I'm looking for a way to check what kind of operations the end user has performed using the web messenger.
For example, if an end user performs the following operations, can the information be collected in the UI view or API? Please let me know if there is a way.
When the end user clicks the "Recycle Bin" icon in Web Messenger. (Clear Conversation:On)
When the end user navigates from the web page displaying Web Messenger to another web page.
When the end user closes the browser.
When the end user power off the mobile phone that was using Web Messenger.
Hello @enotani - can you elaborate on the Why you need this information?
Messenger SDK does publish internal Events to the parent page, so you could subscribe via JS and react upon a specific Event (like MessagingService.conversationCleared)
Browsing across pages of the website is tracked via Journey.
Closing the browser or shutting down device are external events that Messenger SDK does not attempt to track, you would need to find a way to detect yourself.
Sorry for the late reply. Thank you for your answer.
Our client needs information to improve the UI/UX of their website.
I understood that if it can't be displayed in the Genesys UI, but it's not an external event, it might be possible to harvest information via JS.
I am referring to the following documentation regarding the Messenger SDK. Please let me know if there are any other URLs that would be helpful.
** Sorry. I'm not good at English, so I may not be able to understand your reply well.
You can detect this by subscribing to MessagingService.conversationCleared event.
Detecting other browser events is something external to Messenger, you would have to build your own JS logic.
We have the "Recycle Bin" icon in Web Messenger/Clear Conversation set to On and have found that, if the client clicks this when the conversation is sitting in a queue waiting for an available Agent, it has been counted in the "Offer" column but no-where else e.g. Abandoned.
Shouldn't it be in abandoned or somewhere else? I've looked at other possible metrics (Workspace - Queue Metrics), but I can see it being counted anywhere.
Hi @Angus.Huckle at the moment the count of users that click the "Clear" icon is captured only within Performance Interaction View, the metric is named "Cleared by Customer".
These are not counted as Abandoned at Queue level.