The Agent Directory provides a top-notch human touch to your LivePerson service, enabling your visitors to chat directly with the agent that can best serve their needs.
The agent directory is essentially a button which opens a popup window. The popup window contains several chat buttons linked to specific skills or operators belonging to your account.
Using an Agent Directory will:
- Allow visitors to contact specific agents or departments quickly and easily.
- Allow your visitors to see the availability of each agent (online or offline) with the built-in presence detection.
- Allow you to display a picture and/or details about the skill of each agent.
- Allow you to automatically send the Offline Email to a specific agent using a custom offline form.
Click Here to see an example.
Implementation
Step 1: Create the Agent Directory Chat Buttons - Create the various chat buttons you wish to display on the Agent Directory in the Page Code Builder. Each button should be routed to a different agent.
Hint: LivePerson recommends agent-routed chat buttons for the Agent Directory.
Step 2: Create the Agent Directory Popup Page- Create a new HTML page which includes the various chat buttons created in step 1. Save this file and upload it to your web server.
Note: You can use any file name and format of your choice. Important: Do not use a monitor code within the Agent Directory popup page.
Step 3: Create your Agent Directory Button - Create a graphic image which will be used to popup the Agent Directory. Use the following code to create a button which will popup the Agent Directory:
<!-- BEGIN LivePerson Button Code -->
<a href='#' target='AgentDirectory' onClick="window.open('http://www.yoursite.com/agentdirectory.htm','AgentDirectory',
'width=xxx,height=yyy');return false;"><img src='http://www.yoursite.com/button.gif' name='hcIcon' border=0></a>
<!—END LivePerson Button code -->
Replace http://www.yoursite.com/agentdirectory.htm with the URL of your Agent Directory.
Replace http://www.yoursite.com/button.gif with the Agent Directory button image.
Replace the width and height with your own Agent Directory dimensions.
Note: If you would like to create a dynamic Agent Directory button which changes according to your account state please substitute http://www.yoursite.com/button.gif with the following URL: http://server.iad.liveperson.net/hc/YOURSITEID/?cmd=repstate&site=YOURSITEID
&category=en;liveperson;1&ver=1
Optional: Route offline messages from each agent-routed chat button to a different email address. This option requires some basic knowledge of scripting. Essentially each agent-routed chat button created in step 1 would include an extra snippet of code (found below) which would route offline clicks to a custom-made offline survey hosted on your web server. The offline survey should be able to retrieve the agent name from the URL and send an email based on that value.
&offlineURL=http://www.yoursite.com/offline.asp?name=XXXXXXX
Replace XXXXXXX with the name of the operator.
Replace yoursite.com/offline.asp with the URL of your custom offline survey.
Note: Your Success Manager may be able to provide you with assistance in the creation of such code. Additional fees may apply.
