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Visitor Tracking Reports

Table of contents

Visitor Tracking Reports

 

  1. Successful Offers

 

This reports the offers that have successfully created a chat message. This report will also include abandoned chat message. (To specifically see abandoned chat messages run the Abandoned Chat Message Details or Abandoned Chat Summary By Day reports.)

 

  • Click on the customer icon for a new window to be opened with the Customer Console displaying the customer applicable to the row on the report. Close this window when finished to return to the report.
  • Session
  • Click on the dashboard icon for a new window to be opened with the Tracking Session Dashboard displaying the tracking information applicable to the row on the report. Close this window when finished to return to the report.
  • Offer
  • Offer type applicable to this message.
  • Rule
  • Proactive offer rule applicable to this message.
  • Match Source
  • Proactive offer rule?
  • Match Type
  • Proactive offer rule?
  • Match Value
  • Proactive offer rule?
  • Customer Ref1
  • The customer ref1 detail from the customer record applicable to this message.
  • Customer Ref2
  • The customer ref2 detail from the customer record applicable to this message.
  • Sender
  • The sender details for this message.
  • Message Created
  • The date and time this message was created.
  • Message
  • Click on the message icon for a new window to be opened with the successful chat message details applicable to the row on the report. Close this window when finished to return to the report.

 

  1. Tracked Website Sessions

 

Details the tracked websites session and provides statistics on the selected sessions.

 

  • Click on the customer icon for a new window to be opened with the Customer Console displaying the customer applicable to the row on the report. Close this window when finished to return to the report.
  • Customer Ref1
  • The customer ref1 detail from the customer record applicable to this tracked session.
  • Customer Ref2
  • The customer ref2 detail from the customer record applicable to this tracked session.
  • Host Address
  • Identifies the IP address used for this tracked session.
  • Session Start
  • Date and time the tracked 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.
  • Active
  • This active flag will indicate if the tracking session is still active or not.
  • 1 will indicate the tracking session is still active, meaning the customer is still actively in the website.
  • 0 will indicate the tracking session is no longer active, and the customer is no longer on the website. The duration time will still continue until the Tracking Session Max Duration time has been reached.
  • Offers Made
  • Total number of offers presented to the customer for current duration of this tracked session.
  • Offers Accepted
  • Total number of offers accepted by the customer for the current duration of this tracked session.
  • Although a customer can accept an offer, they may no actually start a chat session.
  • Offers Rejected
  • Total number of offers rejected by the customer for the current duration of this tracked session.
  • Offers Ignored
  • Total number of offers ignored by the customer (ie customer has not accepted or rejected the offer) for the current duration of this tracked session.
  • Messages Created
  • Total number of messages created as a result of the customer accepting a presented offer.
  • Session
  • Click on the dashboard icon for a new window to be opened with the Tracking Session Dashboard displaying the tracking information applicable to the row on the report. Close this window when finished to return to the report.

 

Note:

  • The combined total of accepted, rejected, and ignored offers may not equal the total the number of offers made. A customer may have been presented with an offer but had not made a decision or the browser was closed (passive ignore) when the report is run.
  • A ‘passive’ ignore is where an offer has been presented to the customer, and the browser has been closed before the customer could choose to accept or reject the offer, and before the offer could be considered ignored by the system (before the ‘Consider an offer ignored after’ time period as defined in Visitor Tracking Settings).The system will consider this offer to be ignored, and append to the ignored total, after the elapsed ‘Consider an offer ignored after’ time plus two ‘Poll Interval’ times.
  • Ignored rules will not be applied to a ‘passive’ ignore.

 

  1. Tracked Website Sessions By Hour

 

Details the tracked websites session and provides statistics on the selected sessions with a breakdown by hours.

 

  • Hours
  • The breakdown in hourly increments of the volume of tracked website sessions.
  • 0 = midnight, 23 = 11pm
  • Sessions
  • Total number of tracked website sessions broken down into the hourly bucket the session was started in.
  • Offers Made
  • Total number of offers presented to the customer broken down into the hourly bucket the offer was made in.
  • Offers Accepted
  • Total number of offers accepted by the customer broken down into the hourly bucket the offer was accepted in.
  • Offers Rejected
  • Total number of offers rejected by the customer broken down into the hourly bucket the offer was rejected in.
  • Offers Ignored
  • Total number of offers ignored by the customer (ie customer has not accepted or rejected the offer) broken down into the hourly bucket the offer was ignored in.

 

Note:

  • The combined total of accepted, rejected, and ignored offers may not equal the total the number of offers made. A customer may have been presented with an offer but had not made a decision or the browser was closed (passive ignore) when the report is run.
  • A ‘passive’ ignore is where an offer has been presented to the customer, and the browser has been closed before the customer could choose to accept or reject the offer, and before the offer could be considered ignored by the system (before the ‘Consider an offer ignored after’ time period as defined in Visitor Tracking Settings).The system will consider this offer to be ignored, and append to the ignored total, after the elapsed ‘Consider an offer ignored after’ time plus two ‘Poll Interval’ times.
  • Ignored rules will not be applied to a ‘passive’ ignore.

 

 

 

 

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