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)
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:
please contact us for others.
Component: RUM JS
Feature Availability: 2023.4 or later