Quality Product, Updated Constantly engineered in Germany, more than five years expierence in live support technologies Firewall-Friendly uses only HTTP and HTTPS connections (just like regular web pages) Browser-Based visitors and your support staff only need their web browsers; easily access the system from every Internet-enabled computer world-wide StartUp Wizard the easiest way to your initial yalst configuration Online Help for operators and visitors and in the configuration area UTF-8 Support essential for a worldwide usage Product Support free product support via phone, e-mail and Live Support; premium support available for Enterprise Editions Cross-Reference: - selected highlights described in detail - screenshots - take a look at round about 30 yalst windows

Features Overview - Integration Capabilities - Design and Configuration Capabilities - Visitor Monitor - Chat Functions - Campaigns and Conversion Tracking - Marketing Tools - Operators - Departments - Registered Users - FAQ Area - WAP Monitor and WinApp - Analyses and Statistics Note: This page describes all yalst features in detail. General product information can be found here!

Integration Capabilities

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Integrates in Every Web Site neither your operators nor your visitors need any browser plugins, no software installation necessary on both sides; runs on Windows, Mac OS, Linux, ...; very simple integration by adding a small code line like: <script language="JavaScript" src="http://rd.livesupportserver.de/yalst/yalst.js.php?site=29000-1" type="text/javascript"></script> (info page with many sample integrations)

Integration in HTTPS Pages (starting from Basic Edition) yalst integrates smoothly in SSL-encrypted web pages; Download Version: requires a HTTPS enabled domain or the usage of an so-called SSL proxy

Extended: Online/Offline/Busy Chat Buttons (functional range depends on edition) use your own buttons or choose them from our provided library

Text Links (starting from Basic Edition) instead of buttons possible (supports different text messages for uptime/downtime)

Direct Links (starting from Basic Edition) initiate chats without a startup dialogue window

Direct Integration (starting from Basic Edition) embed a chat startup dialogue directly in a web page instead of a chat button or a text link

Integration in E-Mail Signatures, Online Auctions and Newsfeeds (starting from Basic Edition) offer Live Support directly from your visitor's inbox or integrate yalst directly into your online auctions and newsfeeds; you can even see from which mail, auction or newsfeed a visitor is coming from

Integration as Visitor Counter (starting from Basic Edition) as yalst is a fully functional statistic/webcontrolling solution for your homepage, you can also integrate a visitor counter into your pages; the design (colors and border) can be adjusted to fit the design of your homepage

Page Rating Boxes (starting from Professional Edition) benefit of the feedback from your users, in order to optimize the contents of your web pages; you can place these "rating boxes" on all of the pages you deem relevant (of course, the colors can be adjusted); a click on the "grade" will open a feedback form, whose contents will be sent to you via e-mail; you may view the single ratings or an overall statistic; you may choose from three pre-defined rating questions or design all the questions yourself; refer to bottom of this page for a sample box

Tell a Friend (starting from Professional Edition) visitors can click on a recommendation link () and will be routed to a form, at which they can recommend your offers to a friend; the recommended friend will then receive an e-mail with a link to the recommend web page; if followed, it will be possible for you to tell in the visitor monitor, if the visit occured as result of a recommendation (as part of the statistical evaluation, you will be able to tell what user submitted the recommendation, among other data)

Integration as Survey (starting from Professional Edition) surveys not only add to the interactivity of your web site (thereby making it more attractive), but also allow you to gain knowledge about your user base, by specific formulation of the respective questions; our software offers you a single user and overall statistical evaluation for every survey you start; after a visitor participated in a survey, you can either print back out the current overall result or display a text of your choice

HTML Code Generator (starting from Basic Edition) so you can generate the HTML code for the different integration possibilities as hassle-free as possible, we provide you with a convenient HTML code generator (screenshot)

Highlight: Programming Interface (API) (starting from Business Edition) using the API it is possible to access the Live Support system from your web site or web applications; you may extract numerous data from yalst, as well as send data to the system (e.g. notifications for the Operator Console); using this technology, you can integrate our software deeply into your web site, opening up many new and powerful possibilities, such as different page displays, depending on whether or not the Live Support system is online or offline; chat API for development of third-party chat clients (e.g. for mobile devices)

Design and Configuration Capabilities

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Functional yalst Configuration Area (functional range depends on edition) wide range of possibilities for customization, using the protected, web based configuration area

Individual Design Adjustments (functional range depends on edition) customize appearance and design of the dialogue and visitor windows; individual logos (custom graphics or select from our libraries!), adjust background-, form, text and link colors; two different chat output styles

Graphic Upload (functional range depends on edition) upload chat buttons, logos, background and operator images from your local computer directly into yalst

Custom Stylesheet File (all editions) configure your own CSS file to customize all yalst windows

Multiple Downtime Options (starting from Basic Edition) if no operator is available yalst can display a contact form, an offline message or no chat button at all

Contact Form (starting from Basic Edition) if no support member is available or chat requests are left unanswered for a previously configured amount of time, the a flexible contact form can appear; the contents of the form are submitted to the site administrator via e-mail; the fields of the contact form can be customly defined (for example, telephone or fax numbers); comprehensive contact form statistics

Multiple Visitor Languages (starting from Basic Edition) all visitor windows are available in English and one secondary language like Spanish, French or German

Privacy Policy Display (starting from Basic Edition) display "privicy policy" links in startup windows and the contact form (link can lead to a yalst popup window or an external web site showing your privacy policy)

Time Zone Setting (all editions) customize the difference between server time and your local time to get accurate statistics

Date Format Setting (starting from Basic Edition) customize all date outputs to suit your local conventions (e.g. 05.02.2012, 05.02.12, 02/05/12 or 2012-02-05)

Visitor Monitor

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Everything About Your Visitors (starting from Basic Edition) every present website visitor appears in a separate line of your Operator Console (screenshot); the following visitor information are displayed: - country of origin+ including flag icon - host name/IP address - time spent on current page and total visit time - current page/department, privious visited page, total number of visited pages - position on current page (top, middle, bottom) - referrer information (origin of visitor)* - search term (if visitor comes from a major search engine*) - browser and operating system, Java/JavaScript status - installed plugins - screen resolution and number of colors - local time on vititor's computer - information about previous visits and chats*

Visitor Localization (starting from Professional Edition) shows city and region of the visitor in various screens (visitor monitor, chat window of operator, chat history and some statistic windows); Download Version doesn't come with geodata, yalst provides an interface to query external IP information databases

Visitor Recognition (starting from Basic Edition) gain information about past visits and chats**

Remarks (starting from Professional Edition) store remarks (e.g. "is interested in apparel") for every visitor; remarks are displayed in the visitor monitor, the chat window of an operator and various visitor statistics**

Referrer Color Marks (starting from Basic Edition) color marks allow to label visitors in the visitor monitor by color and a two-character abbreviation, which is defined by the specific site from which a visitor may arrive (referrer)*; separate settings for each operator possible

Mark Visitors (starting from Basic Edition) visitors can be highlighted in the visitor monitor through bolded font (e.g. important regular customers); you also have the option to play a special alarm signal, should a highlighted visitor access your web site again**

Alerts (starting from Basic Edition) you can let an alert sound be played (in the Operator Console), if a visitor enters your web site (the main page or a specific special page, e.g. the online shop); furthermore or alternatively, such a visitor is marked (two-character sequence that is configurable) in the visitor monitor screenshot); you can also let an alert sound be played, if a visitor exceeds a configurable relevance value (calculated amongst others from the duration of the visit)

Alarm Messages (starting from Professional Edition) you can let an alert sound be played (in the Operator Console with an associated text message) if a certain event occurs on a web page that has Live Support integration (e.g. visitor with an upscale shopping cart)

Clickstream Display (starting from Basic Edition) shows how visitors navigate through your web page; you can use that information to make valuable conclusions, for example to optimize how your pages are linked among each other (screenshot)**/***/****

Highlight: Form Monitor (starting from Professional Edition) help your visitors or customers fill out your web forms (logon, orders, ...) by observing their form inputs live

Popup Monitor (starting from Basic Edition) the visitor monitor can be used to observe, if the visitor opens popup windows relating the the current web page (and which he is opening exactly); these popup windows will also be tracked as part of the access statistics

Download Monitor (starting from Basic Edition) monitor the download of files (like PDFs or programs)

Link Monitor (starting from Basic Edition) monitor the usage of external links (i.e. to other web sites)

Visitor Relevance Display (starting from Basic Edition) displayed in the visitor monitor; is calculated from key data like number of visits, visit duration, number of pages et al.; helps to spot important visitors quickly

URL Push (starting from Professional Edition) opertator controlled redirection of visitors to another page of your web site, even if no chat with that visitor is running**

Filter Functions (starting from Basic Edition) observe only visitors of particular pages or from certain countries in the visitor monitor (separate filter settings for each operator)

Color Frame Marker (starting from Basic Edition) mark visitors (color frame in the visitor monitor) who have been on a certain page of your web site

Limited Monitoring (starting from Basic Edition) limited mode for high-traffic web sites, ramps up software performance

Advanced Monitoring (starting from Professional Edition) observe the values of JavaScript, Perl or PHP variables for every visitor (e.g. shopping cart value, HTTP POST data, ...) in the visitor monitor and in clickstream statistics

Shopping Cart Monitoring (starting from Business Edition) you can see how many products your visitors have in their shopping carts (including the product values); the associated statistics encompass completed and cancelled purchases, average total value and number of products for every purchase, as well products that were not purchased, among other things

Exclusion List (starting from Basic Edition) exclude certain domains and/or IP addresses (e.g. bots from search engines) from visitor monitoring

Tracking Data (starting from Professional Edition) save additional information (in form of field/value pairs) to every visitor record using a special integration code for tracking data (e.g. login names or shopping cart items); searchable tracking data statistics

Whois Tool (starting from Professional Edition) determine owner information for IP addresses and Internet domain names Download Version: requires integration of an external whois script file (available free of charge)

Chat Functions

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Text Chat (all editions) adjustable input limit between 400 and 900 characters (Free Edition always 300 char.)

Audio and Video Chat (starting from Professional Edition) operator launches audio/video chat; visitor can request an audio/video chat (can be toggled off); video stream must be activated by each party separately; full-screen video mode available requires Flash Plugin (version 9.0 or better) and audio/video hardware (microphone, headset, camera, ...) on both operator and visitor side; Download Version: requires a Wowza Media Server Pro installation on your server; alternatively we offer a streaming service on a rental basis

yalstChat App (starting from Basic Edition) contact yalst providers via iPhone® or iPod touch®; features a favorites and a history (searchable) function

Chat Alerting (all editions) by sound and/or notification window (popup)

New: Chat Notification (starting from Business Edition) invocation of an predefined URL in the background - e.g. send SMS or push notifications to your phone

Visitor Alerting (starting from Basic Edition) send alarm sound to visitor during a chat to draw his or hers attention

SSL Encryption (starting from Basic Edition) encrypted transmission of all chat content; important for confidential conversations; Download Version: requires a HTTPS enabled domain or the usage of an so-called SSL proxy

Simultaneous Chats (all editions) number of simultaneous chats per operator not limited

Highlight/Rewritten: Cobrowsing (starting from Business Edition) enables your support staff to surf together with a visitor through web sites across the Internet; during this shared browsing session, the online advisor is able to hint the visitor towards arbitrary elements of the page with arrows, as well as fill out forms

Visitor Details (all editions) well arranged visitor information box in the operator's chat window (contains referring page, country of origin, browser and screen data, link to clickstream data and previous chats et al.)

Typing Input Display (starting from Basic Edition) both of the conversation participants can see, when the chat partner is typing (can be turned off, would be displayed as following: Party is typing...); the support member can see, what exactly the visitor is typing (i.e. before the visitor submits the input), thus reducing response times

Preview Function/Spelling Check/User Dictionary (starting from Basic Edition) the support member has the option to use a preview button, in order to get a visual image of how his text will appear in the chat window; spelling errors are marked in red and can be avoided thereby; even proposals for changes or improvements are made; words, which could not be found in the large yalst basic thesaurus, can be included in a user dictionary with a simple mouse click; in the future, they will not be marked as incorrect anymore; the user dictionary can be edited in a separate window (add or delete words to/from the dictionary) Download Version: spelling check functionality requires integration of the external program "aspell" (available free of charge), which is accomplished using an integrated interface

Highlight: Chats in Secondary Languages (starting from Basic Edition) visitors can select either German, French or Spanish (more languages under way) as their preferred chat language; the user navigation (dialogues and buttons, help text, etc.) for the respective visitor will then appear completely in the selected language; the support members will be notified along with the chat request about the language at which the chat session should take place, resulting in the spell checking software to operate and apply the respective rules

Extended: Phrases (starting from Basic Edition) you can predefine as many set phrases (default replies/sentences for chat sessions) as you want (also possible for URL push, see below), which can be submitted simply through a mouse click; it is even possible to declare variables/placeholders - for example, to automatically insert the support member's name; grouping function for quicker selection of the desired set phrase (e.g. reasoning, product info or farewell sentences)

Department and Operator Phrases (starting from Basic Edition, department phrases from Business Edition) define separate phrases for each and every operator or department

Extended: Auto-Phrases (starting from Basic Edition, functional range depends on edition) automatic fade in a specified set phrase before or after the initiation of a chat session, as well as after termination

Phrase Editor (starting from Basic Edition) manage set phrases, messages or auto phrases comfortably (screenshot)

Answer Wizard (starting from Professional Edition) collection of previous chats, FAQ articles and pre-defined phrases that match the visitors question; easy to use copy function for pasting (parts of) the result into the current chat

Highlight/Extended: Active and Proactive Chats (starting from Professional Edition) a dialogue window (layer or popup) will be opened at the visitors screen with an inquiry, if a chat session should be initiated (active chat); alternatively, the respective chat session dialogue window will be opened unquestioned (proactive chat); invitation text can be visitor-specific in the case of layer invites

Auto-Invite (starting from Professional Edition) automatically invite visitors to a chat session, based on certain criteria, such as, for example, a certain minimum visit duration

Highlight: File Transfers (starting from Professional Edition) support members can transfer files from their local computer directly to the visitor and vice versa (opposite direction only possible, after the support member gives clearing); transfer offers, outlines, prospectuses, etc.; let visitors transfer required documents, in order for you to make an offer; on the receivers end, a dialogue window will popup, asking to either open or save the respectice document (screenshot); lengthy excerpts (for example, source-code or price lists) can be copied directly to an additional input window; these will be then be formatted and sent to the chat partner as a text file

URL Push (all editions) support members can open arbitary web sites in the browser window of their visitors; assist your customers at finding the desired page of your web site!

Remote Assistance (starting from Business Edition) VNC-based remote assistance, allowing support members/operators an easy way to access and maintain the computers of visitors remotely

Skype® Integration (starting from Professional Edition) if the advising operator is logged on to Skype, an additional Skype button will be displayed in the visitor chat window, which can be used to initiate a voice or video chat (requires the operator to use Skype® 2.0 or above)

Opening Question (starting from Basic Edition) visitor has the option to already formulate a question in the chat startup window (can be implemented as required or optional input), which is then already displayed in the Operator Console as part of the chat request (can be toggled off)

Query E-Mail Address (starting from Basic Edition) visitor has the option to enter his or her e-mail address in the chat startup window (can be implemented as required or optional input), which is then displayed in the chat related data/chat history (can be toggled off)

Images (all editions) images (e.g. photos of products) are embedded automatically into chat windows if their size is not larger than 300 x 200 px

Transcripts (all editions, HTML e-mails from Basic Edition) visitor, administrator and/or operator can receive a transcript of the chat session; an optional signature text can be added to visitor transcripts; HTML e-mails possible

Chat Transfer (starting from Basic Edition) transfer chat sessions to another operator

2nd Operator (starting from Professional-Edition) 2nd operator can be called to take place in the chat session as well, as a visible or invisible participant (for the visitor, that is)

Reject Chats/Block Visitors (starting from Basic Edition) reject chat requests and/or block visitors from starting further chat sessions (e.g. if someone disturbs intentionally)

Busy and Message Function (busy functionality from the Basic, messages from the Professional Edition onwards) reject chat requests with a predefined busy message or send wait messages into the chat window of a visitor

Observe Chats (starting from Basic Edition) support members have the option to observe (read along) running chat sessions from within the Operator Console (that is, if the necessary permissions were issued, screenshot)

Chat Notes (starting from Professional Edition) add/edit/delete notes for every chat session

Smileys (all editions) text sequences like :-) or :-( are automatically replaced by the respective graphical smileys; smiley selection box (starting from Basic Edition)

Rating Function (starting from Basic Edition) visitors can submit a chat/operator rating after each chat session (disengageable)

Operator Photo/Info Line (starting from Basic Edition) personalize chat windows with an operator photo (disengageable), an e-mail link, a vCard download, a phone number and other information

Operator Re-Entry (all editions) operators can re-entry running chat sessions after the browser crashed

Visitor Messages (starting from Professional Edition) it does not necessarily have to always be a (pro)active initiated chat session; you also have the option to open a notification window (layer) in the visitor's browser window; the text or a picture, as well as the window title can be configured in the Operator Console; furthermore, you may define additional custom phrases for notifications, in order to save typing time

Campaigns and Conversion Tracking

(starting from Professional Edition)

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Extended: Campaigns link advertisement banners or text ads for your web site to special yalst pages (the system will notify you of the respective page, once you create a campaign); yalst redirects visitors accessing the banner (i.e. the URL) to your web site and marks the respective visitors with a certain color (can be configured) in the visitor monitor; that way, you can see at glance how effective your advert efforts are; you can also configure a sound signal to be played, if such a visitor accesses your site

Conversion Tracking use a special integration code on web pages that have final "transactions" (for example, a system logon or sale occurs); in such a case, you will be able to see in the visitor monitor, when a transaction occured, what pages the related visitor surfed on your web site, how often the visitor already purchased something, etc.

E-Mail Notification receive a notification by e-mail per conversion tracking event (disengageable)

Detailed Statistics comprehensive turnover statistics; overall analysis and statistics of single events; transactions can be correlated with campaigns, in order to diagnose how successful your campaigns are being run (even if campaign related visits and transactions occur on different days); in case a transaction directly affects your sales volume, this can also be logged and evaluated statistically; there is also an correlation between transactions and operators who talked (live chat) to the respective visitor before a conversion occured

Undo Function delete single events (e.g. to cleanup statistics)

Affiliate Program Function using this function, you may make certain campaign/conversion tracking statistics available to selected registered users (see below) through a password protected access; in that case, the campaign could be run through the web sites of the affiliated party, thereby making prosperities directly visible and allowing transparent payments between the involved parties; unlimited number of affiliates

Marketing Tools

(starting from Professional Edition)

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target visitors and open surveys, banners or web sites for the visitor selectively - completely independent of a chat session

Monitoring it is displayed to you, whether or not a visitor clicked a banner or took part in your survey, as well as what answer was picked

Marketing Configuration easy and fully web based configuration of marketing events - including a survey editor

Design Adjustments surveys can be adjusted to match the design of the respective web site

Layer-based Banners and Surveys use HTML layers to open banner ads and surveys (circumvents "popup blockers")

Marketing Statistics overall analysis and statistics of single marketing events

Highlight: Auto Marketing start markting events automatically for new visitors (can be restricted to certain pages of your web site)

Newsletter Interface visitor can sign up for your newsletter, if desired, when requesting a transcript or filling out the contact form (mail or web interface for your newsletter sign up)

Operators (Support Staff)

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Gradual Operator Permissions (starting from Basic Edition) gradual distribution of permission levels/rights (e.g. disallow certain support members to view the statistics or join the operator chat); including the option, to only allow support members to view and delete their own chat sessions

Lock Function/Mechanism (starting from Basic Edition) operator accounts can be locked, this happens automatically in the case of too many failed login attempts

Operator Priorities (starting from Business Edition) operators with B priority are notified about chat requests only if no operators with A priority are available

Individual Settings (starting from Basic Edition) every support member (operator) has the option to customly configure their Operator Console (e.g. sort sequence of the displayed data in the visitor monitor), as well as change their login password

Operator Chat (starting from Basic Edition, functional range depends on edition) separate chat room for operators (with the option of file transfers, references to visitor chat sessions, transcript submission via e-mail, as well as the option to send private messages, notifications and alarm sounds); as an option, all traffic SSL encrypted

OpChat2Go (starting from Professional Edition) minimized version of the operator chat for mobile phones/smartphones/PDAs

Operator Messages (starting from Basic Edition) send/receive messages to/from other operators; messages are saved for 90 days***

Inactive Mode (all editions, functional range depends on edition) operators can set their status to "inactive" to take short breaks from work; they do not need to logon again after they return (reason for their absence can be specified and displayed to the other support members); sound signal that can be turned off, which is played if the number of active operators changes (e.g. as notification, whether or not an operator is now responsible to maintain the web site on his or her own;)

Busy Mode (starting from Professional Edition) during a chat session, operators can set their status to "busy" (can also happen automatically), thereby blocking any further queries; after the chat session terminates, the status will be set back to normal; if no operators is set to "active" anymore and at least one operator is set to "busy", a busy button can be displayed to the visitors, instead of the online button, which in turn can be linked to a contact form or a predefined message

Internal Operators (starting from Business Edition) internal operator cannot receive chat session requests directly from a visitor, but only indirectly through accepting a chat transfer from another operator; helps to implement a second-level support populated only by internal operators, only to be queried if complex problems arise, instead of having their time "wasted" on "regular" customer support issues

Auto Login (starting from Basic Edition) automatic log on operators by loading a web address (URL) with certain parameters

Auto Logout (all editions) automatically log out operators if connection issues with the Live Support server occur (disengageable)

Remote Logout (starting from Basic Edition) remote logout of operators by the administrator (e.g. if an operator experiences technical problems)

Login Statistics (starting from Business Edition) detect work time of operators, chronological or monthly overviews

Chat Duration Statistics (starting from Business Edition) daily or monthly view of the total chat duration for every operator

Departments

(starting from Business Edition)

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map your divisional structures to the Live Support system using departments; operators can be assigned to specific or all departments

Choose Department department selection boxes in chat startup window and contact form (disengageable)

Hidden Departments single departments can be excluded from the selection boxes mentioned above

Department-Specific Settings online, offline and busy chat button logo (if department is integrated in/linked from a web page directly) department name in secondary language welcome messages in startup window department phrases (see above) e-mail address for contact forms and chat transcripts e-mail signature (added to visitor transcripts) additional contact form fields

Registered Users (Visitors with Login Details)

(starting from Business Edition)

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Visitors with Login Details it is possible to assign login details (username and password) to regular chat users (e.g. regular customers); if such a visitor logs on a chat session with his login details, you will know immediately that you are dealing with a special/specific user

Time Credits/Chats as a Charged Service you may define time credits for registered users, which then can be used up through chatting (i.e. once the time credit is used up, no more chat sessions are possible)

Chat History registered users can review all their previous chat sessions in a password-proteced area (disengageable, includes a search function)

Change Password registered users can change their password (disengageable)

API Link-Up add/edit/delete registered users and their time credits using API functions

FAQ Area

(starting from Professional Edition)

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FAQs (frequently asked questions) are reducing the service load for your online advisors and aid as customer service during downtimes, especially

FAQ Online Editor no programming skills required

Arbitrary Structure create sections and subsections as needed; move articles to other sections if necessary

Secondary Language FAQ section is also available in the secondary language; different section structure possible

Images FAQ articles can contain images (screenshot, chart, product photo, ...)

Versatile Integration link in startup window, in contact form and directly on your web site

Search Function additional search terms can be defined for each article

E-Mail Function visitor can get a copy of every FAQ article via e-mail

Rating Function visitor can rate every FAQ article (disengageable); rating statistics available

Top FAQs the 3, 5 or 10 most frequently asked questions can be displayed on the main page of your FAQ area

New FAQs the 3, 5 or 10 most recently changed articles can be displayed on the main page of your FAQ area

API Link-Up API functions that can be used to output FAQs directly on your web site (without popup windows, example)

Internal FAQs/Knowledge Database restrict selected FAQ articles or subsections to operators; operators can copy article paragraphs to theier chat input form by a single click

FAQs for Registered Users restrict selected FAQ articles or subsections to registered users (see above)

FAQ Statistics FAQ accesses and ratings; analysis of search queries in the FAQ section

WAP Monitor and WinApp

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WAP Monitor (starting from Professional Edition) for your cellphone - displays:

- current number of visitors - current number of operators, number of inactive operators - username and login date of the respective operators - number of running chat sessions/number of unserviced chat requests - total number of visitors of the current day - total number of web page impressions for the current day - total number of chat sessions for the current day - campaign and conversion tracking statistics for the current day - shopping cart statistic for the current day (starting from Business Edition) - iPhone® version

WinApp is an optional Windows® application for your taskbar; yalst is still designed to be a sole web based application (starting from Basic Edition)

Keep Your Web Site in View operates in the so called "system tray" of the Windows taskbar as a small icon; you always have your web site in view - even if no browser window is running in the foreground

Visitor Display displays the current number of visitors on your homepage

Monitor Functions when hovering your mouse (or when clicking, causing a separate info window to appear), additional information is displayed: number of currently logged on support members, number of active chat sessions, number of chat requests, etc.

Vista Gadget displays the current number of visitors in the sidebar of Windows Vista®

Analyses and Statistics

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Chat History with Search Function (all editions, functional range depends on edition) review all previous chat sessions; search for specific chat sessions; add/edit/delete chat notes; e-mail transcripts to other persons

Statistic Modules (Operator Console) (starting from Basic Edition, functional range depends on edition) over 60 statistic screens in total Campaigns (see above) Chats (overall and single operator statistic; monthly and hourly overview, as well as origin information) Clickstream Analysis (clickstream search - find, for example, visitors that requested certain pages or were referred by certain sites - and statistics, as well as broken link reports) Conversion Tracking (see above) Contact Forms (overall and monthly overview of queries through contact forms) FAQs (FAQ accesses and ratings; analysis of search queries in the FAQ section) Marketing Events (overall analysis and statistics of single marketing events) Monitor Data (overall statistics about browser, screen, plugin and provider, tracking and shopping cart data of the visitors, as well as their home countries, regions and loyalty) Page Impressions (monthly, weekly and hourly overview of the accesses occuring on pages with Live Support integration; single page, download and link statistics (configurable time frame); external (auctions, e-mails and newsfeeds) as well as window accesses; trend analysis and advertising value) Tell-a-Friend (analysis of the web page recommendation function) Search Terms and Referrer (what search terms - using major search engines - make visitors surf to your web site? through what sites are they referred?) Visitors (single visitor overview; can be sorted by various criteria; searchable; browser details, home country and provider; clickstream, page impressions, marketing and FAQ statistics on a single visitor level; edit remarks, (un-)marking and (un-)blocking possibilities)

Extended: Statistic Modules (Back-End/Configuration Area) (starting from Basic Edition, functional range depends on edition) interactive charts, meaningful tables, CSV and Excel® export; optional: 3rd party access with a separate login page hits/visits per month, week, weekday, day and hour chats per month, week, weekday, day and hour pages overview, downloads and links clickstreams, entry and exit pages, visit duration and visitor loyalty page ratings country/region and provider referrer, search engines and terms operating system, browser, colors, screen resolution and plugins conversion tracking, campaigns and shopping carts

Page Title Instead of File Name (starting from Basic Edition) all statistics and the visitor monitor can display the page title, instead of the actual file name; page titles are defined through the integration code or detected automatically, using the HTML title tag; perfect, when your file name/pathways are not very meaningful, for example, when dealing with shop modules or a CMS

Advertising Value (starting from Basic Edition) using a given CPT your web site's advertising value is calculated using page impression statistics from today, yesterday, the last 7 and the last 30 days

Export Function (starting from Basic Edition) some analyses and statistics can be exported as a CSV or Excel® file

Exclude Browsers (starting from Professional Edition) exclude your own web site accesses from key statistics

Statistics via E-Mail (starting from Basic Edition) receive key statistics on a daily and/or weekly basis (HTML or text messages)

*	if passed
**	requires acceptance of "cookies" from your domain (usually the case)
***	clickstreams and messages to visitors are saved for 60 days for capacity reasons; operator-2-operator messages are saved for 90 days (you can configure longer periods in the Download Version!)
****	requires integration in all your web pages (an "invisible" integration, i.e. without a chat button, is possible)
+	this product uses the IP-to-Country Database provided by WebHosting.Info (http://www.webhosting.info), available from http://ip-to-country.webhosting.info