Why is the number of live Chat visitors on a website different in Analytics than Google Analytics?
The listed visitors in Analytics will only show users that load the widget. It’s possible for a user to load the page and be seen by Google Analytics without loading the widget.
Google Analytics tracks visitors differently from Analytics. You may see one visitor in Google Analytics, but none in Analytics because Google Analytics may track idle visitors or those who already left the site. Analytics is real-time, so if visitors are idle for few minutes they are removed from the visitors' list. Same with visitors who have left the site—they won't show up anymore.
The way Google Analytics and Analytics classify active visitors are slightly different:
- For Analytics, a visitor who has no mouse or keyboard movement after 10 minutes are moved to the "Idle" category. After 30 min, the visitor will be removed from the visitors list.
- For Google Analytics, the active visitors in the Real Time tab looks at visitors who have been active within the last 30 minutes and the number updates every 10 seconds. They classify an active visitor as someone who has triggered a page view in the last 5 minutes.