The customer care workspace consists of three primary areas. You can easily
get to any of the pages when you click on the tab located at the bottom of the
page:
Monitoring customers: Area for observing customer status
Customer Care session: Area for chatting and assisting
customers
Communicating with coworkers: Area for chatting with other
coworkers.
You can use customer care to assist customers and chat with coworkers.
The way the administrator has configured the instance will determine what
you see in the Monitoring customers page. The three optional pages let you
view:
Customers Waiting: Observing the status of customers waiting for
assistance
All store customers: Observing the status of all the customers at
the Web site
All store customers and Customers Waiting (both pages are on the
screen)
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.
The following information is included for a Customer Care session:
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.
The following information is included for communicating with coworkers:
I am Active
Indicates the user is currently available to chat with coworkers.
I am Away
Indicates the user is currently away from the desk.
Do Not Disturb Me
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.