| Real-Time Data on Visitors |
| Duration of each visit and time of access | |
| Number of pages viewed | |
| Current page being viewed | |
| Visitor country of origin | |
| Site that linked/referred the visitor to your site. | |
| Conducting Conversations |
| Real time live chats with visitors on site | |
| Transferring calls among support representatives | |
| Usage of structured messages | |
| Referring customers to a page on site or to a different site. | |
| General Definitions |
| Audio and visual alert when a customer requests support. | |
| Audio alert when a new user enters the site. | |
| Snooze time - a certain period of idle time can be determined to automatically mark you as unavailable. | |
| Management and Control |
| Multiple support representative management | |
| Number of calls conducted by each representative. | |
