterprise plan.
All you have to do is select the type and parameters of the report. The system will process the report and return the comprehensive result in HTML and Excel format. The report types available cover a wide range of diverse characteristics, such as
- Operator Login Statistics
- Operator/Department wise Performance Reports
- Chat Transcripts
- Chat Transfer Statistics
- Operator Login and Availability Statistics
- Chat Summary (Normal and Extended)
- Abandoned Chats
- Icon Status
- Operator Availability Statistics
- Rejected Chat Logs
This option is not available with all packages. In order to avail of this feature, you would need to upgrade your package to the Enterprise solution. Click here to know how to upgrade you Live Chat Service package >>
To generate the report you require, follow the steps mentioned below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under REPORTING section, click Advanced Reports.
4. Select the Type of Report, and the Reporting Level. The Reporting Level can be
a. Summarized for the full account, or
b. Summarized for a department, or
c. For a Particular Operator
5. Choose the Time Frame for which you wish to generate this report.
6. Once you have specified these details, click Submit. The report would now be presented in complete detail.
Tags: Area 3, Chat Service, Control Panel, Domain Name, Enterprise Plan, Gt 2, HTML, Html Format, Live Chat, Live Chat Enterprise, Live Chat Service, Members Area, online reports, online support, Parameters, Performance Reports, Quality Analysis, Registered, Reporting, Search Transcripts, Survey Statistics, Transfer Statistics
Gossimer Promotions and Announcements
- TechSupport Notifications February 28, 2010Technical support information and notifications […]
- PHP4 Discontinuation - 18th September September 7, 2009As announced earlier, PHP4 will not be supported on our Linux Hosting Servers from the 18th of September, 2009. Please pass on this information to your Customers and Resellers to ensure that they can update their websites to work with PHP5. […]
- .CN Launch - Coming Soon August 16, 2009We are glad to announce the launch of .CN - the most popular and fastest growing ccTLD worldwide. The .CN domain extension has seen an exemplary growth since its launch throughout the world. Earlier this year, .CN crossed over 13 million registrations to become the second most registered domain extension after .COM. Moreover, with China now representing the […]
- Live Chat Product Discontinuation - Moved to 18th August August 16, 2009Based on feedback that we received from several Resellers, we have decided to postpone the Live Chat discontinuation to the August of 18th, 2009 at 12:30 UTC. From the 18th of August, it will not be possible to purchase new Live Chat packages but exisiting packages will continue to function normally. […]