Actions

Inbenta tracks the actions that users perform with every product (ChatbotKnowledge Management 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 Backstage Dashboards section.

This section describes the kind of Actions that are tracked. To see the different categories of logsclick here. To see possible Matching Sourcesclick here.

Actions

Actions are any interaction between the user and the interface. Note that not all data is the result of user actions. Because product configurations and implementations are extremely varied, an action could be almost anything: send an input in a chatbot conversation, clicking on a result, sending a contact form, etc.

Here is a short list of some actions that Inbenta usually takes into account:

  • Submitting a Search
    When a user submits a search query, and if this search produces results, it means the application found content that matches the query. This is called matching. It is tracked automatically.
    Depending on the source of the results, matchings can be internal or external (See Matching sources below).
  • Clicking on matchings, categories, etc.
    When a search return a single search result, the click action will be automatically tracked. When a search return several matchings, you must manually send the user click event to track this action.
  • Rating a content
    The rating feature enables users to give feedback on how helpful a given content was in solving their query. A rating can be either positive or negative. If it is negative, users may leave a comment as well (optional). Ratings are not tracked by default and must be tracked manually.
  • Submitting a ticket
    This action marks when a user submitted a contact form to escalate to a real agent or contact the company directly. Most of these actions are tracked automatically within a session but you must track explicitely when the ticket is submitted.

What is tracked and how? 

In atomic logs, actions are listed according to a log type. Session logs actions use data keys. This table shows all log types and data keys that come predefined in a new instance.

If an action has a log type, it can be tracked in Atomic logs. If it has a Data key, it can be tracked in Session logs. If it has both, it can be tracked in both.  

Log type
(Atomic)
Data key
(Session)
Action
- START Marks the start of the session.
- USER_BROWSER Stores the browser information of the user.
- USER_INFO Stores the user information in session.
- CONTACT_START Indicates a user started filling a contact form, converting the session in a contact session.
- CONTACT_SUBMIT Indicates a user clicked submit on a contact form. (This does not mean the form was submitted.)
- CONTACT_TICKET Indicates a user created a ticket and is being forwarded to another channel.
- MY_CUSTOM_KEY Custom data key to track customer events.
SEARCH SEARCH Indicates the user performed a search.
MATCH CLICK_MATCH Indicates a user clicked on a result.
INSTANT_MATCH INSTANT_CLICK Indicates a user clicked on an instant result.
CONTACT_MATCH CONTACT_CLICK Indicates a user clicked on a suggested content provided within a deflection tool.
INSTANT_SEARCH INSTANT_SEARCH Indicates the user started a partial search while typing in the search box.
CONTACT_SEARCH CONTACT_SEARCH Indicates the user started a partial search while typing in a contact form. 
CATEGORY CLICK_CATEGORY Indicates a user clicked on a content after navigating to it through categories.
PUSH CLICK_PUSH Indicates a user clicked on a push content
POPULAR CLICK_POPULAR Indicates a user clicked on a popular content
CONTENT CLICK_CONTENT Indicates a user reached a page that contains a content, for instance with a link.
AUTOCOMPLETER CLICK_AUTOCOMPLETER Indicates a user clicked on a content suggested with the autocompleter.
RELATED CLICK_RELATED Indicates a user clicked on a related content.
CHAINED CLICK_CHAINED Indicates a user clicked on content within a decision tree.
- USER_QUESTION_CLICK Indicates a user clicked on a user question.
CROSS-SELLING CLICK_CROSS_SELLING Indicates a user clicked on a cross selling.
RATING RATE_CONTENT Indicates a user submitted a rating evaluating a specific content.
SEARCH_RATE RATE_SEARCH Indicates a user submitted a rating evaluating the results of a search.
CROSS_SELLING DISPLAY_CROSS_SELLING Indicates a cross selling is displayed and can be clicked by the user.

Note: This is is a general reference table. Some settings may be used only in some products.

Data keys

A data key also has a priority level that is given to its action. The session reports use the priority of an action to decide the most important action performed by the user. This most important action becomes the result of the session.

Example: If a user performs a search and sends a ticket, the result of the session will be that a ticket was sent. This is because the CONTACT_TICKET data key, as shown in the table below, has a higher priority (1) than the SEARCH data key (9).

Priority level Data Key
1 (highest) CONTACT_TICKET
2 CONTACT_CLICK
CONTACT_SUBMIT
CONTACT_START
3 CLICK_MATCH
INSTANT_CLICK
4 CLICK_CATEGORY
5 CLICK_PUSH
6 CLICK_POPULAR
CLICK_CONTENT
CLICK_AUTOCOMPLETER
7 CLICK_RELATED
CLICK_CHAINED
8 CLICK_CROSS_SELLING
USER_QUESTION_CLICK
9 SEARCH
INSTANT_SEARCH
10 (lowest) START
0 (no priority) USER_INFO
USER_BROWSER
RATE_CONTENT
RATE_SEARCH
DISPLAY_CROSS_SELLING
(custom) CUSTOM
Custom keys

All projects have a set of data keys defined by default, but it is possible to create new data keys to log custom events. If you need custom data keys, contact your Inbenta representative.