Next Experience Academy Session #8: User Experience Analytics for Next Experience

Ashley Snyder · ‎03-20-2023

Here's the Q&A from the session, the recording will be up shortly!

Q: Do we have the ability to store the data in our own instance if we want?

A: Unfortunately, currently this is not supported. Analytics data can only be stored on the central repository for commercial cloud customers.

Q: Is there a way to set up tracking of personas? For example, usage and behavior of Manufacturing (non-technology users) vs professional level (desk technology users)

A: We include the top-level roles as part of the user object. If there are personas that tied to specific roles this will be the closest match.

Q: Why not ask US users to opt in also?

A: It is possible to create a custom consent flow, that will require some custom coding. In the Vancouver release this option will be available OOTB and will not require a custom implementation.

Q: Can we tell who enabled the tracking and who did not? Perhaps this will be answered as we go.

A: Yes, for EU users you can which users have opt in for tracking in the m2m_user_consent_info table.

Q: Is this available for FedRamp/GCC instances?

A: Currently, not yet. We have started work on this but can’t share an official ETA yet.

Q: You mentioned UI builder pages are automatically tracked...what about dashboards built with the new inline editor?

A: Those pages are tracked so long as it is a new UI builder page/route, and we have a few dashboard events that get emitted. We will be adding more in future releases.

Q: We are trying to drive mobile adoption, and report weekly on adoption.

A: The consent data is available via the m2m_user_consent_info table.

Q: Is this Tokyo version?

A: UX Analytics for Next Experience is supported from the San Diego release. In the demo we are using a Utah instance.

Q: Is there a way to edit the user experience analytics dashboard?

A: You cannot edit the default or out of the box version. We did release a store application for Tokyo called User Experience Analytics PAR Integration, if watching the recording there is a short demo of this. You can create your own dashboard via Analytics Workspace. You can import UX Analytics data to your dashboards. In Tokyo we’re supporting a few basic metrics, such as active user sessions and event counts. In future releases we’re planning to make all UX Analytics metrics available.

Q: These UX analytics are only available in Next Experience, right? Is there anything comparable for UI16, given that this is also tracking old ".do" pages too? I know similar analytics existed for the portal specifically, but anything for UI16?

A: UI16 (also known as Core UI when not using Next Experience and Classic Environment when using Next Experience) tracking is included in the Utah release.

Q: Are the Top Events going to be included OOTB or will they need to be customized?

A: Top events will be included out-of-the-box.

Q: Will this also be activated by default if a customer upgrades to Utah but did not turn Next Experience on yet?

A: Yes, UI16 tracking will be available by default in Utah regardless of Next Experience activation

Q: Can you elaborate on top level roles you are referencing for the user object?

A: In this User view Stav is showing, you can filter on the User list based on a role property. So I can filter how many users have ‘itil’ role.

Q: If you wanted to get user id, is that possible? Or is this intended only to be PII obscured?

A: We are intentionally masking the user Id and don’t store PII/Personal Data on UX Analytics.

Q: You're hashing the user id in general, but if we need to track a particular user. e.g., for a criminal investigation, is there a way to do that? For example, investigating a particular external user submitting fraudulent invoices...can this show us where they went and what they touched?

A: You can use the custom events in UI Builder to send custom data via pages created or configured in UI Builder. By default, we do not send user identifying information.

Q: Can we breakdown by user level information? (Variables stored on the user table)?

A: This is not currently supported.

Q: I understand the hashed user and the privacy issue, can some other field such as department/division or something like that be added, this would be helpful for better analysis.

A: You can use the custom events in UI Builder to send custom data via pages created or configured in UI Builder. By default, we do not send user identifying information.

Q: Is it possible to see what users are searching for on the portals with User Experience Analytics?

A: Yes, it is. For Service Portal Analytics there’s a default event that tracks search queries. The name of the event is “Search Start”.

Q: When looking at work locations in this user screen, why would the location tracking populate someone who is in Ohio show in another state? I have confirmed that I was the only active user and did not show the correct US state.

A: The geo-location detection is based on the user’s IP address. By nature, this type of location detection is not accurate.

Q: Can you use User Experience Analytics with Next Experience menus created by admins?

A: Yes, you can see who is accessing menus created by admins, and even use the data from User Experience Analytics to decide if a configurable menu should be created.

Q: Can you filter the navigation paths by user role?

A: Currently, it is not possible. The only available filtering is by date, by for New vs. Returning users.

Q: We are always trying to improve our end user portal and how people get to items. Will this allow us to do this efficiently to see if our layout is difficult or successful.

A: UX Analytics can help with that. You can create some custom events that are tied to user interactions with the portal and measure event counts in the dashboard. But we’re not providing heatmaps in UX Analytics.

Q: When you create funnels, are they visible to everyone? Who can create them?

A: Yes, the funnels are visible to all users with dashboard access.

Q: Can anyone create the funnels?

A: Yes, anyone can create funnels if the user has access to the User Experience Analytics dashboard. In our backlog we have functionality to allow end-users to create private funnels. All funnels currently are public by default.

Q: If I created a scoped app with a workspace and/or dashboard, will it track that, too?

A: Yes. It will track any Next Experience UI Framework application by default.

Q: Can we track custom events within next experience UI, similar to the service portal?

A: You can use the custom events in UI Builder to send custom data via pages created or configured in UI Builder. There is an event handler in UI Builder called ‘Add Event Tracking’ to do this.

Q: Is there the ability to set thresholds and subsequently generate events when exceeded? e.g., page load times

A: Currently, not supported out of the box. You can implement a custom event handler in UI Builder to do this.

Q: Is it possible to track user analytics for the CMS portal (I see there is a SP Analytics plugin)?

A: Yes, User Experience Analytics is enabled on any portal and starting with Tokyo all portals are tracked by default.

Q: Can you track usage or navigation on portal to see how users are navigating there?

A: Yes. The navigation paths feature is available for portals as well.

Next Experience Academy Session #8: User Experience Analytics for Next Experience

Next Experience Academy

Join us for our series of live sessions focused on Next Experience topics such as the Next Experience UI, UI Builder, Configurable Workspaces, Components, etc.

Recording Available

Resources

Let's connect together

Next Experience Academy Session #8: User Experience Analytics for Next Experience

Next Experience Academy

Join us for our series of live sessions focused on Next Experience topics such as the Next Experience UI, UI Builder, Configurable Workspaces, Components, etc.

** Recording Available **

Resources

Let's connect together

Recording Available