Olark Operational Experience Intelligence

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

💬 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.

🔗 Visibility Overview

💬 Chat Event Monitoring

GermainUX captures Olark chat events using the Olark JavaScript API.

Olark exposes browser-side events including:

• Chat conversation started

• Message sent by visitor

• Message sent by operator

• Operator availability

• Operator unavailable

• Offline message sent

• Chatbox activity

These events can be analyzed as part of the visitor's broader application experience.

👤 Visitor & Agent Interaction Monitoring

Monitor how visitors interact with agents or automated chat experiences.

GermainUX can help teams understand:

• When conversations begin

• Whether agents are available

• Messages sent and received

• Chat activity within a user session

• Conversation progression

• Interaction timing

This provides operational visibility into the communication experience between a visitor and the organization.

⏱️ 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.

🚦 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:

• User sessions

• Chat activity

• Application pages

• Conversation outcomes

This helps identify whether poor chat experiences are associated with agent availability rather than the surrounding application.

🧭 Correlate Chat with the User Journey

Olark telemetry can be correlated with the broader website journey captured by GermainUX RUM.

For example:

Visitor → Product / Service Page → Open Chat → Agent Response → Continue Journey

or:

Visitor Problem → Start Chat → Agent Unavailable → User Leaves

This makes it possible to analyze chat as part of the complete digital experience rather than as an isolated communication channel.

🔍 Identify Chat Friction

GermainUX can help identify chat conditions that may create user friction.

Examples include:

• Agent unavailable

• Long response time

• Long conversation duration

• Repeated chat activity

• Chat started but user journey does not continue as expected

Chat telemetry can be combined with other GermainUX UX analytics to understand what occurred before, during, and after the conversation.

🎥 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:

Slow Agent Response → Affected User Session → Page / Journey → Subsequent User Behavior

📊 Chat KPIs

GermainUX provides preconfigured analytics for chat monitoring.

Chat Event

Captures chat activity such as:

• Agent availability

• Message sent

• Message received

• Other monitored chat events

Chat Transaction

Measures chat activity such as:

• Conversation duration

• Agent response time

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

📈 Analyze Chat at Scale

Use GermainUX analytics to identify whether chat conditions are:

• Isolated to one session

• Associated with a particular application

• Concentrated around particular agents or agent groups where captured

• Recurring

• Affecting specific user populations

• Correlated with broader user-experience issues

Measures such as averages and percentiles can help identify long-tail chat experiences that might be hidden by an overall average.

🔗 Correlate Chat with Application Experience

Olark chat monitoring can be analyzed together with other browser and application telemetry collected by GermainUX.

For example:

Chat Delay → User Session → Page Performance

Chat Event → Browser Error → User Abandonment

Agent Unavailable → User Journey → Exit

This helps distinguish chat-related friction from problems originating elsewhere in the digital experience.

📊 Real-Time Dashboards & Automated Reports

Create dashboards and automated reports for Olark monitoring.

Examples include:

• Chat activity

• Conversation count

• Agent availability

• Conversation duration

• Agent response time

• Chat trends

• Chat events by application

• Chat experience by user population

Combine chat telemetry with other user-experience KPIs where broader context is required.

🔔 Alerts & SLA Monitoring

Configure SLAs and alerts for chat conditions requiring attention.

Examples include:

• Agent response time exceeds threshold

• Conversation duration exceeds threshold

• Agent availability changes

• Unexpected reduction in chat activity

• Critical chat event detected

Use thresholds that reflect the expected service level of the monitored chat operation.

⚙️ Automation

Olark chat conditions can trigger GermainUX automation.

For example:

Monitor → Detect → Analyze → Alert → Automate

Depending on the use case, automation can include:

• Notifications

• Reports

• Operational workflows

• HTTP actions

• Other configured actions

🔗 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.

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.