> ## Documentation Index > Fetch the complete documentation index at: https://docs.germainux.com/llms.txt > Use this file to discover all available pages before exploring further. # Olark Operational Experience Intelligence > Monitor interactions between website visitors and sales or service agents through Olark and correlate them with the surrounding digital experience. Components [`Engine`](https://docs.germainux.com/main/germain-ux-engine) [`JS Profiler`](https://docs.germainux.com/main/germain-ux-js-profiler) [`RPA Bot Recorder`](https://docs.germainux.com/main/germain-ux-rpa-bot-recorder) [`RUM JS`](https://docs.germainux.com/main/germain-ux-rum-js) Availability 2017.1 or later > [card] [Chat Event Monitoring](#chat-event-monitoring) > > Browser-side chat activity > [card] [Chat Transaction Monitoring](#chat-transaction-monitoring) > > Spotting slow conversations > [card] [Analyze Chat at Scale](#analyze-chat-at-scale) > > Averages and percentiles compared > [card] [Real-Time Dashboards & Automated Reports](#real-time-dashboards-%26-automated-reports) > > Live chat and scheduled reports **Monitor Olark conversations, agent availability, response time, and chat events, and correlate them with the visitor's complete digital experience.** > [!NOTE] > > GermainUX provides real-time **Operational Experience Intelligence, Chat Analytics, User Experience Monitoring, Alerting, and Automation for Olark**. ## 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 | Path | Details | | - | - | | GermainUX provides visibility across: | **Visitor → Website → Olark Chat → Agent / Bot → Outcome** | ## 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. ![Olark Operational Experience Intelligence: Chat Event Monitoring](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/olark-monitoring/image-20231220-073500.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=205f666068b2c252b2d9fba1556ba9e1) ## 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. ![Olark chat events monitoring by GermainUX](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/olark-monitoring/image-20231009-144403.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=0474dc8d7603e49fcdc531d7c5d924af) ## 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. ![Chat conversation BP monitoring by GermainUX](https://mintcdn.com/germain-ux/A5V4ExbdsH-e9Odt/images/main/olark-monitoring/image-20231009-144500.png?fit=max\&auto=format\&n=A5V4ExbdsH-e9Odt\&q=85\&s=c33161854c089ad68289e15eef995f0d) ## 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. ## 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.](https://docs.germainux.com/main/support.md) ## Get Help > [card] [Contact GermainUX Support](https://docs.germainux.com/main/support.md) > > The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes. > [card] 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. 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