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ComponentsEngineJS ProfilerRPA Bot RecorderRUM JSRUM Extension
Availability2021.1 or later

Monitoring components

Components used for capture

Continuous monitoring

Monitor live Channel Talk activity

Integration

Channel Talk Web API setup

Collected Data

Only authorized browser context data

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Overview

GermainUX monitors Channel Talk activity within a web application and correlates customer, agent, and bot conversations with the surrounding digital experience.
This helps organizations understand whether communication quality, agent availability, bot behavior, application performance, or another customer-journey issue affected service, engagement, or conversion.

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Monitoring components

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Capabilities

GermainUX can collect and analyze:
  • Supported Channel Talk events.
  • Messages exchanged between customers, agents, and bots.
  • Generic chat events and transactions.
  • Customer interactions before, during, and after a conversation.
  • The page and customer journey in which the conversation occurred.
  • Available agent, bot, conversation, and session context.
  • Browser and application errors affecting the conversation.
  • Network requests and performance associated with Channel Talk.
  • User-session evidence, including Session Replay when enabled.
  • Conversation and application behavior at individual-session and aggregate levels.
The available data depends on the events exposed by the Channel Talk Web API, the Channel Talk implementation, and the GermainUX monitoring configuration.

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Collected data

GermainUX collects only the Channel Talk data available within the monitored and authorized browser context.

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Business outcomes

Channel Talk Monitoring helps organizations improve:

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Customer, agent, and bot analysis

GermainUX can help answer questions such as:
  • Which customer journeys generate the most conversations?
  • Which pages or workflow steps cause customers to request help?
  • Are customers reaching an agent or remaining with a bot?
  • Which conversations are associated with application errors?
  • Are slow responses caused by Channel Talk, the surrounding application, or another dependency?
  • Which issues affect the most customers?
  • Do conversations contribute to conversion, abandonment, or workflow completion?
  • What did the customer do before and after the conversation?
  • Which technical problems prevent messages or conversation events from operating correctly?

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Continuous monitoring

GermainUX RUM JS or the GermainUX RUM Extension monitors Channel Talk activity during real user sessions. Use:
  • RUM JS when the GermainUX monitoring script can be deployed directly in the application.
  • RUM Extension when direct script deployment is unavailable or the application’s security architecture prevents access to the required browser context.
The collected Channel Talk evidence is associated with the available customer, application, page, and session context.

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Technical investigation with JS Profiler

When a Channel Talk problem requires deeper investigation, the GermainUX JS Profiler can provide evidence such as:
  • JavaScript function execution.
  • Function duration.
  • JavaScript errors and stack traces.
  • Channel Talk-related network requests.
  • Resource loading.
  • Browser events and user interactions.
  • Long-running browser tasks.
  • DOM activity.
  • Page and session context.
The JS Profiler complements continuous Channel Talk Monitoring. It should normally be enabled for a controlled scope when detailed technical evidence is required.

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Session Replay

When Session Replay is enabled, teams can review the user’s experience surrounding a Channel Talk conversation, subject to the configured privacy controls. Session Replay can help show:
  • What the customer was doing before opening the chat.
  • Which page or workflow generated the need for assistance.
  • Whether the chat interface appeared and operated correctly.
  • What application errors or delays occurred.
  • Whether the user abandoned or completed the workflow afterward.
Messages and input fields should be masked, excluded, or recorded only according to the organization’s privacy and compliance requirements.

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Analytics

GermainUX can analyze Channel Talk data through KPIs, measures, pivots, trends, drill-through views, and user-session context.

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KPIs

Channel Talk data can contribute to browser and chat analytics such as: Custom KPIs can be created when the organization requires application-specific conversation, escalation, service, or conversion analysis.

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Automated analysis and notification

GermainUX can apply its analytics to the collected Channel Talk evidence to:
  • Categorize recurring conversation or technical conditions.
  • Identify outliers and abnormal trends.
  • Quantify the users and sessions affected by an issue.
  • Correlate conversations with application behavior and business outcomes.
  • Detect configured phrases or messages of interest.
  • Surface conversation-related events on the Session Replay timeline.
  • Notify GermainUX users through Watches when existing insights meet conditions of interest.
A Watch provides a notification based on an insight already detected by GermainUX. It does not create the underlying Channel Talk insight.

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Integration

GermainUX relies on the supported Channel Talk Web API to receive Channel Talk events available within the monitored application. The application must:
  • Have Channel Talk deployed and operating correctly.
  • Load Channel Talk within a context accessible to the applicable GermainUX browser component.
  • Permit the required Channel Talk and GermainUX scripts under its security policies.
  • Allow the browser to communicate with the Channel Talk and GermainUX endpoints.
  • Expose the supported events required by the monitoring use case.

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Configuration

Channel Talk Monitoring requires application-specific integration with the supported Channel Talk Web API. Configuration typically includes:
1

Deploy RUM JS or the RUM Extension for the application

2

Confirm that normal browser-monitoring data reaches GermainUX

3

Confirm that Channel Talk is available in the monitored browser context

4

Enable the required Channel Talk event listeners

5

Map the supported Channel Talk events to GermainUX chat events or transactions

6

Add approved conversation, participant, and application metadata

7

Configure masking, exclusions, and retention

8

Validate customer, agent, and bot scenarios

9

Confirm that Channel Talk evidence is associated with the correct user session

Only collect the events and message information required for approved analytics use cases.

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Privacy and security

Channel Talk conversations can contain personal, confidential, financial, health, authentication, or other sensitive information. Before enabling monitoring:
  • Define which messages and events may be collected.
  • Mask or exclude sensitive message content.
  • Avoid collecting passwords, access tokens, payment credentials, or secrets.
  • Apply consent requirements.
  • Restrict access to conversations and Session Replay.
  • Apply role-based access and appropriate retention.
  • Validate customer, agent, and bot data separately.
  • Review the integration after Channel Talk or application changes.
  • Obtain approval from the organization’s privacy, security, and compliance owners.
Metadata and message content should be limited to what is necessary for the approved business purpose.

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Validation

After deployment:
1

Open the monitored application with an authorized test user

2

Start a Channel Talk conversation

3

Exchange controlled messages with a bot or agent

4

Complete or close the conversation

5

Confirm that supported events and messages reach GermainUX

6

Verify the customer, agent, bot, page, and session associations

7

Review the corresponding browser and Session Replay evidence

8

Confirm that masking and exclusions work as intended

9

Generate a controlled error or failure when safe

10

Verify the expected KPIs and analytics

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Deployment and configuration

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Collected Data

This data will include:

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Get Help

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The content of this document is proprietary to GERMAIN SOFTWARE.