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Tags for Tracking VariablesOverviewWith 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 website 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 conjuction with Operator Alerts to display special messages to the online operators. Operation and Business Report are also available to generate comprehensive analysis of Tracking Variables.
Example of ApplicationUser Login A tracking variable can be set to capture the username or/and account number of customer. The online opoerator can now identify the visitor without having to ask him any questions and without the need of a pre chat survey. Shopping Cart Value Tracking Variables can be set to capture the contain of a shopping cart as well as the cart total value. Marketing Campaign You can use tracking variable to identy visitors coming from your online marketing campaigns.
Display of Tracking VariablesTracking variables are displayed in the Operator interface in the Info tab
ScopeThere are three different types of Scope: Visitor, Session and Page.
*Note: Page scope can only be used with accounts which have the LivePerson's Business Reports feature available.
Formatting Tag VariablesThe general format for a CustomVariable Tag when embedded in HTML is as follows:
Spaces or special characters in the name or value pair should be encoded in order to avoid errors in Netscape. For example spaces should be replaced by the character "+". To avoid any loss of data we recommend escaping all the value of the custom variables. Click here for more information.
Embedding Custom Variable TagsCustom Variable Tags can be embedded in a Chat Button Tag or Monitor Tag or both.
The following examples demonstrate how a custom variable tag can be used to retrieve information from various sources and present them through the LivePerson interface. However, as every source and database is different, there could be differences between the way we present information below and how it needs to be coded for your application. Please contact LivePerson with any questions at LivePerson support: techsupport@liveperson.com
Embedding Custom Variables in the Chat Button TagTo embed the tag variables, you add them as query parameters to the target URL within the tag. Separate the variables with the ampersand (&) character. Adding the tag variable in the onClick statement (Red) is required. Adding it to the URL (Blue) is optional, and is only necessary for browsers which do not support JavaScript. This is for example the case of most email client including (Outlook XP). Note: You cannot set a page scope variable from this tag. Example: In the example below, we are pulling the user identification from the customer database and product from the shopping cart, embedded in the Button Tag:
Note: replace the account number "12345678" from the example with your own account number.
Embedding Custom Variables in the Monitor TagTo embed the CustomVariable Tags, you need to add a script block containing the tag variables immediately before the monitor tag code. The script block must define a variable named "tagVars" which must be assigned the tag variable string. Example: In the example below, we are pulling the user identification from the customer database and product from the shopping cart, embedded in the Monitor Tag:
Escaping the Value of Custom VariableIn order to prevent loss of data as well as problems with Netscape 4, we highly recommend using the JavaScript "Escape" method. This method called "escape" will replace all special characters with code. The request is automatically unescaped when it is received by our servers. Here is an example:
Special Custom VariablesSome custom variables have been pre-defined in the LivePerson application in order to provide easy access to system parameters. These custom variables can be set either in the button tag or the monitor tag. Note: All the special custom variables are lower case. Custom variables are case sensitive. The "identifier" custom variable This custom 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 custom variables. Example: SESSIONVAR!identifier=John The "operator" custom variable This custom 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). Example: SESSIONVAR!operator=John+Smith The "skill" custom variable This custom 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 custom variables. The skill name should be exactly as defined in the administration area (case sensitive). Example: SESSIONVAR!skill=Customer+Support If you would like the "Click To Chat Button" to reflect the state of a specific skill (Online or Offline), add the custom variable in the image URL. Example:
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