1. Introduction

There are several events you can track with Google Analytics for your voice and chat communication widget from TrueEngage. Here is the list of most important ones:

• Widget Loaded (te_widget_loaded): You can track when the widget is loaded on your website. This event will give you an idea of how many visitors are seeing your widget.
• Widget Opened (te_widget_opened): You can track when visitors open the widget to start a conversation or any other communication with your team. For this event you can create separate dimensions related to each communication channel available for your TrueEngage widget.
• Widget Closed (te_widget_closed): You can track when visitors close the widget after using it. This event can help you understand if visitors are finding the information they need or if they are having trouble with the widget.
• Heads-up opened (te_headsup_opened) - You can track if and when a heads-up was displayed on your pages.
• Heads-up closed (te_headsup_closed) - You can track if and when a heads-up was closed on your pages.
• Communication Started (te_communication_started): Both for voice and text communication or any other channel available, you can track when a visitor starts the session with contact center team. For this event you can create separate dimensions related to each communication channel available for your TrueEngage widget.
• Communication Ended (te_communication_ended): You can track when a communication session ends. This event can help you understand how long it takes to resolve visitor queries.
• Communication Outcome (te_communiacation_outcome) Wrap-up code assigned by the Agent in Genesys Cloud. (This is an offline event that we define only in Google Analytics 4 - no need to create triggers and tags in GTM)

Tracking these events can help you optimize your widget's performance and improve visitor engagement on your website.

Having a single event for Communication Started/Ended and using dimensions to differentiate between chat, call and other channels available is a more flexible approach. It allows our customers to track different communication channels under the same event category, making it easier to analyze the overall performance of their communication widget.

Using dimensions to differentiate between communication channels also enables you to filter and segment your data more effectively, allowing you to gain more insights into the behavior of your website visitors. For example, you could filter the Communication Started/Ended event by dimension to see how many chat conversations or calls were initiated during a specific time period or by a specific visitor segment.

2. Turn on event sending in TrueEngage panel

In order for TrueEngage to send events to your Google Analytics, you need to enable the appropriate flag in the settings. To do this in TE Panel go to Settings tab → Deploy and Integration. Enable the option to start collecting data.

3. Google Analytics 4 Event Tracking with Google Tag Manager

Here's a step-by-step guide on how to implement tracking for all the events with dimensions in Google Analytics 4 using Google Tag Manager. You don’t have to worry about setting-up the DataLayer variables - we’ve got you covered and the variables are already there with our widget 😎