Operator Activity and Timelines

New

We've released Operator Activity reports, providing insights about your team's performance and activity. Use the data to help staff your live chat efficiently by comparing to historical averages.

Operator Activity

Choose a date range, filter and sort to highlight the data relevant to you. The historical averages automatically update depending on whether you have selected a day, week or month.

  • Compare chat volume, duration and ratings
  • View operator availability, average response time, number of missed chats, total chats and average chat rating in a single table
  • Filter and sort the data over your selected date range

Operator Timelines

When selecting a single day, you can view the operator timelines. See when they log in and out for the day and when they set themselves to away. You can easily see when operators are hitting their chat limit, a sign that more operators may need to be available at that time.

  • Drill down to see operator timelines for single days
  • See when operators are available, away and when they hit their chat limit
  • Export data in CSV format

WordPress Plugin

New

There is now a supported Olark WordPress Plugin!

Easily add Olark to your WordPress.org site in a few simple steps.

Search, sort and filter transcripts

Improvement

Operators can now search, sort and filter transcripts from the updated Transcripts page.

You can filter by operator, tags, custom date range, groups, chat quality and who initiated the chat.

Accounts with helpdesk and CRM integrations can also re-send any transcript that previously failed.

Inline images in chatbox

New

The chatbox now automatically detects links to images in messages from operators to visitors, and displays the image inline. This works even if the link is in the middle of a message.

If the entire message is a non-image URL, it will be styled as a clickable button.

Supported image types are JPEG, PNG and GIF.

Widget size API calls

Improvement

Website owners can now choose from a small, medium or large widget to fit their website. Making the change is as simple as a single line of JavaScript:

olark.configure('system.hb_chatbox_size', 'sm'); // Small
olark.configure('system.hb_chatbox_size', 'md'); // Medium (default)
olark.configure('system.hb_chatbox_size', 'lg'); // Large

In addition, we've introduced an experimental drawer mode, which anchors the widget to the side of the web browser.

olark.configure('system.hb_chatbox_size', 'Dr'); // Drawer

Read more in our API documentation.

JIRA Service Desk Integration

New

We have added JIRA Service Desk to our Integrations Portal. It is now possible to create JIRA Service Desk tickets directly from your Olark chats.

Improved autocomplete functionality for trigger command

Improvement

We have added autocomplete functionality for the !trigger command in the Operator Console to include all the integrations activated on a site.

MailChimp Integration

New

We have added MailChimp to our Integrations Portal. It is now possible to add visitors to your MailChimp list directly from your Olark chats. For more information, please see our MailChimp integration guide.

New trigger command when using multiple integrations

New

Operators can trigger individual integrations during a chat using the new !trigger command. This is useful for accounts with multiple integrations enabled in the Integrations Portal. For more information, refer to our Trigger command guide.

Visitors can now end chats

New

Visitors to your website are now able to end a chat themselves by clicking the 'End chat' button.

This button appears after a conversation has started, replacing the chat header text.

Clicking the 'End chat' button reveals the 'Rate chat' and 'Send transcript' buttons.

No published changelogs yet.

Surely Olark Live Chat will start publishing changelogs very soon.

Check out our other public changelogs: Buffer, Mention, Respond by Buffer, JSFiddle, Olark, Droplr, Piwik Pro, Prott, Ustream, ViralSweep, StartupThreads, Userlike, Unixstickers, Survicate, Envoy, Gmelius, CodeTree