User Guide
Viewing In-depth Visitor Information
While in a chat, if you want to or need to see more information about the visitor you are chatting with, click the Information icon, at the top right of the chat window to display the visitor’s complete info. This detailed view will give you ...
A Quick View About Your Visitors
While you chat you will also see a quick-view of the Visitor’s Info, on the right side, which will give you easy access to your visitor’s e-mail address and the page they were visiting when they initiated the live chat. You can also see the visitor’s ...
Website Visitor Analytics
In the final report section you can view the visitors website activity with the aggregate count. In this view, you can visualize your site visitor activity across the selected time frame. Visits - Visits is the total number of visits to your website ...
Tracking Analysis
The tracking analysis report lets you view the average number of pages visited by a visitor and the average time spent by the visitor in a page. Page Visits - The average number of pages visited by a visitor. Average Time - The average time spent by ...
Tracking Summary
The tracking summary line graph displays the overall summary about the visitor tracking in your website. Visits - Count on total visit in the website. Contacted - Count on number of proactive triggers initiated by the agent. Responded - Count on ...
Tracking Reports
The Tracking reports section in the Reports module, is a robust dashboard that gives you a feel about everything in the entire live chat tracking operations. You can enter the Tracking Reports module, by clicking “Reports tab” on the left side of ...
User Rating Report
The last report you can view in the User Performance Report is User Rating. Here you can see how many visitors rated your agent after their live chats, and where the ratings fell on the one-to-five star scale. Each bar represents a star rating your ...
User Attended Chats Report
Below you have access to another report, User Attended Chats, which displays the total visitors an user interacted with by department, and breaks down an user’s interactions with visitors by category—attended online (Green), closed (Yellow), and ...
User Activity Ratio Report
On the right, you will see the User Activity Ratio report, which displays an User’s chat time vs. their idle time for the defined time period.
User Activity by Hour
On the left you will see a graph of User Activity by hour. This report lets you see which hours of the day this particular agent is busiest, displaying the number of visitors they both Attended Online and Closed for each hour.
Users’ Performance Report
Located conveniently inside each agent’s profile page, you can quickly see an agent’s performance report. To view a particular User’s Performance report: Click Settings. In the Users section, click the name of the User you wish to run the performance ...
Users Availability Report
The final report you can view in the Users section, is the Users Availability report. This report also gives you two views (Graph and Tabular). In the Graph view, accessible by clicking Graph at the top-left of the Users Availability report window, ...
Users Rating Report
The next report you can view is the Users Rating report. You can view this report in both Graph and Tabular form. To choose which view you want to display, click either Graph or Tabular at the top-left just above the report’s window. The Graph view ...
Users Activity Report
The first report in the Users section, is the Users Activity report, which displays all of your user’s vitals in table form. In this report you can view the User Info's like: Total Duration: Time Spent by the user on SalesIQ Total Chats: Number of ...
Reports based on the User Performance
The third section inside the Reporting module, Agents, is a pre-loaded dashboard where you can run and view reports to learn more about your SalesIQ’s agents and track growth and goals. In the Agents section, you can configure the data set you ...
Support Info Report
The last report you can run in the Visitors section, is the Support Info report. To run this report, you must first select if you want to run the report for all your agent’s or for a particular agent—and choose from the drop-down menu. Then you must ...
Visitor Waiting Time Ratio Report
The next report you can view in the Visitors section, is the Visitor Waiting Time ratio, where you can see what percentage of your visitors (and how many visitors that is) wait before an user answers their chat request. The waiting time segments ...
Visitor Waiting Time Report
Below the Visitor Detail report, you will find the Visitor Waiting Time report. This report also has three separate views (Day, Hours and Embed), which you choose by clicking the view you want from the top left, just above the report’s box. Let’s ...
Visitor Details Report
The first report in the Visitors section, is the Visitor Details report. This report is really three reports in one, as you have the option to run this report and visualize your total visitor interactions by day, by hour or by embed. To switch the ...
Visitor Based Reports
You are not limited to the Overview section of reports, you can also learn more about your customers and how they interact with your live customer support structure from the Visitors section inside the Reports module. Here you have access to another ...
User Activity Ratio Report
The User activity ratio report lets you view the aggregate time your users spend chatting with visitors against time they sit idle. You can filter this report by department, or view all of your departments together to see the overall activity ratio ...
Repeated Visitors Report
Discover what percentage of your visitors are new customers versus those who are returning again to seek support through your on-demand customer support software.
Departments Usage Report
Below, you can find the Departments Usage report, where you can compare the visitors each department attended over the selected time period against the amount of support representatives that are in that department.
Users Activity Report
To the right of the Visitor Regions report, you have access to the Users Activity report, which displays the activity of all of your users throughout the day, for the selected time frame. The red line graph tracks the average amount of visitors ...
Visitors Regions Report
The Visitors Regions report, displays the visitors who have interacted with your SalesIQ over the defined time period by the country they are located in on a map. The darker green the country, the more visitors from that country. You can hover over ...
Top Users Report
The Top Users report, displays the top three users for the given time period, displaying their profile photo, name, e-mail and the amount of online and offline visitors they attended. You can also see the user’s aggregate rating from visitors. From ...
Visitor Status Report
The Visitor Status report displays in a bar graph all of your visitors for the defined time of the report—broken down into their status—Attended Online, Attended by E-mail, Closed or Missed. This report displays results for all your departments by ...
Overview Dashboard
The Overview section in the Reports module, is a robust dashboard that gives you a feel for everything going on throughout your entire Live Customer Support Chat operation. When you enter the Reports module, by clicking Reports on the left-hand ...
Visitor Information
You will also be able to view the visitor information in the messaging area of the chat window and inside the contact details box. You can view the name of the visitor below the bot name in the chat window while assisting the visitor.
Check Your Bot Status in SalesIQ
You can check your invite Status, Action, Email id of the bot and Name of the bot in the XMPP/Google Chat sections. Status: Online - appears when the request is accepted and ready to chat Pending - appears when the request sent is yet to be accepted ...
Connect Your Google Apps Account With SalesIQ
If you are a Google Apps user then before linking your Email Id with SalesIQ, please configure the SRV Records (part of DNS records) for your domain to connect salesIQ with your domain. Now, enter the Email ID in the XMPP/Google Chat textbox and ...
Connect Your Gmail ID With SalesIQ
To connect your Google chat with SalesIQ, do the following: In the My Profile tab, click on Edit button and navigate to the XMPP/Google Chat section. To connect your Gmail ID with SalesIQ, enter the Gmail ID in the XMPP/Google Chat textbox. Click ...
Connect Your Google Chat with SalesIQ
You can now link your Google account with SalesIQ and chat with your visitors through Gmail chat. When you are not available to take up the chat through SalesIQ, you will receive it through Gmail chat if your Google account is linked with SalesIQ. ...
Using autocomplete in Canned Messages
SalesIQ provides shortcuts for the agents using canned messages. These are handy during the live chat session. It can be used for replying a live chat session or while initiating a proactive chat with your website visitor. Just type "#" followed by ...
Using Canned Messages During chat
Now that you have crafted some useful canned messages, you need to start using them in chats with customers to save your valuable time. We gave you quick access to your canned messages, directly above the text window, just to the right of your text ...
Changing the category for existing canned message
Click "Canned Messages". In the Messages section, click the name of the message you want to add to a new category or change categories. Click "Edit". Under the Choose Category section, click the drop-down menu and select the category you wish to add ...
Associating a newly created canned message to a category
Click "Canned Messages". In the Messages section, click Add Canned Message. Add a category or choose an existing Canned Message category, to organize it for easy use by your agents. Click "Save".
Adding a new canned message category
To add a new category: Click "Canned Messages". In the "Categories" section, click "Add" canned Category to add your first category, or the "+Add" button at the top right if you have already created a category. Enter the category’s new name and click ...
Organizing Canned Messages
We designed canned messages to save your agents time while chatting with customers, but even if you program an arsenal of helpful replies and instructions in, if the messages are not organized, your agents will be slowed and frustrated trying to find ...
Deleting a canned message
To delete a canned message: Go to Canned Message. In the Messages tab, the list of added canned message will be listed. click on the canned message you would like to delete. Then click on the Delete button in the left corner. A message will be ...
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