You can capture interactions that mobile device users have with your web site and then replay their sessions using Browser Based Replay.
Browser Based Replay supports the following types of mobile device applications:
- Mobile Web Apps are web applications that can be accessed by mobile devices.
- Mobile Web Apps use only UIC.
- Native Apps are applications that are native to the mobile devices on which they
Native applications use either the iOS or Android operating system platform and are platform-specific.
- Hybrid Apps: With Hybrid applications, you can call native APIs from a web app.
Replaying sessions from mobile visitors
If you have licensed and enabled the CX Mobile module, BBR supports the replay of user interface events that are captured from the visitor's mobile browser.
To render sessions that are captured from mobile devices for display in the web browser, the Replay Server uses an embedded renderer that is based on the Chromium engine. For best results in replay of mobile-based sessions, use the Chrome browser in Browser-Based Replay.
The CX Mobile module is a separately licensed module of the Experience Analytics CX platform. For more information, contact your Experience Analytics representative.
The manner in which you work with mobile device sessions in BBR is basically the same as it is for non-mobile device sessions.
When you replay sessions from a mobile device in BBR, a graphical representation of the device is displayed in the viewing area. The visitor interactions with the mobile application are also depicted graphically.
You can set toggles to enable or disable various functions when replaying a mobile device session.
Mobile device gestures in BBR
When a visitor interacts with your mobile-based web site, mobile app, or native hybrid app using a touch device (for example, a smart phone or tablet), you can replay the gestures from that experience in BBR.
Gestures are enabled in the supported frameworks as follows:
|Framework||Method for enabling|
|iOS||Gestures are enabled in the
|Android||Gestures are enabled in the
|Java-based web application||Gestures are enabled in the
Analyzing gesture events in BBR
When you replay sessions from a mobile device in BBR, a graphical representation of a mobile device is displayed in the viewing area.
Like standard BBR, you can replay the customer's session from beginning to end, or you can go through the session one page at a time by clicking the UI events in the Navigation pane.
The gestures are displayed graphically on the graphical representation of the device.
Additionally, you can review the request and response message formats.
Searching for gesture events in sessions
You can use the Search function in the Portal to search sessions that contain gesture events and unresponsive gesture events.
Unresponsive gestures in BBR
If a mobile device user performs a gesture (for example, a tap or a swipe) and the application does not respond, the gesture is categorized as "unresponsive".
Being able to identify unresponsive gestures easily in BBR can help you troubleshoot usability or design issues in the mobile device application.
In BBR, unresponsive gestures are identified with specific icons that denote unresponsiveness.
Responsive and unresponsive gesture controls
Experience Analytics logs gestures that users make when they interact with applications. Experience Analytics logs the gestures, even if the gesture is on a part of the screen that has no controls, for example, tapping on a label or the application background.
If users are consistently making gestures on unresponsive areas of the screen, it might be an indicator that the user interface is confusing and frustrating to the users.
A responsive gesture is a gesture that happens on a part of the screen that has an interactive control. After the user makes the gesture, the application responds with an action.. For example, the user taps on a button and the application runs a command from the button.
An unresponsive gesture is a gesture that happens on a part of the screen that does not have any interactive controls. No matter how many times the user makes the same gesture, the application makes no response. For example, the user Taps on a label for a button and nothing happens.
The following sections list responsive and unresponsive gesture controls.
Unresponsive gesture controls - all gestures
These controls are not interactive and log unresponsive gestures when the user taps, swipes, or pinches them:
Responsive gesture controls - single tap only
These controls are interactive and respond only when the user does a single tap. For all other gestures, these controls are unresponsive:
- imageNote: The on tap on Image is a responsive gesture for Mobile web sessions only, and will be treated as unresponsive for Native and Hybrid sessions.
Responsive gesture controls - all tap gestures
These controls are interactive and respond when the user does a single tap, double tap, or tap and hold:
Responsive gesture controls - single tap and swipe only
These controls are interactive and respond when the user does a single tap or swipe gesture:
Remaining responsive gesture controls
This table lists the remaining supported controls. Controls that are responsive are marked with an 'X':
|Control||Tap||Double Tap||Tap and Hold||Swipe||Pinch|