LiveEngage Agent Guide - Brigham Young University–Idaho · LiveEngage Agent Guide Page 6 Transferring an Engagement e a. Drop down menu above engagement – Select Transfer b. Transfer

LiveEngage Agent Guide

Version 1.0

LiveEngage Agent Guide Page 2

Table of Contents

Contents

LOGGING IN ..................................................................................................................................................... 3

NAVIGATING LIVEENGAGE............................................................................................................................. 4

Visitor List, Connection Area, Engagement Bar & Going Online ................................................................................... 4

ENGAGEMENT OPTIONS ................................................................................................................................ 5

Taking an Engagment ....................................................................................................................................................... 5

Transferring an Engagement ............................................................................................................................................ 6

Ending an Engagement ..................................................................................................................................................... 7

Closing an Engagement ..................................................................................................................................................... 8

Muting Your Sounds .......................................................................................................................................................... 9

Engagement Message Types ............................................................................................................................................ 10

FUNCTIONALITY ............................................................................................................................................ 11

Using Predefined Content ................................................................................................................................................ 11

Visitor Information .......................................................................................................................................................... 13

Engagement History ........................................................................................................................................................ 13

Agent Survey .................................................................................................................................................................... 14

Multiple Engagements ..................................................................................................................................................... 14

Logging Out ...................................................................................................................................................................... 16


LOGGING IN

1. Sign In to LiveEngage from:

www.liveperson.com, from the top right “Sign-In” drop down menu select LiveEngage.

2. Log in window

LivePerson Account Number – LivePerson Site ID number provided by your manager

User – Personal User ID provided by your manager, normally your email address Password – Password provided by your manager (If it is your first login, reset your password

by clicking on the “forgot your password link”. Follow the instructions, and an email will be sent to you to choose a new password)

www.liveperson.com


NAVIGATING LIVEENGAGE

Visitor List, Connection Area, Engagement Bar & Going Online

When you login to LiveEngage you will see a list of all the visitors on your website display.

A. Visitor List: a list of all visitors on the tagged pages of your website. B. Connection Area: Clicking here will give you options to contact LivePerson and search LivePerson

Knowledge Packs.

C. Engagement Bar: Real time data on your performance will display here. Expand the Engagement bar for further detail.

D. Going Online: Expand this area to change your status in LiveEngage.

b

a

c d

Away: The away state should be used before you’re about to log off of LiveEngage. Back Soon: Only used by small businesses with one agent. Online: Used when chatting.

d


ENGAGEMENT OPTIONS

Taking an Engagement Depending on what browser you choose to use, you may get asked to enable alerts in LiveEngage. It is suggested that you always choose “to enable or allow” all alerts. This will ensure that you are notified when a new engagement arrives for you to take.

a b

c

A. Alerts you that a new engagement has arrived. Clicking on this alert, will take you into LiveEngage. B. Allows you to take the engagement into your queue. The longer this button is illuminated, the longer

the visitor is waiting. C. Engagement is active in your queue. Your experience is illustrated below.


Transferring an Engagement

a. Drop down menu above engagement – Select Transfer

b. Transfer Window – You can choose to transfer an engagement to a…

c. Skill – A group of agents, usually refers to a specific line of business or page(s) on website

d. Agent – A specific agent

e. Search and Select – Search for an agent or skill, or select them from the list

f. Private Comment – It is suggested you enter text explaining the transfer. This will appear as

a private message to the receiving agent

g. Transfer – Completes the transfer

b

d

f

a

c

e g


Ending an Engagement

a. Drop down menu –Select End engagement

b. Pop up window – A warning message will appear, select “End engagement”

c. Inactive Engagements – Engagements that have ended will remain in your inactive list until closed

b

a

c


Closing an Engagement

a. Drop down menu – Allows you to select close engagement b. Close Engagement – Removes engagement from your inactive list

b

a


Muting Your Sounds

You do have the choice to mute your sounds in LiveEngage. Keep in mind that when sounds are muted you will have to rely on alerts and monitoring LiveEngage for incoming engagements and new messages from your visitors. From the top right of the engagement Bar, use the drop down menu to select the mute sounds option. The experience is illustrated below.


Engagement Message Types

a. Automated Message Non-Responsive – When a visitor clicks to chat, and never types a message an series of automated messages will be sent from LiveEngage, and the engagement will end automatically. Once you or the visitor sends a message these non-responsive messages will no longer occur. These messages are optional and can be edited by an administrator.

b. Manager Private Message – Messages that are sent only to you from a manager, and cannot be seen by the visitor.

c. Automated Message On Hold – When a visitor sends you a message and you do not reply, LiveEngage will send a series of automated messages. Once you reply to the visitor these on-hold messages will no longer occur.

d. Transfer Private Message – Messages that are sent when a engagement is transferred to you. They can be seen only by you.

e. Visitor is Typing a Message Indicator – When a visitor is typing a message this indicator will appear.

a

b

c

d

e


FUNCTIONALITY

Using Predefined Content

Predefined Content is created to reduce the amount of time it takes to respond to a visitor. It can also be used for regulatory type responses that require specific verbiage.

a. Predefined Content Icon – Click here to view predefined content. b. Predefined Content Menu – All content is organized into categories. c. Search – Search the predefined content. d. Categories and Matches – Content that matches your search will display here, otherwise you will

see all categories available. Expand each category to view content options. Click once on the piece of content to insert the text in the engagement typing area.

e. Engagement Typing Area –Edit the predefined content prior to sending if necessary. You can also use insert predefined content with hotkeys from here.

f. Quick Content –Content with hotkeys are called “quick content”. Use the “shift” key plus the hot key command combination listed to use the content.

g. Hot Key – Command combination of function keys designed to quickly insert the content directly from the Engagement Typing Area. By using the “shift” + the keys in unison the associated canned response will be automatically brought up.

a

b

c

d

e

f

g


Visitor Information This area provides you additional information about your visitor from geographic location, ISP data, to pages that the visitor has browsed on your website. In addition, you may also see the following depending on your specific account set-up.

Day and time of visit Browser Web address (URL) of page visited & page(s) visited prior to current page All survey entries (Pre-chat and Exit surveys) Session info such as state of engagement, session duration, and visitor start time Custom variables will show any specific information requested by your company

The bottom area of Visitor Information tab lists a clickable URL for each page visited on your company’s website. By clicking on any of the links, a browser window will open on your desktop allowing you to view the webpage. Note – you are viewing a separate link to the webpage, not the customer’s actual computer screen. The page viewer shows you the browsing history or footprint to where a customer has been on your site including:


Engagement History

Engagement history is available for visitors that have interacted with your website in the past. Since this information is cookie based, it is important to remember it is providing history for all visitors that engaged with your website from that computer, as long as the cookies from that computer were not cleared. There are two types of engagement history.

Visitor information Transcript


Agent Survey

The agent survey is an optional survey companies can use to collect information from you about the chat. If an agent survey is being used, you will need to complete it for each engagement that you do. If you transfer an engagement the receiving agent is responsible for completing the survey. Answer the questions and click “Done”. A message will display when you have successfully completed the survey.

A. Once the visitor or the agent ends the engagement it will be moved to your inactive area B. To complete the survey for an inactive engagement, select the engagement from the inactive list C. If you attempt to close an engagement prior to completing the survey, D. The warning message will appear.

an

b

cn

d


Multiple Engagements You can chat with more than 1 visitor in LiveEngage. Once you have accepted another engagement into your queue it will be available to you. Clicking on the visitor name will bring up the engagement, along with the options available for that engagement.

a. Engagement 1 b. Engagement 2 c. When a visitor sends a message to you and you do not have that engagement active, an alert will

appear showing a preview of the message. A counter will also begin indicating how long the visitor has been waiting for you to respond. Once you make the engagement active, the counter will stop.

an

b

cn


Logging Out

Anytime you leave your desk it is suggested to logout of LiveEngage. You can logout of LiveEngage from the top right drop down menu of the Engagement Bar.

Documents

LiveEngage Agent Guide - Brigham Young University–Idaho · LiveEngage Agent Guide Page 6 Transferring an Engagement e a. Drop down menu above engagement – Select Transfer b. Transfer