Using the Traffic dashboard | Text Help Center

The Traffic dashboard gives you a real-time view of your website visitors. It helps you understand who is on your site, where they're from, and what they're doing, and it lets you take action directly from the dashboard.

Predefined segments

At the top of the Traffic Dashboard, you'll see seven built-in segments, each showing visitors involved in specific activities:

All customers - displays all visitors currently on your website.
Chatting - lists visitors who are currently in an active chat with agents.
Supervised - displays chats that you are currently supervising.
Queued - lists all chats that are waiting in the queue to be picked up.
Waiting for reply - displays chats where the visitor is waiting for a response from an agent.
Invited - lists visitors who were invited to chat via a campaign but haven't responded yet.
Browsing - displays visitors who are on your website but haven't been invited to chat or haven't initiated a chat.

Setting filters

Filters let you target specific visitor groups based on defined criteria. You can apply multiple filters and choose whether visitors must match all conditions or any of them. For example, you might narrow your view to users who have visited your website at least three times and are from a specific country.

You can quickly find and focus on the visitors who matter most by filtering them based on their activity, who they're chatting with, location, contact details, visit history, and more.

If there are combinations of filters you use frequently, you can save them as custom segments for quick access later.

Traffic section data types and actions

The Traffic section provides a real-time overview of your website visitors and allows you to take direct actions, such as manually inviting them to chat or supervising active conversations.

You can engage visitors using the Start chat button or support your team by silently joining live chats with the Supervise chat button. This allows you to offer invisible guidance to agents when needed. Chat supervision helps monitor agent performance or train new team members.

Below is a breakdown of the types of visitor information available in this section:

Data Type	Description
Name	A pre-set visitor name (if a name isn't required in the pre-chat survey), a name provided by the visitor via the pre-chat survey, or an IP address for customers who haven't started a chat yet.
Email	The email address the visitor provided in the pre-chat survey.
Activity	The visitor's current status, such as: Chatting, Supervised, Queued, Invited, Browsing, Left website.
Actions	The "Supervise chat" button allows you to monitor an ongoing conversation between a visitor and an agent in real time and add internal notes visible only to the agent. The "Start chat" button allows you to invite a visitor by sending either a standard welcome message or a custom message, which you can edit by clicking the pencil icon. The "Pick from queue" button allows agents to manually select chats from the queue. This is useful when you want to engage with specific customers.
Teammate	The name of the agent currently chatting with the visitor.
Time on all pages	Total time the visitor has spent on your website during a session.
Country	Determined based on the visitor's IP address.
Came from	The URL address of the referrer page.
Device	The type of device the visitor is currently using.
Browser	The browser the visitor is currently using.
No. of visits	How many times the visitor visited your website.
IP	The visitor's IP address.
Teams	Which group the chat was assigned to.

Customer details

In this section, all relevant information about the chat is organized in a single panel for quick access.

At the top, you'll find the Ticket icon, which lets you create a ticket directly from the chat.

Below, you'll find customer details such as their Name, Email address, Location, Device type, and other information about the customer you are chatting with.

Additional information is grouped into individual cards:

Visited pages: You'll see the pages the visitor visited, helping your team understand what the customer is doing or looking at before reaching out - great for faster, more relevant responses.
Customer info: highlights the visitor's support history by showing their total number of chats and tickets, visit count, and when they first and last visited your site. This information helps agents personalize interactions, recognize returning users, and tailor support based on the customer's experience level.
Visit info: reveals rich session insights like the referring page, the number of pages the customer visited, how long they are on the site, their local time, IP address, and what device they're using. This helps agents troubleshoot faster, understand intent, and meet customers where they are, technically and contextually.
Customer's tickets: displays all tickets connected to the customer, so agents can instantly see open, past, or related issues. This reduces duplication, improves consistency across channels, and helps teams deliver more seamless, informed support experiences.