Deploying GermainUX Monitoring for Olark

🚀 Deploy Monitoring for Olark

Deploy GermainUX monitoring for Olark to capture chat activity and correlate it with the surrounding user experience.

ℹ️ 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

Ensure that the Olark implementation used by the application exposes the events required for the monitoring use case.

5. Generate Representative Chat Activity

Test the integration with representative activity.

For example:

Open Website → Open Olark → Start Conversation → Visitor Sends Message → Agent 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

Collect only the information required for the monitoring use case.

Configure masking, anonymization, or exclusion where necessary.

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

• Privacy

• SLAs

• Alerts

• Dashboards and reports

See Configure Monitoring for Olark.

ℹ️ 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.