The Monitoring tab displays a list of customers who are currently
visiting the Web site under the "All store customer" heading.
Customer status is indicated to the left of the customer name:
Waiting: The customer has requested help and is waiting for
help.
Chatting: The customer is currently in a session with a Customer
Service Representative.
Thinking: The CSR has initiated a help session with a customer and
is waiting for the customer to respond.
The following describes the information included in the list of
customers:
Customer
Displays the customer's user name if the customer has signed in. If the
customer has not signed in, the customer is displayed as a guest with an
assigned guest ID.
InSite
Displays the amount of time the customer has spent at the Web site. Because
the In Site timer resets each time you log on to the Customer Care workspace,
it might not accurately reflect the time a customer has spent at the Web site.
For example, a customer might spend 5 minutes at the Web site before you log
on. The In Site timer does not include the five minutes prior to your logging
on.
Current Page
Displays the title of the Web page the customer is currently viewing.
In Page Displays the amount of time the customer has spent on the
current Web page. Because the In Page timer resets each time you log on to the
customer care workspace, it might not accurately reflect the time a customer
has spent on a Web page. For example, a customer might spend 5 minutes on a Web
page before you log on. The In Page timer does not include the five minutes
prior to your log on.
Cart
This number reflects the number of items in the customer's shopping
cart.
Tip: The All store customer list contains all customers at the
site, including customers waiting for help and those in active sessions with
agents. The customers waiting number contains only those customers who
are waiting for help from a Customer Service Representative.