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Setting up Velaro and Google Analytics

How it works

When an interactive chat takes place, Velaro sends information to Google to indicate a chat has occurred. A chat can either be classified as a visitor on your site has clicked your chat button, or livefluence or an agent has sent a proactive chat request to invite a visitor to chat. In order to setup Velaro to integrate with Google Analytics you will need to complete the following steps:

1. Get your Google Analytics ID
2. Enable the feature in Velaro
3. Setup Google Analytic’s goals and funnels

Step 1: Getting your Google Analytics ID

This unique ID will allow Velaro to integrate into Google Analytics. Your web property ID, informally referred to as UA number, can be found by clicking the "check status" link or by searching for "UA-" in the source code of your web page. The web property ID has two parts: the X's (UA-XXXXX-YY) represent your account number and the Y's (UA-XXXXXX-YY) represent profile numbers within your account. The complete string (UA-XXXXX-YY) is referred to interchangeably as your web property ID or UA number.

To get your Google Analytics web property ID simply follow these steps:

1. Log into your Google Analytics Account
2. From the ‘Overview’ screen select the Edit link to the right of your website
3. Click the Check Status link in the upper right corner of the screen
4. Scroll down to the ‘Tracking Status Information’ section to find your web property ID

Step 2: Enabling Google Analytics in Velaro

In order for Velaro to know to communicate with your Google Analytics account you must first enable this feature in your Velaro control panel.

To integrate your Google Analytics account into Velaro:

1. Log in to the Velaro control panel with your administrative account
2. Select the Account > Integration menu option
3. Select Applications from the gray menu on the left of the screen
4. Select Google Analytics from the drop down menu on the left
5. Enter in your Google Analytics web property ID, found in Step 1, to the Account ID field

Select Apply Changes to update any changes you have made to your account ID.

Step 3: Setting up Google Analytic’s goals and funnels

In order for Google Analytics to calculate chat conversion metrics, you must first create a chat goal. Each time an interactive chat occurs, it will add a conversion for your live chat goal. The following procedure shows you how to set up a basic chat goal in Google Analytics.

Note: The following procedure walks you through setting up a basic google goal for chat conversions on your site. If you would like additional information about setting up goals and funnels please click here.

1. Log into your Google Analytics account
2. On the ‘Overview’ page select Edit next to your website’s profile
3. Scroll down to the ‘Goals’ section
4. Select Add goal

The following page appears:

1. Enter ‘Velaro Live Chat’ in the goal name field
2. Set your active goal to the ‘On’ state
3. Select your desired goal position
4. Select ‘URL Destination’ for the goal type

The following page appears:

1. Select Head Match for the ‘Match Type’
2. Enter http://service.velaro.com/Visitor/Chat.aspx for ‘Goal URL’
3. Leave ‘Case Sensitive’ unchecked
4. Set your desired ‘Goal Value’
5. Select Save Goal to save this goal

• Goals Overview - This report allows you to assign weights and track your chat conversion goals that you created in Step 3.  Additionally, it allows you to see a breakdown of geographic locations, browser types, and much more technical information of your chatters. 
• Total Conversions - This report shows you how many chat goal conversions you had over a period of time.
• Conversion Rate - This report allows you to see which percentage of your website visitors have entered a chat.

1. Log into your Google Analytics account
2. Select View report to the right of your website's profile
3. Select Goals Overview from the reports list on the left

• Visitor Profile - Allows you to view a construct designed to come as close as possible to defining the number of actual, distinct people who used your live chat. There is of course no way to know if two people are sharing a computer from the website's perspective, but a good visitor-tracking system can come close to the actual number.
• Browser Profile - These links provide the specific browser details about your live chat visitors.
• Map Overlay - This link provides the geographical information in relation to your live chat users.
• Goal Funnel - A funnel represents the path that you expect visitors to take on their way to converting to the goal. Defining these pages allows you to see how frequently visitors abandon goals, and where they go. For example, funnels in an e-commerce goal may include the first page of your checkout process, then someone who enters a live chat, and finally the sale confirmation page.  See here for more information on setting up a funnel.