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Session Insights Report

The Session Insights Report tells you when and where a visitor lands on your site, how much time they spend per session, and where they exit your site. When analyzing user behavior during their session, you may be able to determine key insights, such as:

  • Locate friction points in your site.
  • Understand why some customers move through the content framework quickly in comparison to others.
  • Detect why some customers don’t engage with your content.
  • Reasons why customers leave your site.
  • Determine if there is missing information that customers need to see on your site to accomplish their goals.

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Access Session Insights Report

Navigate to Site tools > Dashboard > Customer Experience Reports > Session Insights Report.

Report Components

Export Options (gear icon)

  • Download as PDF
  • Download as CSVs
  • Send (email reports immediately)
  • Schedule (email reports on a schedule)

Filters and Run

  • Date
  • Date View
  • Group
  • User Type
  • Engagement Channel
  • First Page Path
  • Last Page Path
  • Exclude Bot Traffic
  • Run button (Not shown)

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Data

Overview

Format: Overview tiles show total sessions count, new user sessions, returning sessions, average session length, average pages per session (within the date time selected in the filters panel).

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Interaction Options:

  • Hover over a tile to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Sessions Over Time

Format: Sessions over time allows you to view the changes in sessions over time, determined by the date time selected in the filters panel. You can compare the sessions over time between user types: Anonymous, Community Members, and Pro Members.

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Interaction Options:

  • Hover over a tile to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data
  • {add any additional interactions}

Sessions by User Type

Format: View the breakdown of user types for all sessions within the filtered time range. The breakdown of user types are by Anonymous, Community Members, and Pro Members.

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Interaction Options:

  • Hover over a tile to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data
  • {add any additional interactions}

Top Landing and Exit Pages

Format: Bar Graph displaying the top landing pages and top exit pages based on sessions.

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Interaction Options:

  • Hover over table to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data
  • {add any additional interactions}

Top Landing and Exit Pages Over Time

Format: Multi-line graph showing the top landing pages and top exit pages per sessions over time. 

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Interaction Options:

  • Hover over table to show and click 3 dots menu for Download Data options.
    Customer Experience Reports 3 Dots Download Data

Filter Tips

  • Auto-suggest: For Group, User Type, Page Location, and Article Type filters, click into each filter field with is equal to (default) filter type selected to trigger the auto-suggest options before using other filter types.
  • Filter field entries: Ensure selected filter field entries are accepted with grey background before clicking Run. Filter field entries are case sensitive.

Considerations

  • The data for this report has been collected since {Insert Date} and is current through each previous day due to nightly data processing.
  • Depending on query size, data may take up to a minute to load. A spinning wheel indicator will appear until each data component loads and the Stop button will change to Run when all components complete loading.
  • Data settling period: The data for the most recent previous day should be considered incomplete and will likely increase (usually by less than 1%) the following day.
  • The report times out after 1 hour of inactivity - refresh browser to reconnect or see 401 error troubleshooting
  • Report labels are not localized on non-English CXone Expert sites.
  • The report service, powered by Looker, has weekly maintenance hours when reports may be unavailable.
    • Sunday and Wednesday: 4am-6am UTC (9pm-11pm Pacific)
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