Chat/CTI Monitoring

Feature

Germain UX RUM JS monitors end users' interactions with 3rd party chats/CTI plugins available on the monitored web application. The following data will be collected by this generic monitoring:

• Events

  • Chat Expanded

  • Chat Hidden

  • Chat Minimized

  • Conversation Started

  • Conversation Ended

  • Message Sent (from visitor to agent, from agent to visitor, offline message from visitor when agent is not available)

  • Link Clicked

• Transactions

  • Conversation Duration

  • Operator Response Time (duration from visitor sent msg to operator reply)

  • Operator Available

  • Operator Not Available

KPIs

Web Analytics KPIs, Pivots & Measures | Chat/CTI-Monitoring-KPIs

Integration

Germain UX integrates with most common CTI and Chat technologies, such as:

• Genesys

• Olark

• Channel Talk

• please contact us for others.

Component: RUM JS

Feature Availability: 2023.4 or later