Mobile device applications and BBR

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 are coded entirely in JavaScript™ and use Java™ classes.
- Mobile Web Apps use only UIC.
Native Apps are applications that are native to the mobile devices on which they run.
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.

Note: If the CX Mobile module has not been licensed, there are limitations when you replay sessions in BBR.

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.

Note: The option to resize the view to match the session is enabled by default.

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.

The capability to capture and replay mobile device gestures (for example, tap and swipe gestures) gives you insight into interactions that are specific to a mobile device user's experience.

Note: If there is no mobile licence, gesture Replay is not supported.

Being able to view mobile device gestures in BBR can help you identify and troubleshoot customer pain points and address design flaws in your web site or application that otherwise might have gone unnoticed. For example, lets say your business has a mobile banking application for your customers. A customer accesses the banking application from their mobile device to view their account balance. After viewing their account balance, the customer wants to go back to the application's home page to perform a different transaction. The user taps the logo in the top of the account balance page several times, assuming that the logo functions as a link to the home page. However, the application developer for the mobile app did not code the logo to link to the home page. As a result, the user is frustrated and confused about how to navigate back to the home page. By having access to mobile device gestures in BBR, you can see where the visitor struggled (multiple taps on the logo) and you can share this information with the mobile app developer.

Note: Highlighting in BBR is not supported for mobile gestures (type11 messages).

Gestures are enabled in the supported frameworks as follows:

Table 1. Enabling gestures reference table
Framework	Method for enabling
iOS	Gestures are enabled in the `TLFConfigurableItems.plist` file in each application in which you want to capture gestures.
Android	Gestures are enabled in the `mainActivity.jar file` in each application in which you want to capture gestures UIC.
Java-based web application	Gestures are enabled in the `TealeafSDK.js` file configuration object.

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.

Note: When searching sessions for gesture or unresponsive gesture events, keep in mind that gesture event you are searching for might have been renamed by a Experience Analytics user.

Note: To enable unresponsive events, you must have a license for Experience Analytics CX Mobile.

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:

canvas
imageSwitcher
command
quickContactBadge
clock
progressSpinner
progressBar
label

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:

button
calendar
checkBox
collectioniItem
dialerFilter
gallery
image
Note: 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.
link
menu
numberPicker
radioButton
tabBar
tabBarItem
grid
toggleButton
keyboard
collectionItem
colorPicker

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:

url
emailPicker
stepper
textBox

Responsive gesture controls - single tap and swipe only

These controls are interactive and respond when the user does a single tap or swipe gesture:

slider
ratingBar
timePicker

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
PageControl				X
searchBox	X	X	X
selectList	X
Scroll	X	X	X	X	X
datePicker	X			X

Browser based replay