Experience Analytics captures performance data, environment data, business data, and usability data about your website or mobile app. You can replay visitor sessions and generate reports on visitor behavior.
You can parse the data that is captured and use it to identify different user types or segments by using session search. For example: "I want to see all visitors from the last 30 minutes who abandoned the checkout cart" or "I want to see only those users who browsed our website using a tablet device." You can get granular with your searches by creating search conditions based on the various types of data that is captured.
- Server performance
- Screen load time
- Battery state of the mobile device
- Memory state of the mobile device
- Mobile user's connection data, such as wifi or 3G
- Whether the mobile device lost its connection
- Type of device used
- Operating system on the mobile device or workstation
- Cart value
- Customer tier, such as high value, medium value, or low value
- Customer key performance indicators (KPIs)
- Mobile application version
- How various funnels perform
- Gestures of the mobile user
- How long a user pauses on certain screens or mobile applications
- What orientation the mobile user is using, such as portrait or landscape
- What errors the user is experiencing
- Customizable reporting capabilities to suit specific analytic demands
- Responsive charts and graphs that offer compatibility with mobile and touch-enabled devices
- Functions that you can use to drill down into the customer experience to determine the root cause of customer struggle
Before you use Experience Analytics, you should understand how customer data flows through the system and how the data is related.
Methods for capturing customer experience data
Acoustic Experience Analytics (Tealeaf) uses several methods of capturing information: Classic Capture, DOM Capture, and DOM Diff.
- Classic Capture and Replay works well for traditional customer-to-website interaction scenarios, where everything that runs the application or website is contained in the response to the customers request.
- DOM Capture and Replay offers an alternative method of capturing, replaying, and analyzing visitor sessions. For scenarios where the complexity for configuring classic replay makes it prohibitive, consider using DOM Capture and Replay.
- DOM Diff processing takes a full DOM snapshot that serves as the baseline and then captures only the differences for subsequent triggers on the same page. By only processing the differences, you can reduce the size of the captured session and improve replay performance.
Privacy settings for DOM Capture and DOM Diff
As Acoustic Experience Analytics (Tealeaf) captures and processes data, the private or personal information of the people who visit your web site can be changed, masked, or removed.
Acoustic Experience Analytics (Tealeaf) has three points of privacy management where it can change, mask, or remove private or personal information. Each point of privacy management has distinct features, uses, and best practices associated with it.
How customer input data flows
The following diagram shows how customer input data flows through Experience Analytics.
Figure 1. Input data flow
- Input data is gathered as visitors use your web or mobile app.
- Input data is monitored by events as it enters the Acoustic-managed cloud environment.
- Input data is stored in temporary storage if it matches criteria that are defined in the event.
- Input data is pulled from temporary storage into reports.
Input data hierarchy
The following diagram shows the hierarchy of the input data.
Figure 2. Input data hierarchy
- Steps are actions that are performed by visitors to your website or mobile app.
- Hits contain multiple steps.
- Sessions contain multiple hits.
- Events monitor multiple sessions.