In order to provide visitors with the best service possible, operators use all range of visitor specific information stored across various external applications. Axons allow to access these pieces of information regarding visitors being observed or engaged, so the operator doesn’t need to look for the information manually. These are web applets presented in the form of tabs above the co-browsing area, used while observing or being engaged with visitors. The visitor panel, provided by Glia, can be seen as a built-in Axon.
Custom Made Axons
Axons can be displayed in various ways. By default, Axons are shown within the Operator App as separate tabs on top of the co-browsing window. In order to switch between the tabs you need to click on them. The regular view of Axons is presented below.
Usually, the most important information within an Axon is placed on the top part of the web applet so it is visible within the regular view (above). However, the panel can be expanded, so the rest of the content, which is not always necessary to be seen right away, can be quickly accessible. In order to expand the tab, please click on the arrow down placed in the middle bottom edge of the panel.
If the Axon’s content is not needed or relevant, and the co-browsing or live observation is the main focus at a certain moment, the panel view can also be minimized. In order to minimize the Axon, please click on the minus sign next to the Axon’s name.
Finally, Axon can be also popped-out and displayed in its own browser window. This allows the operator to make it as large as necessary and drag it to other screens. In order to pop the Axon out, it needs to be in a regular or extended state. The pop-out button is placed next to the top right corner of the panel. All the Axons can be popped-out and all of them will be opened in separate windows.
Layouts feature specifies which Axons will be shown to the operator at certain times, as well as their order from left to right. Various layouts can cover different operator’s needs, as some Axons might be more or only relevant for the operators in certain scenarios. For example, an operator might benefit more from different information while having an engagement than during the live observation (not being actively engaged).
Every layout should specify at least one Axon to be displayed and only one layout can be chosen as a default one. The layout that has been chosen as the default one will be active when operators engage with visitors that haven’t entered any queues or during the live observation. Differentiation between the other layouts can be achieved by attaching them to various queues. These layouts will be activated once the operator engages with the visitor that has been in any of the attached queues.
Axons won’t be displayed to the operator if no layout has been defined as the default, layout has no Axons defined, or no layouts have been created at all.
Axons and Multiple Engagements
Axons are site and visitor specific. When an operator is having multiple engagements, the information presented via Axons is related to the visitor from the engagement that is currently handled. Since visitors might be coming from various queues, it’s possible that different layouts will be activated. It means that different Axons are going to be shown to the same operator who is serving visitors coming from different queues that have been attached to layouts.
If an operator has the Axon popped out and is having multiple engagements, the Axon might show the relevant information only if a certain layout (that includes this particular Axon) is activated. If the layout is not active, the Axon browser window will show the Glia logo as a background. However, once the operator will engage with a visitor, that came from the queue attached to another defined layout, the logo will be replaced with the Axon content. Popped-out Axons will remain visible until the operator decides to close the corresponding browser windows or logs off the Operator App.