A Help Desk Control/Component by Corporate Web Solutions Ltd

.netLIVEHELP consists of 3 parts: a server side engine for chat communication, a thin web based client supporting AJAX, and a feature rich desktop application for operator chat. 1. A customer using any web browser on any platform requests live help. The request is made to the server.

2. The server, running ASP.NET on an IIS web server, accepts the request and routes it to an available operator with the lowest load.

3. The operator answers the request and communication is made from the operator back to the server which relays the information to the customer. See feature listing.

Build your sales and customer loyalty with the addition of real-time live support chat!

General Features:
Unlimited operators
Unlimited departments
Unlimited client chats
No monthly or service fees (outside of your regular hosting account)
Simple wizards for adding live help buttons to your site
Ability to configure operating hours for each day or as fixed hours
Automatically transfer chat requests to the next available operator if an operator does not answer for any reason
If no operators are available a "leave a message" form is provided
You may customize the leave a message link to direct to any web page if you have existing infrastructure in place for such cases (email, web based systems).
You can configure an automatic logout such that the operator is automatically logged out after x number of missed chats to ensure that future chats are not routed to the non responsive operator.
Intelligent request assignment routes new chat requests to the operators with the least number of active requests. Administrators can assign the maximum number of concurrent chat requests a given operator can handle which is also taken into consideration by the load balancing algorithm.
Independent of loading and skill assignments, the system will always route a new chat request to an operator without any current chats and assign new requests to the operator who has the least recent activity for load balancing purposes.
In addition to the chat button you can obtain, using a simple wizard, tracking links to include in your pages which will provide additional information on the user including the path and pages viewed in the site.
Statistics on departments and operators are available to evaluate operator performance.
Ability to control leave a message behavior to not link when live chat is not available, to link to the leave a message form, or to link to any page or site.
Chat image buttons can be defined on a per department basis for 3 states including: open chat, leave a message and closed chat.
Missed message handling enables a customer to leave a message if no operator is available through the provided admin customized form or for the customer to be linked to any other system. You may also control if a leave a message option is provided when chat is closed. Finally the administrator can configure if a session is marked as missed if no message is left or not.
Client (browser) chat interface:
Advanced AJAX chat interface without postback or flashes
Works intuitively like MSN and other chat systems clients may be familiar with for line feed handling and supports message submit on enter
Downlevel browser supports ensures a functional chat interface is rendered for those clients using older browsers that do not support new AJAX features
Support for IE, Firefox, Mozilla, Netscape, Opera and Safari.
Ability for client to print or email chat transcripts. Email chat transcript supports token support and custom formatting from the operator console.
clients can view images inline within the chat system
clients can get files through the chat interface
Admin customizable form for pre-chat registration
Admin customizable form for leave a message form should no operators be available to chat
Inline and automatic thumbnail support for images (linked to full size version). Operator can easily send files or images to clients.
Operator Console

Tray icon to indicate status
taskbar balloon tip to notify of new chat requests
Option to minimize application to tray automatically so limited taskbar space is not taken
sound notification for new chat request
flashing window to notify of new chat request
Operator auto logout if admin configurable number of assigned chats are missed
Notification of logout with blinking taskbar so operator is away of any automated logout
Ability for admin user to view a summary of all operators along with current chat status count. Admin user may also logout any operator.