Tracking TrueEngage Widget Events in Google Analytics 4

1. Trackable Events Overview

The following events are sent by the TrueEngage widget and can be captured in Google Analytics:

• Widget Loaded (te_widget_loaded)
  Indicates when the widget is loaded on a webpage, helping you understand overall widget visibility.

• Widget Opened (te_widget_opened)
  Indicates when a visitor opens the widget to start a conversation. This event can include dimensions for each communication channel (e.g., chat, voice).

• Widget Closed (te_widget_closed)
  Captures when a visitor closes the widget. Useful for understanding engagement and potential drop-offs.

• Heads-up Opened (te_headsup_opened)
  Tracks when a heads-up message is displayed on your page.

• Heads-up Closed (te_headsup_closed)
  Tracks when a heads-up message is dismissed.

• Communication Started (te_communication_started)
  Tracks when a communication session begins (chat, voice, or other channels).
  Use dimensions to distinguish communication types.

• Communication Ended (te_communication_ended)
  Tracks when a session ends. Helps measure average session durations and resolution efficiency.

• Communication Outcome (te_communication_outcome)
  Captures wrap-up codes assigned by agents in Genesys Cloud. This is an offline event, defined only in GA4 (no GTM setup needed).

Recommendation:
Use a unified event name for Communication Started and Communication Ended, and apply dimensions to distinguish between channels (e.g., chat vs. voice). This approach simplifies reporting and improves data segmentation.

2. Enable Event Sending in the TrueEngage Panel

Before events can be collected, event sending must be enabled in the TrueEngage admin panel.

Requirement:
In the TrueEngage Panel, under Settings → Deploy and Integration, the option to send Google Analytics events must be enabled.

Once active, the widget will automatically push events to the configured Google Analytics property.

3. Google Analytics 4 and Google Tag Manager Configuration Requirements

TrueEngage is compatible with Google Tag Manager (GTM) and Google Analytics 4 (GA4). To collect and analyze widget event data, the following setup is required:

Minimum Configuration Requirements

1. Google Tag Manager Container

   • Either use your existing GTM container or create a new one.

   • The container must be configured to handle Data Layer events sent by the TrueEngage widget.

2. GA4 Configuration Tag

   • A GA4 configuration tag must be defined in GTM.

   • The tag must include the Measurement ID of your GA4 property.

3. Data Layer Variables

   • GTM must define variables to capture event context sent by TrueEngage, including:

     • communication_channel

     • visitor_id

     • widget_id

4. Triggers

   • GTM must include Custom Event triggers for each TrueEngage event you wish to track.
     Each trigger should match the event name (e.g., te_widget_loaded, te_widget_opened).

5. GA4 Event Tags

   • For each tracked event, a corresponding GA4 Event tag must exist in GTM.

   • Each tag should:

     • Reference the GA4 Configuration tag.

     • Use the matching event name.

     • Pass the Data Layer variables as event parameters.

6. Testing and Publishing

   • Use GTM’s Preview and Debug mode to confirm that all TrueEngage events are being sent correctly to GA4.

   • Once verified, publish the container to begin collecting production data.

You may optionally import a ready-to-use GTM container for TrueEngage events:
GTM-TrueEngage.json

4. Contact Center Outcome Tracking

To capture offline interaction outcomes (e.g., agent wrap-up codes), additional configuration is required.

TrueEngage Panel Configuration

In Settings → Deploy and Integration, provide:

• Google Analytics Measurement ID

• Google Analytics Secret

Once configured, TrueEngage will send the te_communication_outcome event to GA4 along with the associated visitor_id.

Google Analytics Requirements

1. Measurement ID

   • Found under Admin → Data Streams in your GA4 property.

2. API Secret

   • Generated in Web Stream Details → Measurement Protocol API Secrets.

   • The secret must be entered in the TrueEngage Panel to authorize event delivery.

✅ Once all requirements are met, TrueEngage events will be automatically collected and visible within your GA4 property, allowing you to analyze communication behavior, engagement, and outcomes.