How do I setup Visitor Automations and Score Leads based on visitor behavior?

Visitor Automations allow you to optimize visitor engagement and increase online sales. Present visitors with chat invitations that speak to their interests, assign visitors to properly skilled agents, or assign custom 'visitor tags' that display to your operators based on visitor attributes and visitor behaviors on your website. Here is a video to explain how to better use visitor automations: [...]

I've setup department routing, how do I allow my agents to see only the visitors or chats I'd like them to see?

View Access is a setting controlled by LiveHelpNow admins that limits which Visitors and Chats each operator is able to see within their Agent Workspace. Please Note: We do not recommend changing View Access settings unless you have setup http://help.livehelpnow.net/article/1/1702/Department-Routing" target="_blank department routing. What View Access actually does is limit the options that may [...]

How do I use a traceroute to diagnose network routing issues?

The troubleshooting steps in this support article should only be taken by your network administrator when diagnosing network connectivity issues. Please refer to this article for a complete list of troubleshooting steps: http://help.livehelpnow.net/article/1/7337/ There is a common utility known as traceroute, or tracert in DOS and Windows. The purpose of this utility is to show you the path [...]

How do I make it so my agents only see activity in their departments?

In order to accomplish this you will need to setup department routing for your account. --Setup departments, one for each website, agent skill, any other business entity you would like to segregate in admin panel->system setup->departments, and assign each agent to the correct department. Create Embedded Chat window for each department in Admin panel->Chat -> Chat windows --Head to [...]

Is live chat queuing available? My call center gets very busy and we need to insure service quality.

What are the benefits of live chat support compared to traditional phone support? http://www.livehelpnow.net/products/live-chat-system Live chat software has a lower cost per interaction than phone support. Agents new to chat can handle 2 simultaneous chats, then take on 3 or more depending on the nature of the conversation What are the benefits of queuing live chats? Consistent service quality [...]