Agents also have the option of sending these transcripts to customers by e-mail. If agents choose to push Web pages to customers, they have to select pages from their own collections or the general collection. For example, agents should ask visitors who use Internet Explorer to indicate their choice of e-mail software from the Programs tab in the Internet Options section of the Web browser. Each license of the software corresponds to one agent or supervisor. This option is helpful if agents need assistance dealing with customers or want to ask their colleagues about transferring customers to them.
Supervisors can view agents' on-line correspondence with customers.
We also found that the software lets supervisors join in chat sessions between customers and agents, and allows supervisors to take over sessions for agents. If you find it necessary to prevent visitors from reaching agents, such as individuals who have not signed up to receive support or who repeatedly harass agents, you can most easily identify these visitors from the names they use when they log in from the pop-up window. You can also identify visitors from their PCs' IP addresses. After logging in, we were able to download Version 2.2 of cs-live HelpDesk from the Tools section. We then copied the software on an assortment of Windows NT, Windows 2000 Server and Windows 98 PCs in our lab.