Tracking Variables

Overview

With Tracking Variables, you can present important, business-specific data that will help your online operators in selling and servicing your customers. You can choose to display this data for each visitor or only for visitors who request a call. Any web-accessible information from your Web Site or databases can be used as tracking variable, for example user login , shopping cart value, marketing campaign data.

In LivePerson Enterprise solution, tracking variables can be used in conjunction with Operator Alerts to display special messages to the online operators. Operations and Business Reports are also available to generate comprehensive analysis of Tracking Variables.

Example of Applications

User Login
A tracking variable can be set to capture the username or/and account number of a customer. The online operator can now identify the visitor without having to ask him any questions and without the need for a pre-chat survey.

Shopping Cart Value
Tracking Variables can be set to capture the contents of a shopping cart as well as the cart total value.

Marketing Campaign
You can use tracking variables to indentify visitors coming from your online marketing campaigns.

Display of Tracking Variables

Tracking variables are displayed in the Info tab of the Operator User interface

 

Scope

There are three different types of Scope: Visitor, Session and Page.

Scope	Description
Visitor Scope	The value assigned to a particular visitor. Only one value of the variable is stored per unique visitor. The value is “visible” in all sessions by the same visitor.  Example: Username
Session Scope	The value associated with a particular visitor session. Only one value of the variable is stored per session.  Example: Shopping Cart Total
Page Scope	The value associated with a specific page in the navigation sequence. A session can contain multiple values for the same variable. Example: Keywords used for an internal search

 

Using Tracking Variables

Tracking Variables can be embedded in the Chat Button Tag or the Monitor Tag or both. The table below describes the 2 options:

Embeded in	Scope supported	Display value to the operator
Button Tag	Session Visitor	Only for Visitors who are chatting
Monitor Tag	Session Visitor Page	For all visitors

 

Special Tracking Variables

Some Tracking variables have been pre-defined in the LivePerson application in order to provide easy access to system parameters.

Note: All the special Tracking Variables are lower case. Tracking Variables are case sensitive.

The "identifier" Tracking Variable

This Tracking Variable enables access to the parameter used for displaying the name of the visitor in the chat window. By default this name is "You". The value of the identifier variable can be set either through the pre chat survey or through Tracking variables.

The "operator" Tracking Variable

This Tracking Variable routes calls to a specific operator. It can be used for example to establish an operator directory. The operator name should be exactly as defined in the administration area (case sensitive).

The "skill" Tracking Variable

This Tracking Variable routes calls to a specific group of operators defined with the skill feature. The value of the skill variable can be set either through the pre chat survey or through Tracking variables. The skill name should be exactly as defined in the administration area (case sensitive).

Implementation

Tracking Variables can easily be added to the Button and Monitor tag using the LivePerson Tag Generator.

You will find the Tag Generator in the admin center, under Account Set Up > Page Code Builder. The Tracking Variable option is under the Advanced Setting Options.

Using the tag generator with dynamic variables

If you would like to use dynamic variables with the tag generator, you can enter them in the value field. Apply the syntax of the server side scripting language used in your Web pages (ASP, JSP, PHP, Cold Fusion).

Example for Active Server Pages (ASP):
Your total shopping cart value is stored in a variable called "TotalCart" and will be assigned to a tracking variable called "orderTotal"

Name:   Value: