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    Simon Kilgarriff
    Chat Origins with Engagement Engine - Analytics Cookbook...
    Topic posted September 27, 2017 by Simon KilgarriffGold Trophy: 10,000+ Points, last edited September 29, 2017 
    313 Views, 2 Comments
    Chat Origins with Engagement Engine - Analytics Cookbook Recipe

    Chat Origins with Engagement Engine

    Report on detailed sources of syndicated chats


    Author: Simon Kilgarriff

    Difficulty rating: (Beginner)

    Target persona: Anyone creating reports or segments


    1 Tables 

    2 Columns

    2 Filters - one fixed, one run-time

    1 function - count(*)

    1 text incident custom field

    An action in the Engagement Engine rule which triggers the chat(s)

    Optional: If using the chat_launch page, you would likely want to add the incident custom field as a hidden field as part of the webform.  If you go straight to the chat_landing page from the widget, then this is not necessary.

    Overall description/purpose: 

    This recipe is designed for those using Oracle Service Cloud and Engagement Engine to initiate chat invites. This recipe shows how to build a report to show where syndicated chats (resulting in an incident) originated from over the last 7 days.

    Use case being served:  

    I often get asked for reports detailing where the chat was initiated from, so you can see chat traffic from the various web pages. The current out-of-the-box reports for syndicated chat widgets provide information by chat offer or by site, but they do not offer statistics on chat activity by web page. Keep in mind you can update the Widget ID to contain a unique name (e.g. SPAC-furniture), which makes the Chat Offer Effectiveness & ROI report more useful, but it still doesn't provide insight into detailed pages (e.g. SPAC-bed-wrought-iron).

    This report recipe shows the number of chats that have taken place (and created an incident) and their origins based on the document title of the webpage or origin for the past 7 days.

    Demo:  Watch a demo on how to set up and report on Chat Origins with Engagement Engine.

    Screen shot: 

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Included are the following (in a .ZIP file):

    • Human readable PDF report definition
    • Complete Report Recipe and Report Configuration Details (PDF)
    • XML Report definition 



    • Erica (Leep) Anderson

      We are leaving these report recipe posts open for comments, because we want report chefs to hear how their report recipes helped you. If you found this report recipe helpful, please give Simon's post a thumbs up and leave a comment letting him know you appreciate his help, how this report helped you and your organization, etc.

      If you have a question about this report recipe, please start a new topic in the "Reporting and Analysis" forum board and link to this report recipe in your question. DO NOT post your reporting question here. We will remove any comments asking for help in the comments of this post.


    • Neil

      I'm planning to implement something almost identical to this, though we don't use Engagement Engine. I don't think this will stop me from being able to though, will it?


      My main question is about the text field. As we're limited with Custom Fields, would it work if I created a field within a custom object instead?