2.1 Visitors Columns

Owned by SUPPORT
Nov 03, 2024
4 min read

CloudCX Web Chat is a real-time monitoring and chatting tool. When visitors browse your website, you can have a 360 degree of the visitor by viewing their detailed information and tracking their activities. You can get visitors’ information such as location and chat history even before chatting.

View Real-Time Visitors Columns

Prerequisites

To view visitors’ columns and start accepting chats, the system administrator needs to get the Omni-Widget code and paste the code onto your company’s website. You can find more details about Installing Omni-Widget on Your Website2.2 Installing Omni Widget on Your Website.

Step-by-Step Instructions

Once the administrator pastes the code onto the website, the Omni-Widget button appears on the website. You can view how many visitors browse your website, and you can check each visitor’s information in the Agent Panel.  

  1. Go to your system CloudCX installation domain, and log in with the agent account.

  2. Click Visitors in the left navigation menu.

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  1. In the Visitors page, the list shows a list of the visitors currently on your websites, and the total number of visitors and visitors waiting for a chat.

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Manage Visitor Columns

The visitor list shows visitors’ information from multiple perspectives.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the agent account.

  2. Go to Preference Settings > WebChat from the top right corner.

  1. In the WebChat settings page, click Visitor Columns to enter the columns manage page.

  2. In the Visitor Columns  tab, you can do the following:

  • Display columns: You can click one target column from the left list to display it on visitor list, or click Select all to display all columns on visitor list.

  • Hide columns: You can click one target column from the right list to hide it on visitor list, or click Clear selection to hide all columns on visitor list.

  • (Optional) You can click Restore Default to restore the Visitor Columns settings.

  • Click Save.

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

Column

Description

Column

Description

Status

Visitor real-time status. A visitor’s status may be one of the following:

  • In Site: A visitor opens your website page.

  • Pre Chat: A visitor is on the pre-chat window.

  • Waiting for Chat: A visitor initiates a chat and is waiting for an agent to accept the chat.

  • Chatting: A visitor is chatting with the agent.

  • Chatting With Flow: A visitor is chatting with the flow.

  • Chatting with Bot: A visitor is chatting with the chatbot.

  • Auto Invitation: A visitor is invited by the system.

  • Manually Invited: A visitor is invited by agents to chat, but has not accepted.

  • Refused by Agent: A visitor’s chat request is refused by the agent.

  • Refused by Visitor: A visitor refuses a chat invitation.

  • End: A visitor ends the chat.

  • Off Site: A visitor leaves your website.

Visitor Name

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

  • Before the visitor enter the chat window, it shows the visitor’s IP address.

  • After the visitor enter the chat window, it shows the visitor’s name and email if the information is captured by the system; if the system did not capture the visitor’s information, it shows the false name automatically assigned by the system.

Visitor Phone

Visitor’s phone. It can be empty if the system hasn’t collected the visitor’s phone number.

Agent Name

The agent, flow, or chatbot that a visitor is chatting with.

Visits

The times of this visitor have visited your website.

Chats

The number of sessions that have occurred for this visitor.

Action

Actions that agents can perform. You can find more details about Manage Visitors.

2.2 Manage Visitors.

Referred From

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

Visitor ID

A unique identification ID for the visitor, generated by the system.

Chat Queue

The chat queue that the visitor is routed to according to the routing rules.

Widgets

The name of the Widget from which a visitor chat with agents on the website.

Visit Entry Time

The time that a visitor first entry the website.

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 chats with the agent, flow, or chatbot.

Total Time

The total time that a visitor has spent on chat. The time is calculated from the moment the visitor entry the chat window.

Location

The visitor’s location information, including City, State, Country/Region.

Browser

The browser which a visitor use to browse the website.

 

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