Setting up LiveAnalytics

Most LiveAnalytics reports work out of the box with the standard LivePerson monitor tag. To ensure accurate traffic reports on your site, make sure that the LivePerson Monitor Tag is embedded in all your web site pages. You can easily generate the Monitor tag from Admin Console > Account Set Up > Tag Generator.

To take full advantage of all the LiveAnalytics powerful features some additional steps are required.

Features	Reports Affected	Implementation
Paid Search Engine (PPC) Traffic from PPC campaigns such as Google Adwords and Yahoo Search Marketing	Search Engine Search Engine Keywords	PPC campaigns are reported using "Tracking URLs". The implementation is the same as for LiveKeywords. » Click Here for instructions
Offsite Conversions A Sale or Lead generated during a live chat or a call with an agent.	Lead by Domains Sales By Domains	These conversions are reported through the data entered by the agent in the Operator Survey. » Click Here for instructions
Web Site Conversions A Sale or Lead generated by a visitor on your web site (checkout pages or online inquiry forms)	Lead by Domains Sales By Domains	These conversion are tracked by placing a conversion tag in your shopping cart or your online registration forms. » Click Here for instructions
Page Name Provide a user friendly name to your pages.	Analysis of Pages	The Page Name is implemented through a custom variable. » Click Here for instructions

 

 

Implementing Offsite Conversion Tracking

Live Chat/Phone Conversions are reported by using pre-defined questions in the Chat Operator Survey.

To enable Conversion Tracking through live chat or/and phone:
In the Admin Console, select Visitor Experience > Chat menu, then go to the Surveys tab and select Chat Operator Survey.

You will see the following two pre-defined questions*:

LEAD? Enter the estimated value of the lead
SALE? Enter the value of the order

To enable the questions, click the Show link under the Visible column and Save All Changes.

In order to generate accurate reports, make sure all agents fill in those fields when ever a sales or a lead occur during a live chat or call.

* On some accounts, these questions will appear with a different wording:
The lead question will appear as "Value of the Lead".
The sale question will appear as "Order Total for Internal Orders ONLY".
We recommend you change those questions using the wording above.

 

Implementing Web site Conversion Tracking

Web site Conversion tracking is done using Conversion Variables added to the LivePerson Monitor Code. These variables must be embedded on appropriate pages on your web site where lead or sales conversions take place (e.g. Checkout pages or Online Inquiry Forms).

The Conversion Variables can easily be added to the Monitor tag using the LivePerson Tag Generator. You will find the Tag Generator in the Admin Console, under Account Set Up.

Adding a Tracking Variable option is under the Advanced Setting Options.

• Click on New Tracking Variable button
• Enter the appropriate conversion variable name as listed in the table below (note that the names are case sensitive).

Conversion Type	Variable Name	Scope	Value
Online Lead Conversion	leadTotal	Page Scope	Static/Dynamic
Online Sales Conversion	orderTotal	Page Scope	Static/Dynamic

• Enter the appropriate value. To simply count the values use "1" for the value.
  To use dynamic value such as the shopping cart order total - see the dynamic value setup below.
• Select Page Scope and the "In Page" checkbox.
• Click on Validate

You will notice that a script like this is added to the Monitor Code:

<!-- BEGIN Monitor Tracking Variables --> <script language="JavaScript1.2"> if (type of(tagVars) == "undefined") tagVars = ""; tagVars += "&PAGEVAR!leadTotal=1"; </script> <!-- End Monitor Tracking Variables -->

 

 

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"

The script will look similar to this:

<!-- BEGIN Monitor Tracking Variables --> <script language="JavaScript1.2"> if (typeof(tagVars) == "undefined") tagVars = ""; tagVars += "&PAGEVAR!orderTotal=<%=TotalCart%>"; </script> <!-- End Monitor Tracking Variables -->

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Page Name

By default, the "Analysis of Pages" report displays its analysis based on the page URLs.

URLs are not always very meaningful, especially for websites using dynamic Web pages. Should you wish, you can assign more a meaningful name or title (called a Page Name) to each of your Web pages. The "Analysis of Pages" report will then automatically use the Page Name (rather than the URL) when one is available.

Page Name is assigned through a custom variable called "pagename".

Embed the following script in your Web page before the LivePerson Monitor Tag.

Replace "Your Page Name" with the name you want to assign to your Web page.

<script language="JavaScript1.2"> if (typeof(tagVars) == "undefined") tagVars = ""; tagVars += "&PAGEVAR!pagename=Your Page Name"; </script>

Note: Make sure you use a different Page Name on each of your pages otherwise the report will not be accurate.

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