What’s new for Experience Analytics Version 10.0.2

Here’s the latest from the Experience Analytics team.

Shadow DOM support

We’re seeing shadows! The 10.0.2 release introduces support for Shadow DOM capture for organizations that adopt Polymer or Shadow DOM technology in their website design.

To take advantage of this new capability, you must implement the UI Capture SDK version 5.7 and PCA 10.0.1 (3741-29). You’ll also need to deploy Tealeaf binaries according to instructions mentioned in the README file included in the .zip file.

Once you do that, follow these steps:

1. On your Portal machine, go to the Tealeaf_Home/Portal/WebApp/js folder. In the replayConfig.js file, set the value for useOverlay to true. Then, reset the IIS.
2. Add the captureShadowDOMproperty to the UIC DOM Capture service configuration and set it to true as follows:

    domCapture: {
        diffEnabled: true,
        options: {
            captureShadowDOM: true
        }
    },

This enables the UIC to detect and capture any Shadow DOM content on your page.
Refer to UI Capture Reference and Best practices for UI Capture integration and configuration for additional information.

For further information on Shadow DOM in Tealeaf, see DOM, Shadow DOM, and Replay. 

Known issues

• In some cases, BBR may not render correct images. This can happen if the Shadow DOM application is not providing selected attributes, and, due to browser limitations, UIC cannot clone Shadow DOM nodes. As a result, UIC cannot apply client side fixups to Shadow DOM content that it would normally be able to apply to the regular DOM.

To work around this limitation, the Shadow DOM application should always specify the “selected” attribute for the selected option in the list.

• During replay, value entered in some text fields will be shown blank when the focus is shifted to next field. This is due to the form values not being retained, because the value attribute is not set in the DOM, so UISDK can’t capture the field value for the type 12 message. The change UI events show the value, but when there is a new DOM snapshot, it loses the value that was set.
• Depending on replay rules configured, there might be an issue displaying proper NavList.  

Improved hybrid replay

Play it again — better. In 10.0.2, we’ve further improved support for enhanced hybrid replay to provide better replay fidelity, easier implementation, and lower maintenance.

How to get version 10.0.2

You can download the 10.0.2 package from our downloads page. You’ll need an Acoustic ID to access files.

What’s new for Experience Analytics Version 10.0.1

This release contains updated software that addresses several issues that we've been working on since the general availability release of Version 10.0 in June.

Here are some of the high points of Version 10.0.1:

• New support for using the W3C Beacon API with the Passive Capture Application
• Fixes for problems related to retrieving files during installation
• Updates that improve the implementation and usability of Enhanced Native Mobile Replay
• Resolution of several issues related to fragmented sessions
• Updates to the Browscap and WURFL files
• Merged sessions are now exported to TLA as a single session. Completed sessions only. (Previously, only a selected session fragment could be exported.)
• Return of the content menu in session replay that you can use to create events from the Replay, Request, and Response tabs

Installing the Version 10.0.1 software upgrades your environment to the latest version of Experience Analytics. You can install Version 10.0.1 in environments that currently run the following versions of Experience Analytics.

• Version 9.0.2 (fix pack 7)
• Version 9.0.2A (fix pack 7)
• Version 10.0

Before you install Version 10.0.1, make sure that your network environment meets all hardware, software, and database requirements for Version 10.0.

1. Download the Version 10.0.1 package from our downloads page. You’ll need an Acoustic ID to download files.
2. To add 10.0.1 to your environment, follow the instructions for Version 10.0 .

A new version of Passive Capture is available

Build 3741, the latest version of the Experience Analytics Passive Capture Application (PCA), is now available for download.

This new iteration includes support for the W3C Beacon API. If you want to configure UI Capture to use beacons to send asynchronous posts, you’ll need to upgrade your PCA to Build 3741.

1. Download PCA Build 3741 from our downloads page.
2. Follow the PCA upgrade instructions.

Better performance with beacons

The Passive Capture Application (PCA) has been updated to support the W3C Beacon API. This means that you can now improve overall web page performance by configuring UI Capture to send posts asynchronously to the Experience Analytics target page.

To take advantage of this new capability, you must upgrade your Experience Analytics core components to Version 10.0.1, upgrade your PCA to Version 3741, and set the useBeacon configuration to true in the UI Capture SDK.

Holiday Readiness Program 2019

Bring it on, holidays! Be prepared for the upcoming holiday season with the Acoustic 2019 Holiday Readiness Program. Download our product-specific guidelines for recommendations to optimize peak program activity. To learn more and access our Holiday Readiness webinars, check out this blog post.

Our Support and Services team is available to help make your peak season successful. If you should need any assistance, please let us know how we can help.

For information on contacting Support and related processes, and links to sign up for outage notifications, check out our Acoustic Support Handbook.

Tealeaf is now Acoustic™ Experience Analytics (Tealeaf)

New name. New look. Same great features and capabilities! 

In July, IBM Watson Customer Engagement separated from IBM and started along an exciting new path as Acoustic! We’ll be rolling out lots of changes over the next several months, starting with some simple user interface changes available in our latest release, Experience Analytics Version 10.0.1.

Want to learn more about the entire Acoustic story? Go to https://acoustic.co/.

What’s new for Experience Analytics Version 10.0

What we added

In with the new. We've added a few things in Version 10.0. Check out the list.

Description	Where to find it
Enhanced usability of the user interface with a simplified layouts, consolidated workflows and menus, and better identification of key controls and identifiers.	Everywhere Even features and information that have not changed are presented to you in a whole new way.
Enhanced multi-session subsearch is now available in Browser-based replay (BBR). Now, after you perform an index-based session search, you can use one or more free text terms to filter the entire result content, not only the indexes, for Request, Response, or both. This feature is available for searches of completed sessions only. Previously, this capability was available only in the RealiTea Viewer (RTV).	Search>Completed session In the search results.
Improved ability to share replay results with colleagues. Now you can copy the URL of a specific replay page or element. Send the URL to colleagues so that they can go directly to the session and element that you want to highlight. Previously, you could only mention the session and describe where to look.	Replay
Better way to present replay. By default, replay steps are collapsed in the replay navigation tree. Previously, you had to open each step individually. Now, a new control allows you to expand or collapse all steps at once.	Replay
Render time is now easy to find. You can now see the render time in the replay header.	Replay At the top of the page.
Better view of replays. This release features an improved view of event replays that includes the following. Selected page number Event ID number All events are collapsed by default to show overall view. One-click expand all to see the details.	Replay
A snapshot-based mobile replay that replays the mobile user experience similar to a video. Currently available for beta testing only.	Replay
Improved session archiving. This release provides a one-click export of a session as an archive (TLA) from a session list.	Replay
Improved session replay controls. Now, when you replay a session, the replay icon changes to indicate that you have already reviewed or replayed the session. The new icon gives you the option to open the replay again. The replay reminder is visible for the entire authenticated session and resets when you log out. Previously, there was no indication of which sessions you had reviewed.	Replay
Improved ability to control the position of the navigation divider in replays. The interface now remembers your preferred location until you log out.	Replay
Easier, faster export of session lists. Now you can export one or more session lists to a TLA in a ZIP file.	Session list>Export
Experience Analytics Version 10.0 introduces integration with Acoustic Exchange to support sending event data to other business applications that Exchange supports. This integration does not require a services engagement. However, you must have a currently active Exchange account before starting the integration.	Acoustic Exchange
Improved search in the Event Manager. Now you can filter by description, as well as by name and ID.	Configure>Event manager
Support for processing 64-bit data in Health-Based Routing pipelines. Better performance in high load conditions.	Pipelines that you configure on the HBR server.
Support for the RemapURL rule. Now, when you edit replay rules, you can specify a rule to add a RemapURL that is used to remap the URL of the external content. This change eliminates an earlier discrepancy between the UI and the replay rule XML.	In a replay, Options>Replay rules>Edit rules profile
Explicitly specify where to email reports by creating an email domain white list. With this enhancement, you can now prevent reports from going to where you think that they shouldn’t.	TMS>WorldView>Tealeaf>Tealeaf mail configuration settings
Control content types and URLs included in session indexing. Control index size by blocking URLs or types of content that you don’t want or need.	TMS>WorldView>Session indexer>Index Service config>Indexing options
Automatic TMS update and datastore re-registration. We've made managing multiple servers easier by introducing the following changes. Automatically detect a new TMS master version and install it locally Automatically detect when TMS master datastore has been reset and then re-register it.	No interaction required. The process is automatic.
Improved report selector. You can now select individual reports for Client Performance, Connections, and Response Time.	Analyze>Performance reports
Better way to identify charts in reports. Now, the default location for chart legends is at the bottom of the chart, instead of on the right.	Analyze>Report builder
Better report presentation. Now, trends and reports distinguish between weekdays and weekends.	Any trended report with daily resolution.
You can now add custom notes to search field descriptions that appear as a pop-up tooltip in search templates. This enhancement makes it possible to enter company-specific information about fields to be shared with all authorized users.	Configure>Search templates>Fields. Edit a field. Text in the Description field appears as a pop up message to users that search.
When you import a segment you can now import data generated in CoreConnect by specifying a date range. Previously, you could only specify dates using a days back selector was used.	Analyze>Segments>Manage session segments.
More intuitive labels for Top movers. We listened. Previously, for the whitelist values in Top Movers, you saw buttons for Check all and Uncheck all. Based on user feedback, starting with Experience Analytics Version 10.0, these buttons are now labeled Select all and Deselect all.	Configure>Event manager>Dimensions>Edit dimension>Edit whitelist
More language flexibility for a global marketplace. In this release, you can change the language used to display menus and sub-menus. Previously, to the language in which the Experience Analytics interface was displayed depended on the language used for the database. Changing OS locale settings did not make changes universally.	Portal management>CX user>Administration>Users>Selected user>Language

Want to make your mark on the next round of new features?

If you'd like to help shape the future of the Acoustic Analytics products, sign up for our Design Research panel. We’d love to share our latest ideas and get your candid opinions.

Known issues

Issues happen. These are the ones we know about.

If the response size in a session is very large, then for such page, Response tab in BBR appears blank.	To view the Response tab content of a session having very large response size, disable beautify response option in BBR by going to Options > Advanced > Beautify response.
Context menu is missing in browser-based replay. In a browser-based replay, the Request view provided a right-click context menu. This menu is not available in Version 10.	No alternative currently available. Our intent is to fix the problem in a future fixpack or release.
Session search displays a maximum of 100 sessions. In a session search that returns more than 100 sessions, Experience Analytics displays a maximum of 100 results.	Narrow the search results by using the free text sub search, which is available at the top of the session search results. Continue to filter the results until fewer than 100 results are returned.
Start time for scheduled tasks in cxVerify and cxConnect does not display correctly If you schedule a task in cxVerify and cxConnect the scheduled start time does not display correctly. When the job starts, even when started manually, the correct time displays.	No alternative currently available. Our intent is to fix the problem in a future fixpack or release.
If TLS secure communication is not enabled between Tealeaf components by importing certificate and enabling TLS, on HBR server, Tealeaf pipeline will show following errors in windows event viewer: unable to open key: The system cannot find the file specified. while executing registry get $path $key. HBR_Poller: Missing registry entry for TLSCert. unable to get value TLSCert from key HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\TeaLeaf Technology: The system cannot find the file specified. while executing registry get $path $key. HBR_Poller: Invalid registry entry for EnableTLS (""), using HTTP.	These errors have no functional impact and it’s okay to ignore them. To get rid of them, you need to establish secure communication between Tealeaf servers. Consult Configuring authentication and Securing Inter-Process Communication in Tealeaf 9.0.2 FP6+.
You might encounter this DataService log error in SQL Server 2017 and 2019: Could not retrieve space used: TeaLeaf.Database.Exceptions.TeaLeafDatabaseException: Error occurred while executing the query command: VIEW DATABASE STATE permission denied in database 'TL_SYSTEM'. The user does not have permission to perform this action. VIEW DATABASE STATE permission denied in database 'TL_SYSTEM'	To make sure this doesn’t happen again, follow these steps: Launch SQL Server Management Studio and connect to the SQL server that is hosting your Tealeaf databases as an SQL server admin user. In the left pane, go to Security > Logins and double click the TLADMIN user. You will see the login properties screen for this user. In that login properties screen, select the Securables page in left pane. In the right pane displayed at the bottom, select the Grant check box for View server state permission and click OK. Repeat the same steps for the TLUSER user. Restart SQL Server and Tealeaf services.