The Chats overview section displays real-time information about the chat sessions and visitors viewing your website integrated with LiveAgent.
If your website is not yet integrated with the general tracking script (or any LiveAgent widget, such as a chat button) or there is no data to display, the overview displays only the general tracking script as shown in the example below.
Usually the general tracking code does not need to be added to your website, as all LiveAgent widgets include it automatically in their integration scripts. Manual integration of this script is only necessary on pages without widgets, where you still want to track visitors.
The Chats overview can be integrated with Google Maps to show your visitors' approximate location based on IP address. Check this guide to learn more.
Once your website is integrated with the general tracking code or any widget's code, and there are any visitors viewing or chatting from your website, the Chats overview displays a list of records of individual visitors. The content of the visitor record depends on the type of visitor:
Viewing visitors
Viewing visitors are users who are just browsing your website. Their record in the Chats overview section contains the following details:
Left side of a record:
- Customer's profile image (if available).
- Name of the registered customer, or location of the non-registered visitor.
- URL address of the page the visitor is currently viewing.
- Referrer URL - the URL address from which the visitor was redirected to your website. The referrer URL might be missing due to various reasons, learn more here.
Right side of a record:
- Time spent on the current page / total time spent on your website.
- A
button to invite the desired visitor to a chat. This feature requires a chat invitation to be configured. Once clicked, the chat starts right away without the visitor needing to accept it.
For performance reasons, visitors who are only viewing your website are shown in the overview only for 30 seconds since their last recorded activity. If needed, our support team can individually extend this time period on request.
Chatting visitors
Chatting visitors are users who are currently chatting, ringing to an agent, or waiting in the chat queue. Their record in the Chats overview section contains the following details:
Left side of a record:
- Customer's profile image (if available).
- Name of the registered customer, or location of the non-registered visitor.
- Chat session details - information about the agent with which the visitor is chatting, which agent and in which department the visitor is ringing to, or in which department's chat queue the visitor waits.
- Department with which the visitor is chatting, or URL address of the page from which the chat was initiated.
Right side of a record:
Chat session status with a time representing how long the visitor spent in the current state:
Chatting with an agent
Chatting with an AI chatbot
Ringing to an available agent
Waiting in the chat queue
Action buttons:
View the ticket with ongoing chat
Take a ringing chat from another agent or pick up a chat from the queue
Above the list of visitors, the top section displays real-time statistics, containing the number of current visitors, active chats with agents and chatbots, ringing chats, visitors waiting in the queue, and the number of agents for chats.
The list of online visitors is sorted based on their current status in the following order:
- visitors chatting with an agent
- visitors ringing to an agent
- visitors waiting in the queue
- visitors chatting with an AI chatbot
- viewing visitors only visiting your website without engaging in a chat
Visitors with the same status are sorted by the time they entered the given status, ascending from the most recent to the oldest.