Inbenta tracks the actions that users perform with every product (Chat, Knowledge and Search). There are two categories of tracking: Atomic and Sessions tracking. This data is logged separately, and it is used to generate the reports that you see in the product app's Dashboards section.

This section describes the different categories of logs. To see what kind of Events they track, click here. To see possible Content Sources, click here.

Categories of logs

Atomic logs

Atomic logs, within the scope of Inbenta, are a set of user actions in an interface or project, that is tracked without being related to a session id. In the product app, all tabs in Dashboard except Dashboard > Sessions show atomic data. 

Session logs

A session, within the scope of Inbenta, is a set of user actions and their responses (the events) in an interface or project under the same session id, which is usually provided by the server. For more information, see the Events section.

Any information that defines a session (like user information or browser information) is considered session-related data.

The session id is a unique code that allows you to distinguish which actions belong to a given session. Inbenta tracks the actions that users perform to register their sessions and include these actions in the statistics of a project. Use Session reports to know how users interact with the interfaces: if and how many users found an answer, how many users sent a ticket, what question did the user ask before sending the ticket, etc.

In the product app, all session data recorded is shown in Dashboards > Sessions.

Default tracking

Tracking is automatic only for some actions. To generate complete logs, you must set up your project accordingly. Check the relevant API Routes and SDK configurations of your product to set the tracking of your session and atomic data, in order for the data to appear in both categories of reports:

• The Chat API create a session automatically and process all user actions within the session, and also logs atomic data in parallel.  
• The Knowledge and Search APIs track atomic data by default. However, in order to track session data, you must create a session and explicitly track the desired event data in order to get the relevant data reports.
• The Chat, Knowledge and Search SDKs create a session automatically and process all user actions within the session, and also logs atomic data in parallel.