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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

How to add an agent's picture to Live Chat

For that added personal touch, you may wish to display agents' actual pictures in Live Chat sessions with customers. This article details how to upload an agent's picture to FocalScope and display it in Live Chat.



Uploading an agent's photo to FocalScope

  1. In the [main menu], select [Screen > Administrator]
  2. Click the [Administration] tab
  3. Navigate to the [User Access Control > User] folder
  4. Right-click on an agent's name and select [Properties]
  5. In the [User properties] page, click the [Photo] tab
  6. Click the [...] button next to the [File] field and select the agent's photo
  7. Click [Ok] to save changes
  8. Continued in next section...

Figure 1 - Uploading an agent's photo

Enabling agent photos in Live Chat

  1. Navigate to the [Instant messaging > Live chat > groups] folder
  2. Right-click a Live Chat group where you wish to enable agent photos and select [Properties]
  3. In the [Live Chat Group Properties] window, click the [Graphics] tab
  4. Tick the [Use agent picture...] flag to enable agent photos to show in Live Chat sessions. Please note: This setting only works for agents that actually have their photos uploaded to FocalScope as in the start of this article. Warning: Agent photos may not be compatible with custom Live Chat UI templates
  5. Click [Ok] to save changes. (See Figure 3 for a sample of the final effect with an Agent's photo showing in a Live Chat session)

Figure 2 - Enabling agent photos in Live Chat

Figure 3 - Agent's photo in Live Chat

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