LiveEngage Update - February 2016

LiveEngage Update - February 2016

 

There has been a few updates to the LiveEngage interface over the past month, and I wanted to share them with you here:

 

Disabled the post survey for non-interactive chats

 

A non-interactive chat, is a chat where a chat ends where a visitor has not entered any text. For these chats, the post chat survey will automatically be disabled. You now have the ability to enable the survey for non-interactive chats at the window level.

 

To access this new setting, while logged into LiveEngage, go to the campaigns tab and choose a window you would like to edit. Once here, select the post chat survey from the drop down, and then click the settings icon.

 

 

This will open the survey settings where you can show the survey for non-interactive chats.

 

Online chat button override max wait time

 

You now have the ability to override the max wait time at the engagement level in LiveEngage, which will allow for your chat button to show the online state, regardless of the time a visitor will have to wait to connect to CCP.

 

To access this setting, while logged into LiveEngage, go to the Campaigns tab and choose an engagement you would like to edit. Once here, click the settings button, the gear icon, and choose Engagement settings at the very bottom. This will open the drop down for the Ignore max wait time.

 

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Ability to rotate text elements within the engagement studio

 

While modifying your engagement, you now have the ability to rotate your text elements in the LiveEngage Studio to any orientation. This is especially useful when creating tabs on the sides of the screen.

 

To access this setting, while logged into LiveEngage, go to the Campaigns tab and choose an engagement you would like to edit. Once here, click on on any text element, and at the bottom of the menu, there is a new section called orientation. Just click on one of the buttons to have the text automatically rotate.

 

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Ability to search for users

 

In the Users tab of LiveEngage, there is a new search bar that will allow for you to search for users by their Name, Nickname, login name, agent group, or permission set.

 

To access this setting, while logged into LiveEngage, go to the Users tab. In the top right hand corner you will see a new search bar that will allow you to quickly locate your users.

 

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