You can submit session segments to the cxImpact analytics engine for analysis.
Analyzing session segments can help identify, understand, and quantify the impact of online customer issues. The Experience Analytics analytic functions produce insightful reports that present the overall impact of an issue and can identify the source of the problem. The analysis section is divided into a series of galleries that provide views into different aspects of the set of sessions.
A session segment is the set of sessions returned when a specific search is executed. The session segments that have been generated and made available can be accessed through the Session Segments page for review and reporting.
By default, whenever you perform a search on completed sessions, a session segment is automatically saved with a default name that includes the date and the words or terms for which you searched. For example, if you searched for the words
login error on July 6, 2019, any automatically generated session segment may be named:
When you run a search, Experience Analytics queries the database and returns a list of sessions that match the search conditions. This list is called a segment, which can either be a list of sessions or a list of sessions identified by visitor, depending on the type of analysis performed.
Searching for session data is part of the cxImpact product.
There are two expiration times for a segment, and they can vary slightly. Raw segment data is stored as file-based data on the search server. Analyzed segments and their analysis are stored in the database. If analysis is performed on the segment, these timestamps must be very close together.
Times listed in the Segment Properties dialog and the main page are in the Experience Analytics system timezone.
Note: By default, analyzed segments are configured to expire 7 days after they are created. You can use the context menu option Postpone Expiration to delay expiration as needed. When a session segment expires, it is removed from the Canister the next time that the Data Collector scans the canister. Sessions that are not analyzed are removed after 24 hours.
Importing externally created segments
You can integrate externally created queries to generate session segments for use. This mechanism can be useful for integrating Experience Analytics with third-party systems that need access to Experience Analytics data.
To be able to import externally created segments into Experience Analytics you must have the Segment Builder Service, which is a component of cxConnect, a separately licensed component of the Experience Analytics CX system. For more information, contact your Experience Analytics representative.
Through the Portal, you can upload the session segment query for the import segment service. The Segment Builder service runs the query against the Experience Analytics session data set to generate sets of sessions that are assembled into a single segment.
Segment files that are successfully imported and run are displayed as new segments in this list.
The Segment Builder service can integrate files in
To import a segment file:
- Click Import Segment.
- In the dialog, navigate to the file.
- To override the integration settings that are specified in the Portal, clear the Use Default Settings check box.
The following settings are displayed:
Table 1. Property settings for importing segments Setting Description Segment Name The name of the imported segment, which is displayed in the Manage Session Segments page after successful import. Use Integration ID Prefix When selected, the integration identifier prefix is added to search for values in the import file. Integration ID Prefix This value is pre-populated with the value stored in the CX Settings page. You can change this value to override the system value for the specific segment that is being imported. Search Date Span The number of days before the current date to search for matching data. Search date range The date range in which to search for matching data. Search Term The name of the term to search for values that match those provided in the query file. The search terms that are displayed in the drop-down come from the request of each hit of session data. MD5 Hashing If enabled, an MD5 hash is applied to the imported segment file values before running it. Data Field Column The column number in the imported segment in which data is stored. If the query file contains a single column of values for which to search in the search term, then this value can be set to the default value:
Column Delimiter If the import file contains multiple columns, this value defines the character that is used to separate column data in the segment. Share Segment When set to
Yes, the imported segment is automatically shared with other Experience Analytics users.
- Click Upload.
A success message indicates that the segment file is queued for importation.
Note: Depending on the size of the segment and the load on the system, it can be a few minutes before the segment is available in this list.
Note: When the segment to import is displayed in the list, check the session count column. If the value is
0, then the segment builder importation process failed.
You can export segments from the Session Segment List page.
To export a session segment:
- Right-click the segment and select View Sessions List.
- In the session list, click Download All.
Using the Build Combined Segment command, you can specify segment data based on date, users or groups, and session criteria to combine into a single segment, which users can access from the Portal.
To be able to combine segments, your Experience Analytics administrators must set the Create Combined Session Segment property to
Enable for selected users, groups, or both.
You can combine session segments that were created by cxReveal users and groups only.
To combine segments:
- From the Portal, select Analyze > Segments > Manage Session Segments.
- From the Session Segments page, click Build Combined Segment.
- In the dialog, enter a name for the new session segment.
- Select the Session Criteria:
All Sessions from Searches- Combines all sessions that are returned from searches for the users. The date range is not available for this selection.
All Replayed Sessions- Combines all sessions that are replayed by the users over the date range.
All Sessions Replayed via BBR- Combines all sessions that are replayed through Browser-Based Replay by the users over the date range.
All Sessions Replayed via RTV- Combines all sessions that are replayed through the desktop CX RealiTea Viewer application by the users over the date range.
- Select a date or range of dates in the calendar panel.
- Select the Experience Analytics user or users whose segments you want to combine into a single one.
- To create the specified segment, click Create.
If the resulting segment contains any sessions, the segment is generated and listed in the Manage Session Segments list.
Creating session segments
The first step in analyzing session segments is to create the session segments. There are two ways that you can create session segments.
- Session segments are generated automatically when you run a search of completed sessions.
- Session segments are created when a query is submitted to the Segment Builder Service through the Portal.
You can save the parameters that you use to search for re-execution later. With the help of a saved search, you can quickly run a common search that can help to localize recurring problems or to perform system maintenance work.
If your user account is configured to auto-create session segments, each scheduled execution of the saved search generates a new session segment that can be analyzed.
Analyzing the sequence of pages for session segments
For the selected session segment, you can analyze the sequence of pages as percentages. For a selected page, you can review the entry and exit pages to the selected page as a percentage across the session segment.
To analyze the sequence of pages for a session segment:
- In the left pane, click Page Sequence.
- All of the pages values that is displayed in the segment are loaded into the Focus drop-down. Depending on the number of pages, this step can take a while.
- Page data is URL data that is filtered through dimensional values.
- In the main window, select the focus page from the Focus drop-down.
In the Page Sequence report, you can examine the most common previous and next pages in the sequence for the focus page in the rank order of their appearance. In the left chart, you can see the rank order of pages that are leading into the focus page, while the right chart displays the rank order of the pages visited subsequent to the focus page.
- The Session % metric computes the percentage of sessions in which the focus page is preceded or followed by the listed page. If the focus page is visited multiple times in the same session from different pages, the Session % metrics for previous Pages can total over 100%. The same applies to Session % metrics for Next Pages.
- The View % metric totals the percentage of sessions that viewed the listed page. Since this metric is tabulated only once per session, the percentage totals 100% for each focus page.
Sharing visitor segments
Session segments are associated with the Experience Analytics user who defined the search. Individual users can share the visitor segments that they create, and administrators have access to all segments in the list.
You can see only those results sets that you create or that are marked for sharing by other Experience Analytics users.
Note: Segments that are shared can be deleted by any Experience Analytics user.
Experience Analytics administrators can see and interact with all segments. Experience Analytics users and administrators can share segments among all Experience Analytics users.
Some sessions displayed in the list cannot be able to be replayed. Over time, available sessions can be trimmed from Experience Analytics. While the record of the session is retained, the underlying data is not.
Selecting reports from the Report gallery
The Report Gallery contains a set of useful reports that are provided by Experience Analytics. You can use these reports to review summaries on search and segment data for the currently selected sessions or as the basis for building your own analytical reports.
There is a Report Gallery for session segments, as well. Since you can create session segments from visitor segments, you can find it useful to review the session segment report gallery for more reports.
To select and view a report in the visitor Report Gallery:
- Click Report Gallery in the left navigation pane.
- To select a report, click Select a Gallery in the main display pane.
- In the Dashboard Selector, select the report gallery to load.
To load the default dashboard, select
Report Galleryand click Select.
Report Description Business Impact report Displays the total number of sessions and users that are contained in the session segment. Also displays the percentage of total sessions that are contained in the session segment over time. Events report Displays the most frequently occurring events and pages, as well as graphs for event and page data. Sessions report Displays session-level attributes, such as browser type and session length. Search matches report Displays the pages where your search terms were found. When you review Search Match reports for session-level search terms, the reports are empty because they display hit-level results only.
Note: If you created the session segment from the results of a search for visitors, this report contains no data. Visitor searches do not contain match count information, which is unavailable in the generated segment.
Pages report Displays detail about the pages that were viewed within the set of sessions.
Note: Page data is URL data that is filtered through dimensional values.
Form Fields report Allows you to drill into the names and values of form fields that existed in this set of sessions. Page Performance report Displays the specific performance metrics for the pages served in this set of sessions. The grades in this report are assigned by PCA.
Note: Page data is URL data filtered through dimensional values.
Reference report provides information about the applications, hosts, and servers that are represented in this set of sessions.
Data for this report is normalized using the URL/Host/App/Server report group of dimension data. This report group is provided by Experience Analytics.
To populate this report with data, you must include the Tealeaf Reference session agent in your Windows™ pipeline.
User-defined fields report The User-defined fields gallery provides information about values in the UserDef1 through UserDef4 fields in the set of sessions.
Typically, these four fields are mapped to the Session Attributes 1 - 4. These attributes are defined during upgrade or may be defined through the Event Manager.
Exploring report data details
You can use the Drilldown icon to explore the details of report data. Each selected component is displayed in the report as a separate chart.
To explore report data:
- Click the Drilldown icon on the report in the Gallery view to explore the data that composes the chart.
In the Detail view, you can see the underlying data that composes the chart component.
- Click Download to Excel in the detail table.
- For those reports that contain drill-down links in counts that are reported in the detail table, you can click the links to perform a search for sessions that are matching the report criteria for the specified time frame.
The resulting session list is displayed in the default session list template for completed searches.
Note: When drilling into session segment data from a report that spans multiple hours, if you load the sessions into RTV, you can notice that a single page or event is displayed in the list for each hour's report. While the Portal-based report identifies items based on the individual timestamp of the page, RTV can identify items based on the timestamp of the session. Suppose that a session begins at 8:50 and ends at 9:10. This session has pages in both the eight o'clock and the 9 o'clock hours. Drilling into hourly page or event reports can result in the display in RTV of the session in the list for the 8 o'clock hour report and for the nine o'clock hour report, which can cause confusion for some RTV users. This issue applies to any report whose reporting period spans multiple hours and does not apply to visitor segments.
My Reports allow you to save a specific report into a local folder for viewing at a later time, and you can gather reports from different groups onto the same pane.
You can use these as shortcuts to display favorite reports.
You can filter any session segment report that is based on the data that is presented in the report.
That filter can then be applied to any other report in the report gallery.
Note: A filter is specific to the report from which it was created. For example, if you create a filter that is based on the Top Entry Pages report, the filter is defined to filter sessions that have the selected value as their entry page. The filter does not get applied to all sessions that include the page. As a result, it is important to name your filters carefully.
The include and exclude filter options describe how the sessions that match the filter are used in report data set. For example, if you exclude a filter that applies to all sessions, none of the reports have any data. If you include a filter, all reports perform their actions on the subset matching the included filter.
Note: Multiple filters can be combined to add or remove sessions from the base data set.
Creating report filters
You can create report filters for session segment reports.
To create a report filter:
- From the Reports panel on the left side of the screen, select a report to view.
- For the selected report, click the drill-down button in the upper-right corner of a pane.
- To create a filter based on the value of the data, right-click it and select Set Value as Filter.
- If prompted, provide a name for the filter, and click Create.
The new filter appears under the Report Filters node in the Reports panel on the left side of the screen.
- To use a filter, right-click and select from the context menu.