Managing Operators

Manage departments

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  System Setup and Customization > Control Panel > Managing operators and departments >

Managing Operators

Manage departments

General

 

Operator profile contains all personal information about the operator: name, nick name, email, picture, greeting message, font, login and password, list of assigned departments, etc.

 

You can create any number of operator profiles during the trial. When you purchase a subscription, the number of operator profiles should be adjusted according to the subscription.

 

If you wish to have a personalized profile for each operator, you need to have as many operator profiles as there are operators in your company.

 

You can also create generic operator profiles and share them between several operators.

 

Each operator can have as many concurrent chats at a time as they can handle, we don't limit this, it will only depend on your operators.

 

Add / edit / delete operator profile

 

live chat agents profiles

Add / edit / delete / sort operator profile

 

Add

 

To add a new operator, please do the following:

 

1.Click on "Create New Operator" (1) link in the top right corner of the Operator Profiles table on the Operators and Departments page

2.Fill out all needed fields on the New Operator Profile page (Note! Fields marked with * are required). Please also note! Operator login and Nick Name should be unique. Operator login can contain only Latin letters and digits. Other characters except underscore and dash characters are disallowed. Operator password can have no less than 5 symbols and no more than 20 ones.

3.Press "Create" button at the very bottom of the New Operator Profile page

 

Edit

 

To change the operator name / login / password / e-mail / picture (photo) / greeting message / font in chat / assigned departments / transcripts sending / alerts, please do the following:

 

1.Click on "Edit" (2) button next to the operator info in the Operator Profiles table on the Operators and Departments page

2.Enter new data on the Operator Profile page

3.When the changes are finished press "Save" button at the very bottom of the Operator Profile page

 

Delete

 

To delete an operator profile, please do the following:

 

1.Click on "Delete" (3) button next to the operator info in the Operator Profiles table on the Operators and Departments page

2.Confirm profile deleting

Delete operator profile confirmation

Delete operator profile confirmation

 

Sorting

 

If you would like to change the order of your operator profiles in the operators list you can use green arrows to move profiles or just drag them and drop (4). To change the order of displaying your operator profiles, please do the following:

 

1.Click green arrow to move the profile up or down on one position

2.Place your mouse cursor over the profile, left click on it, drag it (4) to the needed position and release

 

Operator picture

 

Operator picture will be displayed in the top left corner of the Visitor Chat Messenger. You can choose operator picture from our gallery, upload your own picture or completely delete the picture.

 

The picture should be GIF or JPEG image up to 512x512 pixels in size. If the uploaded image exceeds the maximum size allowed, it will be scaled to fit the limits.

 

Agent picture in the Visitor Chat Messenger

Operator picture in the Visitor Chat Messenger

 

Choosing operator picture from gallery

 

To choose an operator picture from our gallery, please do the following:

 

1.Start editing the operator profile

2.Click on the existing operator picture or on the "Select Operator Picture from Our Gallery" link

3.Choose needed picture from the gallery and click on it

4.Press "Save" button at the very bottom of the operator profile page

 

Most part of operator pictures in our gallery are 96x96 pixels in size.

 

Uploading your own operator picture

 

To upload your own operator picture, please do the following:

 

1.Start editing the operator profile

2.Press "Browse..." button in the Operator Picture section of the operator profile

3.Choose needed picture on your computer

4.Press "Save" button at the very bottom of the operator profile page

 

Note! Please, do not check "Delete existing picture" box if you don't want to completely delete the operator picture.

 

Deleting operator picture

 

To completely delete an operator picture, please do the following:

 

1.Start editing the operator profile

2.Check "Don't use operator picture (uploaded picture will be removed)" box in the Operator Picture section of the operator profile

3.Press "Save" button at the very bottom of the operator profile page

 

Deleting agent picture

Deleting operator picture

 

 

Operator greeting message

 

Operator greeting message will be displayed to the right from operator picture in the Visitor Chat Messenger. The greeting message supports basic HTML formatting.

 

Operator greeting message

Operator greeting message in Visitor Live Chat Messenger

 

By default the greeting message for all new operators is "You are speaking<br/>with Customer Service and Technical Support operator"

 

To change the greeting message, please do the following:

 

1.Start editing the operator profile

2.Change text in the Greeting Message box, use HTML tags to format the text if needed

3.Click "Save" button at the very bottom of the Operator Profile page to submit changes

 

Assigned departments

 

Each operator profile can be assigned to as many departments as you need.

 

When you create a new operator profile you have a possibility to select the departments you would like to assign it to

 

When you create a new department, the list of available operators is available and you can select which ones you would like to assign

 

To change the list of departments assigned to the operator, please do the following:

 

1.Start editing the operator profile

2.Check/Uncheck all needed departments in the Assigned Departments section

3.Click "Save" button at the very bottom of the Operator Profile page to submit changes

 

Changing Operator Messages and Nick Name Font

 

For each operator profile you can set individual nick name and messages font, size, style and color:

 

Operator font editing

Operator font editing

 

"Administrator" operator

 

There are no special administrator operator profiles in our system but there's a workaround: you as the account administrator can login to any operator profile from your computer and see all current chats. You can have several operator consoles running on the same computer if needed.

 

You can see all current visitors if you login as operator and set up your operator console to Away status – for your website visitors it will look as if the chat is offline.

 

Bulk Create Operator Profiles

 

If you require creating a big number of operator profiles, it is possible to upload them in bulk from a CSV file. You can download the template and use it for adding your operator profiles.

 

CSV file structure

 

CSV file template has the following structure:

 

1.Field for operator Login (required)

2.Field for operator Password (required)

3.Field for operator Nick Name (required)

4.Field for departments (required). This field can have the following values:

"_ALL_" (should be entered without quotes) - if you would like to assign the operator to all departments

"department_name" (should be entered without quotes) - if you would like to assign your operator to a specific department

several department names, separated by a comma - if you'd like to assign your operator to several departments.

Note! Ensure that you have created your departments before you start uploading the CSV file

5.Field for operator Full Name (field is not required)

6.Email for chat transcripts (field is not required)

7.Boolean value yes / no if you would like to enable / disable chat transcripts sending for operators

8.Operator greeting message which appears next to the operator picture or instead of it if there is no operator picture used

9.Operator picture URL. Here you'd need to add a link to your operator profile picture or leave this field blank if no picture should be used for your operator profile.

    Note! Your operator picture should be available online and a full URL should be specified, e.g. https://www.providesupport.com/resource/7wfrx3/default/operator/image/picture/operator-picture-14.gif

10. As a field delimiter, a comma (,) is used

11. As a text delimiter quotation marks (") are used

 

Please Note!

 

1.Each profile must have unique operator login and operator nick name

2.The number of fields in your file should be equal to the number of fields in our CSV template. If you wish to leave a not required field blank, do not forget to add a semicolon after it, otherwise the file structure will be corrupted. If you use MS Excel for creating a CSV file, these values are added automatically if you leave the field blank

3.If in your data you use somewhere a colon, then the whole field with its values should be wrapped into quotation marks. If you use MS Excel for creating a CSV file, they are added automatically. For example:
linda,password1,Linda,_ALL_,Linda Stuart,,no,"My name is <b>Linda Stuart</b>, customer support operator",https://www.providesupport.com/resource/7wfrx3/default/operator/image/picture/operator-picture-14.gif

4.Maximum allowed size for the operator picture is 10 MB. The following formats are supported: gif, png, jpg, jpe.

 

Uploading CSV file

 

1.To start uploading your operator profiles you'd need to click 'Create multiple operators from a spreadsheet' link on the My Account / Operators and Departments page
 

Creting operator profiles from a CSV file

Creting operator profiles from a CSV file

 

2.After clicking the link you will be redirected to the following page:

 

Creating bulk operator profiles page

Creating bulk operator profiles page

 

3.Download the template of the CSV file by clicking 'sample spreadsheet' (1) link

4.Open the downloaded template in an editor, e.g. MS Excel or Google Sheets and add your data to the fields

5.After you have created the CSV file with your operator profiles settings, click 'Choose file' (2) button to upload it

6.To proceed with creating profiles click 'Create' (3) button

7.The following screen will appear showing the process of file uploading and file structure checking for errors:

 

CSV file uploading process

CSV file uploading process

 

8.After your file has been successfully uploaded, you will receive the following confirmation:

 

Successful upload confirmation

Successful upload confirmation