Skip to main content
ComponentsJS ProfilerRUM JSRUM Extension
Availability2022.1 or later
Browser supportonly latest Chrome, Edge and Opera

Benefits

Value of chat and CTI

Missed and abandoned interactions

Spot unanswered and dropped chats

Optional customization

Tailor monitoring to your workflow

Deployment and configuration

Install and tune agents

​
Overview

GermainUX monitors supported chat and Computer Telephony Integration (CTI) components embedded in browser-based applications. It captures user and agent interactions, conversation milestones, availability, and response times so organizations can analyze customer experience, agent productivity, workflow efficiency, and technical issues.

​
Benefits

Chat and CTI Monitoring helps organizations:
  • Detect customers who request assistance but do not receive a response.
  • Measure operator availability and response time.
  • Identify abandoned, incomplete, or unusually long conversations.
  • Understand how users and agents interact with chat and CTI controls.
  • Analyze conversation volume and duration.
  • Correlate conversations with CRM activity, user sessions, errors, and performance.
  • Identify workflow delays and lost productivity.
  • Analyze sentiment and conversation quality when authorized message content is available.
  • Notify teams when a monitored condition requires attention.

​
Supported integrations

GermainUX provides monitoring for supported chat and CTI technologies, including: The available events depend on the provider, how the component is embedded, the interfaces exposed by the provider, and the deployed GermainUX configuration.

​
Preconfigured monitoring

For supported integrations, GermainUX provides preconfigured monitoring for common chat and CTI events and transactions. Additional configuration is required only when:
  • The chat or CTI provider is not preconfigured.
  • The application uses a customized widget.
  • Customer-specific events or attributes are required.
  • Conversation content must be collected and analyzed.
  • Custom business processes, KPIs, SLAs, or notifications are needed.

​
User-interface events

Depending on the supported integration, GermainUX can detect events such as: The presence of a Message Sent event does not necessarily mean that GermainUX collects the message content. Content collection requires separate technical access, configuration, and authorization.

​
Conversation transactions

GermainUX can measure supported chat and CTI transactions such as: Available measurements depend on the events exposed by the integrated provider.

​
Missed and abandoned interactions

GermainUX can use collected events and customer-specific rules to identify conditions such as:
  • A visitor requests assistance but no operator is available.
  • A conversation starts but receives no agent response.
  • The visitor abandons before receiving a response.
  • The chat widget is repeatedly opened and closed.
  • The response time exceeds its SLA.
  • The conversation ends before the expected workflow completes.
  • A technical error interrupts the interaction.
  • A user repeatedly attempts to contact support.
These insights can be analyzed across all affected users instead of relying only on individual complaints.

​
Real User Monitoring and Session Replay

When GermainUX RUM JS and Session Replay are enabled, authorized users can review the browser activity surrounding a chat or CTI interaction. Session Replay can help teams understand:
  • What the visitor or agent did before opening the chat.
  • Which page, product, case, or workflow prompted the interaction.
  • Whether an operator was available.
  • How long the visitor waited.
  • Whether a technical error occurred.
  • Whether the user abandoned the page or completed the intended task.
  • What the agent did in the connected CRM before, during, and after the conversation.
Session Replay records supported browser activity. It does not automatically record call audio or video. See User Session Monitoring, Replay & 6 Heatmaps.

​
CRM and business-process correlation

Chat and CTI interactions can be correlated with Salesforce, Siebel, Microsoft Dynamics 365, or another monitored CRM when common identifiers or sufficiently precise timestamps are available. Correlation can associate a conversation with:
  • User or agent session
  • Customer or contact
  • Lead or opportunity
  • Case or service request
  • Order
  • Call or conversation ID
  • CRM workflow
  • Browser errors
  • Network requests
  • Backend transactions
  • Application and integration logs
This helps organizations understand the complete workflow rather than analyzing the chat or call in isolation. Examples include:
  • Customer request to agent response
  • Incoming contact to case creation
  • Chat start to issue resolution
  • Sales conversation to order completion
  • Call start to after-call work
  • Escalation to specialist assignment
See Business Process and Workflow Mining and Correlation or Tracing.

​
Message and conversation analysis

When message content or transcripts are available through an authorized integration, GermainUX can analyze:
  • Sentiment
  • Intent
  • Conversation topics
  • Recurring questions
  • Escalation indicators
  • Customer frustration
  • Agent communication
  • Resolution outcome
  • Customer-defined phrases
  • Conversation quality
Message-content analysis requires:
  • A provider interface that exposes the content
  • Appropriate access permissions
  • Explicit organizational approval
  • Privacy and retention controls
  • A configured GermainUX data-collection and analysis method
Chat-event monitoring can still operate when message-content collection is disabled. See Chat Analysis and Sentiment Analysis.

​
Availability and technical monitoring

GermainUX can detect supported technical conditions affecting the chat or CTI experience, including:
  • Operator unavailable
  • Chat widget not displayed
  • JavaScript errors
  • Unhandled promise rejections
  • Failed or slow HTTP requests
  • WebSocket errors
  • Authentication failures
  • Integration failures
  • Browser freezes
  • Customer-controlled service or process failures
Deploy the GermainUX Engine when related APIs, services, logs, databases, integrations, or infrastructure must also be monitored.

​
KPIs, measures, and pivots

Chat and CTI monitoring can provide KPIs such as: Measures can include:
  • Conversation count
  • Message count
  • Unique visitors
  • Unique agents
  • Conversation duration
  • Operator response time
  • Wait time
  • Abandonment count
  • Abandonment rate
  • Availability rate
  • Workflow duration
  • Lost productivity
  • Conversion rate
Results can be segmented by:
  • Chat or CTI provider
  • Application
  • Page
  • Visitor or agent
  • Team
  • Conversation result
  • Operator availability
  • CRM workflow
  • Product or service
  • Customer segment
  • Browser
  • Device
  • Environment
  • Time period
See KPIs, Pivots & Measures.

​
SLAs and automated analysis

Configure SLAs and rules for conditions such as:
  • Operator response time exceeds its target.
  • No operator is available.
  • A conversation remains unanswered.
  • Conversation abandonment exceeds its expected rate.
  • The chat widget or CTI integration fails.
  • Conversation duration is abnormally long.
  • A critical phrase or sentiment is detected.
  • A related CRM workflow does not complete.
  • A new technical error affects conversations.
GermainUX can analyze trends, affected users, business impact, and related technical conditions.

​
Notifications and actions

When GermainUX detects an important Chat or CTI insight, it can:
  • Send an alert.
  • Notify interested GermainUX users through a Watch.
  • Generate a scheduled or event-driven report.
  • Call an authorized HTTP endpoint.
  • Open an operational workflow.
  • Execute an approved diagnostic or remediation action.
For example, a Watch can notify a customer-service manager when a visitor requests assistance but receives no response. A Watch notifies users about an insight already detected by GermainUX; it does not create a new insight. See Automation.

​
Optional customization

Customize the preconfigured monitoring when the provider or business process requires it. Possible customizations include:
  • Add support for a customer-specific chat widget.
  • Change how conversation start and end are detected.
  • Define operator-response-time logic.
  • Detect transfers, escalations, or abandonment.
  • Add participant, team, queue, or conversation metadata.
  • Create customer-specific KPIs and pivots.
  • Define a business-process workflow.
  • Configure message-content analysis.
  • Add Phrases of Interest.
  • Create Custom Replay Insights for important conversation events.
  • Correlate conversations with CRM or backend systems.
  • Configure customer-specific SLAs, alerts, Watches, or actions.
See Custom Insights.

​
Security and privacy

Chat and CTI data can contain personal, confidential, financial, health, or authentication information. Before production deployment:
  • Determine whether message content may be collected.
  • Collect only the data required for the approved purpose.
  • Mask or exclude sensitive content.
  • Exclude passwords, payment information, security codes, and authentication tokens.
  • Define whether visitor and agent identifiers may be collected.
  • Restrict access to individual conversations and Session Replay.
  • Configure consent where required.
  • Define retention and deletion requirements.
  • Review third-party provider terms and permissions.
  • Validate privacy behavior in chat windows, popups, and cross-origin frames.
Do not collect call audio, video, messages, or transcripts unless they are technically available and explicitly authorized.

​
Limitations

Monitoring depth depends on:
  • Chat or CTI provider
  • Provider APIs and browser events
  • Application ownership
  • Same-origin and cross-origin restrictions
  • RUM JS access to the embedded component
  • Browser support
  • Provider and customer permissions
  • Privacy configuration
  • GermainUX version
A third-party widget contained in an inaccessible cross-origin frame may require the GermainUX RUM Extension, a provider API, or a customer-specific integration. GermainUX cannot analyze message content that the provider does not expose or the organization does not authorize for collection.

​
Validation

Follow these steps to validate monitoring:
1

Deploy and validate GermainUX browser monitoring

2

Open the application containing the chat or CTI component

3

Expand, minimize, and hide the interface

4

Start and end a test conversation

5

Send approved test messages from both sides

6

Test operator-available and unavailable conditions

7

Select a test link in the conversation

8

Confirm that the expected events appear in GermainUX

9

Verify conversation duration and operator response time

10

Confirm association with the correct session and application

11

Validate CRM or workflow correlation when configured

12

Confirm that sensitive message content is protected

13

Test the configured SLA, alert, or Watch

​
Troubleshooting

If events are missing:
  1. Confirm that RUM JS is loaded and running.
  2. Verify that the provider and widget version are supported.
  3. Confirm that the chat component is within an accessible browser context.
  4. Check for cross-origin iframe restrictions.
  5. Verify that the correct UX Monitoring Profile is active.
  6. Review browser-console and network errors.
  7. Confirm that the expected provider events are generated.
  8. Verify consent, sampling, and privacy settings.
  9. Check whether the widget markup or provider API changed.
  10. Contact GermainUX Support for a customer-specific integration when necessary.

​
Deployment and configuration

  • Deploy GermainUX RUM JS in the application containing the supported chat or CTI component.
  • Use the preconfigured Chat and CTI monitoring where available.
  • Configure the provider-specific integration only when required.
  • Validate conversation events, duration, operator availability, and response time.
  • Configure CRM and business-process correlation when shared identifiers are available.
  • Configure authorized message-content, sentiment, intent, and Phrase-of-Interest analysis when required.
  • Deploy the GermainUX Engine for provider APIs, integrations, logs, and supporting technology monitoring.
  • Configure custom KPIs, SLAs, dashboards, alerts, Watches, reports, or approved actions only when required.
  • Validate privacy, consent, masking, access, and retention before production rollout.

​
Get Help

Contact GermainUX Support

The Germain Team can help you set this up.

Can't find what you need?

Search all GermainUX docs with Ctrl + K, or use the feedback buttons at the bottom of this page to tell us what is missing.

The content of this document is proprietary to GERMAIN SOFTWARE LLC.