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Visitor Tracking Configuration

Visitor Tracking Configuration

Visitor Tracking can be implemented into any website. This will allow you to track the movements a customer makes within the website, providing valuable feedback on the usage of the website.

 

Rules can be set up to provide proactive chat offers to the customer.

 

Visitor Tracking can be implemented into all browsers, examples include:

 

  • Internet Explorer
  • Firefox
  • Chrome

 

Visitor tracking is an administration option that can be assigned to specific users.

 

  1. Active Sessions

An active session indicates a customer has accessed your website. This session allows you to monitor and track the customer’s movements within the website.

 

Screen displays;

 

Active Sessions are displayed in session start time order.

 

Sessions will continue to be displayed until the duration time reaches the Tracking Session Max Duration time as defined in Settings, regardless of whether the customer continues to use the website after this time, or has already logged out before this time elapses.

 

  • Refresh Enabled
  • If Refresh Enabled is populated, the data displayed in the active sessions tab will be automatically refreshed. It will be refreshed based on the Poll Interval time defined in Settings.
  • If Refresh Enabled is not populated, the data displayed in the Active Sessions tab will not be automatically refreshed. The user will need to refresh the data using Ctrl-F5 refresh or clicking on the Active Session tab. Once the refresh is completed, Refresh Enabled will default to populated.
  • Refresh Enabled will default to populated.

 

  • Session Start
  • Date and time the active session started.
  • Duration
  • Time the session has been active.
  • Tracking will continue until the duration reaches the Tracking Session Max Duration time as defined in Settings. This is regardless of whether the customer has logged off the web site or not.
  • Browser
  • Identifies the browser used by the customer.
  • User Language
  • Identifies the language used by the browser.
  • Host Address
  • Identifies the IP address used by the browser.
  • Cust
  • Customer icon will display if the customer for this active session exists in the database.
  • Click on this icon for a new window to be opened with the Customer Console displaying the customer applicable to the active session, close this window when finished to return to Visitor Tracking.
  • Customer Ref1
  • The Customer Ref1 details from the customer record applicable to this active session, if the customer exists in Multichannel.
  • Customer Ref2
  • The Customer Ref2 details from the customer record applicable to this active session, if the customer exists in Multichannel.
  • First Name
  • The First Name from the customer record applicable to this active session, if the customer exists in Multichannel.
  • Last Name
  • The Last Name from the customer record applicable to this active session, if the customer exists in Multichannel.
  • Offers
  • Number of offers made to the customer during this session.
  • Dashboard
  • Click on this icon for a new window to be opened with the Tracking Session Dashboard displaying the active session’s visitor tracking details, close this window when finished to return to Visitor Tracking.
  • See Tracking Session Dashboard section for more details.
  • Logging
  • If the checkbox is populated, debug log messages will be recorded for the applicable active session.
  • If the checkbox is not populated, there is no logging for the applicable active session.
  • Initially Logging will not be set.

 

  • Select All
  • Set all active sessions Logging checkbox to populated.
  • Select None
  • Set all active sessions Logging checkbox to not populated.
  • Submit
  • Update the Logging flags based on what the user has selected.

 

  1. Logging

Logging will enable Multichannel support to investigate Visitor Tracking issues in greater detail. When logging is enabled, tracking messages will be logged to an output file detailing the steps the system is taking.

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