Ir para o conteúdo

Google Analytics

About the Integration of Chat Platform Service and Google Analytics

The online consulting service Chat Platform supports integration with Google Analytics (GA) — a world-class web analytics platform, recognized as a leader in the field.

Together with Google Analytics, you will be able to analyze the history of user actions on your web resources in a single and very convenient interface, study the effectiveness of advertising campaigns, understand the audience structure, see the impact of mobile technologies on your business, and now — observe the activity and effectiveness of using the Chat Platform service on your sites. Both GA modes are supported: Universal and Classical.

For instance, you might be interested in understanding the flow of user engagement, from the moment they see the chat button to when they enter into a dialogue. Google Analytics allows you to dissect this information by geographical regions, giving you a clear view of where your visitors are coming from and how they interact with the chat service.

If your goal is to compare the level of engagement with chat invitations sent by operators between the current quarter and the previous one, Google Analytics facilitates this by providing a breakdown by the web pages where the invitations were displayed. A few clicks in the GA settings will enable you to analyze the accumulated data and generate the specific chart you need.

Another scenario could be when you wish to review the overall density of events related to the Chat Platform service over a selected timeframe. Google Analytics simplifies this task by presenting the data in an easy-to-understand format, including time-based widgets and geographical maps, to give you a comprehensive temporal and spatial analysis of user interactions with your service.

The Chat Platform service communicates with Google Analytics (GA) by sending events (events) that are grouped into a category (category) named spichat. There are four key actions within the spichat category that you can monitor using GA:

  • offline-button: This event is triggered when an offline chat button is displayed to a visitor.

  • online-button: This event occurs when an online chat button is shown to a visitor.

  • invitation: This event is recorded when a visitor is presented with an active chat invitation.

  • chat: This signifies the initiation of a dialogue between a visitor and an operator.

To configure the integration with GA, follow these steps:

  1. Ensure that you have completed the registration with the Chat Platform service, and the chat button code is successfully installed on your website and is executing. To verify this, log into the Chat Platform operator's Control Panel. Refer to the Chat Platform service connection guide if necessary.

  2. Visit your website and check that the operator call button is displayed on the pages and is functional.

  3. Confirm that the Google Analytics code is installed on your website and that data is being received by Google servers. To do this, open the GA administrative interface.

If needed, consult the guide for connecting to Google Analytics. Place the GA code in your website's templates before the closing </head> tag. Both GA methods, Universal and Classical, are supported.

  1. On the All Accounts page, select your account. This will open the page with your website's metrics.

  2. Click on the Admin button in the bottom left corner of the page to access the account's administrative settings.

  3. In the Property column, select the Tracking Info tab. You're looking for the Tracking Code section. Ensure it displays the text: Status: Receiving Data.

  4. Use the toolbar at the top of the GA administrative interface to press the Home button, returning you to your website's metrics.

  5. In the left-hand menu, navigate to Reports -> Behavior -> Events -> Overview. The Events Overview page will open.

  6. Verify that Chat Platform appears among the event categories.

  7. If the category is missing, it may be due to GA not having enough statistical data from your website. Visit your website as a visitor and perform several clicks on the operator call button across different pages. Wait for a while (information is sent to Google servers periodically). If the category still does not appear, go through the steps of this guide again.

The integration setup is now complete.

How to Utilize GA Integration

Selecting a Time Period

In the Google Analytics interface, all information is displayed for a selected time period. To choose the desired period:

  1. Click on the date displayed prominently in the upper right corner of the page to open the time period selection form.

  2. Select the start date.

  3. Select the end date.

  4. If you need to compare two time periods and overlay their statistical data (for example, comparing two quarters), check the Compare to... box and select the second time period.

Adding the "Total Events" Widget

To add a Total Events widget to your dashboard, which will display the total number of events recorded by GA, including those generated by the Chat Platform service, follow these steps:

  1. In the GA administrative interface menu, select Custom Reports -> Dashboards. The Dashboards page will open, click on Create.

  2. Enter the name of the widget.

  3. Choose the type of chart in the Standard section.

  4. In the Metric field, select Total Events.

  5. If necessary, fill in additional fields for the selected chart type.

  6. Click Save.

A new widget will appear in your dashboard showing the event data.

Building the "Top Events" Report

To create a Top Events report that displays detailed data on events from the Chat Platform category with the desired level of detail and presentation style, proceed as follows:

  1. In the GA administrative interface menu, select Reports -> Behavior -> Events -> Top Events. The Top Events report will open.

By default, all events in the report are displayed cumulatively.

  1. To display data for each of the 4 types of events in the category separately, click on Chat Platform in the Event Category column.

  2. Instead of the category, all types of events for Chat Platform will be displayed in the table.

  3. Check the boxes next to the types of events you are interested in.

  4. Click the Plot on chart button.

  5. The chart will update to show not only cumulative data for the category but also statistics for each selected type of event.

Building the "Event Pages" Report

To create an Event Pages report where the density of Chat Platform events is shown grouped by the pages of your website, follow these steps:

  1. In the GA administrative interface menu, select Reports -> Behavior -> Events -> Pages. The Event Pages report will open.

By default, all pages and types of events in the report are displayed cumulatively.

  1. To display data for certain pages of the website separately, check the boxes next to the pages you are interested in.

  2. Click the Plot on chart button.

  3. The appearance of the chart will update, and in addition to the cumulative data, information on the statistics for each selected page will appear.

  4. To display all events of the Chat Platform category separately from other events, click the Secondary Dimension button and select Behavior -> Event Category.

  5. The table will additionally display types of event categories. Similarly to step 2, select the desired combinations of pages and categories, then update the chart.

  6. To display all types of events within the Chat Platform category separately from each other, click the Secondary Dimension button and select Behavior -> Event Action.

  7. The table will additionally display types of events. As in step 2, select the desired combinations of pages and types of events, then update the chart.

Building the "Events Flow" Report

To create an Events Flow report, which displays events and the transitions between them in the form of a graph (for example, you can see how many visitors went from viewing the operator call button to actually engaging in a chat with them), follow these steps:

  1. In the GA administrative interface menu, select Reports -> Behavior -> Events -> Events Flow. The Events Flow report will open.

  2. Select the desired data segments (using the page's toolbar).

  3. Adjust the required level of detail (using the page's toolbar).

  4. Choose the appropriate scale for displaying the graph (using the control on the left side of the page).

The page will display a graph of transitions between events. You can obtain additional information about them by clicking on the nodes, edges, and markers of the graph.

For more detailed information on the functionality of the Google Analytics service, visit the Google Analytics.