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Getting Started
Deployment
Live Support Operator
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Live Support Operator quick start guide
This guide provides a quick start guide for the Live Support Operator application. It describes the following basic procedures that you need to
know in order to run Operator application.
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Downloading and installing Live Support Operator
The Live Support Operator application can be downloaded from CuteSoft web site.
Once you have downloaded it, you can install it on all operator's machines.
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Logging in
When you initially open the program you will see the screen below:
Web service Url: The Url of your website.
User name: The operator user name.
Password: The operator password.
Remember password: Check this box, if you want to save this password for next login.
You can set default value of Web service Url by editng LiveSupport.exe.config file.
<add key="CuteChatServiceUrlBase" value="http://yoursite.com"/>
Important note about Web service Url
You must upload your CuteSoft_client folder to this exact location. Otherwise your Live Chat will not function!
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Opearator home window
After logging in, you will see Opearator home window shown below.
 Click to enlarge
Through this window, you can provides online news, event and sales information to your operators, along with workflow tasks and employee contact information. Or you can just simply point it to your company internal portal.
By default it runs the SupportHome.aspx file in the built-in browser.
You can set default Url by editng LiveSupport.exe.config file.
<add key="SupportHomePage" value="SupportHome.aspx"/>
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Customer List window
In control panel click on "Customers" tab, you will see visitor monitoring window shown below.
Click to enlarge
This visitor's list provides a list of visitors currently visiting your web site. The detail information of the visitor is all provided.
Click to enlarge
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Chatting with visitors
Whether you initiated a chat or responded to a client's chat request, once the chat session starts, a new tab will be added in your chat window with the client's name as the tab name. It is where you chat with the client.
Simply input some text in the lower textbox and click the Send button, or press Enter. The send text is displayed in the upper chat display area next to your username. Replies and text sent by the visitors are also displayed in the upper chat display area next to the visitor's name.
You can use canned messages, cannned images and canned URls. These are predefined phrases designed to save your time and ensure consistency when engaging in a chat sessions.
One operator can handle any number of chat sessions at the same time. Each session runs in a separate room tab in the Operator Console.
Both the visitor and operator know when the other party is typing a message.
During a chat session, the status of the visitor in the customer's list is Servicing.
Click to enlarge
The visitor chats using the live support client window.
You can terminate the chat session at any time by clicking the close button. The chat session is stopped and visitor receives a message in the chat window indicating that the operator has left. The visitor can also terminate the chat session
by closing the chat window.
The following tools are available to the operators during the chat session:
- Chat Transfer: Transfer calls from one operator to the other, for example transfer a customer from a sales assistant to a support operator or escalate a call from an operator to a manager.
- File Transfer: operators can transfer file to the visitors.
- Operator Room: This built-in feature allows for internal operator and administrator communication.
- Minimizing to Windows System Tray: When you don't have ongoing chat sessions with customers, Operator Console can be minimized to Windows System Tray - small area in the bottom right corner of the screen, near the clock. When your website visitors calls, Operator Console will pop up from the System Tray automatically, and you will be able to answer the call.
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Operator Room window
This built-in feature allows for internal operator and administrator communication.
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Feedback window
All the offline messages will be displayed here.
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Event log window
All the event logs will be displayed here.
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