Monitoring customers using customer care

Professional Edition onlyBusiness Edition only When a customer selects a link in the main frame, a new page is returned, setting the following chain of events in motion.

  1. This new page includes the CustomerCareHeaderSetup.jsp file in its header.
  2. CustomerCareHeaderSetup.jsp calls the following JavaScript function in the frameset page: parent.setPageParams().
  3. parent.setPageParams() updates the variables to save the current store page information, and then calls UpdateStInfo().
  4. UpdateStInfo() reloads the StUpdate frame, which then calls the CCShopperInfoUpdatePageView view command.
  5. When the CCShopperInfoUpdatePageView returns, it loads the CustomerCareInformationSetup.jsp file, and gathers customer information including the customer name, ID, and items in the customer's shopping cart.
  6. CCShopperInfoUpdatePageView then calls setCustomerName(), setShoppingCartItems() to update this customer information, and then calls changeSTAttributes() to update all the customer attributes in the applet.
  7. changeSTAttributes() calls several applet methods to update the attributes values that the CSR is monitoring.
  8. changeSTAttributes() then calls the changeWCSAttrs() method of the applet to send all of the updated attribute values to the Sametime system, which then notifies the CSR applet that the attribute values have been changed..

Customer care allows you to monitor the customers who are corresponding with the CSRs in your store by

Customized code is added to the store pages in order to obtain this information.

Feedback