Managing Operators Manage departments

<< Click to Display Table of Contents >>

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

Managing Operators

Manage departments

General

 

Agent profile contains all personal information about the agent: name, nick name, email, picture, login and password, list of assigned departments.

 

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

 

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

 

You can also create generic agent profiles and share them between several agents.

 

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

 

Add / edit / delete agent profile

 

live chat agents profiles

Add / edit / delete / sort operator profile

 

Add

 

To add a new agent, please do the following:

 

1.Click on "Create New Operator" (1) link in the top left 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.

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

 

Edit

 

To change the agent name / login / password / e-mail / picture (photo) / assigned departments / transcripts sending / alerts, please do the following:

 

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

2.Enter new data on the Operator Profile page

3.After entering all updates, press "Save" button at the very bottom of the Operator Profile page

 

Delete

 

To delete an agent profile, please do the following:

 

1.Click on "Delete" (3) button (red cross icon) 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 agent profiles in the agents list, you can use green arrows to move profiles or just drag them and drop (4). To change the order of displaying your agent 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

 

Agent picture

 

Agent picture will be displayed in the top left corner of the chat window in classic chat window and next to the agent's name in modern chat window. You can choose agent picture from our gallery, upload your own picture or completely delete the picture.

 

The picture should be GIF, PNG 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. The best image size to fit default header images is 96x96 pixels.

 

Agent picture in the Visitor Chat Messenger

Agent picture in the Classic Chat Window

   

 

Agent picture in modern embedded chat window

Agent picture in modern embedded chat window

 

How to add agent picture from the gallery

 

To select an agent picture from our gallery, please do the following:

 

1.Start editing the agent profile

2.Click on the existing agent 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.

 

How to upload your own agent picture

 

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

 

1.Start editing the agent 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.

 

How to delete agent picture

 

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

 

1.Start editing the agent 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 the agent picture in Classic Chat Window. The greeting message supports basic HTML formatting. This greeting message is not displayed in Modern Embedded Chat Window.

 

Operator greeting message

Operator greeting message in Visitor Live Chat Messenger

 

By default the greeting message for all new agents 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 agent 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 agent profile can be assigned to as many departments as you need. When you create a new agent 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 agents is available and you can select the agents you would like to assign.

 

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

 

1.Start editing the agent 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 agent messages and nick name font

 

For each agent profile you can set individual nick name and messages font, size, style and color. This setting is available only for Classic Pop up messenger:

 

Operator font editing

Operator font editing

 

"Administrator" operator

 

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

 

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

 

Forced logout

 

If an agent left the agent app online, it is possible to log out this person remotely by clicking special icon Forced logout icon in front of the online operator on the My Account / Operators and Departments page:

 

Forced logout feature

Forced logout feature

 

To avoid using this feature by mistake and accidentally interrupting service you would need to confirm that you really would like to log out your agent remotely:

 

 

Forced logout confirmation

Forced logout confirmation

 

Please note! Modern native agent app versions starting with version 5.9.3, web based app and iOS app will log out the agent and display the login screen. Older versions of native app will not switch to the login screen, though the agent will appear offline. Agent status will be displayed on the My Account / Operators and Departments page.

 

After you have confirmed your intention to forcibly log out your agent, you will receive the following notification:

 

Forced logout notification

Forced logout notification

 

It will take up to 20 seconds to change the operator status. Please refresh Operators and Departments page to check the status and ensure the operator has been successfully logged out.

 

Bulk Create Operator Profiles

 

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