Live chat dashboard and day report functionality

Sneha Joshi Jun-9th, 2021 19:56 0 0

The live chat functionality keeps a track of your online visitors. On the live chat board you will find a list of all the visitors who are accessing your web pages where you have displayed your live chat widget. On the live chat board, on the top right side of the screen, there are some features available only for the domain admin and super admin. On the live chat dashboard you will get a real time data for visitors, ongoing chats and online staff. The Day report can give you an elaborated analysis of the entire day with respect to your live chat support.

Live chat dashboard - The live chat dashboard works much like the VHD dashboard. Here you will get an overview of all the live chat features.

    On the dashboard you will get the number of total online visitors that are checking out your web pages, number of on-going chats where your staff is connected with the customer and providing chat based support and the total number of online staff. Below that you can view the details related to your online such as their registered email, staff wise number of on-going chats and the duration for which a staff has been online.

    Live chat dashboard - The live chat dashboard works much like the VHD dashboard. Here you will get an overview of all the live chat features.

    In case you have a vast number of staff members who are working as live chat agents from your system, to search for a particular staff you can apply a filter. The filter icon is displayed on the top right corner of the live chat dashboard. You can add the variables given below and search for the required staff member.

    Staff name: You can search for a staff using the registered name to check out the staff details.

    Email: If you have multiple staff members with similar first names, you can also use the registered email address of the staff member to search from the list.

    Status: You can search for a staff member based on their status. A staff can modify their live chat status as per their requirement viz. Available, Busy and Away.

    Active on chat: Using this option you can find out at any given moment, the staff members who are interacting with the clients over chat and those who are not.

    • Day report - Beside the live chat dashboard, there is an option to view daily reports. You can specify the date and explore the details of your live chat support.

    You can select the date from the calendar field for which you need to check the day report. If you have multiple domains, you can select the required domain from a drop down list of domains. On applying this filter, the system will show a detailed report for the particular day. This report consists of the following elements:-

    1. Visitors - Under Visitors you can find all the new and recurring visitors on your web pages. A new visitor is the one checking out your web page for the very first time whereas a recurring visitor is someone who is revisiting your web page.

    2. Department wise availability - You can have multiple departments configured in the system and allocate the staff department wise. These staff members will be assigned the chat requests raised by the clients. Department wise availability is the total time period during which either of the staff members belonging to that department is available to receive chat requests.

    3. Staff wise availability - When a staff is enabled as a live chat agent, chat based support requests can be routed to such staff members. The time period for which a live chat agent was available during the entire day to provide chat based support is displayed under staff wise availability.

    4. Staff accepted chat - Let’s suppose you have 3 staff members who are live chat agents and provide chat based support to your customers. The total number of chat requests accepted by each of the staff members throughout the day will be displayed under the staff accepted chat box.

    5. Referrers (URL) - Under referrers you will find the URL’s of the web pages through which the client has come for chat. These URL’s can be your website URL where you have hosted the live chat widget or the URL of blogs and articles published by your company if you have added a reference to connect with your live chat agent.

    6. Search phrases – When a client searches for keywords on a web browser and ultimately lands on your website, these keywords that led the client to you are displayed under this search phrases.

    7. Search engines - Your clients may access your Vision Helpdesk portal or live chat widget through various platforms. The system keeps a record of the search engines through which the clients are accessing, for e.g. Google, Bing, Yahoo, etc.

    8. Entry pages - When a client comes to your web page for initiating a chat, the web page through which the client is introduced to chat based support for the first time is displayed under entry pages.

    9. Pages - The web pages a client visits on your website will be listed under pages box. In this way you can also analyse what is the response received from your customers on various web pages put up by you.


    Was this article helpful?
    0 out of 0 found this helpful