Configure Who's On to Track Portal Visitors

As visitors hit your portal, they will show up in Who's On. Agents can watch this list and push live chats to them if the agent belongs to a group that allows chat.

Applies to SmarterTrack 11.x-12.x

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the Settings icon.
  3. Expand the Configuration folders.
  4. Click Who's On in the navigation pane.
  5. Check "Enable Who's On"
  6. Click Save.

Who's On Filters
You may find that you want to segregate site visitors into one or more groups based on where they are on your site. This can be accomplished using Who's On filters.

For example, you may want to separate traffic in your forum from traffic in your order page. You can create one filter with "/forums/" and another with "Order" to separate the two (assuming your site was set up this way, of course).

Follow these steps to add a Who's On Filter:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the who's on icon.
  3. Click Action and then select Add Filter
  4. Provide it a filter name such as "Orders" and select Brand is necessary.
  5. Click on conditions tab
  6. Click Add Condition and fill in the appropriate Condition, Operator, and Value and click Ok.
  7. Click Save

Applies to SmarterTrack 10.x

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the Settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Brands in the navigation pane.
  5. Select the desired brand and click Edit.
  6. Click the Options tab.
  7. Select the Track portal visitors in Who's On checkbox.
  8. Click Save.

Applies to SmarterTrack 6.x - 9.x

Follow these steps to configure Who's On to track and enable communication with portal visitors:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Brands in the navigation pane.
  5. Select the desired brand and click Edit.
  6. Click the Who's On tab.
  7. Select the Track portal visitors in Who's On checkbox.
  8. Add any related URLs to track visitors.
  9. Click Save.

Optionally, SmarterTrack can be configured to track customers on your website. For more information, refer to the KB article Configure Who's On to Track Visitors on your Company’s Website.

Who's On Filters
You may find that you want to segregate site visitors into one or more groups based on where they are on your site. This can be accomplished using Who's On filters.

For example, you may want to separate traffic in your forum from traffic in your order page. You can create one filter with "/forums/" and another with "Order" to separate the two (assuming your site was set up this way, of course).

Follow these steps to add a Who's On Filter:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Who's On folders.
  4. Click Who's On Filters in the navigation pane.
  5. Click New in the content pane toolbar.
  6. In the Filter Name field, type a friendly name for the filter. The name you choose will display in the navigation pane.
  7. In the Brand Filter field, select the appropriate brand from the list (if the filter only applies to a specific brand).
  8. Click the Conditions tab.
  9. Click Add Condition.
  10. Select the conditions this filter is to be used for.
  11. Click OK.
  12. Click Save.

Working in Who's On
While viewing Who's On, different people will have different ideas of important things to view. Click on the column selector box at the bottom right-hand corner of the content pane to customize the columns that display. These include page and site referrers, geographic location, language, host domain, and any other potential columns.

For information on interacting with customer via Who's On, please refer to the KB article Use Who's On to View and Interact with Website and Portal Visitors

For more information, refer to the Who's On Overview section of the SmarterTrack Online Help.

 

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