LivePerson Reference Card

The document provides an overview of the LivePerson operator console and tools for managing chat sessions. It describes the main areas of the console including the visitor list, menu bar, chat toolbar, and communication panel. It also lists hot keys for common functions like accepting chats, copying text, and navigating lists.

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LivePerson Reference Card

Uploaded by

Benj Guerrero

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

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LivePerson Reference Card

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The LivePerson Operator Console

Your Workspace
View website traffic and access menus and tools:
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Visitor List Icons

Check your visitors state and history directly in the Visitor list:
Repeat Visitor The visitor has previously been to your website Repeat Visitor With Chat History - The visitor has previously been to your website and chatted with an operator Alert The visitor met pre-defined conditions which the operator should be aware of. Includes LiveKeyword, Visitor Rules and other Operator Alerts In Site - The visitor is on a page that contains the LivePerson Monitor tag Waiting for Chat - The visitor has requested a chat and is in the chat queue Chatting - The visitor is engaged in a chat session Transferring - You are transferring the visitor to another operator or skill group Chat Ended - The visitor/operator ended the chat session No Chat - The visitor has declined the invitation to chat Out of Site - The visitor is no longer on a page that contains the LivePerson Monitor tag

Menu bar: Contains menu items that enable you to access various tools and operations. Main toolbar: Contains the functions necessary for managing the chat queue. For example, accept the next chat in queue. Chat Status list: Indicates your current chat status and enables you to change it by selecting Online or Away. Visitor list: Displays information about the current website visitors.

The Chat Toolbar

Use these tools to provide better chat experience:
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Transfer: Click to transfer a chat to another operator or a skill group. Add a note summarizing the chat to ensure fast resolution. Stop: Click to stop the chat session. History: Click followed by the History tab of the Information panel to view the visitors chat history. Canned Responses: Click to open the Canned Responses window. Select, edit, and send Canned Response(s) from the list while chatting. Send a Link: Click as Click Here. to mask a URL as clickable text such

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Text Formatting Tools: Format the style and color of the fonts in your Chat window. Communication Panel: Use the Chat Typing area and the Chat Operator area to communicate with your customers. Be sure to follow the communication guidelines to standardize communication with your customers.