Monitoring

General

Monitoring allows you to see all current visitors of your website, track their navigation, get some additional information about them from your website scripting if needed.

If chat button code which supports monitoring is added to your web page, you can see all current visitors' details in your Visitors tab.

Monitoring is enabled in the agent app only when Visitors tab is active. In all other cases monitoring is disabled in order to save your Internet traffic.

We offer an ability to see monitoring information in real time in the app. Basic traffic details are available in the stats application.

Visitors list

You can find more information about Visitors list here.

Technical details

Monitoring speed

Real-time website monitoring information updates every 10-20 seconds for all current visitors. If the visitor's current page is changed, information for this visitor is changed immediately.

It takes up to 50-60 seconds for new visitors to appear in the list.

When the visitor leaves the website, this visitor's details disappear from Visitors list, but all information about this visitor is kept by the system for 5 minutes, until the session time is expired. If the visitor returns to the website during these 5 minutes, he/she will be considered as an existing visitor and the navigation history will be restored. If the visitor returns to the website in more than 5 minutes, he/she will be considered as a completely new visitor.

Number of visitors

Our system sometimes shows less visitors than your own web-site statistics. Main reasons:

•Our system shows only real users with browsers, not crawlers

•Our system updates monitoring information more often than most of other services

•Chat button or visitor monitoring code is not installed on all pages of your website

Geographical location

We use the most up-to-date commercial database to detect visitors' location. We update the database monthly.

Sometimes the visitor's geographical location is not detected or detected incorrectly. Possible reasons are:

1.Visitor is using proxy or anonymizer to hide the real IP address

2.Visitor's ISP published inaccurate information to the database

Possible issues

Each visitor is displayed several times in the console

This means that there are several chat button codes with monitoring function added to the page. The extra code should be removed or replaced with the code without monitoring. Please contact your web master or account administrator to solve this issue.

Visitor's location not detected or detected incorrectly

This issue is related to the database used by our system. In most cases such issues are fixed during the next database update.

Visitor is not visible in the console

The issue usually occurs if chat button code that doesn't support monitoring is used on the page. The solution is to use the code which supports monitoring instead. Please contact your web master or account administrator to solve this issue.

Visitors list doesn't refresh

This issue can occur if the console temporary lost the connection to the server and cannot restore it for some reason. The solution is to refresh the website page.