How to Monitor My Visitors

Comm100 Support > Live Chat > Chat & Monitor

With Comm100 Live Chat, you can have a 360 degree of your on-site visitors by viewing their detailed information and tracking their activities. You can get visitors’ information such as location and chat history even before chatting.

The visitors’ information shows on your agent console. The Visitors tab shows a list of the visitors currently on your websites, and the total number of visitors and visitors waiting for a chat.

The visitor list shows visitors’ information from multiple perspectives. By default, the list shows the basic information such as visitor status and name. In this list, you can:

Hide or show the visitor columns to show by clicking your avatar > Preferences > Live Chat > Visitor Columns. To learn the information of each visitor column, see Visitor information details.
View the details of a visitor by clicking the Details button. The visitor’s browsing, chat, and offline message history shows on the right-side drawer that appears.
Filter the visitors to show in the list by categorizing them into groups according to your needs.

To learn the details, see this article.

Visitor Information Details

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 Plus plan, if the visitor chooses a different department from your routing rule setting, it shows the visitor’s choice. For Ultra 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.

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