Live Observation allows operators to observe visitor's activity on the site without being in the engagement. An operator will see those visitors, who are browsing the site(s), that the operator is assigned to.
All the visitors who are active on the site or navigating between the pages are listed on the Visitor List which is located in the left part of the Glia Operator App interface. Visitors, who are currently active on the site are marked with a green dot. Visitors, who are navigating between the pages are marked with a spinning"loading" green circle. Also, these visitors are temporarily grayed out in order to indicate, that they can’t be selected at the given moment.
An operator can live observe the visitors who are active. If a visitor is navigating between the pages, the live observation is not possible. Visitors can be engaged only when the navigation is complete.
When an operator attempts to live observe a non-active visitor, the Glia system waits for the visitor to return or reconnect for a set amount of seconds. There are occasions where, from the operator’s perspective, the live observation takes a lot of time to load, while there is nothing to be loaded because the visitor has effectively disconnected from the site. The loading request in such a case will eventually time out. Please note, that the value of this timeout can be modified on the Glia side.
Live Observation Might Time Out When:
- A visitor has left the page when an operator chose to live observe them.
- A visitor has a poor internet connection on either desktop or mobile.
- A website or application the visitor is viewing loads slowly.
- Timeframe before removing visitor while reconnecting value is too high and operators leave before it counts down. This value is set when the site is created.
Flagging Problematic Engagements
If any of the reasons mentioned above doesn't explain why the live observation was not possible, please contact us through Customer Success Portal. If the live observation is not possible during an ongoing engagement, we'd like to investigate it further and it would be helpful to flag the engagement after it ends (please see flag the engagement to learn how to flag an engagement).