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LiveAgent Feature List



Listed below is a complete feature list for LiveAgent as well as basic system requirements in order to install and run LiveAgent successfully.

Simply click on each feature to expand and read more about it. You can also see our LiveAgent - FAQ list.


Real-Time Live Chatting
Real-Time Live Chats
  Chat with your customers to provide support, sales and help with online purchases.
Multiple Chats
  Operators can chat with multiple visitors at the same time.
Instant Messaging Between Agents
  LiveAgent Agents can send instant messages to other LiveAgent agents whether they are logged in at home, across the office or from anywhere in the world!
Typing Indicator
  Both the visitor and operator know when the other party is typing a message.
Email Signature
  You can add the chat icon to all of your outgoing emails to allow customers to instantly chat with you.
Spell Check
  This feature automatically "spell checks" agent phrases before they are sent to the customer, eliminating mistakes that are a reflection of your company.
Co-Browse
  Agents can view each page that visitors are currently browsing in real-time.
Live "Who's On" Monitoring
  View live visitors as they browse your website. Get valuable information such as, what page they are viewing, what browser type they are using, IP address/host name, visitor time on site and screen resolution. Additionally, you can monitor all live chats on your website as they are occurring.
Page Details / Search Engine Keyword
  View the referral page link that directed visitors to your site, every page they have visited on your site, the entry page of each visitor, the current page they are viewing and total number of pages they have visited on your site. You can even view where the visitor was referred from (such as a keyword Google ad or other website) and the keywords used to find you website.
Live Coaching
  Trainees can be monitored and coached through chats by experienced agents during a chat session.
Transfer Chats
  Transfer chats, at the click of a mouse, to the properly skilled representatives.
Pop-Up Windows and Sound Notifications
  Operators can have pop-up windows and sounds triggered when certain actions occur. For example, you can enable a notification window to pop up and a ringing bell to sound when a new chat is waiting to be answered.
Hidden Departments
  You can setup "hidden" departments (not visible to website visitors) that can only be accessed by operators.
Lingering (Archived) Chats
  Operators can keep finished chats available without going to chat history and looking it up at a later time. When an operator is finished with a chat session, it is archived under their operator name.
 
Sales / Marketing
Referrer URL / Search Keywords
  You can see what search engine and keywords visitors used to find your website.
Agent Initiated Chat
  Operators can invite visitors to chat. When an agent invites a user, an invite graphic will appear on the visitor's screen.
Page Push
  Agents can define a list of commonly viewed pages within their website and automatically "Push" customers to those pages.
Secure Chats
  If you use a "secure" certificate, then LiveAgent will be secure as long as the chat is taking place on an https:// page.
Managed Chat Queues
  Definable chat queues (ex. Sales, Support, etc.) give you the ability to assign individual agents to each queue. You may also assign a manager to oversee each group.
 
Customization
Chat Window
  The visitor chat window is fully customizable for every site you setup. Add your company logo, change the colors, text, size, layout, etc.
Chat Icons
  Agents have the ability to set their availability to Away, Online, Back in Five and Out to Lunch. These four chat icons are fully customizable for every queue that you have setup.
Pre Chat Surveys
  Prechat surveys are filled out by visitors before chatting with an operator. They can be customized with any questions that you would like to ask your customers.
Agent Initiated Chats
  The invite graphic is fully customizable to fit your needs. For example, you can create an invite graphic that advertises a special offer, discount or just the option to let the visitor speak to a sales representative.
Canned Responses
  Save commonly used messages to provide instant and accurate information to your website visitors' most common questions. You can also setup and use your own hot keys for even faster responses.
Operator Offline Email Form / After Hours Message
  If all agents are offline, visitors have the option to leave an email message for a customer representative.
 
Visitor Historical Tracking and Chat History
Real-Time Monitoring
  View live visitors as they browse your website. Get valuable information such as, what page they are viewing, what browser type they are using, IP address/host name, visitor time on site and screen resolution.
Automatically Save Chat Transcripts
  Chat transcripts and past visitor navigation are automatically saved to a SQL database when the session is finished.
Shared Chat Transcripts
  Operators can share and view saved transcripts within their department.
Search Chat Transcripts
  Operators can execute detailed searches through all operator chat transcripts.
 
Overview
No monthly fees
  LiveAgent is a one time purchase - you buy it, you own it.
Free multi-site use
  Use LiveAgent on any number of websites on your network with no additional fees! Whether you have one site on your network or 1000, there's never an additional fee to use LiveAgent on some or all of your sites.
No Client Side Downloads or Installs
  Visitors do NOT need to install Java or download an Active-X component in order to chat with a LiveAgent agent. Our HTML client ensures that LiveAgent will operate on all computers, making the chat process as easy as possible for your customers.
Unlimited Queues
  You can setup as many queues as you like no matter how many operators you have setup with no additional fees.
Installed and Hosted Locally on your Server
  No network slow downs. Company sensitive chat transcripts are stored locally on your server, not half way around the world (like outsourced hosted solutions).
Chat Icon Code Generator
  The LiveAgent Administrator allows you to easily choose the graphics you would like to use as your chat icons. Then it automatically generates the HTML code that needs to be added to your webpages to implement the chat icons.
Easily Implement LiveAgent in minutes
  Simply add the automatically generated HTML monitor and chat icon codes to your webpages to start monitoring and chatting with website visitors.
FREE Support
  Free support for one year.
FREE Major and Minor Upgrades
  Free major and minor upgrades for one year.
FREE Microsoft SQL Server Backend Included
  With every LiveAgent purchase you will get a FREE version of Microsoft SQL (MSDE version).
 
 System Requirements:
 
 Server Side (Administrator GUI):
 

Operating System:
Windows 2000 Server
Windows 2003 Server Family.
IIS 5.0 or above with .NET 1.1.
Minimum Hardware Requirements
550 megahertz (MHz) or higher processor clock speed recommended
256 megabytes (MB) of RAM or higher recommended
  Frequently Asked Questions (FAQ)
Questions: Can the LiveAgent Administrator GUI be installed on Windows 2000 Professional or Windows XP?

Answer: No. Because Windows 2000 Professional and Windows XP are not designed as a commercial webserver. The connection limit is set to a maximum number of 10 concurrent connections at one time. Unlimited connections are available with Windows 2000 Server and above.

IIS Connection Limits Explained:
IIS will only permit 10 concurrent HTTP connections. This means that Operators staying connected counts against that limit as well as website visitors. Once you have more than one Operator connected to LiveAgent, that leaves little room for more Operators or website visitors to connect to that instance of IIS.
Question: Do my websites need to reside on a Windows webserver?

Answer: No. The LiveAgent Server must be installed on a Windows server, but the actual websites you want to provide chat can be on any webserver you like (ex. Linux and Unix). You simply need to add the monitor and chat tags into your webpages.
Question: What kind of internet connection do I have to have in order to run LiveAgent?

Answer: You need a dedicated high speed connection such as DSL, cable modem or a commercial class connection such as a T1.
 Operator Side (Operator GUI):
 
  Operating System:
Windows XP
Windows 2000 Pro
Windows 2000 Server
Windows 2003
  .Net 1.1
  Minimum Hardware Requirements
300 megahertz (MHz) or higher processor clock speed recommended
128 megabytes (MB) of RAM or higher recommended
  Frequently Asked Questions (FAQ)
 
Question: Can I install the Operator GUI on any server in any location I want?

Answer: Yes, the Operator GUI can be installed on any server where the operator that is accepting chats is located. You can even install it on a laptop if you are a frequent business traveler. Operators can instant message between other operators, transfer chats, join chats and take advantage of every LiveAgent feature from anywhere in the world.
 Resources:
 
Click HERE to download Microsoft .NET Framework Redistributable 1.1
 
 Browser Compatibility :
 
 Browser  Windows Version  MAC Version
Internet Explorer  Internet Explorer  5.x +  5.2
Mozilla FireFox  Mozilla FireFox  1.x  0.9
Netscape  Netscape  6.x +  7.2
Opera  Opera  7.x +  7.51
Safari  Safari  N/A  1.2.3
 
 

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