Using the QUIK User Portal

In this blog, I describe how to use the QUIK User Portal, a web based application for managing and monitoring operator groups for customers of our QUIK Hosting product. The portal is not a part of the Ace Operator Community Edition. Using the portal, you can handle most aspects of your day to day administration of your groups. Note that you will need special administrator accounts to be setup before you can use the Portal. Please contact QUIK Hosting team to setup the administrator accounts.

Logging in, Navigation and General Features

The QUIK User Portal can be accessed from the quik-j site by clicking on the QUIK User Portal link or using the URL provided to you by the QUIK Hosting team. From the Portal, you can manage your group users, view chat statistics and transcripts among other things. However, what functions you can access is determined by the access level granted for your administrator account. This blog assumes that you have the permissions to access the entire functionality but you access may be limited by your access level.

When you visit the portal site, you are prompted to enter your user name and password. Upon successfully entering your credentials, you are granted access to the operator groups that you are authorized to manage/monitor.  Any operation you perform from the Portal is geared for a particular group that you are authorized to manage/monitor and not all the groups you are authorized for. The group list that you are authorized for is displayed on the top right part of the screen and you can choose a group that you want to manage/monitor from the drop-down list.

After you login, the screen shows a list of operations. We refer to this screen as the Main Menu. You can always come back to this page using the breadcrumb displayed on the top left corner of the screen.

As a site wide convention, the date format that is displayed or you enter is of the format YYYY-MM-DD where YYYY is the four digit year, MM is the month and DD is the day of the month. In some cases, the time zone is also displayed.

All activities performed from the Portal is monitored and logged in the server for full accountability.

Viewing Chat Statistics

To monitor the activities of a group, click on the Chat Statistics button from the main menu. The real time statistics is immediately displayed. The real time statistics is a set of measurements for the group that is a snapshot at a point of time. The information displayed includes:

  1. Number of operators logged in and serving visitors. Note that if an operator sets the “Do Not Disturb” property from the chat screen, the operator count does not include the operator as he/she is considered to be logged out.
  2. Queue size: Number of visitors waiting in queue to be served.
  3. Whether a visitor clicking on the chat button is seeing the “all operators are busy page” because either no operators are logged in or the queue is full.

The real time statistics can be refreshed at any time using the Refresh button. If you are interested in getting a longer term view, you can click on the Historical tab. From the Historical tab, you can select a Start Date and a duration in Hours. Note that you cannot display a duration longer than 24 hours. The systems retrieves the information and displays the data in a table. Each row represents a measurements collected over a 15 minute interval. The information displayed includes:

  1. Number of operators logged in and serving visitors. Note that if an operator sets the “Do Not Disturb” property from the chat screen, the operator count does not include the operator as he/she is considered to be logged out.
  2. Number of chat sessions in progress.
  3. Missed chats: Number of visitors who got the “all operator are busy” page because the queues are full or no operators are logged in.
  4. Queue size: Number of visitors waiting in queue to be served.
  5. Wait Time: Amount of time in seconds a visitor is waiting in the queue.

By monitoring the real-time statistics, you will be able to take immediate actions like adding more operators to serve when the queue size is too large. The historical statistics is more useful for capacity planning. The Week Report that is emailed to every QUIK Hosting customer is also useful for capacity planing purposes but it does not provide the details that the historical statistics provide.

 Viewing Chat Transcripts

The Ace Operator system records all the conversations between operators and visitors. You can search them and view the transcripts at any time. You can do that by clicking on the Chat Transcripts button from the main menu. You can select the transcripts you want to view by entering a Start Date and a Duration in Hours or enter a Text String to search. If you enter the start date and the duration, the search string is ignored. If you specify the search string, the system searches the string your entered in the conversations. You can specify an operator name, a visitor cookie and/or a session ID values in the search string.  You can also specify the order in the which the transcripts are sorted and presented to you. The sorting choices include Time, Operator, Cookie (sorts by visitor) or Relevance (only applies to text searching). On submitting the request, the systems retrieves the transcript list and displays it in a table. To view a transcript, click on the Session ID for a given transcript and the transcript is popped up on a separate browser window. Note that on some browsers, you will need to turn off popup blocker for the Portal Site or the popup may be blocked.

Manage Users and Blacklist

You can administer users for your group from the portal. That is, you can add, modify or delete operators in a group. You can also manage your blacklist. A blacklist consists of a set of visitors that you want blocked from your chat service. Typically, you want to block spammers and abusers of your service. You can perform both these functions by clicking on the User Management button from the main menu.

When you navigate to the User Management screen, you are presented with a list of users for your group. You can modify the attributes of the user by selecting an user and clicking on the Change button at the top of the list. You can delete one or more users user by selecting the users and clicking on the Delete button. You can select users by clicking on the check box at the right hand side of the user icon. To create a new user, you can click on the New button. For create and modify operations, you must supply values for all the required fields and submit the request. If there are no errors, the change takes effect immediately.

To manage your group’s blacklist, click on the Manage Black List button. The blacklist management screen displays the list of blocked users. You can select one or more users and remove them from the blacklist by clicking on the Delete button. You can also add new users to the black list by selecting from a list of recent cookies or by entering a cookie name and clicking on the Add button. Note that the black list feature uses HTTP cookies and users can work around this feature by deleting or disabling cookies on their web browser. In addition, the cookies expire after one year. Therefore, after a year, you have to reenter the new cookie value if the visitor still abuse your site. You must keep you blacklist clean in order to reduce the overhead associated with blacklist look up when a chat session is being established.

Manage Canned Messages

Canned messages are a set of predefined messages that an operator can send to a visitor at the click of a button instead of having to type them in. You can add answers to frequently asked questions, frequently referred referred documents and other frequently used artifacts in the canned message list so that operators do not have to type in these messages every time a visitor requests for the information. To manage canned messages, click on the Manage Canned Messages button from the main menu. When you navigate to the Canned Message Management screen, a list of canned messages already configured for the group is displayed. You can select one or more of these messages from the list and click on the Delete button to delete these messages. You can select a canned message and click on the Change button to modify the content of a canned message. You can click on the New button to create a canned message. To create or modify a canned message, you need to enter a description and the canned message content itself. The description is displayed in the drop down canned message list in the chat applications from where operators can select a message to send. The canned message content is displayed to the visitor receiving the message. To enter the message you can enter a text message. The message may contain HTML tags. For example, to send a message containing a link, the message content can be specified with the value

<a href=”http://www.quik-j.com”>Visit our web site</a>

As you can see, using HTML tags, you can embed texts with different styles, links, images, audio, video, YouTube  videos, etc. Certain tags are forbidden for security reasons. For example, the <script> tag is forbidden. If you have a forbidden tag in your message content, the system will respond with an error message when you submit the request.. The canned message list is downloaded by the chat application when an operator logs in. Therefore, operators need to logout and log back in to see the changes.

This concludes our discussion on how to use the QUIK User Portal. Please give it a try and figure out how to use the features of the Portal to manage your click to chat service. We will be adding new features to the Portal in the upcoming releases. We will also be supporting the Portal for mobile and tablet browsers in the future. We may support multiple languages as well.

VN:R_U [1.9.22_1171]
Rating: 0.0/5 (0 votes cast)

Leave a Reply