Tagging Salesforce live chat pages

[clee510]

Hi -

has anyone in the community had any experiences in integrating reporting between salesforce liveagent and Adobe Analytics (AA) to get a full funnel view of live chat? in particular the fall out from request to successful chat.

Really interested to know if anyone is looking at the same thing and how they've accomplished this. 

Would we simply drop tag manager container into the liveagent pages? And if so - does salesforce support this?

Or is there a different method of integration -- i did some old documentation floating around the web on salesforce and genesis integration - but not sure how relevant this is anymore. Thanks in advance!

[Gigazelle · Accepted solution]

You can technically place image requests just about anywhere that supports displaying images, as that's technically what an analytics server call is. If it doesn't, you can also send data directly to Analytics servers using an API call. This addresses about 99% of places where you can access/modify code.

I think your liveagent question is better suited towards the SFDC community, but if you are able to load JS files on the page, DTM would probably be the easiest way to accomplish it. Have a rule fire when the user enters the queue, and a rule that fires when connected with an agent.