What's New In This Release?
ParaChat LiveHelp Version
5 contains a number of new features. This document details the features
specific to the ParaChat LiveHelp Client.
Client
Interface
- Improved
client security. Now uses 256-bit AES encryption with RSA public key
encryption of the session key.
- Admin
Agents can add new agents on-the-fly.
- Chat
lists now show messages left by visitors when no agent was available
to take the chat. Messages can be replied to via email from within
the Client.
- Full
text search of the chat transcript database for looking up previous
chat sessions using any text string. See: Searching Chat Transcripts.
- Pre-chat
survey results are now shown in the chat window.
- Completed
form-field values are now shown in the chat window along with the
complete visit detail.
- All
web analytic reports are now viewable from within the Client application.
- User
activity reports can now be viewed inside the Client (admin users
only). User activity reports show a complete log of each users activity
and the chat sessions they took in each period. If chat rating is
enabled, then the ratings and average ratings are displayed for the
agent. See: User Activity Reporting
- Microsoft
CRM Integration is now built-in to the Client. See: Microsoft CRM
Integration
- Will
be adding native Clients for Mac OSX and Linux. (Contact us for download
details).
Visitor
Tracking
- Visitor
form field completion can now be tracked - completed form fields will
show next to the current page in the current visitors view and also
in the Visit Detail. This is useful when you want to watch a visitors
progress through your web forms. See: Tracking Form Field Completion.
- The
tracking script no longer requires a file to be copied to your web
server. The ParaChat LiveHelp Gateway serves the script itself - making
embedding the code easier. The existing script file will still work,
so there is no need to change existing sites.
- Anonymous
proxy detection - visitors show with a 'behind a wall' icon if they
are using an anonymous proxy server.
- Improved
browser and spider detection.
Chat
- Fully
customizable pre and post chat surveys can now be created. These can
be used to collect data from the visitor before and after chat sessions.
The data collected is shown to agents during chats and is stored in
the database for future reporting.
- The
Chat Window is now Themeable. A collection of Themes are shipped as
standard. You can change the theme used for each site within the site
properties. You can create your own themes and modify the existing
ones.
- The
Chat Window is now resizable. You can set the default height and width
in the site properties.
- Custom
chat invite JavaScript files can now be created and assigned to individual
sites. This enables you to create custom actions that occur when invite
requests are sent.
- The
chat now records which agent said what to the visitor when multiple
agents speak to a single visitor.
- A
'Chat Rating' field can be added to post-chat surveys for collecting
ratings. Chat ratings show in the Chat Sessions list and in the
User Connection Records report.
- You
can enable Department Pre-Selection via the Site Properties without
having to change the tracking code.
- You
can now define 'Opening Hours' against your site. The chat status
will show as 'off line' outside your opening hours, regardless of
agent status.
- You
can now rename a visitor during a chat session (useful for when a
visitor has not specified a name).
- You
can now create multiple Dynamic Invites. Each dynamic invite can have
it's own image and movement properties. Operators can choose which
invite to use when they sound invite requests to visitors and you
can define auto-send rules.