Inbenta tracks the actions that users perform with every product (Chatbot, Knowledge 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.
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:
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.
|-||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.
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|
|0 (no priority)||
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.