Requirements
Needed before setup
Verify the UX Monitoring Profile
Match profile to pages
Generate Representative Chat Activity
Test with real chat flows
Validate Production Monitoring
Check live chat data
Requirements
1. Verify Olark Is Deployed
Confirm that Olark is already installed and operational on the web application you want GermainUX to monitor. Verify that users can:- Open the Olark chat interface
- Start a conversation
- Send messages
- Receive agent messages
2. Deploy GermainUX RUM JS
Deploy GermainUX Real User Monitoring on the same website where Olark is running. Use the deployment method appropriate for the web application. Once RUM JS is active, GermainUX can monitor the browser session and capture supported Olark events within that experience.3. Verify the UX Monitoring Profile
In Germain Workspace, identify the UX Monitoring Profile associated with the monitored application. Use the profile that collects RUM telemetry from the pages where Olark is available. Consistent application and profile configuration ensures Olark events are associated with the correct user sessions.4. Verify Olark API Availability
GermainUX relies on the Olark JavaScript API to observe Olark activity. Olark currently exposes browser-side callbacks including:- Conversation start
- Visitor message
- Operator message
- Operator available
- Operator away
- Offline message
- Chatbox ready
5. Generate Representative Chat Activity
Test the integration with representative activity. For example:Open WebsiteOpen OlarkStart ConversationVisitor Sends MessageAgent Responds
Where possible, also test:
- Agent available
- Agent unavailable
- Offline message
- Multiple messages
- Conversation completion
6. Validate Data in GermainUX
Verify that GermainUX receives the expected chat telemetry. Confirm:- Chat events are collected
- Events are associated with the correct application
- Events are associated with the expected user session
- Chat transactions are created where applicable
- Conversation durations and response times are available where captured
7. Review Privacy
Review the Olark information captured through browser monitoring. Chat conversations may contain sensitive or personal information. Before production rollout, determine whether GermainUX needs:- Event metadata only
- Message content
- Conversation identifiers
- Agent information
- User information
8. Validate Production Monitoring
After production deployment, verify:- Olark continues to operate normally
- RUM JS is active
- Chat events are collected
- Chat monitoring introduces acceptable browser overhead
- Sensitive chat content is handled according to policy
Next Steps
Once Olark telemetry is being collected, configure:- Chat Event analytics
- Chat Transaction analytics
- Agent response-time analysis
- Conversation-duration analysis
- Categorization
- Correlation
Show all 10
Show all 10
- Privacy
- SLAs
- Alerts
- Dashboards and reports
Get More Information
Olark environments can vary significantly depending on storefront customization, extensions, integrations, infrastructure, and security requirements. The GermainUX team can help configure the appropriate monitoring scope, privacy controls, analytics, alerts, and automation for your Olark environment. Please contact us for any help.Get Help
Contact GermainUX Support
The Germain Team can help you set this up.
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