Reports List

Glossary

Visit - 1 visit will start from when a connection is made to your site and ends when WhosOn clears that visitor from the Current Visitor list. This can happen after a period of inactivity or when the visitor leaves the site.

Prospect - A Visitor who has activated one of the Prospect Detection rules based on the behavior you have outlined.

Customer - A Visitor who has activated one of the Prospect Detection rules based on the behavior you have outlined which also has the Action When Detected 'Flag As Customer' enabled.

Spider - An automated bot that scours the web, mainly used to keep search engine data up to date.

Chat Request - A chat request is anytime a visitor clicks on a 'click to chat' link and then proceeds to 'Start Chat', this will include all chats including those that have been picked up by and operator and those that have been missed.

Missed Chat - A missed chat is when a visitor starts a chat but is not picked up by an operator, this will include chats that operators have failed to pick up and chats that have come through when no operators are available

Visit Number - The number of times a visitor has 'visited' your site.

Operator - A person who accesses and uses the WhosOn Client application.

Date Selector – This allows you to pick a from and to date for the period of reporting.

General

Daily Totals

Visits - Total number of visits to the site.

Entry Alerts - Free - Total number of visitors that have activated a 'Free' Site Entry Alert.

Entry Alerts - Paid For - Total number of visitors that have activated a 'Paid for' Site Entry Alert.

New Visitors - Total number of visitors that have not been to the site before.

Returning Visitors - Total number of visitors that have been to the site before.

Visitors By Alert Type - Total number of visitors grouped by Site Entry Alert. The selector for the different Site Entry Alerts is present in the top right corner of the report.

Spiders Only - Total number of Spiders that have been to the site.

Cost - Total cost calculated from Site Entry Alerts on the selected site.

Summary - Displays a variety of Summary information for each day in relation to the site. Contains totals for: Visits, New Visitors, Prospects, Customers, Alerts free, Alerts Paid, Views, Invites, Chats, Missed Chats, Peak Visits, Peak Visit Time.

Keywords with Phrase- You are prompted to enter a phrase then a chart is displayed with the total number of visits that used that phrase in their search engine query that took them to your site.

Average, Min & Max

Minimums By Day - Displays the minimum Visits seen on a day of the week for the selected date range

Maximums By Day - Displays the maximum Visits seen on a day of the week for the selected date range

Visitors By Country Name - Pie Chart displaying the total visitors grouped by Country

Times of Day - Total visitors on the site grouped by hour of the day.

Prospects

Prospects - Total number of visitors who matched any one or more Prospect Detection rules.

By Alert Type - Total number of visitors who match any one or more Prospect Detection rules, grouped by Site Entry Alerts. The selector for the different Site Entry Alerts appears in the top right of the report.

Percentage Of New Visitors - This is an argument against the value to see the percentage of visitors that are new visitors and convert to a Prospect or Customer.

Customers

Customers - Total number of visitors that have been flagged as a Customer.

By Alert Type - Total number of visitors that have been flagged as a Customer, grouped by Site Entry Alerts. The selector for the different Site Entry Alerts appears in the top right of the report.

Percentage Of New Visitors - This is an argument against the value to see the percentage of visitors that are new visitors and convert to a prospect or customer.

Chats

Chat Requests - Total number of Chat Requests.

Missed chats - Total number of Missed Chats.

Chat Listing - A list of all chats includes the following information: start time, how long the visitor waited for before being picked up, the operator who took the chat, the department the chat was assigned to, the visitor's name, the visitor's DNS, The visit number, the end time of the chat and the email of the visitor if collected.

Average Waiting Time By Operator - Total and Average waiting time of visitors who started a chat, grouped by Operator.

Average Waiting Time By Department - total and Average waiting time of visitors who started a chat, grouped by Department.

Daily Summary - A summary of chats displaying the Total Chats, Average waiting time of chats and the average length of a chat grouped by date and Operator.

Daily Chat Report - Displays summarized chat statistics grouped by date. Includes the following information: total chat requests, total chats that were taken, total missed chats, total visitor waiting time, average visitor waiting time, total length of time in chats, average length of time in chats.

Total Taken vs Abandoned - Pie chart displaying the total number of Taken Chats and the total number of Missed Chats.

Day Time To First Line - Average number of seconds by day for the first message to be sent in the chat.

Chat Peak Times - Peak number of concurrent chats broken down by hour of the day.

Chat Inside Expected Time - You are prompted for a time in seconds, then a pie chat is displayed to show how many chats were completed inside that and time and how many were outside.

Missed Chats By Hour - Shows the amount of chats that were not picked up by operators for any reason from the date range grouped by hour of the day.

Taken Chats By Hour - Shows the amount of chats that were picked up by operators for any reason from the date range grouped by hour of the day.

Referrers

Top Referrers - Summary information for the most common referrers for the site. Includes: total visit number, total new visitors, number of visitors that activated a prospect detection rule, number if visitors flagged as a customer.

Top Search Engines - Summary information for the most common search engines for the site. Includes: total visit number, total new visitors, number of visitors that activated a prospect detection rule, number if visitors flagged as a customer.

Top Referrers Containing - Prompted for a phrase then displays summary information where you phrase matches a referrer. Includes: total visit number, total new visitors, number of visitors that activated a prospect detection rule, number if visitors flagged as a customer.

Keywords

Top Keywords - The Top Keywords report lists the most common keywords entered when visitors access your site via a search engine. This also shows how many of these visitors converted as prospects or customers.

Top Keywords By Search Engine - This report shows the most popular keywords used to locate your site by visitors, as well as the search engine that was used to find your site.

Top Keywords Containing - This allows the same report as the Top Keywords, but you can enter all or part of a word or phrase to filter the results.

Pages

Top Pages - This report shows the most visited pages on the site, ordered by the most visits. This also shows the amount of new visitors for these pages, and the number of chats initiated on each of these pages.

Top New Visitor Entry Pages - This report shows the first page that new visitors to you site view, ordered by the most popular. Returning visitors are not counted towards this report.

Specific Page Search - The specific page search allows you to enter a page name, and will display the details of each visitor on that page for the last month.

Page Bounce Rate - The bounce rate shows which pages are viewed by visitors who then leave your site without viewing any other pages. This view is ordered by bounce ratio - a bounce ratio of 100% on a page means that every visitor who viewed that page left the site without viewing any other page.

Page Errors - This report shows any page requests that are not 200 OK codes. This is typically only usable with log file tracking.

Users

User Chat Report - Summarized chat information grouped by user. Includes: total number of chats, total visitor waiting time, average waiting time, total handling time, average handling time.

User Time To First Line - Average Number of seconds each user has taken to send the first message in a chat.

User Connection Details - For each user that has logged in during the date range, shows the total accumulated time an operator was online and available, as well as when status was set to busy, BRB and away. The report also shows chats picked up and invites sent for each operator within the time range.

Browsers

Top Browsers By Major Version - Reports the most popular Browser versions used by visitors.

Top Browser Type - Most popular Web Browsers.

Tickets

Tickets Per Day - The total number of tickets received for each date.

Ticket Source Breakdown - A Pie Chart displaying the various sources of tickets i.e. Email, Web Form, etc.

Time of Day Received - A breakdown of tickets received grouped by hour of the day.

Ticket Status for Time Period - A Pie Chart of the status of tickets covering the selected Date Period.

Ticket Replies Sent - Total number of ticket replies sent for each date.

Ticket Replies Received - Total number of ticket replied received for each date.

Ticket Close Time by Operator - Average length of time for an operator to close a ticket after opening.

Avg Time To First Response - Average time to the first response of a ticket for each date.

Ticket List - Produces a list and details of all tickets. Includes: Ticket ID, Source, Status, Open Date, Due Date, Closed Date, User that has taken the ticket, Ticket's email address and ticket subject.

Summary - Summarized ticket information for each date. Includes: Date, total new tickets, total unopened tickets, total closed tickets, total overdue tickets, total active tickets, total replies sent, total replies received, total bytes sent, total bytes received.