Introduction
We've completely rebuilt our Usage Reports platform to provide you with faster data loading, visualizations, more delivery methods, and downloadable format options.
Categories
| Report Category | Purpose | Reports included |
|---|---|---|
| Tree Engagement |
Understand how often trees are accessed and used |
Clicks and Usage, Exit Nodes, Popular Nodes, Search Terms, Tree Stats, Traffic Map |
| Session Detail |
Get insights from the duration, result, and data collected during a session |
Node Time and Info, Form Data, Session List, Session Matrix |
| Agent & Author Activity |
See agent usage and author changes organized by session or tree |
Agent Usage, Agent Actions, Agent Sessions, Author Change Log |
| Session Troubleshooting |
See the most recent activity and real time tree usage for your organization |
Session List, Event Log |
Viewing Reports
Dates
- Most Reports default to the last 7 days
- Select a different timeframe from the Dates filter to change
- After making a selection, click the "Refresh" button located in the upper-right corner of the report
Refreshing Reports
When a filter like a Date is changed, update the report by using the refresh button located in the upper-right corner of the page. The button will turn blue when the report needs to be refreshed. You'll need to refresh with every filter change to see the results.
Dashboard Actions
The Dashboard actions menu (3 vertical dots) at the top-right of the dashboard contains additional useful actions such as download, schedule delivery, and timezone change.
Tile Actions
Each tile within the dashboard offers another menu of actions. Hover over a tile in the dashboard, and click the Tile Actions menu (3 vertical dots). These options may be different depending on the tile selected.
Drilldown from a data table
In some data tables (like All Agent Usage report), you can right-click on things like:
- an agent name to “see agent sessions” and see a drilled-down report view of just that agent. It’s an alternative method of the user filter.
- Another drill-down
- Another drill-down
This document will continue to be updated as we add new functionality.
Things to know
- Reports are refreshed every 12 hours (6 am and 6 pm EST)
- Reports in the Session Troubleshooting section provide the most recent usage information for the past 12 hours
- The rows and columns in exported reports may be different: if you use Excel pivot tables to extract data from a report, you may need to adjust it
- Super Users can view all reports, and Authors can view reports for any tree they're added to as a Collaborator
- Historical data will be go back 1 year, on a rolling 12 month basis
- Sessions are now identified as "production" or "preview" by a Session Type. Preview sessions indicate that the tree was launched "Preview Tree" button in the Editor.
Glossary
| Term | Definition |
|---|---|
| Active Session |
Any session with clicks |
| Agent Session | Any session where agent_mode=1, meaning the tree was accessed through a method that requires an agent login |
| Agent/Source | The end-user who navigated through the tree. Agent refers to a logged-in state. Source refers to an unknown user (i.e. a user accessing the tree from a self-help iframe) |
| Clicks | A tally of clicks a user took on a node or in a session |
| Duration | The span of time in a session between the first click and the last click |
| End Time | Time of the last click in the session |
| Engagement | The activity measurement of a tree, based on total views compared with total active sessions |
| Failure | Session Result state based on the exit node setting of "failure" |
| First Click Time | Timestamp of the first click in a tree after it is loaded |
| In Preview Session | Sessions performed from the Tree Editor using the "preview" function log the user and the session under a unique (in preview) method, indicating it is internal testing only |
|
In Progress |
Session Result state based on the exit node that does not have a result state set |
| Original Agent | The agent who started the session before handoff |
| Result | The logged state of the exit node on a session, indicating the resolution |
| Start Time | Timestamp of when the tree is loaded |
| Sub Tree | Any tree involved in a session that is not the starting tree |
| Success | Session Result state based on the exit node setting of "success" |
| Value | The text entered into the custom field by the end-user going through the tree |
| Variable | The label attached to any custom field an author can add inside a content node of a tree |
| View | Anytime the tree was opened, regardless of clicks or further movement |
| Visits | The number of times the node was loaded |
| Unknown | Session Result state error |
| Zingtree Hosted |
While a tree is most commonly viewed through the agent portal or an embed, we also offer the tree to be viewed as a stand-alone web page. When a tree is accessed through this method -- possibly through the publishing links or the Standalone link from the deployment setup modal, the user is not known to the application and the "source" listed in reporting is Zingtree Hosted. This can show up in several forms -- Zingtree Hosted, Zingtreehosted, Zingtree_hosted |