We are looking to update our [Zopim] live chat to the new omni-channel Web Widget and enable the Help Center + Contextual Help to add a self-service component in front of our live chat.

Aside from Web Widget Search analytics, what other metrics are being tracked?

We want to track engagement with the web widget: click on a suggested article or do a search vs. initiating a  live chat session — ultimately to determine whether users are able to self-serve or proceed to contact us.

To take it a step further, it would really great to see:

• Which articles were viewed before initiating a live chat session (much like the old Pathfinder app).
• Track the average chat session per user.