How to check where Chat is coming from?

This is one of the requirements that many companies using Oracle Service Cloud (OSvC), and indeed other platforms, have.

There are many live chat touch-points across the website, in different pages, and it would be valuable to know where are customers coming from.

Simon Kilgarriff, ex-RightNow and Oracle employee, now working for Capgemini, shares in this video one of the ways to achieve it.

This solution requires that companies license and implement the Engagement Engine (EE), a legacy ATG solution that Oracle integrated into OSvC a while ago.

It is a great tip for those who have similar setups. However, if you don’t have or need EE (sometimes it is a sledge-hammer to crack a nut), there are always alternatives.

 

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