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  1. Home
  2. Operators explained
  • General Questions 20 Articles

    • Billing and Pricing 2 Articles
      • LiveHelpNow pricing schedule
      • Cancellation policy
    • Services and Features 30 Articles
      • Integration with other CRM systems
      • Custom information feed
      • Why LiveHelpNow Help Desk Software is Different
      • LiveHelpNow proprietary Whisper Technology
      • Is there a limit to the number of chats I can have each month?
      • Can I place chat buttons on more than one site/domain?
      • Visitor Tracking
      • Mobile Chat - Live Chat for Mobile
      • SMS Chat with landline phone. Under the hood
      • LiveHelpNow Prohibited Content & Commerce Statement
      • Banning IP Addresses
      • Occupancy and Utilization Report
      • Analyze Campaign Data (UTMs) in relation to number of page views, chat sessions and conversions.
      • KB Updates for April 26th, 2022
      • Time Duration in Excel
      • Integration with Google Analytics & Google AdWords
      • How to setup live chat queuing for call centers
      • How LiveHelpNow Systems Work Together
      • Mail Profile Setup - Email "From" address setup
      • KPI Dashboards Set-Up
      • Email-Ticket Management system description
      • Chat, Ticket, Call tagging explained
      • Using the LiveHelpNow Real-Time Language Translator
      • How to Setup Visitor Automations and Lead Scoring
      • Sentiment Analysis
      • Operators explained
      • Outsource customer service to a BPO
      • LiveHelpNow Analytics Report List
      • Streaming API - Eventing API (Webhooks)
      • Salesforce Integration for LiveHelpNow Chat System
    • Security and Privacy 5 Articles
      • LiveHelpNow PCI certification, HIPAA compliance, and Safe Harbor compliance
      • GDPR
      • LiveHelpNow Cookie Policy
      • Recommended LiveHelpNow chat settings for HIPAA, PCI compliance
      • Live Chat in California
    • Can my agents handle multiple chats at a time?
    • How many web agents does my site require?
    • Why LiveHelpNow Help Desk Software is Different
    • Is there a limit to the number of chats I can have each month?
    • I have multiple web sites I would like to support. Is this possible with LiveHelpNow ?
    • Chatting with multiple customers at the same time
    • Visitor's raw log data storage
    • LiveHelpNow Prohibited Content & Commerce Statement
    • LiveHelpNow Section 508 Compliance & Accessibility for Visually Impaired Users
    • Live Chat in California
    • Occupancy and Utilization Report
    • Time Duration in Excel
    • KPI Dashboards Set-Up
    • Email-Ticket Management system description
    • Adding Watchers to Tickets
    • Are there any limitations in the Trial account?
    • Sentiment Analysis
    • Operators explained
    • What is LiveHelpNow? Why should i choose LiveHelpNow for my business?
    • Salesforce Integration for LiveHelpNow Chat System
  • Getting Started 13 Articles

    • Installation 9 Articles
      • How to customize LiveHelpNow
      • Automatic Department Routing
      • Live chat installation on multiple websites
      • Installation in Wordpress
      • How to upgrade LiveHelpNow WIndows App.
      • BigCommerce Plugin Installation Guide
      • Installing LiveHelpNow on Magento
      • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
      • Integrating Google Tags Manager with the embedded window
    • Training Resources 18 Articles
      • LiveHelpNow proprietary Whisper Technology
      • How to Search Chat History
      • How do I view the Browsing History for a visitor?
      • Chatting with multiple customers at the same time
      • Creating and administering Live Help Bot
      • Accepting and transferring chats
      • How to add canned messages
      • Occupancy and Utilization Report
      • Time Duration in Excel
      • Changing customer provided chat information
      • Adding Watchers to Tickets
      • How to view closed tickets
      • Email-Ticket Workflow
      • How to Generate Reports On-Demand
      • Callbacks Workflow
      • Using the LiveHelpNow Real-Time Language Translator
      • Abandoned live chat requests. Causes and solutions.
      • Outsource customer service to a BPO
    • Account Setup 7 Articles
      • Recommended LiveHelpNow chat settings for HIPAA, PCI compliance
      • Assigning Administrators and choosing extra permissions for operators
      • Managing Departments
      • How to do a "unattended / silent installation" so you can push the LiveHelpNow Alerter software to client computers remotely
      • How to Setup Support Ticket Automations
      • Department Isolation
      • Operator Auto Logout Settings
    • How to customize LiveHelpNow
    • How to Search Chat History
    • How do I view the Browsing History for a visitor?
    • Chatting with multiple customers at the same time
    • Creating and administering Live Help Bot
    • Occupancy and Utilization Report
    • How to Generate Reports On-Demand
    • Steps to upgrade your trial
    • Offline window settings
    • Operators explained
    • Firewall setup for LiveHelpNow service
    • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
    • Integrating Google Tags Manager with the embedded window
  • Customization 14 Articles

    • Live Chat System 35 Articles
      • Trigger chat invitations
      • Customizing system messages used in a chat conversation
      • System chat messages customization - Welcome message
      • Mobile Chat - Live Chat for Mobile
      • Live chat installation on multiple websites
      • Creating and administering Live Help Bot
      • Call Deflect
      • Banning IP Addresses
      • Recommended LiveHelpNow chat settings for HIPAA, PCI compliance
      • Live Chat in California
      • Email Transcripts
      • Connecting Twilio Messaging with your LiveHelpNow account
      • Supporting customer via text
      • How to setup live chat queuing for call centers
      • How to export chat transcripts for your records
      • Decrease wait time for customers before chat is accepted
      • Mail Profile Setup - Email "From" address setup
      • New visitor notification
      • Chat, Ticket, Call tagging explained
      • Managing Operator View Access
      • How to send visitors their chat transcript by email and include a survey
      • Chat Session Timeout
      • How to Setup Visitor Automations and Lead Scoring
      • Live Chat Skill routing and overflow
      • Right-to-left language support
      • Perform an action in a custom code before chat launch
      • Dynamic Department Routing
      • "Live chat is currently unavailable" message
      • Importing Canned and Knowledge base content from other systems
      • New visitor notification
      • Department Isolation
      • How to set up department routing via pre-chat requirements
      • Chat System Customization
      • Showing operator photo in chat
      • How to Setup a Post Chat or Ticket Survey
    • Ticket System 14 Articles
      • Allow customers to submit inquiries via URL, link
      • Activating post ticket survey
      • Mail Profile Setup - Email "From" address setup
      • Add customer satisfaction surveys to your ticket responses and resolutions
      • Adding Watchers to Tickets
      • Managing Ticket-Email Notifications
      • Supporting multiple brand with email-ticketing system
      • How to Setup Support Ticket Automations
      • Right-to-left language support
      • Ticket SLA and Reminders
      • Importing Canned and Knowledge base content from other systems
      • Dealing with SPAM
      • Ticket Autoresponder Email Templates
      • Using LiveHelpNow Support Ticket Software for Drip marketing (Lead nurture)
    • Knowledge Base 12 Articles
      • Publish knowledge base system by pointing CNAME record for your domain
      • Hiding [Sign In] link within support portal header
      • Embed video content within an article
      • KB Updates for April 26th, 2022
      • Content blocks explained
      • Gain SEO benefit for your main website domain after publishing a support portal or Knowledge Base
      • Configuring the Customer Support Portal
      • Setting Up Multiple Knowledge Bases
      • Knowledge Base Update - June 2021
      • How to customize the look of the published Knowledge Base
      • Importing Canned and Knowledge base content from other systems
      • How to publish Knowledge Base system
    • Embedded Widget 3 Articles
      • Customization options for the Embedded Widget
      • CSS customization of the Embedded Widget
      • Hiding embedded widget when all agents are offline
    • Workforce Management 2 Articles
      • Workforce management - Shifts and Holidays
      • Occupancy and Utilization Report
    • How to customize LiveHelpNow
    • Live chat installation on multiple websites
    • Creating and administering Live Help Bot
    • Pre and Post inquiry Customer satisfaction surveys
    • Integration with Google Analytics & Google AdWords
    • Configuring the Customer Support Portal
    • Setting Up Multiple Knowledge Bases
    • How to send visitors their chat transcript by email and include a survey
    • Exporting leads in Auto-Lead Data Format (ADF XML)
    • Offline window settings
    • Operators explained
    • Right-to-left language support
    • Customize with different languages
    • Salesforce Integration for LiveHelpNow Chat System
  • Advanced Customization 17 Articles

    • Adv Installation 3 Articles
      • Install LiveHelpNow widget on Shopify.
      • Routing chat to individual operators
      • Integrating LiveHelpNow into Google Tag Manager
    • Adv Troubleshooting 3 Articles
      • My browser notification do not show for LiveHelpNow events
      • Unable to upload files while using LiveHelpNow Windows App
      • Troubleshoot: Keep going offline issue.
    • Adv Customization 8 Articles
      • Embeddable Widget SDK
      • Allow customers to request callback via URL, link
      • Building SMS Chat bot
      • Mapping the flow for your Live Help Bot
      • Live Chat Skill routing and overflow
      • Ticket SLA and Reminders
      • Dealing with SPAM
      • Embedded Widget - Enable names and Times for Each Chat message
    • Integrations 21 Articles
      • Custom information feed
      • Google Business Messages Integration
      • MS Teams Integration
      • Slack Integration
      • Developers: LiveHelpNow API
      • Embedded Widget - Optional Mobile tweks
      • Installation within a mobile app
      • Integration with Sage
      • Connecting Twilio Messaging with your LiveHelpNow account
      • Facebook integration
      • Supporting customer via text
      • Integration with Google Analytics & Google AdWords
      • How to export chat transcripts for your records
      • Using LiveHelpNow Events with Google Tag Manager
      • Facebook integration troubleshooting
      • Integration with ZenDesk
      • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
      • Integrating Google Tags Manager with the embedded window
      • Streaming API - Eventing API (Webhooks)
      • Using LiveHelpNow Support Ticket Software for Drip marketing (Lead nurture)
      • Salesforce Integration for LiveHelpNow Chat System
    • HelpOut Tab 1 Articles
      • Supplying already known pre-chat fields
    • Chat Buttons 3 Articles
      • Install live chat as a link
      • Custom Live Chat Buttons
      • Supplying already known pre-chat fields
    • Chat Windows 4 Articles
      • Redirect to custom offline window when all operators are offline
      • Customizing chat windows for different languages
      • Mail Profile Setup - Email "From" address setup
      • Supplying already known pre-chat fields
    • Chat Invitations 1 Articles
      • Trigger chat invitations
    • Install live chat as a link
    • Trigger chat invitations
    • Custom information feed
    • Redirect to custom offline window when all operators are offline
    • Custom Live Chat Buttons
    • Two-Factor Authentication (MFA, 2FA)
    • Configuring SSO in Azure AD
    • Configure SSO in Google SAML
    • How to export chat transcripts for your records
    • Using LiveHelpNow Events with Google Tag Manager
    • Perform an action in a custom code before chat launch
    • Dynamic Department Routing
    • Dealing with SPAM
    • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
    • Integrating Google Tags Manager with the embedded window
    • Streaming API - Eventing API (Webhooks)
    • Supplying already known pre-chat fields
  • Troubleshooting 24 Articles

    • Live Chat auto invitations do not appear when testing
    • Time Duration in Excel
    • Troubleshooting Android App notifications
    • Published knowledge base articles display incorrectly
    • Why is there a message when installing the Alerter that says: "Object already exists"?
    • Using traceroute to diagnose network routing issues
    • Find Alerter notification software icon in Windows 7
    • Hardware Firewall SonicWall Issues
    • How to determine if your network has issues connecting to LiveHelpNow
    • Error: "There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor"
    • Using LiveHelpNow Events with Google Tag Manager
    • Viewing Exported CSV files containing Arabic characters
    • New visitor notification
    • The installer was interrupted before LiveHelpNow could be installed. You need to restart the installer to try again.
    • Hiding embedded widget when all agents are offline
    • This installation package could not be opened
    • There is a problem with this Windows installer package. A DLL required for this install to complete could not be run.
    • LiveHelpNow operator panel loads slowly, shows "Page not found" errors or freezes.
    • How to fix audio notifications for LiveHelpNow Windows App
    • "Live chat is currently unavailable" message
    • LiveHelpNow Windows App MSI installer fails with error 2503 and 2502
    • Windows App (Alerter) is showing "Connecting to notifications" message
    • Troubleshooting live chat button status
    • Forgot Password
  • Security and Compliance 3 Articles

    • LiveHelpNow Data Protection and Storage
    • Configuring SSO in Azure AD
    • Configure SSO in Google SAML

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Operators explained

  • Date updated 2021-06-02
  • Rating
  • Categories
  • General Questions
  • Customization
  • Getting Started
  • Services and Features
  • Tags
  • operator panel
  • operators
  • disable
  • agent
  • enable
  • licenses

Do you have questions about your Operators and their Functions?

When it comes to managing your operator panel, there are a few “must know” tools that will make it easy. Getting set up may feel overwhelming, but we are here to turn angst to ease. Once we answer some of the frequently asked questions regarding the functionality, maneuvering through the operator panel should be effortless. Let’s get started on some of those Q & A’s!

 

Q: What are Operators in relation to Licenses?

A: To keep this simple, you can’t have one without the other. With every operator you have on your panel, a license must assigned.

 

Q: What are the operators privileges?

A: This will be up to the administrator. When you are adding an operator, ( Admin Panel > System setup > Operators > Add Operator) the admin managing the panel will have the options to select what each operator will have access to and the specific privileges/departments will be based off what the admin assigns.

 

Q: How to edit/delete/disable an operator, and what is the difference/benefit between deleting and disabling?

A:  All functions can be done through your account settings.

  • To Edit an Operator: Admin Panel > System setup > Operators > Edit Operator > Update Operator

  • To Delete an operator: Admin Panel > System setup > Operators > Delete Operator > Update Operator

  • To Disable an Operator: Admin Panel > System setup > Operators > Uncheck Enabled > Update Operator

 

One of the primary benefits of either deleting or disabling an operator is that it free’s up a license for use.  There are many purposes for both functions, however the goal is to be using every operator effectively.  

Disabling an operator is recommended if their absence will be temporary and will be returning to the panel. In turn, deleting an operator is recommended when that particular operator will no longer need further access to the panel.

If you are changing a profile completely ( ex: replacing an operator with another operator), it is recommended that you delete the profile of the previous operator and create a new profile as opposed to editing one already existing. The reason we suggest this route is because with every operator that has been on the panel, they carry a record of their history, via chat transcripts, statistics etc. When you delete an operator the profile is removed from your system, however it leaves behind all history for your reference. We keep all profile’s in our database in cases where the profiles need to be restored.

 

Q: What Happens to the Tickets that were assigned to a Deleted operator?

A: When an operator has been deleted, the ticket(s) that have yet to be closed will become unassigned. It will then be up to the Admin to designate the remaining ticket(s) to other operators. Again, the only time the tickets will appear unassigned is if they have not been closed. All existing tickets, chat history and statistics of the deleted operator remain stored in Analytics.

 

Q: Why can’t we choose a username that exists with Live Help Now even though it is not a duplicate within our company?

A: Choosing a username with Live Help Now is much like choosing an email address with gmail or yahoo. Comparably speaking, if you have an email address that is the exact same as someone elses- how will they know who to send the email to? Similarly, thats how it works with Live Help Now. If we have two operators with the same username- when you login- we will not be able to identify which user you are specifically, therefore we risk not collecting the correct data. Running off of a global database and subscribing the amount of operators we do, requires us to ensure an accurate collecting of knowledge, which is why we ask for different usernames. It eliminates the risk that duplicates suggest. The good news is, the username you choose is not customer facing, which means you will simply use it to login to the panel and your customers will never see it.

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  • Do you have questions about your Operators and their Functions?
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