Visitor Login

In large corporate service center operations, there can be a variety of products/services offered by the company. Often, specific products or services are assigned to different Customer Service Agents who have had specialized training. To make sure Visitors are routed to the correct Customer Service Agents, eShare NetAgent can be configured to route Visitors to product-specific Service Lines. Visitors are presented with a series of selections during logon, and the selections made at this time will determine to which Service Line they will be routed.

For example, on eShare's Visitor service screen, there are different products for the Visitor to select. When a Visitor chooses a product at logon, they are placed in a product-specific Service Line. The Visitor is presented with choices of different products they want to discuss with the Agent. The product is selected by a pulldown displaying the available options:

In the above example, the Visitor selects "Rendezvous," and they proceed to enter their name and subject to be discussed. They have now identified themselves, stated the subject to be discussed and will be placed in the proper Service Line to be helped by a Customer Service Agent.

Once you finish entering the login information, you must click the Go button to log in to your selected company's Visitor Service area. In the illustration below, the Visitor has already done this and is waiting in the Service Line to be helped by a Customer Service Agent. The field in the bottom center of the screen is where the Visitor will view their chat session once the Customer Service Agent accepts the call and connects.

As shown in the above illustration, the chat window displays the information, "Connecting to server, Please wait..." The bottom of the screen is still grayed out as it displays this message. Then, when a connection is made, Visitors are informed that they are "Connected to qa2a.eshare.com,"--the specific URL of the NetAgent server. When the Agent connects and begins the chat session, the background will change color from gray to white, and will display the message, "Connected to…".