Why aren’t visitor names displayed in the Web Visitors and Web History list?

July 12, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (2 votes, average: 5.00 out of 5)
Loading...

  Problem: Web visitor names are displayed as “Visitor” in the Web Visitors list even when visitors start chatting. Why aren’t their real names displayed? And why aren’t their real names displayed in the Web History list? Cause: The engagements for which a visitor name is not displayed are NOT configured to display pre-chat surveys.… Read More

How to use Report Builder

May 31, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

  LiveEngage Report Builder comes with a set of predefined dashboards which offer ready made reports. These predefined dashboards can be used out of the box, or manipulated to create customized reports which contain unique key performance indicators.  LivePerson administrators can schedule your reports to run at set times on a recurring basis and be delivered… Read More

How to change the email address for scheduled reports

May 30, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

  If you’d like to change the email where you receive Report Builder scheduled reports, please chat with LivePerson Support 24/7. There is currently no way to change the email in the LiveEngage interface.

Understanding the Abandoned Rate on the Agent Data Bar

April 15, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

  The Abandon Rate is displayed on the Agent Data bar when viewing the Visitors > Web Visitors. It displays the percentage of visitors that abandoned the queue out of all visitors that entered the queue. If you do not have an offline engagement and your visitors are placed on queue when you do not… Read More

Why do chat transcript export files display incorrect customer IDs?

April 12, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

Problem When we export chat transcripts to a CSV file, the customer IDs are displayed in scientific format. Then we convert the IDs back to decimal format. But the converted ID does not match the original ID. For example, one of our customer’s IDs is 5121079781289563. In the export file it is displalyed as 5.12108E+15,… Read More

Control Group Q&As

March 28, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (1 votes, average: 3.00 out of 5)
Loading...

  What are control groups and how do they work? A control group is a random number of visitors to your website who do not receive any type of engagement from a LiveEngage campaign.The activity of these visitors in the control group, for example, sales purchased and defined goals reached, is then compared to the… Read More

Why is the Agent Goal Tracker “missing” transactions reported in Web History?

February 12, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

Some order ID’s (sales transactions) reported in Web History are not reported by the Agent Goal Tracker (on the Agent Manager BI Dashboard). Why is the Agent Goal Tracker missing these order IDs? The reason this happens is: The “missing” orders took place before the visitors began to chat. Conversions that take place before chat,… Read More

How is the conversion rate of a control group displayed in the Campaign Manager dashboard?

February 8, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

Question: How is the conversion rate of a control group displayed in the Campaign Manager dashboard? Answer: The conversion rate displayed in the Campaign Manager dashboard is shown as a whole number (without a decimal). If the conversion rate is 7.6% then the number is displayed as 8%. For example, if the actual conversion rate… Read More

How can I find chats that only contain private messages?

February 8, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

Question: I need to locate chats that only contain private messages but there is no such filter in Web History. How can I locate these chats? Answer: On the Web History page, export your data in JSON format. In the JSON file, search all data containing: “subType”:”ONLY_TO_REP”  

Missing Excel export button in Report Builder

February 8, 2018
1 Star2 Stars3 Stars4 Stars5 Stars (No Ratings Yet)
Loading...

  The client is unable to export Report Builder reports from any of the Report Builder dashboards. The reason this happens is: The user does not see the visualization headers that contain the Export options menu (at the top right corner). For users who do not have “Edit” access in Report Builder, the visualization headers… Read More