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Configuration possibilities and a small request

Last post 03-10-2008, 10:26 AM by MichaelB. 16 replies.


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02-07-2008, 3:42 AM 36835

MichaelB
Joined on 05-22-2007
Posts 9

Configuration possibilities and a small request

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Hello, is there a list of the configuration options for the xml based config file, apart from those already present in there?

My small request is to implement some form of control regarding popups. Whenever someone types a message in agents chat, everyone will get a popup, with some 20+ agent online this gets rather annoying. Perhaps its possible to implement a way of configuring who gets popups by username, department or status?

Another thing is to implement popups for whispers, some of our agents login and then minimize the program, this way they miss quite a few whispers.

02-07-2008, 4:13 AM 36840 in reply to 36835

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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MichaelB,

>>is there a list of the configuration options for the xml based config file, apart from those already present in there?

We will publish this list in the new developer guide.

>>Whenever someone types a message in agents chat, everyone will get a popup, with some 20+ agent online this gets rather annoying

When we design this agent private chat feature, we didn't expecte an agent can open 20+ conversations.

Have you recomment they go to the operator chat room for this situation?

asp.net Chat http://cutesoft.net/ASP.NET+Chat/default.aspx
Web Messenger: http://cutesoft.net/Web-Messenger/default.aspx
asp.net wysiwyg editor: http://cutesoft.net/ASP.NET+WYSIWYG+Editor/default.aspx
asp wysiwyg html editor: http://cutesoft.net/ASP
asp.net Image Gallery: http://cutesoft.net/ASP.NET+Image+Gallery/default.aspx
Live Support: http://cutesoft.net/live-support/default.aspx

02-07-2008, 5:56 AM 36844 in reply to 36840

MichaelB
Joined on 05-22-2007
Posts 9

Re: Configuration possibilities and a small request

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Adam:

MichaelB,

When we design this agent private chat feature, we didn't expecte an agent can open 20+ conversations.

Have you recomment they go to the operator chat room for this situation?

I think you misunderstood me Adam. It's not 20+ conversations, it's 20+ agents online at the same time.

So when someone types a message in agents chat(operator channel), all 20 online get the same popup and its quite annoying.

What I would like to see is a way to tailor these, so people can opt out of the popups. Perhaps via targets/audiences.

02-07-2008, 8:53 AM 36851 in reply to 36844

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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>>I think you misunderstood me Adam. It's not 20+ conversations, it's 20+ agents online at the same time.

If the operator is this operator channel, she/he should receive any messages.

If the operator doesn't want to receive the new messages, she/he can close this operator channel.

Are you using the version 4.0?

02-13-2008, 10:54 AM 37006 in reply to 36851

phat_bastard
Joined on 05-31-2007
Posts 20

Re: Configuration possibilities and a small request

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I have the same type of issue with the operator channel. With numerous operators (we have roughly 18) logged in there is the possibility for lots of traffic in this channel. We need the operators to be able to see what's said here, but not all of them want to see pop-ups for everything that happens in the operator channel.

As an example, sometimes we have what I'd call watercooler chat going on in there and not all our operators care to see Pink Floyd trivia popping up in their systray every 3 seconds - for those operators this is extremely annoying. The ability to filter which channels cause popups would be perfect.

We'd also like to be able to filter these by department so support staff aren't bothered by sales requests.

02-13-2008, 11:42 AM 37009 in reply to 37006

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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I will discuss the operator chat channel issue with our developers.

>>We'd also like to be able to filter these by department so support staff aren't bothered by sales requests.

Download the version 4.1.

Login as admin, go to the control panel and click Live Support Configuration tab.

Set Show users in queue by department to true

02-13-2008, 12:05 PM 37017 in reply to 37009

phat_bastard
Joined on 05-31-2007
Posts 20

Re: Configuration possibilities and a small request

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Adam:

Download the version 4.1.

Login as admin, go to the control panel and click Live Support Configuration tab.

Set Show users in queue by department to true

Not seeing that option on any of the page here, using v4.1 that I downloaded yesterday.

/ChatAdmin/Config.aspx and /ChatAdmin/Live-Support-Config.aspx are both timestamped 2/5/2008.

02-13-2008, 12:10 PM 37018 in reply to 37017

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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phat_bastard,

Please download the control again. We miss this request in the last build.

Please update the CuteChat.dll, client files and operator client.

Keep me posted

02-13-2008, 12:22 PM 37022 in reply to 37018

phat_bastard
Joined on 05-31-2007
Posts 20

Re: Configuration possibilities and a small request

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So essentially v4.x should have been considered a release candidate?

<sarcasm>I'm really glad I didn't waste a bunch of time porting over html changes to the v4.0 and v4.1 release candidates.</sarcasm>

02-13-2008, 12:36 PM 37024 in reply to 37022

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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phat_bastard:

So essentially v4.x should have been considered a release candidate?

<sarcasm>I'm really glad I didn't waste a bunch of time porting over html changes to the v4.0 and v4.1 release candidates.</sarcasm>

It's the version 4.1. As I said, it's a new version. We miss one request, we fix it.

Please note that I am here to help you. You have the choice to use this version or not.

02-13-2008, 4:48 PM 37028 in reply to 37024

phat_bastard
Joined on 05-31-2007
Posts 20

Re: Configuration possibilities and a small request

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Adam:
Please note that I am here to help you.

It seems as though we're both here to help each other. I have a receipt somewhere that would serve to reinforce this theory.

Adam:
You have the choice to use this version or not.

Ok, so am I to respond with "so now you tell me!", or "so you're confirming that it's a release candidate?". [rimshot]

Seriously Adam, I appreciate any feature requests you can get implemented. And please don't take my frustration personally. I just hope in the future your developers pay a little more credence to the term "release" and take advantage of beta testers before blasting out emails like the one below from November '07:

Adam:
Cute LiveSupport version 4.0 is out!

The Cute Live Support team is pleased to announce that the long-awaited version 4.0 has finally been released.

In this major version release, we totally rewrote the whole application. Numerous optimization methods have been applied. It's clean, compact, extremely fast-loading, but still powerful and efficient. We also add many new features and fixed many bugs.

To quote Tinny Tim, "...you raised my hopes and then dashed them quite expertly sir!"

03-05-2008, 2:01 PM 37590 in reply to 37018

phat_bastard
Joined on 05-31-2007
Posts 20

Re: Configuration possibilities and a small request

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Finally had a chance to get back to this, and I've found one small issue with the "Show users in queue by department" option. The operator client does not show the request in the queue for users in other departments or display the popup, but it does play the sound. Is there any chance this could be fixed before I put this version in front of live users?

Adam:

phat_bastard,

Please download the control again. We miss this request in the last build.

Please update the CuteChat.dll, client files and operator client.

Keep me posted

03-06-2008, 5:00 AM 37618 in reply to 37590

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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Please download this operator client file:

Http://cutesoft.net/download/LiveSupportSetup-sound.msi

I will remove it tomorrow.

03-06-2008, 9:25 AM 37624 in reply to 37618

phat_bastard
Joined on 05-31-2007
Posts 20

Re: Configuration possibilities and a small request

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Thanks Adam, that build works perfect for the departments option.

Any word on the other feature request for the Agents chat room? Just having the ability to create a new chat room for off-topic discussion would be fantastic. I've been looking at the functionality in the Room Administration script (lobbies.aspx) and I'm thinking this would be useful, but the functionality is incomplete or I haven't figured out how to use it.

03-06-2008, 10:02 AM 37629 in reply to 37624

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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We are investigating the agent chat issue and will get back to you as soon as possible.

03-06-2008, 10:03 AM 37630 in reply to 37624

Adam
Joined on 09-23-2003
Aurora, ON
Posts 18,678

Re: Configuration possibilities and a small request

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We are investigating the agent chat issue and will get back to you as soon as possible.

03-10-2008, 10:26 AM 37714 in reply to 37630

MichaelB
Joined on 05-22-2007
Posts 9

Re: Configuration possibilities and a small request

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Any update on the configuration settings in the xml file? I've not seen any developer documentation yet.

This may be a slightly silly question, but is there some kind of internal timeout on connections? I've noticed that after a while, I get a "You are disconnected from server. Click ok to retry. NOCONNECTION-conn).

Could a disconnect be caused by lack of activity?

A thing I would suggest is implementing opening hours. For example that the server only takes chat requests between x and y, outside of that people can make feedbacks.