Using JS to Enable Analytics Event-Tracking – Live Assist for 365 Support

This article outlines how to use JavaScript to listen for Live Assist events on websites. These events can be used to pass chat and engagement data into other systems such as analytics tools.

Prerequisites

If you want to send Live Assist events to your Google Analytics dashboard you need to do the following:

You are using the embedded chat window. These events will not work with the pop out chat window.
Your Google Analytics tracking code is loaded on the page *before* the Live Assist monitor tag. As long as the Live Assist Monitor tag is below your Google Analytics tracking code you should not have a problem.

Options to Listen for Events

To listen to an event you can either:

Call lpTag.events.bind method with the appName, eventName and your callback function. Code sample: lpTag.events.bind(appName, eventName, callbackFunction);

Call lpTag.events.bind method with an object configuration. This option includes more options.
Example:

lpTag.events.bind({
    eventName : "EVENTNAME", 
    appName : "APPNAME", 
    func: callbackFunction,
    context: callbackFunctionExecutionContext,  
    async: true, //default is false,
    triggerOnce : true //default is false
});

Function Properties

Name	Description	Type	Required	Notes
eventName	The name of the event.	string	Required	You can use "*" to see all events.
appName	The name of the app that creates the event. If you do not know the name of the app, you can leave the default value to receive events from all apps.	string	Optional	Default: "*".
func	The callback function when the event is triggered.	Function	Required
context	The object which is the execution context of the function. Useful if you rely on context ("this") in your code.	Object	Optional	Default: null.
async	When set to yes, the callback will be triggered when there is free CPU time. This option is recommended when there is heavy procession to run, in order to avoid freezing the UI.	Boolean	Optional	Default: false.
triggerOnce	When set to yes, your callback will unbind after it is called once.	Boolean	Required	Default: false.

Event Information structure

{
        eventName: "MYEVENT",
        appName: "TRIGGERINGAPP"
}

Callback Function example

The example below prints the event data and event info:

function processThis(data, eventInfo) {
     if(window.console && window.JSON){
            console.log(JSON.stringify(data) + " triggered by: " + JSON.stringify(eventInfo));
    }
}

Google Analytics Code Sample

With the below code, every time a visitor accepts a Live Assist engagement you can send that event data to Google Analytics.
Place this event binding code in your source code beneath:

The LA monitor tag
The Google Analytics code.

<script>
   lpTag.events.bind("LP_OFFERS", "OFFER_CLICK", function(eventData,eventInfo){
      // Log data to console for debugging
      if(window.console && window.JSON){
         console.log("Campaign ID: " + JSON.stringify(eventData.campaignId) + "\tEngagement ID: " + JSON.stringify(eventData.engagementId) + "\ntriggered by: " + JSON.stringify(eventInfo));
      }
      // Send data to GA
      ga('send', 'event', 'OFFER_CLICK', 'LP_OFFERS', eventData.engagementId);
   });
</script>

Omniture sample

Below is a similar example using some Omniture events.

<script>
   lpTag.events.bind("LP_OFFERS", "OFFER_CLICK", function(eventData,eventInfo){
      // Log data to console for debugging
      if(window.console && window.JSON)
      {
         console.log("Campaign ID: " + JSON.stringify(eventData.campaignId) + "\tEngagement ID: " + JSON.stringify(eventData.engagementId) + "\ntriggered by: " + JSON.stringify(eventInfo));
      }
      // Send data to Omniture
      s.eVar27 = s.pageName; alertOmniture(eventData,'Chat Initiated','events,eVar27','event20'); 
   });
 </script>