LivePerson Suite Administrator ProceduresSecure Support, Chat, Desktop Sharing and Knowledge BaseTable of Contents TopicSection Overview 1 Account Set Up 2 User Set Up 3 Visitor Experience 4 Content Management 5 Rules and Reporting 6 Knowledge Base 7 Additional Training and Resources 8 Proprietary and Confidential rev. 1/2012
Section 1:Overview Intuit Financial Services University LivePerson Suite Administrator Procedures Certification Training
Overview - Objectives By the end of this section, you will learn: • how to determine what training should be provided for each of your financial institution employees • key terms for Secure Support, Chat, Desktop Sharing & Knowledge Base • how to access the Admin Console • what fields should be customized when setting up the product
Training Overview • Training consists of two certification courses and manuals – Administrator Procedures and Operator Procedures. • Operators/front-line staff will only need to cover the Operator Procedures training. • If your institution has not contracted for Support, Chat, Desktop Sharing or Knowledge Base, you may disregard all references to these features and sections in this manual. • All training courses and corresponding materials are available through the resources page provided at the end of this course.
What are Secure Support and Chat? • Secure Support allows customers/members to send the financial institution emails through a secure channel. Secure Chat allows customers/members to securely communicate with the financial institution in a real time environment. In both cases, the response from the financial institution is also sent through a secure channel. • Desktop Sharing allows the financial institution to view and control a consumer’s screen (with permission) in order to provide support. • Secure Support consumers will have a message inbox to manage their emails within Internet Banking, Business Banking and Business Financial Solutions. • Emails stay in the message inbox for 13 months and then are automatically deleted. • Secure Chat consumers can initiate real time communication with the financial institution within Internet Banking, Business Banking and Business Financial Solutions. • Desktop Sharing may be initiated by the operator from within a chat session. • The financial institution can place Secure Support and Chat behind Internet Banking, Business Banking, Business Financial Solutions and/or on their public website.
Things to Consider • Do you want to offer Secure Support and Chat behind Internet Banking, Business Banking and Business Financial Solutions only, or do you also want to put Secure Support and Chat on your public website? • Do you want to route all email messages (secure and non-secure) through Secure Support? • Do you want different skill groups and do you want your operators assigned to different skill groups? • Who will the operators be and what permissions will they have?
Email and Chat Access Options 1. Secure Email and Chat Behind the Login – Secure email and chat may be accessed from within Internet Banking, Business Banking and Business Financial Solutions. The consumer or corporate user has been authenticated and a secure icon will display to the operator in the operator console. 2a. Secure Email on the Public Website – Secure email may be provided to the consumer after a separate registration process is completed. This secure inbox would remain separate from the inbox located behind the IB/BB/BFS login.
Email and Chat Access Options 2b. Secure or Non-Secure Chat on the Public Website – Chat may be placed securely or non-securely on the public website. The HTML code used to place chat on the public site may be modified to include https://. In either case, the consumer has not been authenticated and a secure icon will not display to the operator in the operator console. The operator should follow established procedures to verify the consumer’s identity similar to verification during a phone conversation. 3. Non-Secure Email on the Public Website – A financial institution may choose to build a contact form through the Live Person suite and use this form on the public website. Responses from the form will be read in the operator console, but will not be secure. The operator would respond to the consumer’s standard, non-secure email address. 4. Non-Secure POP3 Email Routing – A financial institution may choose to route all standard email through the Live Person system. Responses from the form will be read in the operator console, but will not be secure. This allows for one location to view and respond to all email communications. The operator would respond to the consumer’s standard, non-secure email address.
Terms to Know • LivePerson –vendor that powers Secure Support and Chat • Seat License - determines the number of operators that can be online answering emails or chats at one time • Agent/Operator – the person at the financial institution who is responding to emails and chats from the consumers • Admin – the person(s) at the financial institution who manages the Secure Support and Chat set-up and operators • Ticket – email message (can be secure or non-secure) • Desktop Sharing – a means to securely view a consumer’s computer screen for troubleshooting and support purposes
Admin and Agent Console Login The Financial Institution may access the Agent Console from any computer with a connection to the Internet. It is recommended to make this a favorite in an operator’s browser or a desktop shortcut. http://solutions.liveperson.com/agent-console/launch/ The Agent Console requires Java to be enabled in the web browser. When loading for the first time, accept all security warnings presented in the browser from Live Person.
Agent Console Login After clicking on the Secure Support icon you receive a login box. Your implementations Project Manager will provide you with the Site ID, user name, and initial password to access your account. The Site ID is shared by all administrators and operators at your financial institution. If you offer Secure Support or Chat for Internet Banking, Business Banking and/or Business Financial Solutions, you will have a separate Site ID for each product. Operators supporting both retail and business may log in to simultaneous sessions of the operator console using different Site IDs.
Accessing the Admin Console After logging in to the workspace, click on Admin Console icon to access the administrative functions of Secure Support, Chat, Desktop Sharing & Knowledge Base. Note: Accessing the admin console only does not use a seat license. However, if you have logged in to the operator console before accessing the admin console, you must log out or exit the operator console to release the seat license.
Admin Console Home LP 111222333 admin Use the menu bar to navigate through the Admin site. Your user name and Secure Support site ID will be located at the top left of the console. Note: The Admin console is integrated with the full LivePerson suite of products. If you do not have Secure Support, Chat, Desktop Sharing or Knowledge Base please ignore those areas unless otherwise instructed.
Initial Setup Template Important: Your Admin Console will be pre-populated with default settings created by Intuit Financial Services to assist in getting started with your set up. However, these screens will need to be customized by you in order to complete the set up specific to your financial institution. When an email address needs to be entered you will see [COMPANYDIVISIONNAME@company.com]. Other fields that require customization will be identified using [ ]. Be sure to update the Default Account E-Mail Address field with the general email address of your FI.
Initial Setup Template Customizable Default Settings Note: Some fields may not be set up and applicable depending on your institution’s installation. • Account Set Up • Account Set Up > Settings > Chat Tab - Default Account Email Address • Account Set Up > Settings > Email Tab - Sender name and Sender Email Address • Account Set Up > Settings > Login Policy (suggested policies have been set) • Account Set Up > Settings > Operator Console (suggested tables have been set) • Account Set Up > Online Status > Shift Scheduler (sample departments and holidays have been set) • Account Set Up > Cross Channel Set Up > Ticketing Set Up (suggested time limits have been set) • Account Set Up > Cross Channel Set Up > Operator Forms (sample forms have been created for all form types) • User Set Up • User Set Up > Permissions > Permission Groups (sample groups with suggested permissions have been created) (Continued on next page)
Initial Setup Template Customizable Default Settings (Cont’d) • User Set Up (Cont’d) • User Set Up > Skills > Skill Groups (suggested skill groups have been set) • User Set Up > Skills > Cross Channel Set-Up (customize sender for Outbound Email for each skill) • User Set Up > Operators (sample user has been created - customize fields to meet your needs) • Visitor Experience • Visitor Experience > Chat > Window Editor (default window colors have been set under Classic Look) • Visitor Experience > Chat > Surveys (sample entries on each survey) • Visitor Experience > Email > Templates (sample entries on each type of outgoing mail) • Visitor Experience > Email > Secure Forms (sample entries on each type of form) • Visitor Experience > Email > Standard Forms (sample entries on each type of form) • Visitor Experience > Knowledgebase > Properties (sample entries in header and footer) (Continued on next page)
Initial Setup Template Customizable Default Settings (Cont’d) • Content Management • Content Management > Chat > Canned Responses (sample entries on bill payment responses) Content Management > Chat > System Messages (sample entries in “Current Message” box) • Content Management > Email > Canned Letters (sample entries on bill payment responses) • Content Management > Knowledgebase (samples provided – [ ] reflects customizable areas) • Rules • Rules > Visitor Rules (sample rule added – modify the rule parameters as needed) • Rules > Ticketing Rules (sample rule added - modify the rule parameters as needed) • Rules > Knowledgebase Rules (sample rule added - modify the rule parameters as needed)
Overview - Objectives In this section, you learned: • how to determine what training should be provided for each of your financial institution employees • key terms for Secure Support, Chat, Desktop Sharing and Knowledge Base • how to access the Admin Console • what fields should be customized when setting up the product
Section 2:Account Set Up Intuit Financial Services University LivePerson Suite Administrator Procedures Certification Training
Account Set Up - Objectives By the end of this section, you will learn: • how to set up your default product settings for Secure Support and/or Secure Chat • how to control operator access to the Admin Console • how to provide access to Secure Support and/or Secure Chat from your public website • how to enable or disable Desktop Sharing • how to schedule dates and times when Chat is available • how to create operator forms to monitor employee feedback
Account Set Up > Settings > Chat Tab LP 111222333 admin Select the Operator DashBoard checkbox to automatically load the DashBoard (covered later) upon each operator login. This setting is disabled by default. Contact Intuit Financial Services to enable this functionality. Update the Default Account E-Mail Address field with the general email address of your FI. Select Language to use within Secure Chat and Support. Note: Invitation Settings are not applicable.
Account Set Up > Settings > Email Tab To streamline operations, your financial institution can route any regular (POP3) email boxes through Secure Support. This would create one central location for all incoming email. If you wish to bring in regular email, click the New Server button. How Does This Work?If regular email is viewed using Outlook, operators can now access that email in Secure Support along with secure email sent from behind the login. Operators will need to pay close attention to which messages are secure if using this feature.
Account Set Up > Settings > Email Tab As an example, if you want to route your firstname.lastname@example.org emails through Secure Support, your IT department can enter the server information and then choose the skill group these non secure emails should be routed to. POP3 email through this feature is not secure nor are the replies. Responses to the consumer will go to their regular email address. Warning: Before adding an email server here you must clean out all existing emails on the server. Without doing this, all existing emails will come in to Secure Support as new tickets. For this reason, it is recommended to set up a new email address if using this feature.
Account Set Up > Settings > Email Tab To allow attachments in incoming and outgoing emails make the selection here. The recommended maximum file size for attachments is 5 MB. Caution: Attachments in inbound messages are not scanned for viruses. The name and email address under Default Sender for Outbound Email will appear in the ‘From’ field on automated and non secure responses to the consumer. Do not enter your personal information here.
Account Set Up > Settings > Login Policy Tab Password Policy is highly recommended but not required. This only applies to administrators and operators who will log into the Secure Support workspace or the Admin Console. This feature in no way affects consumer passwords. Click to enable or disable a specific policy. You may also customize the password requirements and expiration period for passwords to match any standards set by your financial institution.
Account Set Up > Settings > Login Policy Tab Password Duration makes operators aware that their password will expire in a specific number of days. This notification can come in the form of on-screen alerts and/or an email alert. IP Policy allows you to block logins to your workspace or admin console from unidentified IP addresses.
Account Set Up > Settings > Login Policy Tab Failed Login Policy locks out operators after a set number of failed logins. Reset Passwordsends an email to the password notification email address alerting the Admin ifan Admin or Operator uses the Lost Password link.
Account Set Up > Settings > Login Policy Tab Auto-Disable Operator Policy locks out operators after not logging in to the Operator Console within a set period of time. Idle Operator Policy locks the Operator Console and/or logs the operator out after a set period of time. Tip: Use this feature to release a seat license in use if the operator forgets to log off at the end of a shift. • Notes • A status set to Away when idle will not automatically return to Online upon returning to the computer • Login Policy settings are global and will affect all operators regardless of permission settings.
Account Set Up > Settings > Operator Console Tab You can customize the order of visitor information (such as SSO details provided by the DPV) in the Operator Console's Info tab to display the most pertinent information first, making it easily available to your operators. Data is populated when the ticket is first created and does not refresh on each log in. Drag and drop the options under the name column to customize the order of visitor information in the Operator Console's Info tab. Click Submit All Changes at the bottom of the page to apply the new settings.
Account Set Up > Settings > ACD Tab With Automatic Call Distribution (ACD) enabled, the system will automatically distribute chats to operators to increase efficiency and quality of service. Call Presentation Timeout - the time interval (in seconds) within which operators must handle requests assigned to them. If the operator does not take the request within the specified time interval, the request is rerouted to the skill group. The default is 20 seconds. Set operator status to ‘Away’ if Call Presentations Time Out – an operator that does not take requests within the specified time interval automatically has their status set to Away. No further requests are routed to the operator until they manually reset their status to Online. Default Auto Accept Setting - operators are automatically placed into chat and do not have to press the ‘accept’ button. You can override the setting for individual operators in the Operator Setup section.
Account Set Up > Settings > ACD Tab ACD Attribute Sets can be created to assign different operators to different ACD settings. The priority order is used to resolve conflicts where an operator belongs to multiple operator groups. Operators may be assigned to a given attribute set when defining operator groups or setting up individual operators (covered later). Note: The inherited site settings are taken from the values defined on the main ACD Settings page.
Account Set Up > Page Code Builder > Chat Tab If you are putting a Chat button on the public website, you can select the type of button that consumers will use to chat with a rep. This tool creates the HTML to paste on your public site. To begin, select “No thanks! I will update my tags to Enhanced Monitor Tag later” and click Next. This option is not applicable. LP 111222333 admin If you are not offering chat on your public website (in front of the secure login) you may skip this section (Page Code Builder > Chat Tab).
Account Set Up > Page Code Builder > Chat Tab Choose an button type. Options include a graphical chat button, a question box, a text link or a video option. It is recommended to use the custom Chat Button. You may see a full set of graphics by clicking on the Image Gallery link above the button types.
Account Set Up > Page Code Builder > Chat Tab > Select Design If using the standard graphics, choose the Language, and the Category of graphics and choose from the styles offered. It is recommended to use custom graphics to give your chat window and buttons the look and feel of your Internet Banking and/or website. Select Custom from the Graphic Source drop down and insert the URL to the folder where the graphics are stored on your server. Note: You must follow your web hosting instructions to upload the graphic to your server outside of Secure Support.
Account Set Up > Page Code Builder > Chat Tab > Display Options Use this page to add text to appear next to the chat button. You may format the text to match the look of your site using the format palette or input HTML by choosing the HTML button. Select the Text Position and click Apply to preview the finished look. Displaying text next to the chat button is optional.
Account Set Up > Page Code Builder > Chat Tab > Get HTML Tags Check the Use Secure Links box if Secure Chat will be available behind Internet Banking or Business Banking. Copy and paste the Button Tag HTML code to chosen pages on your public website for the Chat button to appear. You must contact Intuit Financial Services to place the Chat button behind Internet Banking or Business Banking.
Account Set Up > Page Code Builder > Email Tab The email tag embedding contains the URLs for Secure Support access. Your web site administrator will use these to create links on your public website. Note: The secure tags will not be used if you are not offering secure email to your public website visitors.
Account Set Up > Collaboration > Desktop Sharing Tab The Desktop Sharing feature allows remote access to a consumer’s desktop from within a chat session. Click to enable or disable this feature and select the Experience Type. There are two modes available for Desktop Sharing. The chosen mode is system-wide. View Mode: operators may view the consumer’s desktop and control the cursor. This is the recommended mode. Interactive Mode: operators have full control of the remote computer. Working in Interactive Mode requires the visitor’s approval. However, the visitor can switch back to view only mode at any point. For security reasons, an operator is not able to transfer or copy data or files from the visitor’s computer. LP 111222333 admin Desktop Sharing may be enabled or disabled for individual operators on the User Set Up > Operators screen. All operators enabled for Desktop Sharing will utilize the system-wide mode set above.Note: Desktop Sharing is available as an additional feature. Contact Intuit Financial Services if you wish to offer this to your consumers.
Account Set Up > Online Status > Online Status Tab In order to test or go live with Secure Chat you must take your Secure Chat site online. From this screen you can take the whole account, individual skills or individual operators online/offline manually. This will not affect the receipt of tickets if your FI also has Secure Support. Taking a skill group ‘offline’ will remove it from the consumer’s choices when submitting a chat. Taking an operator ‘offline’ allows their seat to be available to other operators.
Account Set Up > Online Status > Shift Scheduler Tab You can design a working schedule for a skill group that will override all statuses set on the Online Status tab as well as each operators status in the operator console. Tip: Use the Shift Scheduler to automatically take Secure Chat offline during non-business hours. In the event that an operator must work late to answer email or perform other tasks, chat will remain closed even if the operator's status is Online. LP 111222333 admin Step 1: Enable Shift Scheduler and click New Date Item. Step 2: Enter the Name of the schedule (ex. Holidays) and each date item name, start date and end date. Click Update (not shown).
Account Set Up > Online Status > Shift Scheduler Tab Step 1: To enter a repeating schedule click Weekly Item from the previous screen Step 2: Select the Skill(s) for which the schedule applies. Step 3: Choose if this is a Non working day, specific days of the week, or specific shifts with the times. Step 4: Click Update (not shown) Note: Use of the Shift Scheduler is not required in order to use Secure Chat. This tool simply overrides the current status for each operator in their individual operator consoles.
Account Set Up > Cross-Channel Set Up > Ticketing Set Up Tab Secure Support allows your financial institution to set service level agreements for your email responses. Here you can set automatic time limits for tickets to be re-routed to other available operators. How Does This Work?Operators can set consumer replies to go directly back to them or set tickets as pending when performing further research. The limits set here will move a given ticket back to the general queue after the time expires. Operator Assignment Time Limit: If an operator does not take the ticket, it is placed back into the queue. Operator Offline Time Limit: If an operator is offline with tickets in their workspace, those tickets will be returned to the queue. Pending Customer Time Limit: If a ticket is released pending customer information, it will be returned to the queue. Pending Internal Action Time Limit: If a ticket is released pending internal follow-up, it is returned to the queue.
Account Set Up > Cross-Channel Set Up > Ticketing Set Up Tab Ticketing Rules Settings: Select to allow an operator to over-ride any routing rules set when a ticket is released. Email Error Handling: All emails sent from the LivePerson system that are experiencing delivery errors are returned to the queue for re-attempted delivery. The re-attempt timeout may also be set. Chat Integration: Allow consumers to generate a standard email message if chat is not available. This may be customized at Visitor Experience > Chat > Surveys > Offline Survey. Offline email messages can automatically generate tickets if the offline email address is added as POP3 in the Settings > Email tab. In addition, tickets may be created for all incoming chats for tracking purposes.
Account Set Up > Cross-Channel Set Up > Operator Forms Tab Operator Forms allow your financial institution to collect information from the operator through customizable forms when releasing a ticket or chat message (optional). Ticket Operator: Allows the operator to rate a ticket based on predefined questions. Chat Operator: Allows the operator to rate a ticket based on predefined questions. Log a Call: Used when an operator wants to log notes from a phone call into Secure Support. User Registration (by operator): Allows an operator to manually register a website visitor for Secure Support. Not recommended.
Account Set Up > Cross-Channel Set Up > Operator Forms Tab Step 1: Select the Form Type and the click here to enable link. Step 2: Enter a Form Heading to be viewed by the operator. Step 3: Click the New Question button and enter the question. Step 4: Select the Answer Type and select if the question is required. Step 5: Based on the Answer Type, add all possible answers.
Account Set Up > Cross-Channel Set Up > Operator Forms Tab Survey Logic (optional)allows the display of each survey question to be dependent on the answer given to an earlier question. It is supported in all survey-types for Chat channels. Click by click instructions are available in the Click here to learn how… link. Step 6: After creating all questions select the initial question in the logic path.
Account Set Up > Cross-Channel Set Up > Operator Forms Tab Survey Logic (cont’d) Step 7: Click the Survey Logic tab. Step 8: Select the answer to build the logic on.