Webmaster Manual

Webmaster Manuel Live & Proactive Chat

Webmaster explanation – How to set up, monitor and troubleshoot chat software

There are 6 major sections of Live and Proactive Chat features that are explained to the more technical minded. This system requires no programming experience but some skills placing the code on a web page is important. Section to be discussed:

  • Code Implementation
  • Launch Chat Monitor Window
  • Proactive Live Chat Settings
  • Static Live Chat Settings
  • Departments And Email Settings
  • Chat History Review
  • General Instructions

Live Chat service is available only if the MVI Live Stats tracking code is placed on the site pages where you want chats to be initiated from. The live tracking codes can be found by clicking on the tracking code link once logged into MVI Live Stats. Remember, Live Chat uses the same tracking code as your analytics. To set up Live Chat follow these steps:

  1. Place the tracking code on all pages of your website.
  2. Click on Departments to create departments to be shown on live chat. For example Sales or Support.
  3. Click on Operators. Type in operator’s screen name and select department.
  4. Click on Settings to define how live chat will work on your site pages.
  5. Click “Launch Chat Monitor Window”, to activate chat monitor screen.
  6. Keep your monitor screen open at all times and an audio sound will advise when visitors wish to chat.
  7. The monitor displays details about visitor by clicking the details icon located in the lower portion of the monitor window.

Each live chat session is stored within your MVI Live Stats database for later review. To access those chats, click on the ‘Chat Sessions’ link above. Once you have come to the next page, set the date range filter at the top to the time when your chat occurred. Once you have set the range to click the ‘Set’ button. The drop-down list that appears includes the listing of all chats that took place for that selected range.

Code Implementation

To access your tracking code:

To retrieve your MVI Live Stats code, you must have an active account on MVILiveStats.com by setting up a free trial. Upon completion of the free trial signup, the system will send you an email that will instruct you on how to log in. The tracking code can then be found via the “Tracking code” link within your dashboard. The code in question will look the same as the code below:

Basic installation copies and paste the code segment into the bottom of your content immediately before the closing tag of each page you are planning to track. If you use a common include or template, you can place it once into all pages that utilize that included template or footer.

Once you’ve completed this step, MVI Live Stats will immediately begin collecting data. You’ll be able to see data within your “Who’s Online” section and within all of your reports within minutes.

How can I confirm that I’ve entered the tracking code correctly on my pages?
If you used a WYSIWYG (“What you see is what you get”) editor such as Macromedia Dreamweaver, make sure that you don’t see the code when you’re viewing your page in a browser. Some such editors will attempt to place the code as text on your page – try to use the “source” view when you’re pasting the code to your web pages.

Once your page is live, select View Source from your browser’s menu and looks for the code. It should be immediately before the closing tag of your page and should look exactly as it was provided to you.

If your tracking code has been installed correctly, and you’re still not seeing data after several minutes, please contact support@MVILiveStats.com and ask for assistance.

How long does it take to see report data after adding the tracking code?

MVI Live Stats begins updating immediately and your reports should start showing data within minutes. We recommend that after the tracking code is live that you click on your homepage and every link on your site and then login into MVI Live Stats and verify that all pages on the site are displaying properly. You can easily double check this by finding yourself in your “Who’s Online” section and then clicking on your Page Views icon to see all of the pages that you’ve looked at.

The most common reason why you’re not seeing any data in your reports is because of an error in the implementation of the tracking code. Copying the pasting code from your account to a word processor may add an extra space or change the quotation marks in the tracking code by the time you paste it to your website. We suggest copying the code again and pasting it directly onto your website.

Incorrect filter settings can affect the data you see, and may unintentionally filter all of your data. This happens most frequently due to incorrect reports settings. To fix this, double-check the settings that you have selected for the report you are running to be sure it is providing you the data you are looking for.

If you have multiple sites set up on MVI Live Stats, you may be looking at the wrong site. Please verify that the site name at the top of the MVI Live Stats page is the website that you wish to view. Multiple site owners have a drop-down menu at the top left of the screen used to select the site you’d like to view data for.

Other scripts on your pages could be using some of the same variables as our tracking code, and therefore interfering with the tracking code execution. If you’re using additional scripts on your pages, consider moving the tracking code into a different section of the page. This way, the tracking code will work correctly, and it won’t interfere with the rest of your scripts.

If you are unable to see the report interface properly, download the latest Flash plug-in (7.x or higher) and make sure JavaScript is enabled in your browser.

Due to the way internet traffic is handled in China, some visits from China may be under-reported in MVI Live Stats. While this issue is not unique to MVI we do take the issue seriously and are working to find solutions. You can continue to use MVI Live Stats to analyze overall traffic trends and patterns for your site as the decrease has been proportionally consistent during this period.
Launch Chat Monitor Window
Enable you to select an operator for he lives chat session. After selected this monitoring window will remain open on your desktop until someone requests a Live Chat or until the Proactive Live Chat is selected.

Web Analytics Visitor Tracking

When chat conversation begins a Live Chat a window will open on visitor computer and request that the visitor fills in his name.


When the visitor selects the department he wants to speak with, types his name and clicks continue the owner’s computer will display the incoming Chat session request. Note request has details where the owners could click on details icon and see the visitor name, pages view, time on the site and referring sites.


By accepting the chat the owner would see this box and the could begin chatting with the visitor.


If the owner is not available the system will prompt the visitor to send an email that no one is available at this time.


Proactive Live Chat Settings

To control the Proactive and stationary live chats you select the Settings icon in the Live Chat section. When clicked you will see this page. The No Operator’s Response time Out is the amount of time you want the visitor to wait before the system displays the Sorry No Staff available. The next selection is the amount of time you wish the visitor to be on your site before the Proactive Live Chat Pop Up displays to the visitor. In the example below, it is set for 7 minutes. The proactive message to be displayed is set in the message field. You can customize your message to be displayed. To retain these setting you must click to SAVE.


Static Live Chat Settings

The next display is static code to have a live chat on your site permanently. This code can be placed in an image or link for use by visitors to contact you.


Departments And Email Settings

The system allows you to name departments up to 6 and select department email address, one address per department. When saved a live chat request that goes unanswered will be given the opportunity to send email and that appropriate email address will receive this request.


Chat History Review

The chat history allows you to find and review any chat and corresponding information about the chat visitor. The system is self-explanatory and displayed below.