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Operator Console the core window of yalst, which is used by the support members to logon to the system; all of the important sub-windows (operator settings, analyses and statistics, chat history, etc.) can be accessed in a convenient way using the buttons at the top; in the middle you can see four overviews (list of all currently logged on support members, list of all currently running chat sessions and requests, list of all chat sessions to be transferred, visitor list); if you hover your mouse above an entry in the visitor list, details about the visitor will be displayed; at the bottom you will see a multi-purpose input field for active chat sessions and messages, visitor comments and operator notifications, as well as a button that will take you to the marketing tools Chat Session from Operator's Perspective below the message history, you will see details about the chat participants and below that, you will see a text input field (can be used to select a file from your harddisk, that is to be transferred to the visitor or to select a predefined set phrase/URL or to simply input a text message); the operator will be able to see, what the visitor is currently typing (this functionality is also available for visitors, only that they will merely see that the operator is typing and not the actual contents) Chat Session from Visitor's Perspective at the top right you can see a picture of the support member you are chatting with (can be disabled), below it an info line (e.g. with information about alternative contact possibilities), in the middle the message history and below it an input for the visitor; the lock symbol indicates, whether or not an encrypted data communication is taking place, which can be used for the highest level of security during confidential conversations

Start of Chat from Visitor's Perspective this window is available to your visitor after clicking the Live Support button; the design can be adjusted to a large extent; of course, all of the options, such as the FAQ link or the language selection, can be disabled; after pressing the start button the chat is initiated (and the support members are notified of the chat request) Contact Form in Case of a Downtime if no support member is available or chat requests are left unanswered for a previously configured amount of time, the following contact form can appear (if so configured); the contents of the form are submitted to the site administrator via e-mail; the fields of the contact form can be customly defined (for example, telephone or fax numbers); alternatively, you can also display a configurable announcement, instead of the contact form Start of Chat with Initial Question and E-Mail Query you also have the option to allow your visitors to pretype their question in the chat startup window and/or query the visitor's e-mail address (as a required or optional field); that way, you will already be able to know the general service topic, simply by viewing the chat request in the operator console; also, you have the added benefit of being able to contact the visitors immediately by e-mail

Inviting a Visitor to a Service Advisory (Active Chat Session) if a support member decides to initiate an active chat session with a visitor, the following layer will be opened in the browser window of the respective visitor (alternatively, you can also use popup windows instead); the displayed text can be configured, of course; now, the visitor has the choice to either accept or decline that chat session; if accepted, respective dialogue windows will be generated for the visitor and support member (see above); otherwise, (even if the window itself is closed directly), the support member will be notified that the chat invitation was declined; yalst also has the option to invite visitor to a chat automatically, based on configurable criteria (auto-invite) Notify Web Site Visitors chat sessions do not always need to be (pro)active invitations; you also have the option to generate a notification window (cannot be blocked by so called "popup blocker" software) in the visitor's browser window; the contents and the window title can be defined in the operator console; also, you can define custom set phrases to reduce typing work load; use this feature to notify visitors about special deals, for example! Operators Observing Running Chat Sessions support members also have the option to observe (read along) running chat sessions from within the Operator Console (that is, if the necessary permissions were issued); to do so, simply hover your mouse above the respective chat; that way, operators can assist each other and possibly decide on transferring chat sessions between one another; use a mouseclick, in order to open a new window with the entire message history, which is henceforth refreshed automatically

Operator Chat private chat room for all support members; can be used to coordinate operators (for example, decisions on who is to take over certain chat sessions or get help on difficult visitor questions) or simply as a platform for general communication (for example, in companies with multiple sites); additional features, such as private messages or file transfers, make a separate messenger dispensable Operator Default Values every support member can setup their Operator Console to meet their individual needs; they can, for example, define in what order visitors should be sorted in the visitor monitor, exactly what data should be displayed for visitors or what set phrases should be predefined for active chat sessions Visitor Filter can be configured for every support member individually, allow you to display only certain visitor groups in the visitor monitor (for example, all visitors from Canada); that way, operators can focus on certain types of visitors

Statistical Overview this page is an overview of the various analyses and statistic pages of the Live Support tool (in total, depending on the edition, the number of single pages can range up to 60!), which also makes yalst a powerful web analytics tool; the most important statistics can be e-mailed to you on a daily or weekly basis automatically Access Statistics all page impressions occuring on pages that have yalst integrated (visibly or not does not affect the monitoring capabilities), are logged and evaluated statistically; the gathered data are more reliable than a lot of the web server statistics you probably have access to, as only real human page accesses are considered, so called robots and search engines are excluded automatically Monitor Statistics (1) this is where you can gather valuable information about the technical specs of your visitors (browser type, screen resolution, etc.); using this data, you can fine-tune your web pages to meet the requirements of your userbase in the best possible way

Monitor Statistics (2) yalst is a full replacement of your web server statistics; here you can see from what countries your visitors originate; of course, the percentage distribution is calculated for you Monitor Statistics (3) using the visitor localization function (available from the Professional Edition onwards, at the Download Version integrated as an interface) it is possible to associate visitors with regions and cities Clickstream Statistics this statistic evaluates all recorded clickstreams and determines the most frequent enter and exit pages of your site, as well as the average visit duration and clickstream length

Clickstream Display for every visit* you can retrieve a clickstream display**; you can see how visitors navigate through your web page and use that information to make valuable conclusions, for example to optimize how your pages are linked among each other; if a current visit is being observed, the window can be refreshed automatically Hourly Overview displays, at what times the most accesses occur on your web pages; using this data, it is possible to estimate, for example, at what time of the day it is useful to operate the Live Support system Search Term Statistics this statistic displays a list of search terms, that was used to redirect visitors to your site through search engines (e.g. Google or Yahoo) by evaluating the so called referrer information of visitors; using this information, you can conclude how good your web page is linked with the search engines

Marketing Statistics in order to assist your marketing events (surveys, advert banners or web pages), yalst offers overall statistics (as can be seen here) or single visitor statistics; using these tools, you can, for example, learn specific details about your visitors Marketing Event from Visitor's Perspective marketing windows (surveys, advert banners or web pages) are opened automatically on the visitor's side (can be dependent on current page) or can be initiated on purpose by a support member; as you can see, surveys can be opened as a layer or even be embedded directly in a page (refer to the second box at the top left of this page); the web site operator can then determine, if the visitor took part in the event (on surveys, the checked answer is visible) Shopping Cart Statistics already in the visitor monitor, you can see how many products your visitors have in their shopping carts (including the product values); the associated statistics (visible here) encompass completed and cancelled purchases, average total value and number of products for every purchase, as well products that were not purchased, among other things

FAQ System: Main Page this is where your visitors can find answers to the most important questions during a downtime - today, a FAQ section is part of a good service; you can divide your FAQ database into as many sections and subsections as you want to; that way, your visitors will be able to navigate through the database more easily; of course, there is also a search function available FAQ System: View an Article FAQ articles are created using the FAQ editor in the yalst configuration area; articles can have formatted text (for example, bolded font), links to web pages (so called URLs) are linked automatically; visitors can order articles to be sent to them via e-mail, as well as rate articles (4 grades between "not helpful" and "very helpful") FAQ System: Rating Statistics overall statistics about the FAQ section are made available to the support members; a support member can view the total number of accesses and ratings for an article, as well as analyses about a specific user*

Configuration Dialogues in our Appreciated Configuration Area using the yalst configuration area, you can configure and adjust all functions and design of the Live Support tool up until the smallest detail; to give an example, we have three configuration dialogues displayed here                                     Contact Form Settings the contact form, useful during a downtime or as an alternative to a chat session, can be fully adjusted to meet your needs; you can do so, for example, by easily defining custom fields of various types Alarms you can let an alarm sound ring, if a visitor enters your web site (the main page or a specific page of your choice, for example the online shop); the triggering mechanism can also be further specified through various other conditions that need to be met Operator Management this is where you determine, what support members even exist; for example, you can associate pictures with your employees                       Main Configuration Page this is where you can configure all of the yalst functions through an easy to navigate web interface

**	requires the visitor's browser to accept so called cookies from your web site/domain, which is usually the case though

**	requires the integration in all pages of your web site, yalst can also be integrated into a page without being visible (i.e. no support button is displayed)