The customer care workspace consists of three primary areas. You can easily get to any of the panels when you click on the tab located at the bottom of the page:
You can use customer care to assist customers and chat with coworkers.
Monitoring customersThe way the administrator has configured the instance will determine what you see in the Monitoring customers page. The three optional pages let you view:
The following information is included in the list of customers:
Status |
Displays the state of the customer session, such as, thinking, waiting, chatting. This is available when
all store customers are monitored.
|
Customer |
Displays the customer's user name if the customer has
signed in. If the customer has not signed in, the customer is displayed as a
guest with an assigned guest ID. |
InSite |
Displays the amount of time the customer has spent at the
Web site. Because the InSite timer resets each time you log on to the
Customer Care workspace, it might not accurately reflect the time a
customer has spent at the Web site. For example, a customer might spend
five minutes at the Web site before you log on. The InSite timer does not
include the five minutes prior to your logging on. |
Current page |
Displays the title of the Web page the customer is
currently viewing. |
In page |
Displays the amount of time the customer has spent on the
current Web page. Because the In page timer resets each time you log on
to the customer care workspace, it might not accurately reflect the
time a customer has spent on a Web page. For example, a customer might
spend five minutes on a Web page before you log on. The In page timer does
not include the five minutes prior to your logging on. |
Cart |
The number reflects the number
of items the customer has in the shopping
cart. |
Tip:The All Store Customer list contains all customers at the site, including customers waiting for help and those in active sessions with agents. The Customers waiting number contains only those customers who are waiting for help from a customer service representative.
No active session | Indicates that no customers are currently active or waiting for help.
When a customer is selected, this page becomes the chat session. |
Serve next |
Click to begin a session with the next customer waiting for help. |
Send | Allows the message to be sent to the customer. |
Send Page | Allows the Web page address to be sent to the customer and redirects the customer's browser to the new address. |
Profile | The customer profile contains specific information about the customer currently in the session. |
Shopping cart | The number reflects the number of items the customer has in the shopping cart. |
View customer page | Click to view the current page that the customer is viewing. |
End chat | Click to terminate the chat session. |
Communicating with coworkers
I am Active
I am Away Do Not Disturb Me |
Indicates the user is currently available to
chat with coworkers. Indicates the user is currently away from the desk. Indicates the user is not available for chatting. |
Send |
Click to send a message to coworkers. |
Chat |
Click to initiate a private chat session with a person on
the coworker list. |
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