Proactive Web

The Proactive Web functions means that surfers seeming to need guidance at a web site are automatically given various offers, such as being called back or to chat with an agent.

The surfer is considered qualified for an offer by having passed a specific web page a specified number of times, or has clicked on a button. If the specified conditions are met, such as there being ready agents, the surfer sees an offer and if he has said yes to what is offered, he is considered having accepted the offer. In the so-called rules for Proactive Web, configured in CallGuide Admin, facts are found about which web pages the surfer should have visited, to which queues web contacts shall be routed and which web form that a surfer shall see.

In realtime information for CallGuide Proactive Web you see the number of surfers, or sessions, that have qualified, been offered and accepted a rule as well as the total of qualifications, offers, and accepts having occurred for rule.

Sum-ups per rule for Proactive Web

In the Proactive Web window you see the following per named rule:

• Rule
  The name of the rule and whether the rule is active or inactive
• Visitors qualified
  The number of sessions (unique surfers) that at least once has qualified for the rule during the day.
• Visitors offered
  The number of sessions (unique visitors) that at least once has been presented with an offer during the day.
• Offer rate %
  The percentage of the qualified sessions that have been presented with an offer during the day. (Visitors offered/Visitors qualified).
• Visitors accepting
  The number of sessions (unique visitors) that during the day have accepted an offer at least once.
• Acceptance rate %
  Which percentage of the offered that have accepted the offer for during the day. (Visitors accepting/Visitors offered).
• Qualifications in total
  The number of times qualification has occurred for the rule in total during the day.
• Offers in total
  The number of times there has been an offer by the rule in total during the day.
• Offer rate in total (%)
  The percentage of the total number of qualified that have received an offer during the day (Offers in total/Qualifications in total).
• Accepts in total
  The number of times offers have been accepted for the rule in total during the day.
• Accepted rate in total (%)
  The percentage of the total number of offered that have accepted the offer during the day (Accepted in total/Offers in total).