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yalst LiveSupportTool User Manual

1. yalst LiveSupportTool yalst LiveSupportTool User Manual 1 DOP OCUCHON caxansantesicanneiivs Wonsueauid arm ensient sMetenxuua dundee A E EEEE E 3 1 1 What is the yalst LiVeSUPPOrtTOOI cece cent eee eee eee e eens 3 1 2 Editions and Main FeatureS ssssssssrrrrrrrnrrrrrrrrrrrrrrresrerene 3 1 3 Ent rprise Sel VICES ma aviataciuisiienawiacaaimancmineetsscenemeonaseuaeesenaen 7 2 Integration into your Web Site s sssssssrrrrrrrsresesnnnnnnnnnnnnrrrreennnnnnnnnn 8 2 1 Standard Live Support integration in your web site 8 2 2 The HTML Code Generator sssssssssesssesseennnnnrnrrnnnnnrnnrnrrrerere 9 2 3 Integration in Frame SWS wis vennvaxsd vesrewnecevseneawesyeanenn sean imenans 12 2 4 Multiple Integration in One PaGe cccceeeeee eee cesses eee eeeeeaeeaee 13 2 5 Special Integration ParameterS sssssssssrsresrrrrresrrrressrrnne 14 2 6 JS Variables that are evaluated by the Integration Code 15 2 7 JS Messages sent from the System to the Embedding Web S 17 2 8 Starting the Operator Console via Direct LINK ssssesssssrsrr 19 2 9 Starting the Operator Console directly from your Web Site 19 3 the Customer Are Avacscsindes wid cs dieaesieuidetuisdivsteionsaeid a a a ian 20 Dd lel IS ie ba evan sciodentuneinieuasin ved E E EE E E 20 3 2 OMMNP AIG NS ccericedaoncnatnedteleiccaee ender aiden deletion A a aaa 21 3 3 COMCACE FON sere datevaisnsasaaicecsretradalseaasiasasndececsteenieadtanmen
2. lt methodName gt system isOnline lt methodName gt lt params gt lt param gt lt value gt lt string gt 34000 1 lt string gt lt value gt lt param gt lt param gt lt value gt lt string gt 181ff 5e46d1846261d6b28480110e599 lt string gt lt value gt lt param gt lt params gt lt methodCall gt Server Response lt xml version 1 0 gt lt methodResponse gt lt params gt lt param gt lt value gt lt boolean gt 1 lt boolean gt lt value gt lt param gt lt params gt lt methodResponse gt yalst LiveSupportTool User Manual 62 6 Frequently Asked Questions 6 1 Installation Configuration and Licences What are the minimum required settings necessary to get the software running Besides pasting the HTML code line found in the integration section into your web pages the following settings are required as well A valid e mail address settings section which is required by the software for various events such as sending chat transcripts contact form contents etc e Login details for a support member operators section The support staff can only work with the system properly after login details were entered This is a safety feature to ensure that only approved operators are able to offer Live Support on your web pages The settings section has a lot of reasonable default settings but it is advised that you take the time to review some key settings such as
3. with visitors monitoring data and campaigns This function offers a variety of possibilities such as information about campaigns with the highest sales volume In this integration it can be useful to insert some parameters dynamically e g with PHP marked in red Example lt LiveSupport Additional Code place far forward on your page always use HTML code generator to create gt lt script language JavaScript type text javascript gt lt var yct_event Sale in Shop var yct_ref 1 var yct_id calculate var yct_volume lt php echo Ssales gt gt lt script gt lt End of LiveSupport Additional Code gt e Add edit delete tracking data This integration allows an infinite amount of additional information to be associated with a visitor For example login name in a forum or shops shopping cart contents or search terms Example lt LiveSupport Additional Code place far forward on your page always use HTML code generator to create gt lt script language JavaScript type text javascript gt lt var ytrack new Array ytrack new Array ytrack Name John Doe ytrack Customer 12345 duplicate and modify previous line to add more tracking data gt lt script gt lt End of LiveSupport Additional Code gt Arrays with numerical indices can be used as well In this case please use the two dimensinal JavaScript varia
4. e Layer based active chats and visitor messages do not work most of the time as the navigation frame is too small for that e The form monitor is not useable Even better without these disadvantages is the following integration In the navigation frame lt LiveSupport Integration Code always use HTML code generator to create gt lt script language JavaScript type text javascript gt lt b function var spanID Math random toString document write lt span id spanID gt lt span gt var anchorElement document getElementBylId spanID var script document createElement Script script src http en livesupportserver de yalst yalst js php site xxxxx x amp count no amp y span_id spanID anchorElement parentNode insertBefore script anchorElement HO gt lt script gt yalst LiveSupportTool User Manual 13 lt End of LiveSupport Integration Code gt In all pages that appear in the main frame in the best case insert immediately before lt body gt lt LiveSupport Integration Code always use HTML code generator to create gt lt script language JavaScript type text javascript gt lt les function var spanID Math random toString document write lt span id spanID gt lt span gt var anchorElement document getElementBylId spanID var script document creat
5. sender in a popup window This function must be previously configured in the tell a friend subsection of the settings section Web page recommendations can only be integrated into web sites who s domain matches those configured in the domains e mail and transcripts subsection e Integration of a survey in your web site In order to track query your visitor movements in the best way we recommend this integration on every one of your web pages possible without a visible button Please add the integration code always in the body between lt body gt and lt body gt of your web site Conversion tracking visitor marking and trigger alarm Professional Edition upwards as well as shopping cart monitoring Business Edition upwards can only be used at most one time on a single web page 2 3 Integration in Frame Sites If this software is used on web sites with frames the chat button is often placed in a small navigation frame on the left side sometimes also at the top In this context a common error is made namely that integration only occurs in that specific navigation frame with the standard integration code mentioned earlier This type of integration on frame based sites often has a number of disadvantages such as e You will only see that a visitor is on your site but not exactly where Clickstream data will not be available either In the access statistics you will only see accesses to the navigation frame
6. Live Support system is offline it is possible to install a FAQ section for your web site using this software The FAQ section can be integrated through the Live Support window greeting login contact form and offline status message and or separately please use the HTML Code Generator in this case The FAQs can be added separately and independently for the first and secondary language if configured Visitors can search the FAQs and request to receive specific articles by e mail Also visitors are able to rate the articles An evaluation regarding rated articles is available in the Operator Console at the Analyses and Statistics section What product support do you offer Edit Move Delete Preview Window HTML Integration Code for this Article vr Iam a yalst customer or tester Where can my technical questions be answered Edit Move Delete Preview Window HTML Integration Code for this Article v a Can I generate such FAQs with the yalst software Edit Move Delete Preview Window HTML Integration Code for this Article Add an Article Sort Questions Alphabetically One Time 3 6 Integration HTML Code Generator The chat functions as well as the statistics and marketing functions require a so called integration code for your web site in the best case on all pages so you can receive complete statistics among other things In most cases the standard code will be sufficient which is placed
7. Registered users are visitors of your web site which received special login details username and password for the Live Support from you As soon as such a user has been created a registered user chat icon appears in the startup window of the Live Support The respective visitor will be directed to an appropriate login window at which the login details need to entered Support requests queries coming from registered users are marked in a special way in the Operator Console That way you will know exactly what person you are chatting with which is not the case on normal requests It is possible to provide a time credit for registered users Once the defined time credit has been used up chatting that visitor would not be able to initiate chat sessions anymore yalst LiveSupportTool User Manual 84 Lastly registered users can also participate in an affiliate program If the respective options are activated a campaign can be associated with the specific visitor advertising for your site Using the login details the registered user can view the statistics for his own campaign in order to provide data for both parties on which a compensation could take place
8. Statistics window 3 8 Operators Operators are part of the support staff which supervise your Live Support In the operator part of the configuration are you can add edit or delete operators When adding an operator you need to specify a username password and the full name of the consultant Operator First and Last Name Departments P Permissions E Mail Picture Info Line _ Jab Andreas Beckmann all A all yes yes yes Edit Delete Jas Andre Schneider all B all yes yes no Edit Delete Optionally it is also possible to configure a picture and define in detail the exact permissions of the consultant within the software Legend for permissions column none has none of the described permissions AC is allowed to host active chat sessions CR is allowed to read along running chats from within the Operator Console ED is allowed to delete conversion tracking events HD is allowed to delete chat sessions in the history HI is allowed to view the chat history IL is allowed to edit her his info line IS is allowed to view his infos and change his settings oc is allowed to participate in the operator chat OL is allowed to view operator login statistics and details RU is allowed to edit time credits and affiliate program accounting data of registered users ST is allowed to view Analyses and Statistics vo is allowed to view sales volumes turnover statistics all has all of the permissions described here To enable op
9. another operator icon with a prompt for an operator selection allows you to redirect the chat session to yalst LiveSupportTool User Manual 49 another operator not possible if chatting with registered users and time credit clearance The request then appears in the Operator Console below transfers and can be taken over from any active or only a selected support member e authorize file transfer for chat partner open the FAQs knowlegde database e switch the typing display on off Using the typing display off icon it is possible to prevent the chat visitor from getting notified whether or not you are typing a message Due to the fact that an operator can see what the chat visitor is typing it is possible to formulate an answer even before the chat visitor completed typing his message In order to reduce the confusion for the chat visitor the option to disable notification whether or not an operator is typing comes with a lot of benefits when providing a quality service e sound on off It is possible to be notified by sound if a chat visitor submits a message Requirements to use this feature is that your computer has a working sound card connected to a pair of speakers or headphones as well as a browser configured in order to playback WAV sound files This option can be set using the sound on icon which may have been enabled by default already using a Customer Area option print chat session see an online help te
10. at the place where you want the Live Support button to appear There is numerous other useful integration options available which can be utilized with the easy to handle HTML Code Generator recommended For information about how to integrate the yalst LiveSupportTool into your web site or the HTML Code Generator see section 2 of this user manual 3 7 Marketing This software is also a marketing tool It is possible to open marketing related layers on the visitors client completely independent of a chat session For example to make a special offer because you determined in the visitor monitor that the visitor in question is interested in a certain matter The visitor will not be aware that such a layer was opened specifically for him yalst LiveSupportTool User Manual 24 Name type status St Banner yalst Download Version Banner active Edit Delete Internet Access Poll Survey active Edit Delete yalst History Survey direct integration Edit Delete yalst Marketing Survey direct integration Edit Delete Add a Banner Adda Survey A marketing layer can contain a banner or a survey They can be created configured in this section Marketing events can also be triggered automatically for example if a visitor enters a random or a specific page with Live Support integration Surveys can even be integrated directly into a web page A detailed analysis of your marketing events is available in the Operator Console Analyses and
11. chatbutton bw 1 until 800 width of the support button in pixels defining a width will improve the output speed of the respective button is only regarded if the parameter bh see above is specified example amp bw 60 cform no display unavailability message instead of contact form example amp cform no layerx 1 until 800 final x position in pixels of the layer chat invitations messages and surveys on the respective page if no specification is made the default value 200 will be used example amp layerx 300 layery 1 until 800 final y position in pixels of the layer chat invitations messages and surveys on the respective page if no specification is made the default value 133 will be used yalst LiveSupportTool User Manual 15 Parameter Range of Values Explanations and Example example amp layerx 250 mstr max 20 characters character sequence that is outputted in the visitor monitor instead of the nickname or computer name example amp mstr Customer 20Smith pingtime 90000 until 60000 time interval in miliseconds on which a check will occur whether or not a visitor is still on the current page or if a specific visitor event active chat message needs to be executed if no specification is made the default value 9000 will be used example amp pingtime 15000 2 6 JavaScript Variables that are Evaluated by the Integration Code The integration code for your web sites which is genera
12. for the file the currently browsed web page itself is the referrer If your web pages are generated dynamically i e an underlying server script language such as PHP or Perl you can help the visitor monitor determine the referrer by passing the following parameters to the special image file discussed earlier from and ref yalst LiveSupportTool User Manual 76 Example lt noscript gt lt img src noscript php site 24000 1 amp from http www example com sitemap php amp ref http www example com index php gt lt noscript gt amp from URL of the calling page amp ref URL of the referred page Why don t the changes made in the configuration take effect in the Operator Console Due to performance issues a couple configuration settings e g departments and alarms are only read if a support member logs into the system instead of at each refresh of the Operator Console As an operator if you want to profit from all changes made to the settings logging back on the Operator Console will help What does the relevance value in the visitor monitor mean This software calculates a so called relevance value for every active visitor on your web page The value ranges between 0 and 10 The higher the value the more a visitor is interested in your web site The relevance value is calculated considering the number of web pages a visitor browsed the number of total visits and chat sessions the browse session dur
13. invited automatically if they meet certain criteria for example relevance or duration of a visitor s visit that can be defined in the Customer Area the status of this option is the same for all operators the option can only be enabled if at least one operator is active Confirm Availability in order for visitors to be sure that the Live Support service is available it is necessary for every operator to confirm his presence at least every 180 minutes the exact duration can be set in the Customer Area by clicking this button the remaining period of time until a confirmation is required is displayed incrementally in the first row of the operator overview 10 minutes before the time expires a warning appears in the form of a popup window and possibly an audio warning which can be configured should the presence not be confirmed in time the operator will be logged out of the system automatically this icon can also be used to force an instant refresh of the Operator Console Online Help The Gray Info Line If you click on your user name in this bar you will be redirected to a multi page dialog window that will allow you to do the following view details about your operator account define color marks for the visitor monitor change some default values for the Operator Console define filter settings for the visitor monitor overview of received and sent operator messages change operator password define operator specific phrases This s
14. is meant to be used for special alarming scenarios A web page specific alarm can be achieved more easily using the special alarms section in the configuration area To play an alarm sound for every new visitor a button can be activated directly in the Operator Console Query online status of your Live Support In case your web site is utilizing script languages Such as PHP or JavaScript it is even possible to determine whether or not the Live Support system is not only online but active as well i e more than one operator is logged in and available That information could be used to build adjust your web site dynamically Here you can generate sample code for this purpose e Integration of a public visitor counter in your web site e Web page rating integration in your web site This integration gives visitors the possibility to send you feedback about specific web pages articles or pictures After clicking one of the seven rating fields a feedback form is opened for individual notes content is sent to you via e mail Detailed total and single visitor statistics are available in the Operator Console Analyses and Statistics window e Tell a Friend integration in your web site This integration allows visitors to recommend your web site to friends yalst LiveSupportTool User Manual 12 which results in new visitors eventually E mail addresses sender and recipient as well as an optional personal message are entered by the
15. italics Hover your mouse above such an entry and you will receive numerous information about the respective visitors such as current page previous page e technical details browser screen information about previous visits and chat sessions e notes about the visitor e information about transactions conversion tracking yalst LiveSupportTool User Manual 29 4 1 The Main Window The Operator Console is divided into three sections e icon and status bar at the top including the gray info line overviews operators requests chats transfers and monitor visitor actions and multi purpose input field at the bottom marketing at the bottom as well replacing the visitor actions field and multi purpose input field yalst Operator Console OSSES4255E0 300288 o 199 Operator ab yalst site 34000 1 17 34 Operators 008 ab vdan034194 uni rostock de 005 mj Q3760 q pppool de Message Requests Chats 0 000 005 Chatter uni rostock de OP ab lt 8 gt nji rostock de OP ab Push Rem M F Active Chats Remarks Messages and URL Push Chat opening remarks message active chat ES Hello my name is Andreas Beckmann can I helf kd Goode yalst Version 9 0 Copyright 2003 2012 by Visisoft yalst LiveSupportTool User Manual 30 Icon Definitions Logout terminate your session as an operator you will be redirected to the login screen attention always terminate your session using t
16. misc getDate convert UNIX timestamp to a human readable date yalst LiveSupportTool User Manual 53 5 2 Detailed overview of available functions system getVersion system isOnline system isBusy system isDeptOnline system isDeptBusy system isOpOnline system isOpBusy reguser add Description Parameter Result determine Live Support and API versions none array version Live Support version string api API version string Description Parameter Result Description Parameter Result Description checks if your Live Support system is online site string API password string 0 or 1 boolean checks if your Live Support system is busy site string API password string O or 1 boolean checks if a specific department of your Live Support system is online Parameter Result Description site string API password string department string O or 1 boolean checks if a specific department of your Live Support system is busy Parameter Result Description is online Parameter Result Description is busy Parameter Result Description Parameter site string API password string department string 0 or 1 boolean checks if a specific operator of your Live Support system site string API password string operator string O or 1 boolean checks if a specific operator of your Live Support system
17. site Tell a Friend integration in your web site Integration of a survey in your web site The integration possibilities which can be generated using the HTML Code Generator are e Live Support integration in your web site e Live Support integration in your web site start dialogue directly on the page e Live Support integration in your e mail signature e Live Support integration in an online auction e Live Support integration in a RSS feed e Visitor monitor integration in a popup window Popup windows e g for screenshots online help or small forms are usually not provided with a Live Support button and are usually opened alongside a normal web page In order to visualise this concisely in the yalst LiveSupportTool User Manual 10 visitor monitor we recommend to use this type of integration for popup windows e Integration of a download monitor Using this integration it is possible to detect and analyse statistically the accesses of your visitors on non HTML files pictures PDF and office documents programs Integration of a link monitor Using this integration it is possible to detect statistically what links directing to non native web sites were clicked by your visitors e Integrate contact form separately Integrate FAQs separately e Login to affiliate program area e Conversion tracking Using this integration it is possible associate transactions of your web site e g sales login
18. system is busy system isOpOnline checks if a specific operator of your Live Support system is online system isOpBusy checks if a specific operator of your Live Support system is busy reguser add create a registered user reguser edit edit registered user reguser credits edit time credit of a registered user reguser delete delete registered user reguser getData retrieve user data of a registered user reguser getUser retrieve username of a registered visitor visitor getID retrieve visitor ID visitor getData retrieve monitor data of a visitor visitor getTrackingData retrieve tracking data of a visitor visitor geodata locate a visitor visitor remark edit a visitor remark visitor clickpath add a comment to the clickstream of a visitor visitor conversion create a conversion tracking event visitor tracking add edit or delete tracking data of a visitor monitor visitors retrieve current number of operators and visitors monitor chats retrieve current number of active chat sessions and open chat queries monitor alarm show a message in the Operator Console including a warning sound counter total retrieve number of total visitors counter today retrieve number of today s visitors counter since retrieve number of visitors since a specific date faq category get a specific FAQ category faq article get a specific FAQ article misc getCountry resolve country code into the connected country name
19. third possibiliy you can let an alert sound be played in the Operator Console with an associated text message if a certain event occurs on a web page that has Live Support integration Such an event could be for example a transaction or a shopping cart who s value exceeds a certain value You may specify a sound file here for this purpose To trigger the alarm you need to be using a special integration code that you can generate with our HTML Code Generator trigger alarm Alternatively you can also use an API function application programming interface Typically it will be dynamically generated web sites in order for alarms not to be triggered on each site request therefor use the settings above 3 2 Campaigns Link the advert banners or text ads of your web site to a special Live Support web page you will be notified from the system after creating a campaign The software will automatically redirect visitors accessing the advertisements i e this link to your site and will mark them with a color in the visitor monitor color is configurable Campaign Link Description Color Sound qi http en livesupportserver de yalst campaign php site 34000 1 amp name g1 Google Adwords for yalst com yes Edit Delete You will be able to see immediately how effective your advertisement is It is possible to let a sound be played if such a special visitor enters your site Of course the software will count the number of visitors enteri
20. visitor site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string array id visitor ID integer start visitor session start time as UNIX timestamp integer timestamp last web access as UNIX timestamp integer browser user agent string of browser string host last IP address string host2 last host name address string page current web page only the relative path string page2 current web page full URL string ref current referrer string firstref referrer on start of visit string resolution screen resolution string colors color depth in bit integer java visitor s browser supports Java boolean javascript visitor s browser supports JavaScript boolean counter number of pages for current visit integer visits number of visits in total integer lastvisit UNIX timestamp of last visit integer lastpages number of pages during last visit integer remark visitor remarks string nick visitor s nickname used on the last chat session string campaign larger than zero if visitor accessed web site yalst LiveSupportTool User Manual 56 visitor getTrackingData visitor geodata through a campaign integer registered larger than zero if this visitor is a registered user integer marker larger than zero if the visitor has been marked integer country two digit country code of the visitor s home country string
21. you can be alerted if important visitors show up yalst LiveSupportTool User Manual 78 6 3 Chats How does the URL push work A so called URL push can happen during a chat session or through the visitor monitor As an operator if you want to open a specific web page during a chat at the visitor s site you need to enter the full URL of the destination as the chat message text Example http www google de The software will then detect that it is dealing with an URL push Of course it is also possible to define a web page address as a phrase The new web page then will be opened in a popup window If you want to open the new web page in the browser window used to initiate the chat make sure the URL is prefixed with an exclamation mark note this behaviour is only possible with browsers that are based on Mozilla which would be Netscape 6 Mozilla Seamonkey or Mozilla Firefox if these browser types are not available the URL push can be initiated from the Operator Console as described below Example http www google de Using the Operator Console it is possible to redirect visitors to another web page if a Chat or Push button is appended to their entry in the visitor monitor To achieve this the URL of the new web page needs to be entered into the multi purpose input field The selection field next to the input field needs to be set to URL push unless you are chatting with the visitor Now click the Chat o
22. 7 Explanations and Example example var yct_campaign no this option determines if the page having caused a transaction i e the page the respective visitor was referred by should be accounted for by the statistics example var yct_ref 2 notifications are sent to this e mail address example var yct_notify aW5mbO0BleGFtcGxILmMNvbQ transaction numbers prevent the same transaction to be recorded multiple times example var yct_tan 12345 sales volume in EUR that was generated with this transaction example var yct_volume 100 2 7 JavaScript Messages Sent From the System to the Embedding Web Site The messages will be send from the Chat PopUps and can be received and processed by your web site e g for web analysis purposes Message Description yevent_chatwindowopen when opening the chat window not when chat start window is skipped e g standard active chats yevent_chatstarted on start of the chat yevent_chatrunning when an operator takes over the chat yevent_chatend on termination of the chat This is a sample code for message handling lt script type text javascript gt o function interceptLiveSupportTracking if event data return switch event data case yevent_chatwindowopen Event event yalst LiveSupportTool User Manual 18 add code for chat window opened event break case yevent_ chatstarted add code for chat started event brea
23. S no Edit Delete contact index php no CT no Edit Delete You can let an alert sound be played in the Operator Console if a visitor enters your web site the main page or a specific special page e g the online shop That way the yalst LiveSupportTool User Manual 21 visitor monitor does not always have to be active in the foreground and you can focus on other applications without having to worry Furthermore such a visitor is marked two character sequence that is configurable in the visitor monitor so that you can easily detect the visitor even on a different page Naturally you can only utilize the marker and do without playing a sound Furthermore you can let an alert sound be played in the Operator Console if a visitor exceeds a configurable relevance value The Operator Console calculates a relevance value for every present visitor of your web site which lies between 0 and 10 The higher the relevance value is the more the visitor is interested in your Internet services The relevance value is calculated using the number of visited pages the number of visits and chat sessions the surf duration the number of conversion tracking events and some other data for example if the visit occured due to a campaign That way you can be alerted if important visitors show up Threshold alarm applies from relevance value 6 upwards Alarm sound http www2 livesupportserver de lib sound fanfare Select As the
24. XMLHTTP to refresh visitor chat window option in the settings section is enabled Why is the number of web page impressions in the page impression statistics section lower than those listed by my web server statistics page This is usually the case out of three reasons e The Live Support is not integrated into every web page Web pages that are not integrated into the Live Support system are not visible to the system and thus will not be reflected within the statistics Tip You could integrate the software non visible meaning that no button would be displayed The HTML Code Generator see integration will assist you to accomplish this task e Visitors that have JavaScript disabled in their browser settings are not detected by default because they cannot chat Nevertheless it is possible to reflect such visitor visits optionally detect such visitors in the visitor monitor as well through specifically set options in the integration code Once again the HTML Code Generator will help you generate the necessary code e Robots e g indexing programs from search engines such as Google are ignored as the Live Support integration always happens through picture elements on a technical level irregardless of their visibility which are ignored by robots How can you disable the sound played on the Internet Explorer if a page is refreshed yalst LiveSupportTool User Manual 82 Using internal operators it is possible t
25. _cat faq_log faq_log2 files fmon ftp history ip2co login m_banner m_log m_site m_survey mainlog marketing messages monitor monitor2 newpasswd opchat oplog osq phrases popup products rating 67 yalst LiveSupportTool User Manual 68 referer remote settings status syslog tellafriend tracking user watch What is the meaning of the release number From time to time especially short after the release of a new version small changes will be made to the yalst LiveSupportTool without changing the version s number Such changes typically can be 1 Correction of spelling mistakes in the software or documentation 2 Small corrections of the design in the yalst LiveSupportTool windows 3 Small bugfixes and detail improvements Such mini updates will increase the release number Your current release number can be retrieved e g at the main page of the yalst LiveSupportTool setup tool To update to a newer release of the same version please substitute the files in this folders on your server yalst yalst admin yalst admin images yalst admin include yalst data yalst include yalst setup for newer files inside the software archive on the basis of the date Furthermore copy all the files which do not exist on your server Changes in the database structure and to the license key are not required Such an update can be applied automatically starting from yals
26. a visitor should not be overwritten please use an exclamation mark as the first letter of the remark The new remark will then only be set if another remark has not been set already for the respective visitor Example lt script language JavaScript gt lt var y remark Customer John Smith gt lt script gt As an alternative visitor remarks can also be set using the application programming interface API Why isn t it possible to initiate a chat session with every visitor in the monitor The Chat button does not appear next to every visitor in the visitor monitor This can have four possible reasons The browser of the visitor does not accept so called cookies most frequent cause To initiate an active chat it is necessary that a visitor accepts cookies in order to make a necessary unique association e The visitor has already left your web page The status of a visitor is displayed in the visitor monitor by hovering your mouse above a visitor s computer address a yellow information field appears yalst LiveSupportTool User Manual 74 Another operator Support member is already chatting with the visitor e You have set your own status to inactive solution set your status back to active If an active chat request is initiated but still does not take place the visitor probably has left your site The chat request is automatically aborted after a certain amount of time Why don t I
27. additionally Please take note that these JavaScript code lines need to be added before the Live Support related monitoring code on your web page The special advantage of this solution is the possibility to output web page parameters that were transmitted with the HTTP post method such parameters do not appear in the URL parameter list The value of the y_extra variables are also displayed in the visitor s clickstream display yalst LiveSupportTool User Manual 73 The second solution is gathering so called tracking data Tracking data are pairs of field and value that can be associated with visitors using appropriate embedded code see HTML Code Generator Typical examples for tracking data are forum login names shopping cart contents or customer data Tracking data is not displayed directly in the visitor monitor though but in the Analyses and Statistics section instead visitor and monitor data Is it possible to generate visitor specific remarks automatically Yes that is possible In order to do that you will need to define the JavaScript variable y_remark This has to happen before the integration code of the visitor monitor as the value of y_remark is examined in the visitor monitoring code Example of course the code can be generated for example with PHP or Perl lt script language JavaScript gt Si var y remark Customer John Smith 1 gt lt script gt If an already existing remark about
28. adin 22 3 4 Departments geena n E EAE OE EEE a 22 3 5 FAQ Saceda n a a a EN AAAA E EEEN 23 3 6 Integration The HTML Code Generator ccccceesseeeeeeeeeees 23 3 7 M rketi g ssni uya AA E E a a aaa 23 BO OPIT Sinnai EENAA NOAN ANR 24 3 9 St ttN Sieniniai ERIE EERENS EE KEA 25 3 10 Tatil nidesenasuctnancuudsewliadeleenchevuntuateds ARTEA 26 3 11 Registerd USES prekorio e ae ea ETERNE 26 3 12 WAP WINADD crcnioini ona ouie n a a i EERI 27 Bl AP li E E T TE 27 yalst LiveSupportTool User Manual 4 The Operator COnsolercipk onir EEA E AEAEE REEERE ERRA 27 4 1 The Main WiINdOW veasatevsssnaeuasdn sxnamadouncureve a a 28 4 2 The Chat History WINdOW ssssssssssssrsreresrrnrsssrrrrensrrrrnesrnan 36 3 3 The Analyses and Statistics WiNdOW sssssssssssssrrrrresrnrrrrne 36 3 4 The Analyses and Statistics Window Visitor Statistics 38 3 5 The Operator Chattinwciiwsstiaeseeveuad cietknetivessieenascoueranenate eves 38 3 6 Operator Information Settings and MeSSAQES ccceeeee eee 39 3 7 The Chat Window of the ViSitOM cccccseeeseseesserseneesseesnenes 40 3 8 The Chat Window of the Operator ccccceceeeee eset eee eeeeenaees 43 SPL DOCUMEMPAUOM cvicixvasdenponcendennelerneracoenaneutaenadraninrescesanahbaenienewwes 51 5 1 Overview of available functionS sssssssssrsesrrrrsssrrrrnssnrrrren 52 5 2 Detailed overview of available FUNCtIONS c cc ceeee ee eee eens 53 5 3 Example of an API fun
29. and delete existing remarks You can compose your remarks in the multi purpose input field of the Operator Console at the bottom This is not possible in the marketing mode You can save the composed text by pushing the Con gt Rem button for the respective visitor Pushing the Con gt Rem button with an empty input field will delete an existing remark On the other hand pushing the Rem gt Con button will load the input field with a previously saved remark if available The rest of the buttons should be self explanatory Please take note that you can also search the visitor list by the following criteria remarks cities visitor IDs country codes e g de or fr IP addresses or nicknames The visit dates relate to the last coherent visit session not the initial visit or session start dates 4 5 The Operator Chat The Operator Chat is a special chat room for your support staff to ease the work flow and to harmonize their tasks with each other Some special commands can be used in the Operator Chat or to notify logged on operators outside the chat room Chat lt Chat ID gt cccccceeceeeeecceeeeeeeessceeeeeneessugeeneenneegs link to visitor chat PRICE cavadaatiiadautacssadicdePiaasind oii kaanbiase dela deine denalen delete previous output JEIGS feoviiden a O E A en anaes output file list JTOCUS 0n OM pisciniccscitrraenisiamndiiortemunaginverianl window focus behaviour help command essssssssssssessnesersnnsnnrnr
30. appear in the visitor monitor If you are logged in as a support member operator on the Operator Console visitors from operator IP addresses will only appear in the Operator Console if the operator monitoring option is enabled in the settings section subsection is monitoring invitations and active chats or monitoring in the Basic Edition If such visitors do not appear the option is disabled Depending on your LAN structure other users of your network might also be affected by this option If monitored visitors from operator addresses will appear in italics There is also a toggle switch eye icon and an operator specific setting for this option in the Operator Console How does the URL push work A so called URL push can happen during a chat session or through the visitor monitor As an operator if you want to open a specific web page during a chat at the visitor s site you need to enter the full URL of the destination as the chat message text Example http www google de The software will then detect that it is dealing with an URL push Of course it is also possible to define a web page address as a phrase The new web page then will be opened in a popup window If you want to open the new web page in the browser window used to initiate the chat make sure the URL is prefixed with an exclamation mark note this behaviour is only possible with browsers that are based on Mozilla which would be Netscape 6 Mozi
31. arts of articles answers to the input field Operator Chat Window chat room for the support staff Toggle Operator Monitoring crossed out turned off visitors that have the same IP address as a logged in operator are displayed in italics in the visitor monitor if operator monitoring is enabled Toggle Operator Status to Active plug is closed or inactive plug is opened if all operators are set to inactive no Live Support can be serviced the monitor function can still be used though before an operator turns inactive it is possible to add an entry in the multi purpose input field at the bottom if the entered message is prefixed with the gt character the message is used as an away message that is displayed if someone hovers the operator entry in the Operator Console with the mouse in the case of an active chat session an operator cannot set his status to inactive but only to busy instead yellow closed plug the operator in question won t receive any further chat queries if yalst LiveSupportTool User Manual 31 set to busy the busy state is removed automatically from the system if the chat session is terminated Toggle Sound Notification if a New Visitor Appears crossed out disabled Toggle Sound sound should be disabled for example if the specific operator is working on a station browser that does not support sound output Toggle Auto Invite crossed out disabled if this option is enabled visitors will be
32. at Sessions Based on Time Credits no no yes for Registered Users FAQs WAP Monitor and WinApp Individual FAQ Area FAQ Editor no yes yes WAP Monitor no yes yes WinApp yes yes yes Analyses and Statistics 5 only via Operator Chatroom yalst LiveSupportTool User Manual Feature Basic Professional Business Chat History yes yes yes Analyses and Statistics yes yes yes Shopping Cart Statistics Sales no no yes Volume Abandoned Carts etc Statistics via E Mail yes yes yes without me Function no yes yes 1 3 Enterprise Services To employ the yalst LiveSupportTool efficient and future proof the conclusion of a service and maintenance agreement is recommended The following will be included Support for installation server reloaction updates and upgrades Product support Direct contact person for fast and easy problem solutions Free updates and assistance during the update process Optional second installation or second access for testing enviroments Optional access to the bug tracking system The service and maintenance agreements are available for the Professional and Business Edition yalst LiveSupportTool User Manual 8 2 Integration into your Web Site The chat functions as well as the statistics and marketing functions require a so called integration code for your web site in the best case on all pages so you can receive complete statistics among other things In m
33. ata for both parties on which a compensation could take place yalst LiveSupportTool User Manual 27 3 12 WAP WinApp It is also possible to query a lot of important data of your Live Support system using your mobile phone In order to do so your phone needs to support the so called WAP standard wireless application protocol and have Internet access In order to access the WAP monitorr a password has to be configured in this part of the configuration area WinApp is an additional program for your windows task bar system tray It is not a necessary utility to operate the Live Support as it is fully browser based but offers a useful alternative to receive and display information about your Live Support without having to have a browser opened in the foreground or even running at all On startup WinApp is located in your task bar as a mini program to the left hand side of the windows clock It will display how many visitors are currently on your web site among other things You can download this additional program in this section of the customer area 4 MB Please launch the downloaded file to install WinApp In order for WinApp to access your Live Support data it is necessary to configure it initially WinApp has a settings window at which you need to enter the URL and password configured in this part of the configuration area 3 13 API Programming Interface for the Live Support System Directly below the 12 buttons for the diff
34. ata locally on the visitor s computer it is not possible to reliably track a visitor browsing from one page to another and impossible to identify a visitor on a second visit Most of the visitors accept cookies though For the case that cookies are disabled this software takes other data into consideration such as the browser version the IP address etc in order to uniquely identify a visitor As this method of unique visitor identification is not 100 reliable it could be possible that for example multiple computers in a company network pool with similar hardware software are browsing your web pages some separate entries in the visitor monitor are marked with the probably identical to xxxxx label Due to this unreliability it is not possible to interact work initiate active chats save remarks form monitor properly with such visitors Why isn t the referrer displayed for visitors that have JavaScript disabled In order to detect visitors in the visitor monitor that have JavaScript disabled in their browser settings an additional image needs to be integrated into the Live Support system between the lt noscript gt lt noscript gt statement refer to the HTML Code Generator This image file either an invisible 1x1 pixel or a no JavaScript notification button configurable in the settings section takes note of the page impressions It is not possible for the image file to determine the referrer of the browsed page
35. ation the time a visitor spent on your web site the number of conversion tracking events and a couple of other parameters e g whether or not a visitor browsed to your site due to a campaign What is a Web Page Based Alarm You can let an alert sound be played in the Operator Console if a visitor enters your web site the main page or any specific special page e g the online shop That way the visitor monitor does not always have to be active in the foreground and you can focus on other applications without having to worry Furthermore such a visitor is marked two character sequence that is configurable in the visitor monitor so that you can easily detect the visitor even on a different page Naturally you can only utilize the marker and do without playing a sound What is a Relevance Based Alarm You can let an alert sound be played in the Operator Console if a visitor exceeds a configurable relevance value The Operator Console calculates a relevance value for every present visitor of your web site which lies between 0 and 10 The higher the relevance value is the more the visitor is interested in your Internet services The relevance value is calculated using the number of visited pages the number of visits and chat sessions the surf yalst LiveSupportTool User Manual 77 duration the number of conversion tracking events and some other data for example if the visit occurred due to a campaign That way
36. ayers on the visitors client completely independent of a chat session For example to make a special offer because you determined in the visitor monitor that the visitor in question is interested in a certain matter The visitor will not be aware that such a layer was opened specifically for him A marketing layer can contain a banner or a survey They can be created configured in this section yalst LiveSupportTool User Manual 81 Marketing events can also be triggered automatically for example if a visitor enters a random or a specific page with Live Support integration Surveys can even be integrated directly into a web page A detailed analysis of your marketing events is available in the Operator Console Analyses and Statistics window How can you disable the sound played on the Internet Explorer if a page is refreshed The Internet Explorer plays a possibly disturbing sound when refreshing web pages for example the Operator Console or a chat window This sound can be disabled using the Windows System Control Windows XP used in this example 1 Open the Control Panel Start gt Settings gt Control Panel or Start gt Control Panel Open the Sounds and Audio Devices Properties applet Go to the Sound tab Scroll down to the Windows Explorer heading in the Program events list Select Start Navigation then change the Sounds file to None Wk WN This effect does not appear on the visitor pages as long as the use
37. ble y_track Example yalst LiveSupportTool User Manual 11 lt LiveSupport Additional Code place far forward on your page always use HTML code generator to create gt lt script language JavaScript type text javascript gt lt l y_track new Array y_track 0 new Array y_track 0 0 Name y_track 0 1 Joe Doe y_track 1 new Array y_track 1 0 Customer y_track 1 1 12345 duplicate and modify previous line to add more tracking data gt lt script gt lt End of LiveSupport Additional Code gt e Shopping cart monitor integration Shopping cart monitoring makes data about item numbers and shopping cart value available in the visitor monitor and clickstream statistics Additionally you will receive shopping cart statistics such as the ratio between successfully completed and abandoned shopping carts Shopping cart monitoring is not a replacement for conversion tracking as no turnover statistics are generated for example Typically this integration code is added dynamically in a page depending on the current shopping cart data e Visitor marking colored frame This integration will add a colored frame of the specified color to a visitor in the visitor monitor That way you can quickly recognize people that already visited a specific web page such as your online shop as an example Trigger alarm in Operator Console This code
38. che for this Live Support package here When using encryption for chat sessions other pictures e g the logo will be saved here temporarily 3 10 Traffic At this page the number of page impressions with Live Support integration of the site is displayed 3 11 Registered Users Registered users are visitors of your web site which received special login details username and password for the Live Support from you As soon as such a user has been created a registered user chat icon appears in the startup window of the Live Support The respective visitor will be directed to an appropriate login window at which the login details need to entered Support requests queries coming from registered users are marked in a special way in the Operator Console That way you will know exactly what person you are chatting with which is not the case on normal requests Username User Information O i ab Max Mustermann Test Company 98 59 min Edit Delete It is possible to provide a time credit for registered users Once the defined time credit has been used up chatting that visitor would not be able to initiate chat sessions anymore Lastly registered users can also participate in an affiliate program If the respective options are activated a campaign can be associated with the specific visitor advertising for your site Using the login details the registered user can view the statistics for his own campaign in order to provide d
39. cognize visitors and give special treatment to your core userbase as well as measure the financial success of your advertisement compaigns and optimize your marketing strategy 1 2 Editions and Main Features The Hosted and Download Version of the yalst LiveSupportTool are available in various editions These differ in the function range offered The following overview will present to you the main functions of the respective editions Apart of those numerous smaller functions exist as well Feature Basic Professional Business Number of Operators user definable user definable user definable Configuration and Integration Custom Design for the Chat Window yes yes yes Themes yes yes yes Text link to Live Support yes yes yes Direct Integration yes yes yes Integration in E Mails Auctions and yes yes yes Newsfeeds Integration as Visitor Counter yes yes yes Integration for Page Rating and Tella no yes yes Friend Function HTML Code Generator yes yes yes Application Programming Interface API no no yes Custom Stylesheet File yes yes yes yalst LiveSupportTool User Manual Feature Basic Professional Business Custom Contact Form Contact Form yes yes yes Editor Chats in Secondary Languages yes yes yes Individual FAQ Area FAQ Editor no yes yes Privacy Policy Display yes yes yes Mobile Clie
40. ction Call icisatsanenansiarisanecaiaamsariersasarens 61 6 Frequently Asked QUGSTIONS sidacvicesaxatenssuasinrieadnsnides oxataansmanmnensseevenian 62 6 1 Installation Configuration and LiCenceS ssssrssrrrserrrrrns 62 6 2 Operator Console and Visitor MONItOr ccccccceeeeeeee eee eeeeee 71 6 9 COGS ricsaice rien ecsenaciaausessiaseiaasecetdxtsannuaiieis EEE 78 6 4 PISCE NANG o US esnie Eaa E E a 80 Publisher and Copyright Visisoft OHG Kr peliner Str 21 18055 Rostock Germany www yalst com support yalst com All Rights reserved Authors Revision Note Dr Andreas Beckmann and Dr Markus Jasinski 9 3 20150317 The screenshots may differ from the actual screen outputs because of short term updates of the software yalst LiveSupportTool User Manual 3 1 Introduction 1 1 What is the yalst LiveSupportTool The yalst LiveSupportTool is a 1 1 advisory service software allowing visitors to interact with the web site owners via text audio video based chat sessions Live Support Using the yalst LiveSupportTool a new level of interactivity with your visitors becomes possible Instead of communicating with your customers through web forms or e mail you can approach customers directly and support any questions they have Assisted by the real time monitor and various statistical evaluations you will be able to understand the behaviour of your customers a lot better Using visitor profiles you can re
41. d The service and maintenance agreements are available for the Professional and Business Edition We are happy to support you in the Hosted as well as the Download Version e via phone e via e mail e naturally via Live Support chat Our customers speak highly of our support and that is a obligation to us to support you in installation and operation of our Live Support products at the best We are there for you Are there special conditions or pricing for non commercial use No That might sound brusquely to you but there are three reasons for that In the first place we are like any other business company which depends on the revenue That allows the further development of the product for the benefit of all our customers yalst LiveSupportTool User Manual 64 Furthermore the prices of our software are at the bottom of the price range for comparable solutions And lastly the Hosted Version of the yalst LiveSupportTool generates costs for servers and traffic where in particular the high end functions like real time visitor monitoring and active proactive chats cause intensive data traffic But The 1st Operator of the yalst LiveSupportTool Basic Edition in the hosted and download version is completely free This version can not be ordered directly because the normal Trial Version and the Test Access will change after the testing period automatically into the Basic Edition with only 1 Operator Terms and conditions apply offer and se
42. d visit is taking place due to a recommendation VA 7 fr conversion tracking event happened yalst LiveSupportTool User Manual 34 active chat session declined in the past 24 hours A PB symbol in the visitor s detailed information page means that this visitor is using popup blocker software The S symbol on the other hand means that a Skype installation Internet telephony VoIP was detected Visitor Actions All actions are triggered using the Chat button of the respective visitor in the monitor Visitors Actions are not available in the marketing mode Active Chat Layer You may invite a visitor to a chat session using a HTML layer cannot be blocked by the visitor s browser The initial chat message of the operator should be set in the multi purpose input field prior to the chat session invitation Optionally a greeting message for the invitation layer can be placed in front of the chat text separated by a symbol Otherwise the system will use the default greeting message Message This action open the messaging window on the visitor s client The messaging window can display text has to be entered in the multi purpose input field show an image linked to the chat query window and can thus be used as a graphical chat invitation image dimensions need to be 300x200 pixels URLs have to be entered fully into the multi purpose input field or show an arbitrary web page output size is restric
43. domain you will have to purchase another yalst LiveSupportTool package quantity discounts are possible This licensing applies to both the Download or the Hosted Version For every web site domain in which you like to integrate yalst LiveSupportTool a separate license is required I need a special function which is not included in the yalst LiveSupportTool Can you help me Sure Because we developed the software ourselves from the very beginning we are able to integrate almost any add on into the software Please contact us and we will search for a suitable solution for your problem Basically there are two possibilities 1 We may find the function beneficial and of general interest Then this feature will be integrated in any of the next versions of the yalst LiveSupportTool and you will pay the normal prices However the realization can take a while 2 We submit you an individual offer to develop a special version of the yalst LiveSupportTool to suit your needs on a project basis What product support do you offer Customer support is very important for us In the Hosted Version of course it is included in the yalst LiveSupportTool without any surcharge The Download Version has a free support available for 90 days after the purchase To employ the Download Version of the yalst LiveSupportTool efficient and future proof even after the first 90 days the conclusion of a service and maintenance agreement is recommende
44. e displayed given that you successfully installed the software In order for this button to be displayed on your web page only if an operator is available it is necessary for operators to confirm their availability If the operator fails to confirm his availability he is logged out automatically by the system after an inactivity period of 60 minutes default value It is possible to re configure the time period in the settings section Ten minutes before the time expires a warning appears in the form of a popup window and possibly an audio warning which can be configured The availability can be confirmed using the green button flashes green red short before the time expires Is it possible to display additional self defined data in the visitor monitor Yes this is possible and we actually offer two different possible solutions The first solution we describe as advanced monitoring In order for you to take advantage of this solution you need to define a JavaScript variable named y_extra on your web page The variable s value can be set using JavaScript or a server side script language such as PHP or Perl The variable s value is then added to the visitor monitor s display Example lt script language JavaScript gt lt b gt var y_ extra document title gt lt script gt In this case the document title the output between lt title gt and lt title gt of the web page currently viewed would be displayed
45. e logo header graphic in the visitor windows e chat buttons buttons that appear on your homepage and route visitors to the Live Support What is the Whitelabel Version A Whitelabel Version is a yalst LiveSupportTool with a neutral appearance Basically the copyrights at the bottom of each yalst LiveSupportTool window are missing in this version of the software You even have the right to design these lines yourself There are no differences in functionality between the Standard and the Whitelabel Version Whitelabel Versions are available for the Hosted and the Download Version of the yalst LiveSupportTool Professional and Business Editions For this option we claim an additional charge because of the loss of the advertisement effect for details see the appropriate order pages Can I use one yalst LiveSupportTool package on multiple domains No That is not possible because of technical and legal licensing reasons From a technical point of view the visitor monitor will not work correctly when one yalst LiveSupportTool is integrated in several web sites with different domains There is no possibility to distinguish on which of the web site the visitors really are Furthermore the access statistics will be ambiguous and not meaningful In addition for legal licensing reasons the use of one yalst LiveSupportTool package is yalst LiveSupportTool User Manual 63 only allowed on one web site domain For every further web site
46. e that will be remembered by the system That would allow you to e g set the multi purpose input field with your favorite phrase Some of the settings will not be applicable until you log on to the system as an operator again Filter This is where you have the option to only display certain visitors in the visitor monitor For example you could display only visitors that are from a specific country Messages This section displays all messages that an operator has received from other support staff members Sent messages are available in this section as well All messages are saved for 90 days yalst LiveSupportTool User Manual 40 Password This is where you can change your operator password Please make sure you choose a safe password This will protect the Operator Console with all its features from unauthorized access In order to change the password you will need to provide your current password once as well as the password you want to change to twice Phrases An operator does not have to rely on the default phrases e g pre set phrases for the chat area but can define additional custom phrases as well To do this each phrase has to be entered in a separate row of the input field The phrase length cannot exceed 400 characters There is a list of placeholders that can be used within phrases which will be replaced with real data at runtime e g n will be replaced with the nickname of the current chat visitor yalst Li
47. eElement Script script src http en livesupportserver de yalst yalst js php site xxxxx x button no amp y span id spanID anchorElement parentNode insertBefore script anchorElement HO gt lt script gt lt End of LiveSupport Integration Code gt The parameter button no prevents a Live Support button from appearing in the pages of the main frame as the Live Support button is already appearing in the navigation frame Nevertheless all pages with integration code are monitored by the software pure monitor integration The parameter count no in the navigation frame disables navigation page requests to be counted because the main frame page has already been requested parallel to the navigation page pure button integration 2 4 Multiple Integration in One Page If you want to integrate two or even more support buttons the visitor monitor would get confused due to duplicate data collection In order to avoid this you can integrate the additional buttons like this the additional parameter count no is crucial in this case lt LiveSupport Integration Code always use HTML code generator to create gt lt script language JavaScript type text javascript gt lt be function var spanID Math random toString document write lt span id spanID gt lt span gt var anchorElement document getElementBylId spanID var script document crea
48. ecial code for each web page On the other hand it is also possible to set a page title by defining a JavaScript variable y_pagetitle The definition has to occur before the integration code of the visitor monitor as the value of y_pagetitle is examined in the monitoring code Example lt script language JavaScript gt SSS var y pagetitle Contact fl ar gt lt script gt Can I generate FAQs with the yalst LiveSupportTool software In order to serve customer questions even if the Live Support system is offline it is possible to install a FAQ section for your web site using this software Furthermore in the online case the FAQs can ease the operator s workload by answering standard questions The FAQ section can be integrated through the Live Support window greeting login contact form and offline status message and or separately please use the HTML Code Generator in this case yalst LiveSupportTool User Manual 83 The FAQs can be added separately and independently for the first and secondary language if configured Visitors can search the FAQs and request to receive specific articles by e mail Also visitors are able to rate the articles An evaluation regarding rated articles is available in the Operator Console at the Analyses and Statistics section The FAQ can be entered in web browser based forms in the yalst LiveSupportTool Customer Area No programing knowledge is necessary to doing so Any structur
49. ed Click on the nickname to view details about the visitor as well as the actual chat messages processed during the session The computer name or IP address is displayed in brackets On the right hand side the nickname of the operator is displayed that accepted the chat request initiated or rejected the session The flag symbol on the right outer edge stands for the language used during that chat session In the second row at the left hand side the date and time of when the chat session initiated is displayed Right next to that is a description separated into the parts with a slash The values stand for the number of chat messages from the operator the visitor and the duration of that session in minutes A following the description means that notes were saved off for the specific chat session These notes can be edited in the detail view click the nickname of the visitor In some cases if necessary you will see a display indicating whether the chat was initiated actively per auto invite or if the chat session was rejected by the operator With the Delete button it is possible to delete the chat session from the database Attention This action cannot be undone With the Search button it is possible to search through available chat sessions You can search through chat messages or notes as well as for specific visitor or operator nicknames 4 3 The Analyses and Statistics Window The Analyses and Statistics section in the Operato
50. eration at least one operator needs to be configured as it is not possible to login to the Operator Console with the login details of the Customer Area yalst LiveSupportTool User Manual 25 3 9 Settings The settings part of the configuration area is by far the most extensive one with hundreds of different settings for design and functionality of the yalst LiveSupportTool Most of them have reasonable default settings and have not to be changed at all but all the design settings including the selection of the Live Support buttons you may find here as well for changing Logo http www rostock digital com images yalst com Preview Select Upload appears in the header row of the chat or other visitor windows can be left out if the default logo is to be displayed GIF JPEG or PNG format at most 550 x 64 pixel width x height specify full URL to the picture e g http www example com logo jpg hint you can use the buttons to choose a file from our library upload a local file or enter the URL of a file on your webspace into the input field Support button online http www rostock digital com images yalsthp_on Preview Select Upload GIF JPEG or PNG format specify full URL to the picture e g http www example com button online png hint you can use the buttons to choose a file from our library upload a local file or enter the URL of a file on your webspace into the input field For
51. erent parts of the configuration area explained in the sections above a link to the configuration of the API can be found Using the programming interface API application programming interface it is possible to access the Live Support remotely from your web sites scripts in order to e g query information or add registered users The interface is implemented as a so called web service and uses the XML RPC specification to exchange information In order to secure your Live Support data you require a password to access nearly all API functions You can set the password at this special page If no password is set accessing the API is not possible Please see section 5 of this user manual for all the details yalst LiveSupportTool User Manual 28 4 The Operator Console The Operator Console is the main component of this software All online consultants operators see above logon here whereafter the Live Support system is online The Operator Console offers a various number of features such as accept chat requests queries and invite visitors to chat e view all statistics e read and search previous chat sessions e chat with other support staff members operator chat e configure operator specific settings One of the most important functions is certainly the visitor monitor which is updates constantly to display a list of the currently present visitors of your web site Visitors coming from an operator address are printed in
52. erver If no entry is made the access may occur from any IP address of course a password is still required The interface is defined as a so called web service and uses the XML RPC specification to transfer data Implementations are available for all the common programming languages such as AppleScript ASP C C Cold Fusion Delphi Kylix Java Microsoft NET Perl PHP Python Tcl Details to the specific implementation should be taken from the respective documentation For PHP we suggest this easy to use library http keithdevens com software xmlrpc You can access the API interface using the following URL http en livesupportserver de yalst api php only when you using the hosted solution for the download version please use the domain of your yalst LiveSupportTool installation instead of en ivesupportserver de The programming interface will be expanded in the upcoming versions and currently supports the functions mentioned below yalst LiveSupportTool User Manual 52 5 1 Overview of available functions The following functions are available system getVersion determine Live Support and API versions system isOnline checks if your Live Support system is online system isBusy checks if your Live Support system is busy system isDeptOnline checks if a specific department of your Live Support system is online system isDeptBusy checks if a specific department of your Live Support
53. ettings are explained in detail in section 4 6 yalst LiveSupportTool User Manual 32 One click on the site number opens a new window with the following sections e departments e exclude include browsers operators e registered users server time e user dictionary e whois tool In the third column the number of online visitors is displayed the number in the fourth column is a counter for the remaining characters of the multi purpose input field at the bottom all the way at the right hand side you can find a clock displaying the server time all time data within the software relate to the system time of the underlying Live Support server Overviews Operators operators marked red are inactive see above it is possible to send other operators a message using the Message button in order to send a message it has to previously be typed into the multi purpose input field at the bottom Requests chats hover the mouse above the visitor s nickname to view the message history of the associated chat session in the Operator Console at most the last four messages will be displayed Transfers the new operator has to take over the chat session using the displayed button hover the mouse above the visitor s nickname to view the message history of the associated chat session in the Operator Console at most the last four messages will be displayed Monitor You may hover the mouse above the visitor s computer name to display a va
54. fied by a sound signal if the operator has finished his contribution Prerequisites Your browser must be configured to play so called WAV files e Print the output area e Geta online help After the chat the visitor has the possibility to get a record of the chat via e mail or rate the operator yalst LiveSupportTool User Manual 4 8 The Chat Window of the Operator The chat window is made up of five sections e Status bar e Output area e Typing display Input area Button bar Chat with John Doe Windows Internet Explorer 17 17 h local time of chat partner 17 17 am your operator for all information about the yalst LiveSupportTool How may I help you John Doe 17 18 ee question about your product 2 a eeen apaa meg OQOGOOOGCOQOO0OOQOOOQO 45 yalst LiveSupportTool User Manual 46 The output area displays the chat progress of the current session Your messages are prefixed with OP in red while the visitor messages are displayed in green In both cases the time of when the respective messages were sent received is displayed in gray as well Party is typing Between the output area and the input area is a row that notifies you whether or not the visitor is typing a message as well as the currently typed message That way you can already formulate a customer response while the visitor is still typing his message The visitor is notified in the same manner if you are typing with the excepti
55. g text Rate 20article 200r 20send 20to 20a 2Ofriend if no character sequence is substituted a default text value will be used only FAQ articles that have their access rights set to all can be read by this function Description Parameter Result Description Parameter Result resolve country code into the connected country name site string API password string two digit country code string country name string convert UNIX timestamp to a human readable date site string API password string UNIX timestamp integer array day day of the month string day2 day of the month possibly with a leading zero string month month of the year string month2 month of the year possibly with a leading zero string year year in 4 digit value string year2 year in 2 digit value string hour hour string hour2 hour possibly with a leading zero string minute minute s string second second s string Hint it is possible that the programming language you are using already offers a similar function e g the case in PHP in this case do not use the API function due to performance issues yalst LiveSupportTool User Manual 61 5 3 Example of an API function call Using the system isOnline API function the function call as well as the server response can be demonstrated using the XML RPC specification Function Call lt xml version 1 0 gt lt methodCall gt
56. her web servers but in that case we cannot guarantee flawless operation product support is only available for installations using the apache web server If you want to take advantage of the SSL support integrated into the yalst LiveSupportTool the domain at which the yalst LiveSupportTool is installed needs to support SSL as well alternatively you may use a so called SSL proxy Standard web server ports 80 for unencrypted and 443 for encrypted pages must be used for the yalst LiveSupportTool In order to use the VNC based remote assistance administrator privileges are required on this machine to install a repeater service daemon The repeater package contains 32 and 64 bit binaries for Linux and the source code in order to build the repeater for other systems yalst LiveSupportTool User Manual 65 For audio and video chats you need to install the Wowza Media Server Pro http www wowzamedia com on your system This normally requires a dedicated server and administrator powers on that machine Alternatively we offer a streaming service on a monthly rental basis In this case no third party software is needed on your server Please visit our Customer Area for more information MySQL Our software requires a working MySQL database http www mysql com Irregardless how many licenses you are using all information will be saved in one database Currently the only supported database is MySQL The eldest MySQL database version that our sof
57. hey are about to be removed from the monitor list within the next 60 seconds Visitor entries marked dark gray have been surfing your web site for a longer time period than the defined interval Visitor entries marked in red have definitely left your web site these entries remain in the list another 1 to 5 minutes depending on how much time the visitor spent on the web site previously The M button next to a visitor entry can be used to mark that entry Marked visitors are displayed in bold font and are easy to keep track of if a marked visitor enters a web page that is being monitored by the Live Support system it is possible to play a notification sound you can unmark an already marked entry by using the M button the buttons labelled with numbers such as e g 2 3 can be used to open the visitor s currently browsed web page or view the visitor s clickstream the first number stands for the current number of page impressions during the current visit the second number stands for the total number of visits on your web page using the F button the form monitor for this visitor can be accessed meaning of character symbols following the visitor s IP host name address shopping cart data available visitor is a registered user I visitor has chat query window opened visitor has contact form opened visitor has FAQ window opened visitor is in the registered user area visitor started a download visitor has a popup window opene
58. his logout function instead of just closing the window as you will still be logged in offering Live Support otherwise Chat History new window details about completed chat sessions including a session history that can be searched as well stored chat sessions can be sent via e mail Analyses and Statistics new window extensive analyses and statistics on many sub pages covering the following topics visitors including FAQs clickstreams contact forms and marketing chats conversion tracking FAQ s queries and search terms campaigns clickstream analysis contact forms overall or monthly overview as well as referral pages marketing events overall statistics monitor data covering data about browsers screen resolution plugins and tracking data provider and home country related data page ratings page recommendations tell a friend search terms what terms were entered in the big search machines to find and access your web page referrer what web pages do the visitors come from and page impression analysis monthly weekly or hourly overviews page overview download and link statistics external and direct access trend analysis and advertising value FAQ Knowledge Database new window this is where you can access the FAQ section frequently asked questions of your web site operator restricted entries will be visible as well this window can be opened from within a chat session it is then possible to transfer p
59. ing into sections and subsections can be made Various formating possibilities are available URL s e g http www yalst com will be automatically shown as links Links to the Live Support chat are also possible In the Operator Console you can learn how often a FAQ article has been seen and how your visitors rated the articles An overall as well as a single visitor statistic is provided Even the search terms in the FAQ search are logged Graphics can be inserted in FAQ articles Can I configure the contact form Using the contact form every web site visitor can let you know about any concerns or wishes in the case of the Live Support system being offline The form s content will be sent to the e mail that you specified in the settings section subsection domains e mail and transcripts The user defined fields help make your contact form individual By default only the fields name required field for the name of the visitor e mail address can be toggled off see below and message multi line input field are displayed Other additional fields displayed between e mail address and message can be defined You can adjust the ordering of the fields to your wishes Text lines may be included This lines are not fields but rather used to structure the contact form e g for explanations Optionally you can integrate a registration for an already existing newsletter into the contact form What are Registered Users
60. is an array the field type specifies the type of result category category article article new new article top most popular article only FAQ categories that have their access rights set to all can be read by this function Description get a specific FAQ article Parameter site string API password string article number integer visitor ID integer OR cookie value YALSTSESSION of the visitor string OR 0 integer Result array category name of the current category only if category number isn t 0 string pid number of parent category only if category number isn t 0 integer cid number of the category in which the article is listed integer yalst LiveSupportTool User Manual 60 misc getCountry misc getDate question title question string lastmodified UNIX timestamp of the last update made to the article integer answer text answer including HTML tags string link link to the specified article in a popup window e g to use the rating function Hints the article number can be retrieved using the function faq category if a visitor ID or a cookie value is specified a respective entry will be generated for the FAQ statistics to prevent that specifiy 0 as value UNIX timestamps can be converted using the API function misc getDate the link value has a character sequence text which can be modified with character sequence substitution in order to add a link text e
61. isitor details page displays whether or not the currently selected marketing event has been previously executed for the respective visitor result analysis is to be found in the Analyses and Statistics window see above it is also possible to access that same window using the MA button of the respective visitor Graphical Smileys The smileys are displayed for the operator or the visitor during a chat session To use a graphical smiley you need to enter one of the character sequences listed in the following table Cee eee 00000090090 BG cO O amp to 9 or or f i gt or i gt or 0 or O or o or O 77 or 7 p or Por p or P or ror r or or o_ yalst LiveSupportTool User Manual 36 1 0 l b d or b b p q or q q or 4 2 The Chat History Window This window displays a list of previously completed chat sessions The total number of entries per page is ten If more entries are available respective navigation buttons will appear Each chat is displayed in two rows The color codes at the left hand side indicate the status of the chat session The color is green if a session could be established yellow if chat messages were exchanged solely from one party or red if no chat messages were exchanged at all The color is dark green in the case of audio or voice chats In the first row on the left hand side the nickname of the visitor is display
62. ith minor connection instability issues on the client s side a certain amount of time has to pass until a chat session is terminated automatically The timeout value is usually about a minute What is the icon typing display on typing display off in the chat window of the operator used for As an operator it is possible to see what the chat partner visitor is typing given the output is enabled in the settings section This feature allows the operator to reduce response times as it is possible to anticipate the upcoming question direction of the visitor s upcoming message In this case if the operator would already start pre typing up a response the visitor might get confused by the notification party is typing possibly making the visitor wait for the operators response To avoid such a situation it is possible for the operator to temporarily toggle off the typing display with the typing display off icon yalst LiveSupportTool User Manual 80 6 4 Miscellaneous What is a campaign Using the visitor monitor of this software it is possible to track the success of the marketing campaigns of your web page A marketing campaign could be for example a banner or a text ad at a search engine or a web portal To make a visitor coming from such a banner visible and thus trackable the destination URL of your banner should not be your web page address but a special Live Support address This special URL is displayed in the config
63. iveSupportTool installation instead of disabling the blocker altogether Most of the popup blockers offer features that allow you to define such an exception list Attention Popup blockers can be resident in web browsers toolbars desktop firewalls and other security related software products yalst LiveSupportTool User Manual 71 6 2 Operator Console and Visitor Monitor What is an operator Operators are part of the support staff that supervise your Live Support system In order for the software to authenticate them login details are required That way you can be sure only authorized people will offer support on your web site Here is where the login details are assigned to the respective members Can operators have different permissions Members of the support staff can have different permission levels assigned to For example you have the option to prohibit chosen operators access to previous support chat sessions The possible permissions for any operator in detail are HONGE srrerenreririiinont t nia iexncstexeadderes has none of the described permissions C aeioienenpi na iaa EEN is allowed to host active chat sessions CR is allowed to read along running chats from within the Operator Console ED aera is allowed to delete conversion tracking events FID suv ecgnewnekdevewbeedememeuas is allowed to delete chat sessions in the history HI sarino anoe E EEE ERES is allowed to view the chat history IL sinaoni Gouden is all
64. k case yevent_chatrunning add code for operator joined chat event break case yevent_chatend add code for chat terminated event break default add code for unkown events JavaScript API include START function messageEventHandler var browser function var s navigator userAgent toLowerCase var match chrome w exec s webkit w exec s opera version w exec s msie w exec s compatible test s amp amp mozilla rv w exec s return name match 1 version match 2 o shouldSendViaLocalStorage function return this name msie amp amp parseFloat this version gt 9 0 this name chrome shouldUseJavascriptHandler function return this name msie amp amp parseFloat this version lt if browser shouldSendViaLocalStorage browser shouldUseJavascriptHandler var eiFrame document createElement iframe eiFrame sre https en livesupportserver de yalst eventreceiver html iFrame name yeventreceiver eiFrame style display none document body appendChild eiFrame if window addEventListener window addEventListener message messageEventHandler false else if window attachEvent window attachEvent onmessage messageEventHandler interceptLiveSuppo
65. lang chat language used in last chat session string blocked true if visitor is banned boolean ctcount number of conversion tracking events integer ctlast UNIX timestamp of last conversion tracking event integer idenycount number of rejected chat invitations integer idenylast UNIX timestamp of the most recent rejected chat invitation integer Hints as the visitor data is updated only when the Live Support button is loaded the data retrieved is usually that of the previous page access UNIX timestamps can be converted using the API function misc getDate the username of a registered user can be retrieved using the API function reguser getUser the country names associated with country codes can be retrieved using the misc getCountry API function Description retrieve tracking data of a visitor Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string Result array id visitor ID integer sum number of results that will follow integer n number running from 1 to sum array field field name string value value string timestamp UNIX timestamp of the last change made to this data set integer Hints as the visitor data is updated only when the Live Support button is loaded the data retrieved is usually that of the previous page access UNIX timestamps can be converted using the API function misc getDate Description locate a visito
66. ll as window accesses trend analysis and advertising value Page Ratings analysis of the web page rating function in case it is used on the web site Search Terms and Referrer what search terms using larger search engines make visitors surf to your web site through what sites are they referred Tell a Friend analysis of the web page recommendation function in case it is used on the web site Visitors single visitor overview can be sorted by various criteria searchable browser details yalst LiveSupportTool User Manual 38 home country and provider clickstream page impressions marketing and FAQ statistics on a single visitor level edit remarks un marking and un blocking possibilities As an example the visitor statistics window is explained in the next chapter 4 4 The Analyses and Statistics Window Visitor Statistics Visitors listed on this page are predominantly those that have cookies enabled in their browser settings which is usually the case Cookies can be used to save data locally on the computer of the browsing visitor which allows us to recognize that visitor on every visit Those visitors that have cookies disabled in their browser settings are displayed in gray and removed from the list after 24 hours automatically In every case all types of visitors are considered by the page impression statistics You can sort the visitor list by a variety of criteria You can save remarks about each visitor or edit
67. lla Seamonkey or Mozilla Firefox if these browser types are not available the URL push can be initiated from the Operator Console as described below Example http www google de Using the Operator Console it is possible to redirect visitors to another web page if a Chat or Push button is appended to their entry in the visitor monitor To achieve this the URL of the new web page needs to be entered into the multi purpose input field yalst LiveSupportTool User Manual 75 The selection field next to the input field needs to be set to URL push unless you are chatting with the visitor Now click the Chat or Push button next to the visitor you want to redirect Attention If the new web page is not part of the Live Support system the visitor will be lost from the monitor Why is the suspected home country for an IP address using the AOL Internet service provider always USA In order to assign a home country to an IP address the software uses a database to calculate what home country the respective IP address machine readable computer address has been registered at Every web access through the AOL network America OnLine is routed through a central node in the USA That is why AOL customers from other countries will appear as if they were American What does the probably identical to xxxxx display in the visitor monitor mean If the browsing visitor does not accept so called cookies which are used to save d
68. mprove customer response time especially during frequently asked questions or at the start or end of a chat session am pleased to answer your question r Q nt Ss E onore upper case e g The multi line input field is for regular chat messages The black button on the left clears the input field if text is available The P symbol on the left populates the lower input field with the next phrase in case you want to send the chat visitor a modified phrase The visitor might use the smiley icon to choose from a selection of graphical smileys as frequently used in chats to express emotions SST O0O0O00000 W pee e MISS w w Textual smileys are automatically replaced by this software with graphical smileys The following table shows the character sequences which will be converted to the above smiley symbols or or rf i gt or i gt or 0 or O or o or O i OF p or P or p or P or r or ir or or o_ 1 0 l l b d or b b yalst LiveSupportTool User Manual 48 p q or q q or A green dot on the lower right indicates whether or not the visitor still has the chat window opened If the dot is red this means that a longer period of time has passed since a signal was received from the visitor s chat window Should the dot be red for more than a minute short term Internet connection disturbances are always possible the chat session i
69. ness Edition It can even be converted into any edition of the regular Download Version without re installation After ordering you will receive a new product and license key and all your settings you did during the trial period will be resumed Even the installation of the Trial Version and any Edition of the yalst LiveSupportTool is analogue Hence during the installation and testing process you can get an good impression of the capacity and performance of our software and can be sure that all the functions of the yalst LiveSupportTool work on your server If you decide to buy another version than the Business Edition after the trial period it is possible that you will loose some important features Does the yalst LiveSupportTool need its own database We recommend to use an own separate MySQL database for the yalst LiveSupportTool If you utilize a database which is already used by other programs or scripts it can happen that during the yalst LiveSupportTool installation tables will be erased or rewritten if the names of the existing and the yalst LiveSupportTool tables are the same The following tables will be created during the yalst LiveSupportTool installation alarm assignments assignments2 bsessions campaigns campconv camplog campsess carts chat chatform yalst LiveSupportTool User Manual clickpaths cobrowse contact contact_log ctlog customers dbhistory deptlog depts dict engines extlog faq faq
70. ng your site through campaigns on a daily basis A well arranged campaign statistic is generated for you available in the Operator Console Analyses and Statistics section The statistics for specific campaigns can be made visible to chosen registered users in order to operate an affiliate program Every time a conversion tracking event of a campaign visitor is detected e g a yalst LiveSupportTool User Manual 22 transaction or subscription the event will be logged for the statistics That way it is possible to measure the success of a campaign note in order to detect conversion tracking events it is necessary for you to add special integration code on your web site referr to HTML Code Generator 3 3 Contact Form Using the contact form every web site visitor can let you know about any concerns or wishes in the case of the Live Support system being offline The form s content will be sent to the e mail that you specified in the settings section Subsection domains e mail and transcripts The user defined fields help make your contact form individual By default only the fields name required field for the name of the visitor e mail address can be toggled off see below and message multi line input field are displayed All additional fields displayed between e mail address and message can be defined Using arrow keys displayed on 2 fields and more you can choose the ordering of the fields Name type Req
71. nnnnnnrnnrnrrrrreeresssrsrennne online help Wiall SAGUIESS gt sciieeieacsctvssuwnnaiswaideadruer neasudaneese send transcript via e mail MSg lt OP gt lt MESSAGE gt cce cece eee send message popup to an operator AONNE ssasreonaitvnivnsiediatiaanescetasammasiaminieussniaane print message history quit text leave operator chat and output text if necessary yalst LiveSupportTool User Manual 39 J CNG OPS onare iaa aE Ek alarm operator via ringtone OP lt text gt or OP lt text gt private message within the operator chat 4 6 Operator Information Settings and Messages If you click on your user name in this gray info line you will be redirected to a multi page dialog window that will allow you to change the operator information individual settings and additional custom phrases and more This page is made up of seven sections OVERVIEW e Color Marks e Default Values e Filter e Messages e Password e Phrases OVERVIEW This is where you can find details about the operator his name and picture as well as a current info line in the visitor chat window and the department affiliation Color Marks You can use the color marks to highlight visitors in the visitor monitor window as well as the option to label visitors with a two character marker that were referred to you from a specific site e g Google Default Values As an operator you can specify personal preferences for your Operator Consol
72. nt no yes yes Web Client no yes yes Visitor Monitoring Visitor Monitor Visitor Recognition yes yes yes Visitor Localization no yes yes Whois Tool no yes yes Visitor Notes no yes yes Web page and Relevanz based Alerts yes yes yes Alarm Messages no yes yes Clickstream Display yes yes yes Form Monitor no yes yes PopUp Monitor yes yes yes Download and Link Monitor yes yes yes Visitor Relevance Display yes yes yes URL Push no yes yes Filter Functions yes yes yes Color Frame Marker yes yes yes Referrer Color Marks yes yes yes Advanced Monitoring no yes yes Tracking Data no yes yes Chat Functions Visitor Initiated Chats yes yes yes vCard Download from Chat window yes yes yes Chat Alerting yes yes yes SSL Encryption yes yes yes 1 in the Download Version the geodata interface has to be present 2 in the Download Version the gwhois interface has to be present yalst LiveSupportTool User Manual Feature Basic Professional Business Simultaneous Chats yes yes yes Typing Input Display yes yes yes Preview Function Spelling Check User yes yes yes Dictionary Chats in Secondary Languages yes yes yes Phrases yes yes yes Answer Wizard no yes yes Operator Initiated Chats no yes yes Active Chat Session Auto Invite Visitors no yes yes File transfers no yes yes URL Push yes yes yes Plugin Free Cobrowsing no no yes Audio Video Chats n
73. o offer a multilayered support An internal operator cannot receive chat session requests directly from a visitor but only indirectly through accepting a chat transfer from another operator which is the reason why internal operators are not notified of chat session requests It is possible though to initiate active chat sessions as an internal operator Note If only internal operators are logged in the Live Support system is offline That is why you could implement for example a second level support populated only by internal operators These internal operators could then for example only be queried if complex problems arise instead of having their time wasted on regular customer support issues What are page titles By default the visitor monitor and all statistic related pages will display the file name of the browsed web page Defining a custom page title is reasonable if the file names URLs of your web pages are not very meaningful This can be the case with a lot of content management systems or shop systems for example The page titles are usually defined in the integration code which can be influenced using special options in the HTML Code Generator It is also possible to define page titles automatically using the HTML page title the text displayed on the top bar of most browsers In order to do this add auto as the page title in the code generator The benefit of this method is that you don t need to integrate sp
74. o yes yes Skype Integration no yes yes Observe Chats yes yes yes Chat with 2 Operators no yes yes Souffleur Function yes yes yes Chat Comments no yes yes Chat Notes no yes yes Smileys yes yes yes Rating Function yes yes yes Operator Photo Info Line yes yes yes Operator Re Entry yes yes yes Marketing Funktionen Text Messages no yes yes E Mail Newsletter and no yes yes Advertisement Campaigns Conversion Tracking no yes yes Affiliate Program no no yes 3 in the Download Version the domain has to be SSL enabled 4 inthe Download Version the aspell interface has to be present yalst LiveSupportTool User Manual Feature Basic Professional Business Marketing Tools Surveys Banner no yes yes Ads Interface to Newsletter Systems no yes yes Operators Support Staff Number see above Gradual Operator Permissions yes yes yes Individual Operator Settings yes yes yes Operator to Operator Messages yes yes yes Operator Chatroom yes yes yes OpChat2Go no yes yes Operator Priorities no no yes Inactive Mode yes yes yes Busy Mode no yes yes Internal Operators for Second Level no no yes Support Auto Logout yes yes yes Remote Logout yes yes yes Operator Login Statistics no no yes Departments Departments no no yes Hidden Departments no no yes Registered Users Registered Users with Password no no yes Secured Area Ch
75. ode it is strongly suggested to test the requirements using our test script or the Trial Version Public IP Address Domain Our software only runs on web servers that are available through a public IP address In other words not within private networks intranets An exception to this rule is the Free Edition and Trial Version which can also operate using the local network interface localhost IP address 127 0 0 1 in case you have a web server and database installed on your local PC You have to use an Internet domain for installation only an IP address is not sufficient Servers that keep changing their IP address are not supported e g systems using services like DynDNS yalst LiveSupportTool User Manual 66 Note If you have your own Linux server root server available to install the yalst LiveSupportTool on and have admin permissions as well you will be able to meet the requirements in any case You might need to install software packages or make some changes to settings but that is usually not an issue It should be noted that our software also works with most normal web space packages What is the difference between the yalst LiveSupportTool Trial Version and the regular Download Version The Trial Version is a normal Business Edition all features 3 operators limited to 14 days of usage From a technical point of view there is no difference in functionality between the Trial Version and a regular Busi
76. olume can be 0 an integer or a floating point number with two digits after the decimal point Description add edit or delete tracking data of a visitor Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string field max 20 characters string value max 100 characters string Result visitor ID integer Hint if the field name already exists in the tracking data of the respective visitor its value will be updated if you suffix the field name with a character e g search_term the field s value won t be updated but instead a series of incrementing field names will be generated e g Search_term_001 search_term_002 at most 1000 of such entries can be possibly generated if the value specified is a single negative character the specified field will be deleted specifying a star as field name will delete all tracking data of the respective visitor by specifying other characters in front of the star e g m will cause only those fields to be deleted that match the same initial character sequence yalst LiveSupportTool User Manual 58 visitor clickpath monitor visitors monitor chats monitor alarm counter total counter today counter since Description add a comment to the clickstream of a visitor Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor st
77. on retrieve number of visitors since a specific date yalst LiveSupportTool User Manual 59 faq category Parameter site string API password string date string Result number of visitors integer Hint the date has to be specified in the format YYYYMMDD Description get a specific FAQ category faq article Parameter site string API password string category number integer language string Result array category name of the current category only if category number isn t 0 string pid number of parent category only if category number isn t 0 integer categories number of sub categories of the current category integer articles number of articles in the current section integer new new articles max number can be specified in FAQs integer top top articles articles with most accesses max number can be specified in FAQs integer sum number of events that will follow integer n number running from 1 to sum array type type of result see below string id category or article number integer name category name or question string Hints this function gets the subcategories and articles of a specific FAQ category which is defined by a number passed as parameter specify a O for the top level category the parameter language has to be either 1 for English or 2 for the secondary language that can be optionally configured the most important return value
78. on that no information about the message content is visible to the visitor The input area is comparably complex In the upper part information about the visitor you are chatting with is made available The information presented is similar to the visitor monitor Since a visitor is not always displayed in the visitor monitor he could have left the web site leaving the chat window open or for example have visited through an e mail link the most important details are displayed in the chat window as well For lack of space the visitor details are displayed on two pages that can be toggled between using the More and Back buttons The flag symbol stands for the requested language of the chat session The language is determined by the visitor at the beginning of the chat session The actual input area is made up of three areas which can be reached via their corresponding buttons em File transfer Durchsuchen lt 1 MB T In the area Data transfer you can select a file from your hard disk that is sent to the chat visitor upon clicking the submit button The authorize file transfer icon in the icon bar below enables the chat visitor to transmit files to the operator Download v choose phrases text is ignored F T yalst LiveSupportTool User Manual 47 In the the phrases area you can find canned replys which can be defined in the Customer Area or in the operator settings window of the console Phrases i
79. ost cases the standard code will be sufficient referr to the next section which is placed at the place where you want the Live Support button to appear There is numerous other useful integration options available which can be utilized with the easy to handle HTML Code Generator referr to the section 2 2 2 1 Standard Live Support integration in your web site Integration in your web site is very easy simply add the following HTML codelines to the location where you want your button to appear lt LiveSupport Integration Code always use HTML code generator to create gt lt script language JavaScript type text javascript gt S function var spanID Math random toString document write lt span id spanID gt lt span gt var anchorElement document getElementBylId spanID var script document createElement Script script src http en livesupportserver de yalst yalst js php site xxxxx x amp y span_id spanID anchorElement parentNode insertBefore script anchorElement HO gt lt script gt lt End of LiveSupport Integration Code gt In order to utilize the full potential of this software we recommend an integration on every one of your web pages possible even without a visible Live Support button In the Hosted Version of the yalst LiveSupportTool is mostly http en livesupportserver de and only the site Parameter xxxx
80. owed to edit her his info line IS e is allowed to view his infos and change his settings OC sgoiakan ekee rere is allowed to participate in the operator chat OL is allowed to view operator login statistics and details RU is allowed to edit time credits and affiliate program accounting data of registered users SI x xeusundseouneheneeesendecumaduven is allowed to view Analyses and Statistics VO ea shalttaaennnbsoneiaees is allowed to view sales volumes turnover statistics all siesau ai has all of the permissions described here What is an internal operator You may define some operators as internal e g for second level support That means that the operator will not be notified when a visitor requests a chat But chats can be transferred to internal operators and a normal operator can add internal operators to any chat when he may need help serving the visitor yalst LiveSupportTool User Manual 72 What is special about an operator with B Priority Operators with B priority are notified about chat requests only if no operators with A priority are available There is also a possibility to configure that operators with B priority will be alerted if chat request are not taken over after half of the acceptance timeout is elapsed What is the green availability button in the Operator Console used for As long as at least one operator support member is logged in the configured support button online on your web page will b
81. r Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string Result array id visitor ID integer countrycode country code conforming to ISO 3166 standard string country country string region region string city city string longitude longitude float latitude latitude float yalst LiveSupportTool User Manual 57 visitor remark visitor marker visitor conversion visitor tracking Description edit a visitor remark Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string remarks max 250 characters string Result visitor ID integer Description add or remove a colored frame of the specified color to a visitor in the visitor monitor Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string color 6 character hexadecimal value or none string Result visitor ID integer Description create a conversion tracking event Parameter site string API password string visitor ID integer OR cookie value YALSTSESSION of the visitor string event max 20 characters string comment max 40 characters string sales volume float campaign 2 characters string Result visitor ID integer Hints comment and campaign are optional i e use empty character sequence sales v
82. r Push button next to the visitor you want to redirect Attention If the new web page is not part of the Live Support system the visitor will be lost from the monitor Why isn t it possible to initiate a chat session with every visitor in the monitor The Chat button does not appear next to every visitor in the visitor monitor This can have four possible reasons The browser of the visitor does not accept so called cookies most frequent cause To initiate an active chat it is necessary that a visitor accepts cookies in order to make a necessary unique association e The visitor has already left your web page The status of a visitor is displayed in the visitor monitor by hovering your mouse above a visitor s computer yalst LiveSupportTool User Manual 79 address a yellow information field appears Another operator Support member is already chatting with the visitor e You have set your own status to inactive solution set your status back to active If an active chat request is initiated but still does not take place the visitor probably has left your site The chat request is automatically aborted after a certain amount of time What happens if a visitor simply closes the chat window instead of terminating the chat session properly The software detects automatically if a chat window was closed incorrectly and terminates the chat session on its own In order to prevent this scenario from happening w
83. r Console covers all available statistics although a more graphical and easier to use statistic section can be found in the configuration area The Analyses and Statistics Window has the following main subsections Campaigns overall and monthly statistics about running campaigns yalst LiveSupportTool User Manual 37 Chats overall and single operator statistic monthly and hourly overview at what time of the day are the most queries as well as origin information Clickstream Analysis clickstream search find for example visitors that requested certain pages or were referred by certain sites and statistics as well as broken link reports Contact Forms overall and monthly overview of queries through contact forms Conversion Tracking event overview and history associations with running campaigns turnovers home countries operators referrer and search terms FAQs FAQ accesses and ratings analysis of search queries in the FAQ section Marketing Events overall analysis and statistics of single marketing events Monitor Data overall statistics about browser screen plugin and provider tracking and shopping cart data of the visitors as well as their home countries regions and loyalty Page Impressions monthly weekly and hourly overview of the accesses occuring on pages with Live Support integration single page download and link statistics configurable time frame external auctions e mails and newsfeeds as we
84. rder to define an infinite time credit the value specified needs to be 1 the text parameter is optional but if specified the time credit modification will be noted in the history of the respective visitor does not occur if the time credit is set to infinite or if no modification takes place reguser delete Description delete registered user Parameter site string API password string username string Result internal ID of the deleted user integer reguser getData Description retrieve user data of a registered user Parameter site string API password string yalst LiveSupportTool User Manual 55 reguser getUser visitor getID visitor getData Result username string array id internal ID of the user integer passwd encrypted password string name user information string credits time credit integer email e mail address string Hint the time credit parameter is specified in seconds in order to define an infinite time credit the value specified needs to be 1 Description Parameter Result Description Parameter Result Description Parameter Result retrieve username of a registered visitor site string API password string internal ID of the visitor integer username string retrieve visitor ID site string API password string cookie value YALSTSESSION of the visitor string visitor ID integer retrieve monitor data of a
85. riety of details about that visitor The system is only capable of retaining these information if the visitor has cookies enabled in their browser settings Visitors that have cookies enabled are able to receive an active chat session query If yalst LiveSupportTool User Manual 33 this is the case a button labelled Chat appears after the computer name A greeting message can and should be entered into the multi purpose input field at the bottom There you can also set the type of chat session query It is also possible to send an instant message to a visitor without initiating a full chat session These messages need to be entered into the multi purpose input field as well Using the P symbol phrases can be added to the input field It is also possible to use the multi purpose input field to save off a remark for a specific visitor In order to do this the remark needs to be entered into the input field and the Rem button needs to be pressed The computer name of visitors are displayed in black dark gray and light gray These colors are strongly connected to the values defining certain visitor session duration see configuration in the Customer Area default value is 5 minutes Visitor entries colored black have been visiting your web page within the given interval In order to allow remarks to be added the visitor entry remains listed even if they might have left the page already Visitor entries are colored light gray if t
86. ring comment max 250 characters string Result visitor ID integer Hint comments in the clickstream view are displayed in gray color Description retrieve current number of operators and visitors Parameter site string API password string Result array operators number of logged in operators integer inactive number of inactive operators integer visitors number of visitors integer Description retrieve current number of active chat sessions and open chat queries Parameter site string API password string Result array chats number of active chat sessions integer queries number of open chat queries integer Description show a message in the Operator Console including a warning sound Parameter site string API password string message string sound string Result 1 integer Hints the maximum length of the message is 40 characters the parameter sound can be an empty character sequence this will cause the sound specified in alarms to be used if it is not an empty character sequence please specify a full URL to the sound file maximum 120 characters return value is always 1 on success Description retrieve number of total visitors Parameter site string API password string Result number of visitors integer Description retrieve number of today s visitors Parameter site string API password string Result number of visitors integer Descripti
87. rminate chat session The terminate chat session icon quits a chat session with a prompt for confirmation URL Push URLs Images In case an entered chat message consists of solely web address including the prefix http either a phrase or input field the specified web address is opened ina separate window on the visitor side or in the same browser window that was used to initiate the chat This behaviour can be achieved by prefixing the web address with an exclamation mark If the web address should only be displayed as a link no push the greater than character needs to be prefixed e g gt http www example com If the web address is linking to a picture maximum 300 x 200 pixels in dimension it will be displayed directly in the chat window yalst LiveSupportTool User Manual 50 yalst LiveSupportTool User Manual 51 5 API Documentation Using the programming interface API application programming interface it is possible to access the Live Support remotely from your web sites scripts in order to e g query information or add registered users The interface is implemented as a so called web service and uses the XML RPC specification to exchange information In order to secure your Live Support data you require a password to access nearly all API functions Besides the password it is possible to enhance the security of your Live Support data by restricting the access to a specific IP address e g your web s
88. row that notifies you whether or not the visitor is typing a message as well as the currently typed message That way you can already formulate a customer response while the visitor is still typing his message In the actual input area the visitor may enter his contribution in the text input field located near the center of the chat window maximum 400 characters and hit the submit button powered by yalst D x On the bottom end of the visitor chat window a button bar is displayed Using the icons the visitor might e Change the font size The font size of the text output can be adjusted by using the buttons A and A respectively at the bottom of the chat window e Use graphical smileys The visitor might use the icon to choose from a selection of graphical smileys as frequently used in chats to express emotions Seer 00000900000 22 c00 O amp tO yalst LiveSupportTool User Manual 44 Textual smileys are automatically replaced by this software with graphical smileys The following table shows the character sequences which will be converted to the above smiley symbols or or gt or gt or 0 or O or o or O or p or Por p or P or rorir or or o_ 0 I b d or b b p g or q q or e Activate sound If the visitor s computer is equipped with a sound card and speakers or a head set he can be noti
89. rtTrackingEvent JavaScript API include END gt lt script gt yalst LiveSupportTool User Manual 19 2 8 Starting the Operator Console via Direct Link The Operator Console where support staff members operators need to logon to can be accessed either through this Customer Area or using the following address hint bookmark favorite the link http www domain where yalst is installed com yalst yalst php site xxxxx x The operator name can be preset in the login field if the name parameter is appended please replace opname with the respective username http www domain where yalst is installed com yalst yalst php site xxxxx x amp name opname By adding the password p parameter and the amp autologin true parameter an operator can even be logged in automatically please replace oppasswd with the password of the respective support member http www domain where yalst is installed com yalst yalst php site xxxxx x amp name opname amp p oppasswd autologin true 2 9 Starting the Operator Console directly from your Web Site To start the Operatorconsole directly from your web site the following code has to be included in the header of the page between lt head gt and lt head gt lt script language JavaScript gt lt function open_livechat_op url width height if width width 500 if height height 350 Fpopupwindow open url livechatop xx
90. rvice may be discontinued How many licenses do I need One license of the yalst LiveSupportTool software allows the integration in one web site Hence in the normal case one license is sufficient If you purchase two licenses of the yalst LiveSupportTool Professional Edition you may integrate the yalst LiveSupportTool in two different web sites and can add up to the purchased number of operators to support the first and the same number to support the second web site The yalst LiveSupportTool software includes an integrated customer management if the yalst installation consists of more than one license That enables you to create customers and distribute the licenses to the appropriate customers Therefore you can act as independent Live Support supplier with your own pricing for your customers What are the requirements of my server to install the yalst LiveSupportTool Operating System Our software has been tested on the widespread Linux and Windows web server platforms Most likely our software will run smoothly on other Unix based operating systems but in that case we cannot guarantee flawless operation product support is only available for installations on Linux and Windows machines Web Server Our software has only been tested along with the web server Apache http httpd apache org Apache has a market share of broadly 65 and is thus supported by most of todays web hosts Most likely our software will also work with ot
91. s 80 characters 250 characters 16 Explanations and Example comment is displayed on requests in the chat window of the operator and in the chat history could be used for example to save additional information about the chat partner example var y_comment Customer 34272 additional information is part of the clickstream and will also appear in the visitor monitor example var y_extra current shopping cart value 50 U S deactivate plugin detection example var y_nopid true page title will be displayed in the statistics instead of the URL to the page example var y_pagetitle Contact set a remark for the current visitor the usage of this variable is described in detail under Help FAQs example y_remark Customer 34272 This integration allows an infinite amount of additional information to be associated with a visitor For example login name in a forum or shops shopping cart contents or search terms example var ytrack new Array ytrack testtrack testvalue duplicate and modify previous line to add more tracking data supplementing notes regarding the transaction for example the name of the customer example var yct_comment testcomment descriptive identifier for the event that occurred example var yct_event testconversion do not associate event with campaigns yalst LiveSupportTool User Manual Variable Range of Values yct_volume 1
92. s and save the file on your webspace so that it can be accessed using a browser e g http www example com output1 js e Now instead of adding the original text to the input field add the following line of code yalst LiveSupportTool User Manual 70 lt script language JavaScript src http www example com outputl js type text javascript gt lt script gt An example of output1 js in the case of a chat invitation window could be the following outputl js document write Do you need assistance document write lt font color red gt We like to help you lt font gt Why don t the changes made in the configuration take effect in the Operator Console Due to performance issues a couple configuration settings e g departments and alarms are only read if a support member logs into the system instead of at each refresh of the Operator Console As an operator if you want to profit from all changes made to the settings logging back on the Operator Console will help Why do I have to deactivate the Popup Blocker for the domain where the yalst LiveSupportTool is installed Occasionally working with the Operator Console new windows popups will appear automatically e g to alert the operator A so called popup blocker would prevent that from happening As popup blockers are a useful utility surfing the Internet it will be sufficient to disable the popup blocker for the domain with the yalst L
93. s terminated automatically If you enter your messages manually the following placeholders are available to you nevertheless the total length of the message cannot exceed up to 900 characters user defined d domain of your web site e your personal e mail address g daytime dependant greeting messages e g good morning l visitor s suspected country of origin m info example com n nickname of the visitor 0 your name u URL or your web page without a trailing slash If the text input starts out with a name surrounded by squared brackets e g Smith Hello the specified name will be displayed instead of the operators name in the output area e g Smith Hello The preview button allows you to view a preview of the message in the output area displayed in gray Spelling mistakes are printed in red and suggested alternatives are displayed if the mouse hovers the word in question Clicking a red word with the mouse will add that word to the user dictionary causing the word in question not to be displayed as misspelled in the future Checking the ignore upper and lower case button will disable case sensitive checks powered by yalst 00G6890600000 On the bottom end a button bar is displayed Using this Icons the operator may e alert visitor with a sound signal e initiate audio video chat e initiate cobrowsing e share chat session with a 2nd operator e transfer chat to another operator The transfer chat to
94. site string API password string operator string O or 1 boolean create a registered user site string yalst LiveSupportTool User Manual 54 API password string username string password string user information string time credit integer e mail address string Result internal ID of the new user integer Hints for the parameters the same rules apply that would when creating a user interactively the time credit parameter needs to be specified in seconds in order to define an infinite time credit the value specified needs to be 1 reguser edit Description edit registered user Parameter site string API password string username string password string user information string time credit integer e mail address string Result internal ID of the edited user integer Hints for the parameters the same rules apply that would when creating a user interactively the time credit parameter needs to be specified in seconds in order to define an infinite time credit the value specified needs to be 1 values that should not be changed are to be left blank specify 2 for time credit in this case reguser credits Description edit time credit of a registered user Parameter site string API password string username string time credit integer text string Result internal ID of the edited user integer Hint the time credit parameter needs to be specified in seconds in o
95. spected home country displayed in the visitor monitor as an indicator what language to choose Contact forms automatically appear with labels in the second language In case you defined custom fields in the English version it is possible to define separate custom fields for the secondary language e You also have the option to offer the FAQ s available from the Profession Edition upwards in the secondary language as well The amount of contents in the secondary language are not necessarily the same but can even be of an entire different nature The page rating system and the tell a friend function available from the Professional Edition upwards can also be integrated into the system in the secondary language The HTML code necessary can be generated with the HTML Code Generator An input field for text output is too short Are there any solutions Yes namely in all fields that support HTML usage With the help of JavaScript it is possible to output text with practically infinite length When dealing with lengthy text output or output that is heavily made up of HTML data you should double check whether or not the design of the respective output windows is still the way they should be We recommend testing the display with all the common browsers Please take steps as following e Create a JavaScript file example below with the entire output that should appear at the desired location e Give the file a name such as output1 j
96. t LiveSupportTool 6 11 online update A corresponding button can be found in the yalst LiveSupportTool Setup 3 Install an Update When fixing severe bugs in the yalst LiveSupportTool kernel the version number gets changed Thus bug fix and major updates are documented in detail on the yalst LiveSupportTool homepage It is advised to always work with the latest release of the yalst LiveSupportTool software yalst LiveSupportTool User Manual 69 What do I need to pay attention to if I want to offer services in a second language If you decide to offer a second language for your services and set the respective option in the settings section subsection miscellaneous a lot of system components will take effect Here s an overview e It is possible to define text outputs for the secondary language in the settings and departments the latter is available from the Business Edition upwards sections the visitor will arrive at the respective windows either through a toggle function or embedded code e Using active chat sessions available from the Professional Edition upwards it is possible to set the chat language from within the Operator Console using the flag symbols next to the multi purpose input field Chat sessions held in a secondary language will automatically be serviced in the respective language including all descriptions On active chats the invitation window appears in the secondary language as well Use the su
97. teElement script script src http en livesupportserver de yalst yalst js php site xxxxx x amp count no amp y span_id spanID anchorElement parentNode insertBefore script anchorElement Os gt lt script gt lt End of LiveSupport Integration Code gt 2 5 Special Integration Parameters that are not Generated with the HTML Code Generator yalst LiveSupportTool User Manual 14 There is a number of parameters for the Live Support integration of your web site which cannot be generated with the HTML Code Generator for a better overview as they are used only very rarely That is why we documented these integration parameters at this point for you If necessary they need to be added to the generated integration code Parameter Range of Values Explanations and Example bh 1 until 800 height of the support button in pixels defining a height will improve the output speed of the respective button is only regarded if the parameter bw see below is specified example amp bh 120 boxcol RGB color value box title color for various visitor windows default configurable in settings section example amp boxco l 000080 buttoncol RGB color value button background color for various visitor windows default configurable in settings section example amp buttoncol 0000FF buttonid Javascript ID ID of chat button forr JavaScript or CSS access default no ID example amp id
98. ted to 300x200 pixels URLs have to be entered fully into the multi purpose input field In all three cases a title bar caption can be defined max 30 characters The title bar caption has to be entered into the multi purpose input field as well and prefixed to the regular message separated with a character Two examples Message Pay attention to our special offers Chat Invitation http www example com invitation jpg URL Push The URL Push redirect visitors to another web page The full web page address has to be entered previously into the multi purpose input field e g http www example com Attention if the new web page is not part of the Live Support system the visitor will be lost from the monitor yalst LiveSupportTool User Manual 35 Multi Purpose Input Field The Multi Purpose Input Field is the central input field in the Operator Console The meaning of this field can be deducted from the previous comments You may copy search terms displayed in the visitor monitor referrer to this field by clicking the right mouse button when the yellow popup box is shown Marketing Marketing events opening a banner a web page or a Survey need to be defined in the Customer Area at first If that has happened all that needs to be done is to select a previously defined event from the drop down box using the Push button in the visitor monitor the specified event is executed for the respective visitor Tthe v
99. ted with the HTML Code Generator can be adjusted for your special needs through parameters Furthermore there are a number of JavaScript variables that are evaluated by the integration code These need to be defined before an integration with visitor monitoring so they are readily available That way you can design the integration even more flexible and dynamic Following is a list of the currently implemented variables in each case including a description and example Variable Range of Values Explanations and Example y_cartitems Shopping cart monitoring makes data about y_cartvalue item numbers and shopping cart value available in the visitor monitor and clickstream y_cartcomplete statistics Additionally you will receive shopping cart statistics such as the ratio between successfully completed and abandoned shopping carts Shopping cart monitoring is not a replacement for conversion tracking as no turnover statistics are generated for example Typically this integration code is added dynamically in a page depending on the current shopping cart data example var y_cartitems 4 var y_cartvalue 400 var y_cartcomplete 1 yalst LiveSupportTool User Manual Variable y_comment y_extra y_nopid y_pagetitle y_remark y_track and ytrack yct_campaign yct_comment yct_event yct_id yct_notify yct_ref yct_tan Range of Values max max true max max 80 characters 80 character
100. the start this is where you need to configure an e mail address domains e mail and transcripts subsection It is needed for example as a forwarder when sending automatically generated messages e g chat transcripts This is where you should also specify the domain of your web site so all statistic web measurement functions can work correctly Also important are the options in the design subsection which can be used to adjust how windows are displayed on the visitor pages That is where you can also choose the Live Support button for your web site The sound settings e g for chat notifications are also very important In general the settings part consists of these subsections e Design e Chat Start Window e CSS and Themes Domains E Mail and Transcripts e Notifications Time Settings e Visitor Monitoring e Visitor Actions Invites Messages Tell a Friend e Miscellaneous At the end of the settings page you can find the Delete Picture Cache button which is important if you want to change the Live Support Buttons yalst LiveSupportTool User Manual 26 Delete Picture Cache w Due to performance reasons all Live Support buttons online and offline are saved on the server cached even if they are readily available on your webspace In order to load a button with the same name from the URL specified and not from the cache you have the option to delete the server s picture ca
101. tware was tested on was 3 23 37 PHP PHP http www php net is required to be installed at version 5 0 or above Please take note that MySQL 4 1 or above does not work together with older PHP MySQL Apis 3 23x In this case please use the MySQL 4 1 API which is part of the PHP 4 4 0 or 5 05 or above package The following PHP features are required to exist image functions for PNG output not necessarily essential MySQL support usually available BCMath support usually available send mail support using the mail function PHP needs to be able to read and write files in certain sub directories of your webspace Starting from PHP 5 2 5 an appropriate ionCube Loader http www ioncube com loaders php has to be installed via php ini respectively copied into the system wide extensions folder This PHP extension is normally loaded by the yalst LiveSupportTool at runtime in older PHP versions If you meet the requirements listed above that is not necessarily a 100 guarantee that the yalst LiveSupportTool will run flawlessly on your system as for example any arbitrary PHP function can be disabled through the configuration files In case of doubt please use the Trial Version which is identical to the regular Download Version in regards of the underlying PHP code Also whether or not the yalst LiveSupportTool works in the so called PHP safe mode is dependent on the restrictions set If you are running PHP in safe m
102. uired Department ee Your phone number Input no always Edit Delete I am interested in Text line always v a me Edit Delete Hosted Version Checkbox always v a ES Edit Delete Download Version Checkbox always v a gt Edit Delete Design Package Checkbox always a Eg Edit Delete Add Input Field Add Selection Box Add Checkbox Add Text Line Text lines are not fields but rather used to structure the contact form e g for explanations Optionally you can integrate a registration for an already existing newsletter into the contact form 3 4 Departments If you do not want to work with departments there is no need for you may skip this section Otherwise it is possible to add up to 35 departments in the department part of the configuration area Department Operators Greeting E Mail Button online Button offline Unavailability text EE S I Integration 4 yes yes yes yes yes Edit Delete You may activate the choose department prior to chat startup and within the contact form option in the settings section which is disabled by default It is only possible to delete a department if no direct support member operator is associated with it anymore Operators without an associated department belong to all departments and are thus not a hurdle when it comes to deleting a department yalst LiveSupportTool User Manual 23 3 5 FAQs In order to serve customer questions even if the
103. uration page after defining a new campaign Visitors entering your web page coming from such an URL are then highlighted in a custom color in the monitor Optionally an additional acoustic sound notification can be configured In the statistical evaluation window an overview of all campaign related visitor s is offered Ccampaigns page which is sorted by months The statistics for specific campaigns can be made visible to chosen registered users in order to operate an affiliate program Tip Campaigns can also be used in newsletters wisely What is conversion tracking It is possible to integrate special conversion tracking code on web pages that finalized a transaction e g a sale or a successful subscription The necessary code can be generated with the HTML Code Generator as usual You will then be notified in the visitor monitor when a transaction occurred what pages the visitor browsed to how often a visitor bought a certain product etc If desired you can automatically receive an e mail if a transaction occurs It is possible to correlate transactions with campaigns in order to make statements about the success of the respective campaign even if the transaction didn t occur on the same day as the campaign related visit Optionally it is also possible to detect and analyze sales volumes Can I do marketing with the yalst LiveSupportTool This software is also a marketing tool It is possible to open marketing related l
104. veSupportTool User Manual 4 7 The Chat Window of the Visitor The chat window is made up of five sections e Info line Output area e Typing display e Input area e Button bar 2 Live Support Windows Internet plorer All C Live Support LiveSupportTool TT Andreas Beckmann Phone 49 381 4033645 on weekdays Andreas Beckmann 17 17 Hello John Doe welcome to our Live Chat My name is Andreas Beckmann I am your operator for all information about the yalst LiveSupportTool How may I help you John Doe 17 18 I have a question about your product powered by yalst 41 yalst LiveSupportTool User Manual 42 yalst LiveSupportTool User Manual 43 In the Infoline information about the operator can be displayed e g name phone number The correspondent text can be defined while adding an operator in the Configuration area On the right side of the Info line three icons are displayed Using this the visitor might download a vCard for the operator e write an E Mail to the personal E Mail address of the operator request an audio video chat The output area displays the chat progress of the current session The messages of the visisor are prefixed with the name of the visitor in green while the operator messages are displayed in red In both cases the time of when the respective messages were sent received is displayed in gray as well Party is typing Between the output area and the input area is a
105. x x has to be changed to your individual site number Using the Download Version http en livesupportserver de has to be replaced by the domain with your installation of the yalst LiveSupportTool and the site Parameter xxxxx x has to be changed to the individual site number mostly 1 1 yalst LiveSupportTool User Manual 9 2 2 The HTML Code Generator There are many other interesting possibilities to utilize this software in your web site or even for example integration with your Internet auctions Also a lot of windows e g the contact form can be linked to directly The best way is the use of the HTML Code Generator to generate the suitable HTML code for any special integration needs Live Support integration in your web site Live Support integration in your web site start dialogue directly on the page Live Support integration in your e mail signature Live Support integration in an online auction Live Support integration in a RSS feed Visitor monitor integration in a popup window Integration of a download monitor Integration of a link monitor Integrate contact form separately Integrate FAQs separately Login to affiliate program area Conversion tracking Add edit delete tracking data Shopping cart monitor integration Visitor marking colored frame Trigger alarm in Operator Console Query online status of your Live Support Integration of a public visitor counter in your web site Web page rating integration in your web
106. xxx x width widtht height theight location no menubar no statusbar yes scrollbars yes dependent no screenX 0 screenY 0 left 0 top 0 gt lt script gt And the following link where you want to have the link lt a href javascript open livechat_op http en livesupportserver de yalst op konsole php site xxxxx x 450 600 gt Live Support lt a gt yalst LiveSupportTool User Manual 20 3 The Customer Area All relevant settings are configured in the Customer Area such as design operators alarms contact form etc In order to adjust the software best possibly for your individual needs dozens of options were made available which can be used to configure all functions in detail Nevertheless only a few settings need to be configured in order to start work as many options are pre configured with reasonable default values You can then get familiarized with the other features over time alarms campaigns contact form HTML Code Generator departments FAQs integration marketing operators settings registered P traffic users WAP WinApp 3 1 Alarms a e e e E HP yes Edit Delete TNE no AI no Edit Delete about customers php no AC no Edit Delete about editions php no AE no Edit Delete about features php no AF no Edit Delete about highlights php no AH no Edit Delete about index php no AI no Edit Delete about screenshots php no A

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