Support Panel Mobile User Guide for

Android

Ver 1.1

Introduction

This guide will detail the principal processes of the Support Panel Mobile for Android.

Please note that Adobe AIR Runtime, available for Android 2.2 and higher, is required.

Login

The agent login process on the LiveHelp server is very simple and requires only the following few pieces information:

Server : URL where the LiveHelp server is installed.Path : Path to where the LiveHelp server is physically installed.Account : Account name on the LiveHelp server.Login : The agent username that was set up on the LiveHelp server.Password : The password that was assigned to the agent during set up.

The connection has some special parameters which facilitate the login process and recovery in the event that the connection to the LiveHelp server is lost.

Auto-reconnect when the connection is lost: Enabling this option allows the Support Panel to automatically attempt to reconnect if the connection with the LiveHelp server is lost.

Skip this dialog for the next login: This option allows the Support Panel to start the session directly without having to first visit the home screen.

Save Password: This options allows the Support Panel to save the agent's password, eliminating the need to enter it each time a session is initiated.

Dashboard

The dashboard is the main area from where all of the Support Panel Mobile options are accessible.

The available options on the dashboard include a view of connected agents and visitors browsing multiple websites, the sessions area, configuration settings, exit program, and finally the product information screen.

Agents

In the agent area, all agents that are currently connected to the LiveHelp server are visible. Please note that agents can be connected via Mobile or Desktop Support Panel.

Visitors

This section displays a list of all visitors browsing your sites. It also displays the hostname of the server through which the visitor has accessed the page, as well as time spent browsing the site and the title of the page that the visitor is currently browsing.

Additionally, the agent may individually invite visitors to start a chat session via the invite option that is available for each visitor.

Sessions

The sessions area is the starting point for chats from the perspective of the agent. From here, the agent can accept multiple chat requests, transfer chats to another agent and even participate in multiple chats. This section is divided into the following three areas:

Waiting: In this area, all visitors waiting for chat are displayed. From here, the agent has the option to accept a chat request.

Online: After the operator accepts a chat request, the chat will be found in this area. To open the agent chat window, the agent must press the chat button. A chat session can also be transferred to another agent from here.

In this area, a visual alert will be displayed when new messages have been received in one chat, even if the agent is currently participating in another, making multiple simultaneous chats possible.

Transferred: This area displays a list of the chat sessions that have been transferred to you by another agent. Like the Waiting area, the agent must accept the chat in order to start a new chat session.

Chat

To access the chat option, press the chat button in the Online list in the sessions area. The chat window has some of the same options as Support Panel Desktop such as: send link, end chat session, and close chat window.

Send Page: Using this option, an agent can open a page directly in the visitor's active browser.

Send Link: With this option, an agent is able to send a link to the visitor's chat window.

End Session: This option ends the chat session with the visitor. Close Window: This option closes the chat window.

The chat window works like any other regular chat on an Android Phone or Tablet. The agent writes messages in the bottom of the chat window and sends them to the visitor, the same way in which a visitor sends messages to the agent. The messages that have been sent are displayed in the upper portion of the chat window.

Change Status

This option allows the agent to change their status. Please note that if you want to end your session and start a new one with a different account, simply select offline and after the product disconnects reselect "online".

Configuration

Some of the customization options of the support panel can be found in the configuration section such as refresh rates, visual and audio alerts, and language.

Refresh: This defines the amount of time in seconds that the Support Panel reloads data from the LiveHelp server. Keep in mind that unlike desktops, phones and tablets have limited resources and mobile network or Wi-Fi speeds can affect the performance of the application.

General: Audio and visual alert options are found in this area, as well as the option to change the language of the application.

As in the desktop version, the available statuses are: Online, Offline, Away, BRB and Invisible.

Exit

This option ends the agent session and closes Support Panel Mobile.

About

This option displays the version information of Support panel as well as the ActiveHelper address