How to Monitor My Visitors

Comm100 Live Chat allows you to monitor and identify your website visitors so that your agents can provide more personalized service. You can get visitors’ information such as location and chat history even before chatting.

The visitors’ information shows on your agent console. After you access your agent console, go to the Visitors tab, you can get a list of the visitors currently on your website. The total number of visitors and visitors waiting for a chat are also displayed.kb-understand-visitor-01.png

The visitor list shows visitors’ information from multiple perspectives. By default, the list shows the basic information such as visitor status and name. You can hide or show the columns by clicking Live Chat > Visitor Columns in the Preferences drop-down menu.kb-understand-visitor-02.png

The following table shows the meaning of all the available columns.

Column

Description

Status

Visitor status. A visitor’s status may be one of the following.

  • Transferring: A visitor’s chat is being transferred from a bot to an agent or between agents.
  • Waiting for Chat: A visitor initiates a chat and is waiting for an agent to accept the call.
  • Chatting: A visitor is chatting with your agent.
  • Prechat: A visitor is on the pre-chat window.
  • Manually Invited: A visitor is invited by your agent to chat but has not accepted or refused the request.
  • Auto Invited: A visitor is automatically invited to a chat based on pre-defined rules, but has not accepted or refused the request.
  • Offline message: A visitor is on the offline message window.
  • Refused by Agent: A visitor’s chat request is refused by your agent.
  • Refused by Visitor: A visitor refuses a chat invitation.
  • Chat Ended: A visitor’s chat has ended.
  • In Site: A visitor opens your website page with JavaScript chat code.
  • Out of Site: A visitor leaves your website. The visitor stays in this status on your visitor list for about three minutes after they leave.
  • Searching KB: A visitor is searching for KB articles.
  • Requesting Audio Chat: A visitor is requesting an audio chat.
  • Audio Chatting: A visitor is in an audio chat with your agent.
  • Requesting Video Chat: A visitor is requesting a video chat.
  • Video Chatting: A visitor is in a video chat with your agent.
  • Chatting with Task Bot: A visitor is chatting with your task bot.
  • Chatting with Bot: A visitor is chatting with your chatbot.
  • Switched from Bot: A visitor is switched from a bot to an agent in a chat.
  • Cobrowsing: A visitor is in a co-browsing session.

Visitor Info

The information consists of two parts:

  • Location info. It shows a national or regional flag to indicate the visitor’s location.
  • Identity info. It shows the visitor’s name and email if the information is captured by the system; otherwise, it shows the visitor’s IP address.

Segment

Visitor segment. To learn more about visitor segment, see this article.

Agents

The agent or bot that a visitor is chatting with. If the chat has been transferred from a chatbot to an agent or between agents, it shows the names of all the bot and agents who have been involved.

For a visitor in Chat Ended status, it shows the agent or bot that the visitor has the latest chat.

Current Page

The page that the visitor is currently browsing.

Referred From

The URL of the page from which a visitor comes to your website.

Visits

The total number of visits that a visitor has made to your website from the first time to the present. If the visitor changes the browser or clears the browser cookie, the visit count will restart.

Chats

The total number of chats that a visitor has had on your website from the first time to the present. If the visitor changes the browser or clears the browser cookie, the chat count will restart.

Ticket id

The ID of the ticket related to the visitor, if any.

Department

It may be one of the following:

  • The department that the visitor selects in the pre-chat window. 
  • The department that the visitor is routed to according to your routing rules.
Note: 
  • For Business plan, if the visitor chooses a different department from your routing rule setting, it shows the visitor’s choice.
  • For Enterprise plan, department cannot be used in pre-chat when routing rules are configured.

Product/Service

The Product Service that the visitor selects in the pre-chat window. The value is collected from the system field with the field name ProductService. Agents can also update the value while chatting with visitors.  

Search Engine

The search engine that the visitor uses to search for your website.

Keywords

The keywords that the visitor uses to search for your website.

Landing Page

The title of the first page that a visitor visits on your website.

Auto Invitation

If a visitor is Auto Invited, Auto Invitation shows the name of the auto invitation rule that is triggered.

Campaign

The campaign used on the webpage that the visitor is on.

Visit Time

The starting time of a visitor’s current visit.

Current Page Browsing Time

The duration for which the visitor has been browsing the current page.

Wait Time

The duration that a visitor has been waiting for before the chat request is accepted.

Chat Time

The chatting duration of the visitor’s current visit. The time is calculated from the moment the visitor lands on your website.

Total Time

The total time that a visitor has spent on your website. The time is calculated from the moment the visitor lands on your website.

Time Zone

The time zone of the visitor. This information is determined by the IP address of the visitor.

City

The city of the visitor. This information is determined by the IP address of the visitor.

State

The state of the visitor. This information is determined by the IP address of the visitor.

Country/Region

The country or region of the visitor. This information is determined by the IP address of the visitor.

# of Pages

The number of web pages that the visitor has viewed on your website.


Note: You can filter the visitors to show in the list by categorizing them into groups according to your needs. To learn the details, see this article.

To learn more about a visitor, you can select the visitor and click the Details link. The visitor’s browsing, chat, and offline message history shows on the right-side drawer that appears.

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