The first thing you should do after signing in is... LiveEngage Agent Quick Start Guide

LiveEngage Agent
Quick Start Guide
The first thing you should do after signing in is to check your state. You can see your state at the top
right of the page. By clicking on your name, you can change your state to the Online, Back Soon, or
Away State. You can only take chats in the Online state. If you start a chat and go into the Away or Back
Soon state, you will continue to be able to talk with the visitor, but no other chats will be sent to you.
Figure 1 shows the dropdown menu.
Figure 1: In this image, you can see your current state. You will see that the
Away state has a slightly grayed out background. This means that this is the
state that is currently selected. You can also see next to the Agent’s name, the
current state. By clicking on Online, you will be switched to the Online state.
Also, pointed out at the bottom of the image is the Sound. The sound is for
the ringing that accompanies an incoming chat. By clicking on the sound, you
can turn it on or off. It is in the On state in the image.
A ringing sound is made when a chat comes in for an agent to take. Seen in Figure 1, you can turn sound
on and off in the same location that you set your state.
Once you are in the Online state, you can then take chats. When a chat comes in, it will ring, and the
Waiting button at the bottom will change colors and say Accept. In Figure 2, you can see what it looks
like when a chat has come in. You will click on the Accept button to take the chat.
Figure 2: A visitor has come to chat. Click on the button to take it.
If you are away from the web agent console tab, a pop up in the lower right hand corner will accompany
the ringing. You can click on this pop up to bring you to the LiveEngage web agent console tab. Figure 3
is what the pop up will look like. Note: this feature is only available in Chrome and Firefox.
Figure 3: A popup that will appear when you are away from the
LiveEngage web agent console and a visitor has come to chat.
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LiveEngage Agent
Quick Start Guide
After taking the chat, the visitor will be added to your bottom bar as can be seen in Figure 4. You can
also see that the Accept button is now grayed out and changed to Waiting since there is no longer a
visitor waiting to chat.
Figure 4: Agent has taken the chat with the visitor. You can see the
Visitor tab.
As you take more chats, this bar will fill with different tabs for each visitor. You will know which tab you
are currently in because the tab also looks different. You can see this is Figure 5.
Figure 5: The agent is talking with 2 visitors. The chat the
agent is currently looking at would be with Visitor 3.
When you are in chat with a visitor, the chat will appear similar to that in Figure 6.
Figure 6: A current chat going on with a Visitor. You can see the chat window along with the Visit Info, Predefined
Content, Page navigation, and Agent Survey Widgets. Note, only 4 widgets currently are shown. You can switch
through the widgets by clicking on any of the buttons which the arrow points to. Dark gray means they are
displayed, light gray means it is not.
In Figure 6, beside that chat window, you will see the four default widgets. The Visit Info widget shows
all of the visitor information. This widget will be covered later. The following widget is the Predefined
Content. Figure 7 shows the predefined content close up.
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LiveEngage Agent
Quick Start Guide
Figure 7: This is the Predefined Content widget. This is where all of your
canned responses will be available. By clicking on the arrows, you can dive into
the canned response set to find the canned response you want. You can either
click on the canned response to load the message into chat, or you can use a
hot key assigned to it. The lower arrows is showing that “Happy to help” has a
hot key assigned to it. Information on hot keys can be found in the “Using Hot
keys” document.
In Figure 8, you will see that hovering over
canned responses will show you what the
message is.
Figure 8: Hovering over a canned response title
with your mouse will display the message for you before clicking on it.
The Page Navigation widget covers the Visitor’s page navigation, displaying the current page the visitor
is on as well as their previous pages that the visitor has gone to. The Agent Survey Widget will store the
agent survey linked to the engagement if there is one assigned.
The final default widget is the Engagement History. You may have to click on one of the buttons in
Figure 6 to get it to display. This widget shows all of the engagements that the visitor has had with Chat.
Now that the widgets have been covered, let’s go over a few scenarios with chat. Let’s say an agent
takes two or more chats at the same time as seen in Figure 5. If the agent is not in the same chat when
a visitor sends a message, a sound is made, and the tab will change to something like what is seen in
Figure 9.
Figure 9: The agent currently isn’t in the chat window with Visitor
once as the visitor sends a message. A sound is played, along with
the tab changing color and a pop up with what the visitor said.
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LiveEngage Agent
Quick Start Guide
Also, similar to the notification seen in Figure 3, if the agent isn’t in the web agent console, a pop up will
appear telling them that there is a new message. Figure 10 shows this notification. Note: as the
previous notification like this one, it is only available for
Chrome and Firefox.
Figure 10: An alert that a visitor has sent you a new message.
If a visitor has come to chat and requests to speak to a different agent or wants to be talking to a
different skill group, you have the ability to transfer the chat. In Figure 11, you can see the drop down
that has a Transfer option.
Figure 11: The dropdown gives you access to send a
private message to other agents, transfer to a different
skill group or agent, and to be able to end the
engagement.
By clicking on Transfer, you will have a pop up like what is seen in Figure 12.
Figure 12: Pop out after clicking on Transfer. Here you can choose
to either transfer to a different skill group, or to a different agent.
Also, in Figure 11 you will see End Engagement in the dropdown. When you are finished chatting with a
visitor, go here to end the engagement. After clicking on End Engagement a pop up will appear like
what you can see in Figure 13. It is just ensuring that you are positive you want to end the chat.
Figure 13: After clicking on End Engagement from the
dropdown, this pop up appears. Click End Engagement on here
to end the chat.
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LiveEngage Agent
Quick Start Guide
Once you ended the chat, you can click on the Hamburger icon on the bottom left next to the
Waiting/Accept button. Figure 14 points out the icon to click
on.
Figure 14: By clicking on the Hamburger icon, you will be brought
back to the Visitor Tab with all of the current visitors being
monitored on the site.
The page you are brought to will show you all of the current visitors being monitored. Figure 15 shows
what this will look like.
Figure 15: Visitors Tab with a list of monitored visitors.
For a breakdown of the columns in the table, simply hover over the column heading. To see a bit more
information on a specific user, you can click on the visitor to have the Visit Info widget appear. Figure 16
shows what this looks like.
Figure 16: This is the Visit Info
widget. This is the same one
that will appear when you
take a chat. You can see the
Campaign info for the visitor,
their own information, and
any other information that
you extract. Customer info is
additional information that
can be pulled and displayed
using an Engagement
Attribute.
You can open and close each
section by clicking on the little
arrow on the right side. Also,
you can click the light gray
button at the top of the pop
out. This will show you the
visitor’s page navigation.
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LiveEngage Agent
Quick Start Guide
Along the top of this page are a few numbers. Figure 17 shows this data.
Figure 17: This is some real time reporting by Agent. As an agent you will see this information that is specifically
for you. In order from Left to Right: current number of engagements you have, your average time per
engagement, and the number of engagements taken by you per hour.
Along the top left hand side is also a tab that lets the agent access a drop down of more reporting for
themselves. Figure 18 shows the tab to click to access the additional information.
Figure 18: This tab, when clicked, will have a dropdown appear that covers additional
information for the agent.
The final piece of information is for seeing past engagements. As an agent, you can look at the resolved
chats from your current session. In the bottom right hand of the page is the resolved button. Figure 19
shows what this looks like, as well as what happens when
you click it.
Figure 19: The resolved button gives access to the agent for their
past engagements during their current session. The number is the
number of engagements that have been ended. By clicking on the
button, a list of all of the resolved engagements appear. The agent
can then click on a specific engagement to bring up the chat as
well as the Visitor’s information, in the same format as if they
were still in chat.
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