SmarterTrack 12.x Help

Who's On Overview

SmarterTrack's Who's On feature gives agents the ability to see who is browsing the company portal and/or any website the Who's On tracking code is added to. In addition, Who's On provides information about visitors that can be used to expedite customer service, identify trends, and create targeted sales and marketing campaigns.

For help understanding the different areas of the Who's On section, see the Who's On diagram.

Navigating Who's On

The Who's On section provides information about current website and/or portal visitors. When an agent accesses Who's On by clicking the Who's On icon and then clicking the appropriate brand, all visitors currently browsing your website will load in the content pane.

In general, the following columns are always available to the agent:

  • Checkbox - Use these boxes to select multiple Wwbsite or portal visitors. Visitors must be selected before choosing an action from the toolbar.
  • Tracking Status - Indicates whether the visitor is being tracked by Who's On.
    • If the status is active, Who's On is tracking the visitor.
    • If the status is pending, Who's On will resume tracking the visitor once the visitor navigates to another page of your website or portal.
    • If the status indicator is removed, Who's On is not tracking the visitor.
  • Started At - The date and time the session was initiated.
  • Hits - The number of times a visitor hits any page of your Web site or portal. Note: Only pages that are configured for Who's On tracking will be included in this figure.
  • Duration - The amount of time the visitor has been on your website or portal.
  • Idle - The amount of time that passed since a visitor has navigated to a page within your website or portal. Note: Idle users are automatically removed at 15 minutes.
  • Country - The customer's geographic information. Note: Geographic information is not always available.

In addition, the following columns can be added or removed by the agent at any time by adjusting the Visible Fields in the View menu:

  • IP Address - The customer's IP address.
  • Host Name - The unique name by which the visitor's networked-attached device (computer, cell phone, etc.) is known on a network.
  • Host Domain - The name of the server on which the visitor's network is hosted.
  • City - Based on their IP address, the City the visitor is coming from, when available.
  • Region - Based on their IP address, the geographic region the visitor is coming from, when available.
  • Language - The primary language of the customer as indicated from the customer's Web browser.
  • Browser - The Web browser the customer is using to connect to the company site. Note: Browser information is not always available.
  • OS - The operating system of the customer's computer. Note: OS information is not always available.
  • Chat Status - The current chat status of the customer.
    • Sent - A chat invitation is pending.
    • Active - The customer is participating in a live chat.
    • Rejected - The customer rejected the chat invitation or closed the chat window.
    • Ignored - The customer ignored the chat invitation or navigated to a different page.
  • Initial Page - The URL of the first page of your Web site or portal that the visitor viewed.
  • Initial Virtual Page - The first page of your Web site or portal that the visitor viewed as defined by the tracking script set by the administrator. Virtual pages can be used to summarize the contents of the initial page. For example, if the initial page URL is lengthy, the administrator may want to create a virtual page with a shorter identifier.
  • Initial Page Title - The title of the initial page.
  • Initial Referrer - The URL of the Web page the visitor navigated from to reach your Web site or portal.
  • Current Page - The current page URL the visitor is browsing.
  • Current Page Title - The title of the current page the visitor is browsing.
  • Current Referrer - The URL of the Web page the visitor last navigated from.
  • Chat Invites Sent - The number of live chat invites the visitor has received.
  • Chat Invites Rejected - The number of live chat invites the visitor has rejected.
  • Chat Invites Accepted - The number of live chat invites the visitor has accepted.
  • Chat Invites Ignored - The number of live chat invites the visitor has ignored. Invites are automatically considered ignored after 2 minutes of being viewed by the end user.
  • Invitation Last Sent Date - The date and time the customer last received a live chat invitation.
  • Last Chat Date - The date and time the customer last participated in a live chat.
  • First Chat Date - The date and time the customer first participated in a live chat.
  • Last Agent to Chat - The agent that last corresponded with the customer via live chat.
  • Last Department to Chat - The department that last corresponded with the customer via live chat.
Note: The information provided in each column pertains to the current session only.

Performing Who's On Actions

In general, the following options are available from the content pane toolbar:

  • Actions - Click this button and select the appropriate option:
    • Invite to Live Chat - Selecting this option will send a live chat invitation to the visitor.
  • View - Click this button and select the appropriate option to choose the details that are displayed about a visitor in the preview pane.
    • Visible Fields - Choose which columns are displayed in the navigation pane.