Olark Operational Experience Intelligence

Monitor Olark conversations, agent availability, response time, and chat events, and correlate them with the visitor’s complete digital experience.

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Monitoring Scope

Monitor the interactions occurring between website visitors and sales or service agents through Olark and correlate those interactions with the surrounding digital experience.

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Visibility Overview

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Chat Event Monitoring

GermainUX captures Olark chat events using the Olark JavaScript API. Olark exposes browser-side events including: These events can be analyzed as part of the visitor’s broader application experience.

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Visitor & Agent Interaction Monitoring

Monitor how visitors interact with agents or automated chat experiences. GermainUX can help teams understand: This provides operational visibility into the communication experience between a visitor and the organization.

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Chat Transaction Monitoring

GermainUX provides a Chat Transaction KPI for measuring chat activity. Examples include:

• Conversation duration
• Agent response time

This helps identify conversations that are taking unusually long or where visitors are waiting longer than expected for assistance.

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Agent Availability Monitoring

Track Olark operator availability events. GermainUX can analyze whether agents are available when users attempt to engage through chat. Availability data can be correlated with: This helps identify whether poor chat experiences are associated with agent availability rather than the surrounding application.

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Correlate Chat with the User Journey

Olark telemetry can be correlated with the broader website journey captured by GermainUX RUM. For example: or: This makes it possible to analyze chat as part of the complete digital experience rather than as an isolated communication channel.

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Identify Chat Friction

GermainUX can help identify chat conditions that may create user friction. Examples include: Chat telemetry can be combined with other GermainUX UX analytics to understand what occurred before, during, and after the conversation.

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Correlate with User Sessions

Because Olark monitoring operates through GermainUX RUM JS, chat telemetry can be associated with the user’s monitored browser session. This helps analysts move from an aggregate chat metric to the surrounding session context. For example:

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Chat KPIs

GermainUX provides preconfigured analytics for chat monitoring.

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Chat Event

Captures chat activity such as:

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Chat Transaction

Measures chat activity such as:

• Conversation duration
• Agent response time

These KPIs can be customized using GermainUX measures, pivots, and constraints.

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Analyze Chat at Scale

Use GermainUX analytics to identify whether chat conditions are: Measures such as averages and percentiles can help identify long-tail chat experiences that might be hidden by an overall average.

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Correlate Chat with Application Experience

Olark chat monitoring can be analyzed together with other browser and application telemetry collected by GermainUX. For example: This helps distinguish chat-related friction from problems originating elsewhere in the digital experience.

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Real-Time Dashboards & Automated Reports

Create dashboards and automated reports for Olark monitoring. Examples include: Combine chat telemetry with other user-experience KPIs where broader context is required.

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Alerts & SLA Monitoring

Configure SLAs and alerts for chat conditions requiring attention. Examples include: Use thresholds that reflect the expected service level of the monitored chat operation.

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Automation

Olark chat conditions can trigger GermainUX automation. For example: Depending on the use case, automation can include:

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Integration

GermainUX integrates with the Olark JavaScript API through the browser and captures relevant Olark events using RUM JS. Olark currently exposes callbacks for conversation start, visitor/operator messages, operator availability, offline messages, and other chatbox events. See Deploy Monitoring for Olark for deployment instructions.

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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.

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Get Help

The content of this document is proprietary to GERMAIN SOFTWARE.