Watching Visitor Activity

When initially connecting to the ParaChat LiveHelp server, the Client main window displays the Monitored Sites tree. Additionally, under the General tab, My Status, View, Current Visitors, Invite, and Visitor Lists options are displayed.

The Sites Tree shows the web sites that are being monitored by ParaChat. You can monitor multiple sites from the same ParaChat Client. Click a site in the Sites Tree to view visitor information for the site in the Today, Summary & Current Visitors list. Click 'All Sites' to combine the results of all sites being monitored. If you right-click a site in the Sites Tree you can edit the site Properties.

Current Visitors

This view shows the current visitors on your web site. The list contains the following columns:

Site

Site name. This column is hidden unless you select ‘All Sites’ in the Monitored Sites tree, or select a Group.

Key

Shows an icon representing the visitor status:

	Indicates this is a new visitor that has not been to your site before.
	The small arrow over a visitor icon indicates that Invite Polling is active for the visitor. This means you can send chat invite messages.
	Indicates a returning visitor. This visitor has been to your site at least once.
	The visitor hasn’t moved for 5 minutes.
	The visitor has been flagged as a ‘Prospect’ on a previous visit.
	This visitor has been flagged as a new 'Prospect' on this visit.
	The visitor has been flagged as a 'Customer' on a previous visit.
	The visitor has been flagged as a new 'Customer' on this visit.
	ParaChat LiveHelp has grouped a set of similar DNS names into a group. This can happen from service providers like AOL who frequently change a visitor's IP address.
	The Paid Listing Abuse flag has been triggered for this visitor.
	The Hacker Detection has been triggered for this visitor.
	Indicates an 'Invite' has been sent to the visitor but the visitor has not yet responded to it.
	Indicates the visitor is currently chatting to an agent within your organization.
	Indicates the visitor has requested a call back that has not yet been completed.

User Name

ParaChat LiveHelp assigns a unique reference number to each visitor, which is displayed in this column.

The visitor number for today. This column starts a 1 at the beginning of each day.

Visit

The visitor’s visit number. If this shows 10 for example, it means the visitor has visited your site 10 times, and this is the 10^th visit. View the previous visits by selecting Previous Visits from the visitor popup menu.

DNS

The resolved DNS name of the visitor. This will show the IP address initially. ParaChat LiveHelp will automatically attempt a reverse DNS lookup. It will then change to show the DNS name. The visitors name will also be displayed here, if the user has chatted with an agent before, or if a name has been assigned to the visitor via the 'Contact' tab of the visit details.

On Page

The web page the visitor is currently viewing.

Views

Total number of web pages view during a visitor's session.

Start Time

The start time of the current visit.

Last Time

The time the visitor last changed pages.

Browser

The web browser application used by the visitor.

Op Sys

The operating system used by the visitor.

Location

The visitor’s geographic location. The country, region and (if available) city will be displayed. The city will be accurate to the closest point that the visitor's Internet Service Provider access point is located.

Referrer

The visitor’s referrer. This shows the referring web site. To view the referring web site in your browser, right-click the visitor and choose 'Open Referrer' from the pop-up menu.

Today Summary

This view shows a summary for the site for the current day so far. You can also view totals for previous days. Use the Previous & Next buttons on the Toolbar to change the date being displayed. You can also press the PgUp & PgDn buttons. Press the Home button to switch back to the current day.

Monthly Summary

This view shows a summary of visitor totals for the current month compared to the same period last month. A chart is also show that shows total visitors for each day this month compared to last months totals.

Connected Agents View

A list of other agents logged into ParaChat LiveHelp is displayed. Double-click an agent name to send a private message to that agent.

Group By

By default, visitors are shown in the order that they entered your site. Group visitors into logical groups using the Group By button:

Show Detail

Display each visitor's Referrer, Country, Region and Organization name below the visitor line in the Current Visitors view.

Filter

Set a filter for the Current Visitors view to send only those current visitors that match the filter to an agent's client display. Set a different filter for each monitored site. Each agent can have their own filter settings.

Note: Even if a filter is set, all visitors are still tracked by the ParaChat LiveHelp Server. The filter only applies to the display of current visitors in an agent's client.

Check the Enable Current Visitor Filter check-box to enable the filter, and set the various options for the filter. In the example above, only Prospects from the United States are selected to display in the Current Visitors view.

Right-Click Menu

Right-click any visitor in the Current Visitors view to display a right-click menu, which includes the following options:

View Visit Detail - shows the full visit detail (pressing ENTER on a visitor will also show this window).
Email Visit Detail - email the visit detail using your default email client.
Send Invite -
Send Text Invite -
Send Click Fraud Warning
Open Referrer - opens the visitors referring web site in your browser.
Open Current Page - opens the page the visitor is currently viewing in your browser.
Excludes
- Exclude Visitor
- Exclude Page
Keywords Collector
- Add Keyword
- Add Negative Keyword
- Add Negative Site
- View Collected Keywords

Filtering Current Visitors

Set a filter for your Current Visitors display using the Filter button. The filter is then set to the ParaChat LiveHelp Server. ParaChat LiveHelp will then send only those current visitors that match the filter to your client display. You can set a different filter for each monitored site. Each user of the ParaChat LiveHelp Client can have their own filter settings.

Note: Even if a filter is set, all visitors are still tracked by the ParaChat LiveHelp Server - the filter only applies to the display of current visitors in your client.

Click Enable Current Visitor Filter to switch of the filter.

You can then set various options for the filter. In the above example we are choosing to show only New Prospect visitors that entered the site via the 'Google Adwords' alert and that have 'United States' in their location and have the word 'stats' in their referrer or keywords.