The Agent can use the LiveTrax system to track the movements of the visitors across your Web site so as to understand your customers like never before and to provide them live support if they seem like they need help or to greatly enhance sales. In order to launch the LiveTrax application, the Agent has to click on "CallSite" and then on "Live tracking..." as shown below:
The following window will open up:
This is the Live tracking window. It contains the following information:
(1) Host/IP: This is the IP address of the customer host machine accessing the particular web page of your web site.
(2) Referrer: This indicates the web site from where the visitor was referred to your web site. This column can have any one of the following three values:
| (a)
"Direct access" - tracked page was the first page that visitor
typed into his/her browser so, no referrer exists (b) "Self/Unknown" - this means that the visitor has already been at your website before he/she reached a tracked page. So the referrer would, in your case be, www.your-server. This means that the visitor either started browsing directly at your site ("self") or from at some other site, but that referrer is unknown because the first page he/she hit was not tracked ("unknown"). (c) "server_name" - this is the name of the server from which the visitor was referred to your web site. |
(3) Flags: The flags help you to determine whether the visitor is a new one or a repeat visitor to your web site, etc. The following flags are displayed:
F - visitor is here for the first time
R - repeat visitor
C - visitor has
been contacted in this session by an agent
X - you cannot
call the visitor he/she is at a web page with LiveTrax Stealth
P - you can call
the visitor he/she is on a call enabled page
(4) In Meeting: This column shows the name of the agent with whom the visitor is in a meeting.
(5) Current page: This column indicates the name of your web page in which the visitor is currently.
(6) Time: This column indicates the total time which the visitor has been on the current page.
(7) Total time: Total time is the total of time spent on all the tracked pages by the visitor.
(8) Remove Session: The agent can remove a session of a visitor from the tracking system, by highlighting the row describing that particular visitor and then clicking on the button 'Remove Session'.
(9) Multiple popups: If the agent checks this box, he/she can open up multiple contact windows with different visitors at the same time. If he/she does not check this box, then only one visitor details window can be opened up at a time. To open up a visitor details window, the agent has to double click on the row containing the information about the visitor in the above figure. The following widow will open up:
The above window has the following features:
|
(a) Route: This shows the detail of the visitor's route through your web site until they arrived at the current page. (b) Comments & log: This section is used for communication between the agents - to leave comments about a visitor for other Agents. (c) Call button: All an Agent has to do to proactively call a customer is click on this button. This will instantly launch a communication window on the customer's side as well as on the Agent's side enabling the Agent to offer live service to the customer. (d) Release button: This button is used by the agent to 'Release' a visitor whom the Agent has already talked with - either customer calling the agent or the agent calling the customer so that other Agents may call this customer. This is because when an agent calls a visitor or a visitor calls an agent, the communication is blocked so that no other agent can call that visitor until the first agent releases the visitor by clicking on the 'Release' button. (e) Close button: The agent can close the window by clicking on the 'Close' button. |
(10) Alarms: You can set alarms to be notified if the customer exhibits a certain behaviour and goes to a particular set of web pages. Page is identified by server name and name of the page. By setting Alarms, your Agents can be notified when a customer follows a certain path through your web site. Easiest way to set an alarm is to click on a visitor that is on some pages and open the alarms popup as shown below:
The current page is then copied to popup and you only need to choose the alarm
level (color) and click "Add". You will also have to check the box "Enable
alarms" for the alarms to be set. To remove a page, just highlight the
name of the page in the list on the left hand side and click "Remove"
and ten click "Update". If you to make changes in the existing alarms,
then to save the change, click "Update". When you are done with
making the changes, click "OK".
