Blacklisting provides a level of protection against abuse through the call channel. Live Help On Demand provides an automated blacklisting feature at the global and account levels, manual blacklisting provided to the agent, and a manual feature for the call visitor.
Automated global blacklisting continuously monitors the level of abuse across all accounts and uses global thresholds to capture and restrict serial abusers of the overall service. An account may be excluded from the global blacklist; however, this practice is not generally recommended.
Manual blacklisting may be enabled for your agents, providing the Agent Console with the capability of adding a visitor to the blacklist during a current session. This action prevents a visitor from initiating further chats and calls to the account, and subsequently terminates the visitor’s current active session. All entries added to the blacklist via an agent ban have all associated agent details available.
The visitor is provided with a code that prevents the placement of future call sessions after receiving multiple calls through the Click-to-Call technology.
Blacklisting is actively managed by the Customer Support team. All threshold configurations can be adjusted at any time during the service deployment.
The system captures and stores two types of blacklist entries. A visitor may be added to one or both of the following:
Account-specific: Unique to the customer account. Threshold changes only affect the visitor’s experience when initiating sessions from a web page tagged with the account’s unique Live Help link/rules code. Manual agent blacklisting remains account-specific unless later altered by a qualified member of the Customer Support team.
Global: Applies across all customer accounts. The thresholds are set high to avoid conflicting with account-level blacklisting parameters and to capture only repeat malicious visitors. Sessions are monitored for abuse over 15-minute, 60-minute, 6-hour, and 24-hour time periods. Call visitors may manually add themselves to global blacklisting by press ** on their phone key pad.
Note: Accounts may be excluded from the global blacklist upon request; however, this practice is not generally recommended. Contact Customer Support for strategies to help avoid conflicts between account-specific and global blacklisting thresholds.
Blacklisting applies to all Live Help On Demand chat and call products. All blacklist entries may be deleted, temporarily disabled, or permanently disabled by a Customer Support team member.
GUID (Globally Unique Identifier) Blacklisting: Every visitor receives a unique ID in a cookie. GUID blacklisting applies to chat and call independently; a visitor can be blacklisted for call but still be able to chat. A customer may remove themselves from the blacklist simply by clearing their browser cookies.
Whitelisting: Creates a permanently disabled blacklist entry. This allows the entry to never be duplicated and added to the blacklist, essentially allowing the user to never be prohibited from placing a Live Help OD session. This is recommended for all key account test users during the implementation process.
