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IBM Tealeaf cxView: cxView User Manual

1. Common Dashboard Component Properties After a component or template is selected the Configure Componentis displayed where you can edit the properties of the component Configure Component Component ID 1030 Type Activity Reports Title Connection Types Cs Size PE by 1 EEE Color Blue El Updates Every 5 Minutes z Drilldown Enabled EJ Display Min And Max Same Day Last Week x Averages Same Day Last Week EJ Rolling Averages lt Do Not Display gt Unit Scale No Scaling H I Scaled Warning Value fo co0 OC Scaled Alert Value o co0 IV Prune X Axis Labels Zoom Scale Figure 30 Dashboard Component Below the common component parameters are the component specific parameters split into two sections Data and Display Note Some components do not have both data and display parameters If the parameter type does not apply the relevant tab is hidden To save the component to the dashboard click Save Chapter 5 Configuring Dashboards 67 68 Common properties in the Data tab Property Description Component ID Internal read only identifier for the component Type Component Type to which the component belongs For more information see the Dashboard Component Template Types section Title The component title which is displayed on the dashboard Size The size of the component in Portal space units The small grid to the right of the size inputs indica
2. Overview on page 24 Visitor KPI Scorecard report template Table 52 Data tab Property Description Visitor Segment When selected you can configure the source segment for the report Visitor Search Schedule Table 53 Display tab When selected you can configure the scheduled search to use to generate the source segment Property Description Grade Distribution Chart Select this option to include a grade distribution chart Note As part of the scorecard definition Grades must be assigned For more information about scorecard grading see Overview on page 24 Grade Detail Table Select this option to include a grade distribution table Note As part of the scorecard definition Grades must be assigned For more information about scorecard grading see Overview on page 24 Scorecards Process You can add any Process scorecard to which you have access to your dashboards See Configuring Process Scorecards on page 31 Table 54 Scorecards Process component templates Report Type Scorecard Process Description Process scorecard report Scorecard Process Visitor Segment Process scorecard report on a visitor segment Common properties e For more information see Common properties in the Data tab section Process Scorecard dashboard component Table 55 Data tab Property Description Scorecar
3. Property Description X Label Orientation Choose the axis orientation of labels that are displayed for the X axis Horizontal or Vertical Unit Scale As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select lt No Scaling gt Scaled Warning Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are entered in the textbox are based on any applied scaling factor Prune X Axis Labels Optionally the scorecard can be allowed to automatically prune X axis labels that are too large for the available display space Zoom Scale When selected the Y axis scale is automatically zoomed for the Tealeaf user Usage Metrics report components Table 63 Data tab Property Description Period From the drop down select the period to display Period is relative to the date configured for the dashboard IBM Tealeaf cxView cxView User Manual Table 63 Data tab continued Property Description User Groups Select the user groups to include in the report To include data for all user groups select lt A11 User Groups g
4. To gather data from all servers select lt A11 Servers gt Table 21 Display tab Property Description Unit Scaling As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select lt No Scaling gt Scaled Warning Value Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are entered in the textbox are based on any applied scaling factor Top Active Events component template For the Top Active Events dashboard component the following properties are available Table 22 Data tab Property Description Tealeaf CX Select the server from which the report data is gathered To gather data from all servers select lt All Servers gt Grouped Select this check box to group events by event label in the report Limit Event Count Table 23 Display tab When selected the specified number of top events Top N are tabulated in the report Property Description Display Select the topmost values to display To display the all of the recorded values for the configured report select A11 Chapter 5 Configuring Dashboards 73
5. Checkout count OR of all Events in le Page Generation Time gt 5s in Checkout Events 1 c iiA AND 3d Page Generation Time gt 10s in Checkout Events 1 c iiB AND 3d Page Generation Time gt 15s in Checkout Events 1 c iiC AND 3d Page Generation Time gt 20s in Checkout Events 1 c iiD AND 3d 0 sized response in Checkout Events 1d AND 3d Global Error Page in Checkout Events 2b AND 3d HTTP 40x 403 OR 404 Errors Events 1 a iv OR 1 a v Web Application 1 40x Errors Events 1 e vi AND 3k Web Application 1 500 Errors Events 1 e vi AND 1 a vii Web Application 1 Long Page Time Events 1 e vi AND 1 c iiE Web Application 1 Large Page Size Events 1 e vi AND 1 c i Web Application 2 40x Errors Events 1 e vii AND 3k Web Application 2 500 Errors Events 1 e vii AND 1 a vii Web Application 2 Long Page Time Events 1 e vii AND 1 c iiE Web Application 2 Large Page Size Events 1 e vii AND 1 c i KPI Scorecard Example 2 Checkout Define the following KPI groups Checkout Errors Global Error Page in Checkout 0 sized response in Checkout Page Generation Time gt 5s in Checkout Page Generation Time gt 10s in Checkout Page Generation Time gt 15s in Checkout Page Generation Time gt 20s in Checkout Checkout Paths Came to Billing page from shopping cart Came to Billing page sign in through login KPI Scorecard Example 3 Site Errors Define following KPI groups Status Code Errors HTTP 400 Bad Reques
6. Dashboards Display dashboards that you can edit The set of available dashboards is the default display for this screen See Getting Started Note Tealeaf users and administrators can see any dashboard that they create or that are shared to them Components Click this link to review the available components to add edit or remove components from dashboards or to create new dashboard components from the available templates See Components Screen on page 63 Set Default Dashboard After login select the default dashboard to display in the Dashboards menu See Setting the Default Dashboard on page 89 Dashboard Schedules Configure the scheduled execution and delivery options of emailed dashboards See Overview on page 90 Report Templates Import or export report templates See Managing Report Templates for Dashboards on page 94 Getting Started 58 From the list of available dashboards you can select the dashboard to edit or create a new one Available dashboards are listed in the Dashboards tab e Plain text Owned by the current user e Bold text Default dashboard e Shared to the current user who is defined as a Dashboard Admin for it User can edit e Shared to the current user who is defined as a Dashboard User for it Dashboard Users cannot edit shared dashboards Permissions are configured in the Permissions tab Field Description Name The displayed name of the das
7. Figure 32 Dashboard Schedules Note A dashboard schedule is visible only to the owner of the schedule To configure a new dashboard schedule click lt Create Schedule gt To edit an existing schedule select it in the middle pane The schedule is displayed in the General tab To disable a schedule select it and then clear the Activecheck box in the General tab General Tab To configure a new or existing schedule specify the properties in the General tab Chapter 5 Configuring Dashboards 91 General General V Active Description cxReveal Dash sched Schedule A r Options Daily C Sun Mon Tue Wed Dashboard cxReveal Overview Weekly Thu Fri Sat Tab lt All Tabs gt anana Monthly Email Format f por Send At 1 00 I HTML Focus Day Offset fo 9 So Language English US Recipients To nobody tealeaf com Ce Bee List email addresses separated by a comma Figure 33 Dashboard Schedules General Tab Properties Description Active Click the check box to enable the dashboard schedule Description This description is displayed in the Portal Schedule Schedule the dashboard by type Daily Select the days of the week when the dashboard is to be processed e Weekly Select the single day of the week when the dashboard is to be processed e Monthly From the drop down select the day of the month when the
8. IBM Tealeaf cxView Version 9 Release 0 1 December 4 2014 cxView User Manual il Note Before using this information and the product it supports read the information in Notices on page 105 This edition applies to version 9 release 0 modification 1 of IBM Tealeaf cxView and to all subsequent releases and modifications until otherwise indicated in new editions Copyright IBM Corporation 1999 2014 US Government Users Restricted Rights Use duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp Contents cxView User Manual Chapter 1 Overview of cxView Access Scorecards Dashboards Report Scheduling Import Export Administration cxView Features Chapter 2 Using Scorecards Scorecard Terminology General Scorecard Terms Scorecard types Business Process Scorecard Terms KPI Scorecard Terms Scorecard Report Data Displaying Scorecards Scorecard toolbar Opening a Scorecard Date Selector Configuring scorecard pai Configuring for different dates and comparison periods Scheduling Scorecard Snapshots Exporting Scorecards Overview of KPI Scorecards KPI Summary Details KPI Details Metrics Total Activity Indicator Multiple KPI Scorecards i Overview of Process Scorecards Key Metrics Rates Process Step Detail drilldown Process Step Dropoff Count drilldown Chapter 3 Configuring Scorecards Overview
9. Select this check box to include data from Transport Servers Include cxReveal Servers Hits Sec Rate Overview All and Queue Overview All Select this check box to include data from cxReveal search servers Table 34 Display tab Property Description Data Coloring You can choose whether data is displayed in mono or multi color format Unit Scaling Scaled Warning Value As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select lt No Scaling gt Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are entered in the textbox are based on any applied scaling factor Show Data Values Select this option to show the recorded values for data that is displayed in the report CX HBR Status For Tealeaf systems that use Health Based Routing to manage Canister load you can add components of the HBR Status report to your dashboards See System Status in the IBM TealeafcxImpact Administration Manual Table 35 HBR Status component templates Report Type Description Healthy Canisters Report displaying the overall of working ca
10. 74 CX Canister Status The Canister Status dashboard components can be included to provide updated information about the Tealeaf Canisters in your environment See System Status in the IBM TealeafcxImpact Administration Manual Common properties e For more information see Common properties in the Data tab section Table 24 Canister Status report types Report Type Description Active Sessions Counts of active sessions for the selected Canister For more information about the contents of this report see the Active Sessions component template Active Sessions A11 Counts of active sessions across all Canisters For more information about the contents of this report see the Active Sessions All component template Canister Memory Used Currently used memory in the selected Canister For more information about the contents of this report see the Canister Memory Used component template CPU Utilization A11 CPU utilization across all Canisters in the environment For more information about the contents of this report see the CPU Utilization All component template Session Distribution Distribution of sessions across all servers in the environment For more information about the contents of this report see the Session Distribution component template Active Sessions component template Table 25 Data tab Property Description
11. Description Data Coloring You can choose whether data is displayed in mono or multi color format Unit Scaling As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select lt No Scaling gt IBM Tealeaf cxView cxView User Manual Table 39 Display tab continued Property Description Scaled Warning Value Optionally you can configure a marker to be placed on the chart that indicates a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that indicates an alert level Units that are entered in the textbox are based on any applied scaling factor Show Data Values Select this option to show the recorded values for data that is displayed in the report Avg Total Index LSSN Size Per Day dashboard component Data tab None Table 40 Display tab Property Description Byte Scale Specify the units for the report for example bytes kilobytes Scaled Warning Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are
12. Export Report Export the currently configured scorecard to Excel or PDF Add to Dashboard Add the current scorecard to a DE selected dashboard tab See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide Period Select the period for the scorecard which determines what data period to use for the aggregated data counts in daily weekly monthly or quarterly periods Based on this selection the calendar selects ranges of the appropriate size Period Day M Opening a Scorecard Complete the following steps to open a scorecard e Scorecards can be configured through the Portal menu and made available to other Tealeaf users for selection See Chapter 3 Configuring Scorecards on page 19 1 To begin select Analyze gt Scorecards from the Tealeaf Portal menu 2 In the toolbar click the Open Dl icon 3 The Scorecard Selector is displayed 8 IBM Tealeaf cxView cxView User Manual Scorecard Selector EKPI Scorecards Example KPI IV View by Labels Figure 2 Scorecard Selector 4 Browse the list of available scorecards To filter the list enter text in the textbox and press Return For the filter string do not include wildcards For example entering check can return Calculated checkout checkout and Checkout Metrics which can be in different categories e To display the scorecards by their scorecard type select the View by Labels check box Note You can
13. General Tab b History Tab a 3 Purging Scorecard Data Overview General Tab Selecting dimension valu s KPIs Tab KPI Properties Permissions Tab Saving Copyright IBM Corp 1999 2014 lt WOWWNNRH COMOANNADAGY OVO KPI Scorecard Calculations Event Counts and Weighting Unweighted KPI Calculations Weighted KPI Calculations Configuring Process Scorecards Accessing General tab_a Events tab Process Steps Overall Abandonment Event Step Abandonment Events Overall Failure Event Failure Events Grades tab Permissions tab Saving F Creating Events for Business Process Scorecards Process step events Failure step events Abandonment step events Example Scorecards Example Business Process Process Steps Process Web Pages Example 1 Checkout Process Scorecard Example 2 Checkout Process Scorecard with Advanced Abandonment Example 3 New User Registration Example 4 Insurance Policy Purchase KPI Scorecard Example 1 Checkout KPI Scorecard Examples Retail ge tao Site Events used 3 KPI Scorecard Example 2 Checkout i KPI Scorecard Example 3 Site Errors KPI Scorecard Example 4 Spiders i KPI Scorecard Example 5 Transaction Failures KPI Scorecard Example 6 Unacceptable Response Time KPI Sc re a d Example 7 Multiple Applications Scorecards i 4 Dashboards Scorecard Aggregation Dates Overview Rolling Back Scorecard Ageregation Dates 3 Verifying Scorecard
14. see Common properties in the Data tab section Table 44 Data tab Property Description Period Select the focus period to display in the component from the drop down URL Optionally you can pre filter the displayed data in the component for a specific value of the normalized URL dimension IBM Tealeaf cxView cxView User Manual Table 44 Data tab continued Display Others Display Render Times Property Description Host Optionally you can pre filter the displayed data in the component for a specific value of the Host dimension App Optionally you can pre filter the displayed data in the component for a specific value of the Application dimension Server Optionally you can pre filter the displayed data in the component for a specific value of the Server dimension Segmented Response Time and Top Pages When selected the values for the others values for the configured dimensions are also displayed in the report When selected render times are also displayed in the report Table 45 Display tab Property Description Display Segmented Response Time and Top Pages Select the topmost values to display To display the all of the recorded values for the configured report select A11 Report Builder You can include charts and data tables from reports to which you have access in Report Builder e See Tealeaf Report Builder
15. 00 07 06 14 2010 03 00 16 06 15 2010 03 00 08 06 12 2010 18 00 00 06 12 2010 18 00 00 06 13 2010 01 00 00 06 13 2010 01 00 00 06 13 2010 03 00 00 06 13 2010 03 00 00 06 14 2010 03 00 00 06 14 2010 03 00 00 06 15 2010 03 00 00 Message Schedule process time 12 Seconds 216 Milliseconds Schedule process time 19 Seconds 312 Milliseconds Schedule process time 7 Seconds 308 Milliseconds Schedule process time 18 Seconds 15 Milliseconds 4n error occured while generating the HTML Dashboard The application relative virtual path w coss portal css cannot be made absolute because the path to the application is not known Schedule process time 16 Seconds 687 Milliseconds 4n error occured while generating the HTML Dashboard The application relative virtual path css portal css cannot be made absolute because the path to the application is not known Schedule process time 15 Seconds 281 Milliseconds 4n error occured while generating the HTML Dashboard The application relative virtual path w coss portal css cannot be made absolute because the path to the application is not known l Figure 34 Dashboard Schedules History Tab Chapter 5 Configuring Dashboards 93 Column Description Created At Time stamp for when the schedule was created Scheduled At Time stamp for when the schedule s next execution Log Level Success or failure of the scheduled report Message Detail messa
16. 03 02 2008 03 15 2008 03 06 2008 57 9 42 2 39 6 6 5 60 4 Completion Rate Abandonment Rate Conversion Rate Between Steps O Focus 30 000 O Compare 1 fin ae nn Figure 6 Business Process Scorecard Key Metrics 16 Key Metrics shows the value of each of the following business process statistics during the focus period and any available comparison period The change in values from the comparison period to the focus period is displayed both as an absolute count and as a percentage Click links in the table to go to the event chart for the event that defines each step Field Description Total Starts Total starts of the business process IBM Tealeaf cxView cxView User Manual Total Completions Total completions of the business process Total Abandonments Total abandonments of the business process Total Failures Total failures of the business process Completion Rate Ratio of Total Completions to Total Starts Change If there is a comparison period the change between the comparison period and the focus period is shown A green upward pointing or red downward pointing arrow is displayed corresponding to positive or negative change The numerical difference between the rating of the focus period and that of the comparison period is also displayed Success Rate Indicators This column chart and table indicate Completion Rate Abandonment Rate andFailure Rate as pe
17. Abandonment event is displayed To change it click the Edit or the Plus icon Chapter 3 Configuring Scorecards 35 36 3 The Configure Aliased Event dialog is displayed 4 Make necessary changes 5 To save the Abandonment event click Save Step Abandonment Events You can define one or more Step Abandonment events which you can use to track abandonment at individual steps in the process Note To avoid double counting no step must occur more than one time in the process e If wanted you can configure the scorecard to automatically calculate abandonment rates for you in the General tab To define the Step Abandonment events 1 In the Events tab click Step Abandonment Events 2 Any currently defined Step Abandonment events are displayed 3 To add click the Plus icon To change an existing one select it and click the Edit icon The Configure Aliased Eventdialog is displayed Make necessary changes To save the Step Abandonment event click Save NO op In theEvents tab you can use the arrow keys to reorder how the events are displayed in all scorecards that reference them Overall Failure Event Each business process can have one event that signifies that the visitor failed to complete the process If defined the overall Failure event is used to calculate the Failure grade If it is not defined the total of the individual Failure events is used instead e Failure means that the visitor tried to complete th
18. Capture FAQ in the IBM Tealeaf UI Capture for Ajax FAQ See Analyzing Performance in the IBM Tealeaf Reporting Guide Chapter 5 Configuring Dashboards 71 Table 16 Client Performance Summary component templates Report Type Description Client Performance Summary information about broken images Summary Broken e For more information about contents of this report see Image Times Analyzing Performance in the IBM Tealeaf Reporting Guide Client Performance Summary information about JavaScript alerts Summary JavaScript For more information about contents of this report see Alerts Analyzing Performance in the IBM Tealeaf Reporting Guide Client Performance Summary information about render times Summary Render For more information about contents of this report see Times Analyzing Performance in the IBM Tealeaf Reporting Guide Common properties e For more information see Common properties in the Data tab section Table 17 Data tab Property Description Period Select the focus period to display in the component from the drop down Host Optionally you can pre filter the displayed data in the component for a specific value of the Host dimension Application Optionally you can pre filter the displayed data in the component for a specific value of the Application dimension Server Optionally you can pre filter the displayed data in the component for a specific va
19. Failure Chart Includes Failure in chart form in dashboard component Failure Table Includes Failure in table form in dashboard component Visitor Process Scorecard dashboard component Table 57 Data tab Property Description Scorecard Click the link to select a scorecard to display in the component Period From the drop down select the period to display Period is relative to the date configured for the dashboard Comparison To include comparison data in the scorecard select Previous Period e To disable a comparison period select No Comparison Display tab For more information about these properties see Display tab in the previous section Top Movers Dashboard components for top mover reports that you select See Analyzing Top Movers in the IBM Tealeaf Reporting Guide Table 58 Top Movers component templates Report Type Description Top Movers Chart Top Movers report in chart format IBM Tealeaf cxView cxView User Manual Table 58 Top Movers component templates continued Report Type Description Top Movers Table Top Movers report in table format Common properties e For more information see Common properties in the Data tab section Table 59 Data tab Property Description Report Click the link to select a Top Movers report to include in the dashboard component Hour If
20. IBM Bay Area Lab 1001 E Hillsdale Boulevard Foster City California 94404 U S A Such information may be available subject to appropriate terms and conditions including in some cases payment of a fee The licensed program described in this document and all licensed material available for it are provided by IBM under terms of the IBM Customer Agreement IBM International Program License Agreement or any equivalent agreement between us Any performance data contained herein was determined in a controlled environment Therefore the results obtained in other operating environments may vary significantly Some measurements may have been made on development level systems and there is no guarantee that these measurements will be the same on generally available systems Furthermore some measurements may have been estimated through extrapolation Actual results may vary Users of this document should verify the applicable data for their specific environment Information concerning non IBM products was obtained from the suppliers of those products their published announcements or other publicly available sources IBM has not tested those products and cannot confirm the accuracy of performance compatibility or any other claims related to non IBM products Questions on the capabilities of non IBM products should be addressed to the suppliers of those products All statements regarding IBM s future direction or intent are subject to change or wit
21. KPI Hit Count Scorecard Schedules PEs I Coat Base Achvity Hit Count RancehTasriains CompansonTo Increase is preferable sport Template Privnt Increase is preferable Summary Foa Calculation Total ge Goal 100 p Genaral KPIs Permissions PAn pla rim Pon ers Grades 100 fs 90 65 80 0 Events oG Seog There are no configured events View Aliases Figure 13 KPI Scorecard KPIs tab Each key performance indicator is a group of related events which are displayed together relative to the base activity for the KPI A KPI contains One base activity event One or more events that are measured against the base activity to determine performance KPI scorecards can contain any number of KPIs KPIs are graded according to the sum of the KPI events that are divided by the base activity count KPIs are created deleted and reordered by using the icons above the list of KPIs To edit a KPI select it in the list Its properties are displayed Icon Description Add a KPI Delete the selected KPI Move the selected KPI higher in the list Event counts are summed regardless of their order Oo BOG Move the selected KPI lower in the list Event counts are summed regardless of their order KPI Properties Each KPI has the following properties Property Description Title The title of the KPI Chapter 3 Configuring Scorecards 27 28 Base Activity The denominator for the KPI events
22. See TEM Events Tab in the IBM Tealeaf Event Manager Manual Period Select the period over which to display the minute by minute event counts Table 42 Display tab Property Description Data View Select the type of graph to use to display the report data Unit Scale As needed the Y axis of the chart can be scaled according to the units selected in the drop down To disable scaling select lt No Scaling gt Scaled Warning Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are entered in the textbox are based on any applied scaling factor Zoom Scale When selected the Y axis scale is automatically zoomed for the Tealeaf user Performance Reports Dashboard components that are derived from system performance reports See Analyzing Performance in the IBM Tealeaf Reporting Guide Table 43 Performance Reports component templates Report Type Description Response Time Trend Segmented Response Time Response time trending report Segment response times for page generation network trip and render times Top Pages Top performing pages Common properties e For more information
23. Tealeaf CX RealiTea Viewer User Manual IBM Tealeaf CX Release Notes IBM Tealeaf CX Release Upgrade Manual IBM Tealeaf CX Support Troubleshooting FAQ IBM Tealeaf CX Troubleshooting Guide IBM Tealeaf CX UI Capture j2 Guide IBM Tealeaf CX UI Capture j2 Release Notes IBM Tealeaf cxImpact IBM Tealeaf cxImpact Administration Manual IBM Tealeaf cxImpact User Manual IBM Tealeaf cxImpact Reporting Guide IBM Tealeaf cxConnect IBM Tealeaf cxConnect for Data Analysis Administration Manual IBM Tealeaf cxConnect for Voice of Customer Administration Manual IBM Tealeaf cxConnect for Web Analytics Administration Manual IBM Tealeaf cxOverstat IBM Tealeaf cxOverstat User Manual IBM Tealeaf cxReveal IBM Tealeaf cxReveal Administration Manual IBM Tealeaf cxReveal API Guide IBM Tealeaf cxReveal User Manual IBM Tealeaf cxVerify IBM Tealeaf cxVerify Administration Manual IBM Tealeaf cx View IBM Tealeaf cxView User Manual IBM Tealeaf CX Mobile IBM Tealeaf CX Mobile Android Logging Framework Guide IBM Tealeaf Android Logging Framework Release Notes IBM Tealeaf CX Mobile Administration Manual IBM Tealeaf CX Mobile User Manual IBM Tealeaf CX Mobile iOS Logging Framework Guide IBM Tealeaf iOS Logging Framework Release Notes IBM Tealeaf cxView cxView User Manual Notices This information was developed for products and services offe
24. Tealeaf cxView cxView User Manual Verifying Scorecard Data Complete the following steps to verify that scorecard data is present in the current system 1 Log in to the Tealeaf Portal as an administrator From the Portal menu select Analyze gt Scorecards In the toolbar click the Folder icon to open a scorecard Select a scorecard that is known to have daily data updates Click Select of aN The scorecard is loaded By default the scorecard displays data from the current day In the toolbar click the Calendar tool Select a range of dates For example if you recently upgrade the system you can choose to select a range of dates from before the date of the upgrade No 8 The scorecard must show data Notes on upgrades If no data is displayed it is likely that the scorecard data was not successfully moved during the inline database upgrade Tealeaf recommends upgrading and moving the databases after the software upgrade is completed In some situations this out of line upgrade cannot be possible so you must force a recalculation of all scorecard data through the Tealeaf Portal Note Scorecard recalculation occurs at the top of the next hour after the recalculation is issued Depending on the number of scorecards this process can take a while After upgrade you can schedule this recalculation during off peak hours Note Recalculation of scorecards can take significant time and system resources It depends on
25. The scorecard is updated to display report data for the relevant period For reporting purposes the beginning of the week is defined as Sunday The beginning of each quarter is January April July and October Configuring for different dates and comparison periods To change the base date for the focus period and optionally to configure a comparison period complete the following steps When configured a comparison period scorecard is displayed side by side on screen and in exported reports with the focus period scorecard 1 To change the focus period click the date in the toolbar The Date Selector is displayed Date Selector 41 51 61 718 9110 11 1213 14 15 16 17 15 are 18 19 20 21 18 19 20 21 22 23 24 22 23 24 25 26 27 28 25 26 27 28 29 30 31 8 29 30 31 2 In the Date Selector select the first day of the time period on which to focus You can use lt lt and gt gt to choose time periods relative to the current date If you have select a period other than Day a range of dates around the selected date is automatically selected for you 3 Comparison Period Optionally you can create a side by side comparison of the focus period with another period in the scorecard Click the Compare to Date Range check box a A yellow range box is displayed Select the start date of the comparison period Press SHIFT and select the end date of the comparison period 4 To generate the scorecard for the selected f
26. This number is compared to the values of the KPI events It must have a count greater than or equal to the sum of the KPI event counts The rating for the KPI is the sum of the KPIs event counts divided by the base activity count e Event The event to count as the denominator for the KPI e To stop your event activity of session or pages counts use the Session Count or Hit Count event as the base activity in the denominator These events must be configured in the General tab to share report group same as the scorecard itself e For more information about configuring events see TEM Events Tab in the IBM Tealeaf Event Manager Manual Comparison To Previous This property identifies how to mark rating changes when you compare KPI scorecards for different time periods e Increase is preferable If the current rating is higher than the previous rating it is marked with a green Up Arrow Decreases are marked with a red Down Arrow Desirable events such as purchase events must be marked in this manner e Decrease is preferable If the current rating is lower than the previous rating it is marked with a green Down Arrow Increases are marked with a red Up Arrow Undesirable events such as abandonment events must be marked in this manner Summary Calculation This property defines how the KPI events are summarized when you view KPI details e Total The sum of the event percentages is displayed e Average including zero values The
27. URLs occurring in this order e addtobasket jsp OR getsavedbasket jsp e checkout jsp e shipping jsp e confirm jsp e ordercompleted jsp Abandonment Step ordercanceled jsp Failure Step Define the failure step to be a compound event by using as conditions the output of all error events that can apply to the process pages These conditions must be configured to a logical OR evaluation Example 2 Checkout Process Scorecard with Advanced Abandonment This example creates a more sophisticated measure of abandonment Define the following events that are listed and assign them to the sections of the scorecard definition as shown Process Steps The sequence of steps in the process is defined by events that detect the following URLs and evaluation to true if they are present e checkout jsp e shipping jsp e confirm jsp e ordercompleted jsp Abandonment Step Create an event with an End of Session trigger that evaluates all of the following things e checkout jsp OR shipping jsp OR confirm jsp e NOT ordercompleted jsp e NOT the failure step event next step Chapter 3 Configuring Scorecards 41 Failure Step Create an event with an End of Session trigger that evaluates all of the following things e shipping jsp AND confirm jsp NOT ordercompleted jsp In the previous example the process can be abandoned or failure but not both Example 3 New User Registration The following process scorecard d
28. all its components For example if the dashboard contains scorecards you must have permissions to view each scorecard and access to the scorecard feature in the Portal Analyze gt Scorecards which is governed by IBM Tealeaf cxView group permissions The same applies to Report Builder and Top Mover components of dashboards For more information about configuring access permissions for reports see Report Access Permissions in the IBM Tealeaf cxImpact Administration Manual IBM Tealeaf cxView cxView User Manual Configuring Dashboards Depending on your account permissions you can create and share your own dashboards See Chapter 5 Configuring Dashboards on page 57 Dashboard Report Data At regular intervals the Tealeaf Data Collector polls each Canister for session data to aggregate and store in the appropriate databases When a scorecard or dashboard is queried this aggregated data is used to populate the report e Typically the Data Collector polls at 5 minute intervals For more information about settings see CX Settings in the IBM Tealeaf cxImpact Administration Manual The Data Collector requires access to all Canisters in the Tealeaf environment and all Canisters must be receiving data If an active canister is not receiving data or cannot be reached because of network interruption the data collector fails the data collection process It happens as running a partial collection corrupts the reports tha
29. configure the execution of snapshots of dashboards on a daily weekly or monthly basis for a selected day These reports are delivered to specified email addresses or aliases at the time of execution in PDF or HTML Note You cannot email snapshots of inactive dashboards Note To email report snapshots you must configure an email address in your user account Do not create snapshot schedules from a Tealeaf administration account e See My Settings in the IBM Tealeaf cxImpact User Manual Note Non administrator users can configure report schedules for reports that they own or are shared to them The Tealeaf admin can see and configure all schedules e For more information about configuring access permissions for reports see Report Access Permissions in the IBM Tealeaf cxImpact Administration Manual e To configure dashboard schedules click Dashboard Schedules in the left pane 90 IBM Tealeaf cxView cxView User Manual Dashboard Schedules General lt Create Schedule gt G r General test schedule MV Active Description Reveal dash sched m Schedule Options C Daily C Sun C Mon Tue C Wed Dashboard cxReveal Overview Weekly C Thu C Fri Sat Email Format f ppr monthly V HTML Hour of Day 1 00 Focus Day Offset fo 3 Language English us m Recipients To nobody tealeaf com Ce Bee List email addresses separated by a comme
30. dashboard is to be processed Send At Select the time when the dashboard is processed and delivered Time is based on the Tealeaf system time zone See Configuring the System Timezone in the IBM Tealeaf CX Configuration Manual Focus Day Offset Optionally you can configure the number of days before the date of execution that you would like to define as today in the dashboard For 92 IBM Tealeaf cxView cxView User Manual example you might configure a dashboard to be processed Tuesday morning to delivers Monday s data to users In this case you would set the offset value to 1 Language Select the language to use in the dashboard from the drop down Recipients Enter a comma separated list of email addresses or aliases to whom to send the dashboard Dashboard Click the link to select the dashboard to send Select the dashboard and click Select Tab Optionally you can configure the schedule to deliver the contents of a single tab in the dashboard To deliver all tabs in the scheduled dashboard select lt A11 Tabs gt Email Format Select the format in which to send the dashboard PDF HTML or both History Tab 4 General History Created At In the History tab you can review the history of scheduled dashboard executions Scheduled At 06 12 2010 18 00 13 06 12 2010 18 00 23 06 13 2010 01 00 07 06 13 2010 01 00 21 06 13 2010 03 00 08 06 13 2010 03 00 18 06 14 2010 03
31. entered in the textbox are based on any applied scaling factor Live Event Counts Dashboard components that are created from events that are configured to capture minute level event counts You cannot select Canister events or events that are not configured to be Searchable amp Reportable for these dashboard components Data is available for live event counts for the preceding 24 hour rolling period Minute level tabulation of event counts requires enabled Alert Service and at least one alert is configured and active If the Alert Service is stopped or restarted all data from the preceding 24 hour period is lost When the Alert Service resumes it immediately calculates minute level data For more information about enabling the alert service see Configuring the Alert Service in the IBM Tealeaf CX Configuration Manual For more information about configuring alerts see TEM Alerts Tab in the IBM Tealeaf Event Manager Manual For more information about configuring events to capture minute level counts see TEM Events Tab in the IBM Tealeaf Event Manager Manual Chapter 5 Configuring Dashboards 79 80 Common properties e For more information see Common properties in the Data tab section Table 41 Data tab Property Description Event Select the event whose minute by minute counts you would like to display The event must be configured to tabulate minute by minute counts
32. in the IBM Tealeaf Reporting Guide e For more information about the visitor Report Builder see Tealeaf Visitor Report Builder in the IBM Tealeaf cxResults User Manual Table 46 Report Builder component templates Report Type Description Report Chart Report Builder report in chart format Report Chart Visitor Segment Visitor Report Builder report in chart format Report Table Report Builder report in table format Report Table Visitor Segment Visitor Report Builder report in table format Common properties e For more information see Common properties in the Data tab section Report Builder component template Table 47 Data tab Property Description Report Select the Report Builder report to include in the dashboard component Period Select the focus period to display in the component from the drop down Chapter 5 Configuring Dashboards 81 Display tab None Visitor Report Builder component template Table 48 Data tab Property Description Report Select the Visitor report to include in the dashboard component Visitor Segment When selected you can configure the source segment for the report Visitor Search Schedule When selected you can configure the scheduled search to use to generate the source segment Display tab None Scorecards KPI You can add any Key Performance Indicator scorec
33. is unavailable or not receiving data report data collection is suspended Scorecards and dashboards are not updated with new data until the problem is fixed When collection resumes reports are not updated until all spooled canister data is collected aggregated and stored in the database e Hits are evaluated against the set of current set of events at the time of evaluation If hits are spooled or otherwise not processed immediately there can be effects in reporting if changes are made to event related objects in the interim For more information Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual e For more information about data collection see Data Aggregation and Retention in the IBM Tealeaf cxImpact Administration Manual e For more information about managing Canisters see Managing Tealeaf Servers in the IBM Tealeaf cxImpact Administration Manual Displaying Scorecards To display existing scorecards you must select the scorecard the period and the focus period Chapter 2 Using Scorecards 7 Scorecard toolbar S eros p Figure 1 Scorecard toolbar Table 3 Scorecard toolbar Icon Command Description Date Selector Select a current focus date range and optionally a comparison date range for the scorecard 04705 2010 v Open Open a selected scorecard Schedule Snapshot Schedule a snapshot of the scorecard for delivery to selected recipients through email
34. level Units that are entered in the textbox are based on any applied scaling factor Chapter 5 Configuring Dashboards 75 For more information about the contents of this report see System Status in the IBM Tealeaf cxImpact Administration Manual Session Distribution component template Data tab None Display tab None For more information about the contents of this report see System Status in the IBM Tealeaf cxImpact Administration Manual CX Database Size Components of the database Filegroup Size and database Table Size reports provide information about the trends in growth for specific areas of the Tealeaf databases e See System Status in the IBM TealeafcxImpact Administration Manual e See System Status in the IBM TealeafcxImpact Administration Manual Table 30 Database Size component templates Report Type Description Database Daily Percentage growth in database size day over day Percent Growth Database Filegroup Growth of filegroup sizes for the selected database Size Database Table Percentage growth in database table size day over day Percent Growth Database Table Row Counts of rows in database tables for all databases Count Common properties e For more information see Common properties in the Data tab section Table 31 Data tab Property Description Database Select the Tealeaf database from which the dashboard component gathers its dat
35. list of components of that type is updated in the right pane In the Visible On pane you can review where the selected component is displayed in the available dashboards and add or remove it as needed Adding or Removing Components from a Dashboard Through the Visible On pane you can review the dashboard tabs in which the currently selected component is displayed Visible On S Technical Site Metrics be Activity Reports Figure 29 Visible On pane Dashboard names are displayed as folders Clicking a dashboard name reveals the individual tabs of that dashboard where the component is displayed e To remove a component from a dashboard tab select it in the Visible On panel Click the sign To add the selected component to a tab 64 IBM Tealeaf cxView cxView User Manual 6 7 8 Select Available Components In the Component Type panel select the type of component to add See Managing Report Templates for Dashboards on page 94 Select the component in the Component pane Above the Visible On pane click the sign In the dialog click the dashboard name to which you want to add the component The current tabs on the selected dashboard are displayed beneath the dashboard name e To view the dashboard tab names without the dashboard headings click the Individually check box e To filter the view select the Filter check box and enter a filter string with which to filter the display Wi
36. rate from the previous step to the current one Field Description Count Raw count of occurrences of each step of the business process Drilldown links are provided for these counts Chapter 2 Using Scorecards 17 Conv Conversion rate is the count of occurrences of each step which is divided by the count of occurrences of the immediately preceding step Given this definition it is impossible to define the conversion rate of the first step in a process Change If comparison period is shown the change between the comparison period and the focus period is shown A green upward pointing or red downward pointing arrow is displayed corresponding to positive or negative change The numerical difference between the occurrence count of each process step in the focus period and comparison period is displayed as an absolute number and percentage Detail drilldown You can drill down into the individual step counts for a process to a detail chart for that event over the mentioned period For a single day an hourly breakdown is displayed and a daily breakdown is shown for multi day periods Process Step Dropoff 18 In the Process Step Dropoff report you can examine the number of sessions that dropped off of the process between individual steps Field Description Count Count of sessions that includes a step in the process for example Step 1 yet drop off and do not include the subsequent step Step 2 Drilldown links are pro
37. reporting period See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Search Term Session Matches Counts of session matches for each search term parameter See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Chapter 5 Configuring Dashboards 87 88 Table 65 Visitor Segment Reports component templates continued Report Type Description Search Term Visitor Matches Counts of visitor matches for each search parameter See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Session Length Distribution Session Page Count Distribution Distribution of session lengths across the reporting period Distribution of counts of pages across sessions in the segment See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Sessions by Hour Counts of sessions for each hour of the reporting period See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Sessions Counts Session counts across dates in the reporting period See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Top Entry Pages Counts of most common entry pages for sessions in the segment See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Top Events Counts of most common events for sessions in the segment Top Exit Pages Counts of most co
38. tab You can save the dashboard at any time To save it click Save Changes on all tabs are saved The configured dashboard is now displayed in the Dashboards screen You can populate the dashboard with components See Components Screen on page 63 General Tab Chapter 5 Configuring Dashboards 59 Genet Tabs Permissions ID 2 Title Tealeaf System Status Default Tab Active Status Active save Figure 25 General Tab Property Description ID An internal identifier for the dashboard Title The user readable name for the dashboard This name is displayed in the Dashboard screen and the portal menu Default Tab When the dashboard is loaded the specified tab is selected by default Active If inactive the dashboard is not displayed in the dashboards menu and cannot be emailed Tabs tab In the Tabs tab you can define the tabs that are displayed in the dashboard You can use individual tabs to organize dashboard components along common types of information such as site statistics visitor activities or goal conversion General Tabs Permissions a2 Geoo Components SC E Layout Active Status Session Distribution Canister Status Single Page Sessions DecoupleEx Status Hit Distribution Storage Status Top Active Events Database Size Figure 26 Tabs Tab Adding and arranging tabs In the left pane you can see the available tabs that you create When you se
39. the overall rate of successful completion of a process You can assign letter grades that are based on the percentage of sessions It can be completed abandoned or failed in comparison to the total number of sessions that began the process Process Scorecard Business Process Scorecard General Grades Events Scenanos Permissions Completion poly mi rem Abandonment 100 95 o fess fso 0 Failure Figure 18 Process Scorecard Grades tab Depending on the event 100 can be a good or a bad result e Completions of a process are good results so grades improve as the percentage increases e Abandonment and failure grades go from 0 to 100 becoming worse as the percentage increases The grades that are defined here are displayed on the Scorecard report page Chapter 3 Configuring Scorecards 37 Permissions tab Scorecard permissions are used to restrict the viewing of a particular scorecard to specific Portal user groups Selected user groups can see and select the scorecard on the Scorecard Report page Process Scorecard Business Process Scorecard Events Scenarios Grades Permissions General lt I Admin Group x Public x Super User M Portal User kal cxView Admin xI cxView User x Reveal User Old xI Event Admin Figure 19 Process Scorecard Permissions tab Note Settings that are defined in page apply only to viewing
40. D 7 AND Global Error Page AND NOT 8 IBM Tealeaf cxView cxView User Manual KPI Scorecard Example 1 Checkout This scorecard measures the performance of key pages in the following checkout process 1 Create scorecard Define per hit events to detect the following conditions a Create a simple per hit event that detects all HTTP client error 4xx status codes by looking for the following string in the Tealeaf request nStatusCode 4 Create a simple per hit event that detects all HTTP server error 5xx status codes by looking for the following string in the Tealeaf request nStatusCode 5 Create an After Every Hit event that uses the above two events as conditions to detect all HTTP error status codes Create five After Every Hit events that detect the preceding error detecting event when it occurs on each of the five pages that are listed as Process Steps See Example Scorecards on page 39 Create an After Every Hit event of all the page specific events that are defined in the previous step to detect the error detecting event when it occurs on any of the Process Step pages Create scorecard Create a KPI scorecard that uses Negative Comparison Use the event that is detecting the process s first page which can be either addtobasket jsp or getsavedbasket jsp Configure the count of this event to be the scorecard s activity indicator In the scorecard create a single availability group by using the fiv
41. Data 2 Forcing Scorecard Recalculation Using All Available Data Chapter 4 Using Dashboards Dashboard Options Report Access Permissions Configuring Dashboards Dashboard Report Data Dashboards Provided by Tealeaf Dashboard Tabs and Components 30 30 30 Ol 31 82 33 33 34 35 36 36 36 37 38 38 38 39 39 39 39 40 40 40 41 41 42 42 43 43 43 45 45 46 46 46 46 47 47 47 47 48 49 49 51 52 552 lt 53 s53 Ba 54 iii Exporting Dashboards Chapter 5 Configuring Dashboards Overview Overview of Configuring Dachboards Configure email address Configuration options Getting Started Creating a Dashboard General Tab Tabs tab 2 Adding and arranging tabs 3 Organizing components in a tab Permissions Tab Components Screen 2 Adding or Removing Components fom a Dashboard i Adding a report component Editing a Component Removing a Component Component Templates Adding a component Dashboard Component Templates Accessing Dashboard Component Templates Common Dashboard Component Properties Common properties in the Data tab Common properties in the Display tab Dashboard sais aia ke a Types Alerts Basic Components Client Performance Page Detail Client Performance Summary CX Active Status CX Canister Status CX Database Size CX DecoupleEx Status CX HBR S
42. Indicator An indicator of the general activity or traffic on a web application regardless of success failure or availability It can be the total number of web application sessions hits or the count of a particular Canister event It is used as the denominator in KPI percentage rating calculations Availability Indicator An event that indicates either that the system is available or unavailable The count of HTTP responses whose HTTP status code is 200 success indicates availability while HTTP 500 internal server error is an indicator of non availability Scorecard Report Data At regular intervals the Tealeaf data collector polls each canister for session data to aggregate and store in the appropriate databases When a scorecard or dashboard is queried this aggregated data is used to populate the report e Typically the Data Collector polls at 5 minute intervals For more information about settings see CX Settings in the IBM Tealeaf cxImpact Administration Manual The Data Collector requires access to all Canisters in the Tealeaf environment and all Canisters must be receiving data If an active Canister is not receiving data or cannot be reached because of network interruption the Data Collector fails the data collection process It happens as running a partial collection corrupts the reports that use it Note All Tealeaf Canisters must be receiving session data and must be accessible over the network If any canister
43. ROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF NON INFRINGEMENT MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE Some states do not allow disclaimer of express or implied warranties in certain transactions therefore this statement may not apply to you This information could include technical inaccuracies or typographical errors Changes are periodically made to the information herein these changes will be incorporated in new editions of the publication IBM may make improvements and or changes in the product s and or the program s described in this publication at any time without notice Any references in this information to non IBM Web sites are provided for convenience only and do not in any manner serve as an endorsement of those Web sites The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk Copyright IBM Corp 1999 2014 105 106 IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you Licensees of this program who wish to have information about it for the purpose of enabling i the exchange of information between independently created programs and other programs including this one and ii the mutual use of the information which has been exchanged should contact
44. Scorecards and do not affect permissions for administration of Scorecards Any user or group that can access the Configuring Scorecardspage can configure any displayed scorecard See cxView Settings in the IBM Tealeaf cxImpact Administration Manual Saving You can save your scorecard at any time Click Save To cancel the scorecard creation process click Cancel Note Canceling stops the scorecard creation process without saving changes to other tabs All unsaved changes are lost Creating Events for Business Process Scorecards Events for business process steps must be defined carefully The event count of process completions abandonments and failures must match total of 100 percent of the number of process starts Suppose a business process consists of three pages 1 pageA jsp 2 pageB jsp 3 pageC jsp You must define simple page events to detect that pages are displayed to the visitor Page events called page A through page C can be triggered by the URLs For the Process scorecard definition the following events must be added 38 IBM Tealeaf cxView cxView User Manual Note For every step of the process verify that the first step is present in the session Process step events 1 Start process step event page A 2 Process step 2 session level event of start process step page A AND page B This definition ensures that the session contains both the starting step and the second step of the business proc
45. Tealeaf CX Table 26 Display tab Active Sessions Select the server from which the data is gathered Property Description Data Coloring You can choose whether data is displayed in mono or multi color format Unit Scaling As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select lt No Scaling gt Scaled Warning Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are entered in the textbox are based on any applied scaling factor Show Data Values IBM Tealeaf cxView cxView User Manual Select this option to show the recorded values for data that is displayed in the report For more information about the contents of this report see System Status in the IBM Tealeaf cxImpact Administration Manual Active Sessions All component template Data tab None Table 27 Display tab Property Description Data Coloring You can choose whether data is displayed in mono or multi color format Unit Scaling As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select
46. Templates Exported or downloaded report templates can be imported into your Tealeaf system Scorecards must be customized to meet individual requirements of the system on which they are installed After you import a scorecard you can add delete or modify the events that trigger them During import the event creation process attempts to use existing event definitions on the destination system including events that were previously created as a part of the current import process For scorecards and dashboards regardless of how the original events were used in the source template if any of those events are exact duplicates except for their names the event on the destination system will be used whenever event definitions between the source and destination systems are determined to be exact matches For Report Builder reports the logic is improved to selectively import events For this reason Tealeaf recommends exporting and importing Report Builder reports first Dependent objects in the report are displayed during the import process Schedules cannot be exported and imported as the scheduling information can not be valid for the system to which it was imported Limitations The following limitations apply to importing report templates 1 If an item in a report such as an event dimension or the report itself exists in the destination system it is used as is and is not updated This comparison is based on inter
47. a Data Group Database Table Percent Growth Select the data group from which to gather report data Period Select the set of preceding days to include in the component s data Display tab None CX DecoupleEx Status The components of the DecoupleEx Status report indicate the operational status of the Tealeaf Transport Service and the Short Term Canister e If you have product license for IBM Tealeaf cxReveal and install a cxReveal Server you can optionally display DecoupleEx status information in this report 76 IBM Tealeaf cxView cxView User Manual e See System Status in the IBM Tealeaf cxImpact Administration Manual Table 32 DecoupleEx Status component templates Report Type Description Hits Sec Report on the hits per second being processed by the selected Canister Hits Sec Rate Overview A11 Summary report on the rate of hits that is processed across all servers MB Sec Megabytes processed per second report Queue Overview A11 Overview of the queue performance across all components Common properties e For more information see Common properties in the Data tab section Table 33 Data tab Property Description Tealeaf CX Select the server from which the report data is gathered To gather data from all servers select lt All Servers gt Include Transport Servers Hits Sec Rate Overview All and Queue Overview All
48. about terminology see Chapter 2 Using Scorecards on page 5 Accessing pm Configuration Process Scorecards Fal tans Process Scorecards Active KPI Scorecards Business Process Scorecard Process Dates Example Process Scorecard Figure 15 Process Scorecard To access Process scorecards 1 In the Tealeaf Portal menu select Configure gt Scorecards 2 In the Configuration pane click Process Scorecards The list of available Process scorecards is displayed Available commands Command Description l To edit an existing scorecard select it and click Edit at the top of the pane i To create a new one click New i To delete a scorecard select it and click Delete When you add or edit a Process scorecard configure the scorecard through the following tabs Tab Description General The general information for the scorecard Events Select the Tealeaf events including Abandonment and Failure events to monitor in the scorecard Grades The Process Abandonment and Failure grades Permissions The User Group level permissions for viewing the selected scorecard within the Portal 32 IBM Tealeaf cxView cxView User Manual For more information about scheduling scorecards see Chapter 3 Configuring Scorecards on page 19 For more information about configuring access permissions for reports see Report Access Permissions in the IBM Tealeaf cxImpact Administration Manual Genera
49. ail on demand or scheduled on a daily weekly or monthly basis Emailed snapshots include a link back to the live report for immediate click through to deeper analysis e For more information about scheduling scorecards see Chapter 3 Configuring Scorecards on page 19 e For more information about scheduling dashboards see Chapter 5 Configuring Dashboards on page 57 2 IBM Tealeaf cxView cxView User Manual Import Export You can import and export report templates and other Tealeaf data for use across Tealeaf environments and in other enterprise systems See Importing and Exporting Reports in the IBM Tealeaf cxView User Manual e Tealeaf publishes report templates that you can download through Tealeaf These templates can be imported and customized to meet the requirements of your Tealeaf solution Administration IBM Tealeaf cxView provides user permission controls to manage users and groups which enables careful control over access to scorecards and dashboards e See cxView User Administration in the IBM Tealeaf cxImpact Administration Manual You can configure settings that apply specifically to scorecard and dashboard configuration and data retention e See cxView Settings in the IBM Tealeaf cxImpact Administration Manual You can also configure global settings that apply to all Tealeaf scorecards in the system e See Scorecards on page 47 cxView Features For more information abo
50. ailable Components Component Templates Through the Components screen you can configure components and add or remove them from dashboard tabs Es visible on S HED Technical Site Metrics Component Type Activity Reports Basic Components CX Active Status CX Canister Status Component Cancelled Pages Connection Types Events Hit Events Session Activity Reports CX DecoupleEx Status Hit Count CX Storage Status Network Trip Page Reports Page Generation Report Builder Page Size Page View Count Round Trip Session Avg Hits Session Avg Size Session Count Session Ouration Total Errors Figure 28 Configuring Components Select this view of dashboard to verify that important components are well organized and represented in the appropriate dashboard The screen is split into four panels Chapter 5 Configuring Dashboards 63 Component Category Select from available components or assemble from component templates Individual components are configured instances of component templates You can create new components from templates See Managing Report Templates for Dashboards on page 94 Component Type Select your component from one of the listed types Component The individual components for the type Visible On The dashboard tabs on which the component is visible When you select to review components or component templates the list of available types is updated When a Component Type is selected the
51. an be used as dashboard components e For more information about creating reports see Tealeaf Report Builder in the IBM Tealeaf Reporting Guide For more information about adding them to dashboards see Components Screen on page 63 Overview of Configuring Dashboards Configuration DashDoards Components Set Default Dashboard Report Ternplates In the Configuring Dashboards screen you can create and edit dashboards which can contain one or more components Additionally you can manage dashboard snapshots sharing and import and export of your dashboards and their components Dashboards ULL Active Flags mn dashboard Tealeaf System Status Technecal Site Metrics Figure 24 Configuring Dashboards Configure email address Dashboards are emailed by using the owner s configured email address as the From address Note Before you begin configuring dashboards verify that you configure a valid email address in the My Settings page See My Settings in the IBM Tealeaf cxImpact User Manual Alerts and scorecard use system settings to specify the From email address e See CX Settings in the IBM Tealeaf cxImpact Administration Manual Copyright IBM Corp 1999 2014 57 Configuration options In the Configuring Dashboard screen you access the available dashboards and components by using the links on the left side of the page You can also use them to manage import or export Section Description
52. anel Category Description Process Scorecards Process scorecards are used to track business process in your web application See Configuring Process Scorecards on page 31 KPI Scorecards Key Performance Indicator scorecards identify and measure performance metrics that are critical to your web operations For more information see Overview on page 24 Scorecard Schedules You can configure execution of scorecards on a daily weekly monthly basis for a configured reporting period and deliver them through email to selected users See Overview on page 20 Aggregation Dates You can review and reset the last date of data to process for the scorecards When this button is clicked the last process date is displayed in the right panel You can change the date if you want to reset or reprocess scorecard data See Scorecard Aggregation Dates on page 47 Purge Data Purge scorecard data for selected scorecards See Purging Scorecard Data on page 24 Copyright IBM Corp 1999 2014 19 Report Templates You can export report templates for use in other Tealeaf installations and import templates for use in your current system See Importing and Exporting Reports in the IBM Tealeaf cxView User Manual Additional templates can be downloaded from Tealeaf Online Help For more information Importing and Exporting Reports in the IBM Tealeaf cxView User Manual After you select a category the list of available
53. anister DeCoupleEx and Status Storage aspects of the Tealeaf system See System Status in the IBM Tealeaf cxImpact Administration Manual Chapter 4 Using Dashboards 53 Table 8 Dashboards Provided by Tealeaf continued Dashboard Tealeaf Product Description Name Technical IBM Tealeaf cxView This dashboard provides detail Site Metrics reports on current user session and page level data See Technical Site Metrics Dashboard in the IBM Tealeaf Reporting Guide IBM Tealeaf IBM Tealeaf cxReveal For IBM Tealeaf cxReveal executives cxReveal and managers this dashboard Executive provides insight into IBM Tealeaf Dashboard cxReveal user searches and replays See cxReveal Overview Dashboard in the IBM Tealeaf cxReveal User Manual Dashboard Tabs and Components 54 Components can be placed into one or more tabs Each tab contains the components that are defined by the creator of the dashboard Each component has controls for editing drill down and refresh A dashboard tab is composed on multiple dashboard components which are independent pieces of dashboards Each dashboard component panel contains a graphical or numerical display of the component s content At the top of each panel you can make the following selections Button Description Ey To edit the component click the Editicon See Chapter 5 Configuring Dashboards on page 57 To view the underlying d
54. ard to which you have access to your dashboards See Overview on page 24 Table 49 Scorecards KPI component templates Report Type Description Scorecard KPI Scorecard KPI Visitor Segment KPI scorecard report KPI scorecard report on a visitor segment Common properties e For more information see Common properties in the Data tab section KPI Scorecard report template Table 50 Data tab Property Description Scorecard Click the link to select a scorecard to display in the component Period From the drop down select the period to display Period is relative to the date configured for the dashboard Comparison Table 51 Display tab To include comparison data in the scorecard select Previous Period To disable a comparison period select No Comparison Property Description Grade Distribution Chart Select this option to include a grade distribution chart Note As part of the scorecard definition Grades must be assigned For more information about scorecard grading see Overview on page 24 82 IBM Tealeaf cxView cxView User Manual Table 51 Display tab continued Property Description Grade Detail Table Select this option to include a grade distribution table Note As part of the scorecard definition Grades must be assigned For more information about scorecard grading see
55. ata click View Report Dataicon View report details on the underlying report e See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide g To refresh the display of the dashboard component click the Refreshicon e To refresh all dashboard components click the Refresh on your browser Options Change dashboard options See Chapter 4 Using Dashboards on page 51 If you own the dashboard any changes to the layout are saved and are applied to other users who are sharing your dashboard Otherwise changes to the layout for a dashboard that you do not own are temporary Multiple dashboards can use the same component Note If you change the component in one dashboard it affects all instances of the component in other dashboards IBM Tealeaf cxView cxView User Manual Exporting Dashboards In the Optionsmenu to export a dashboard snapshot click Export Email Dashboard Save as PDF Email Recipients separate addresses with commas nobody tealeaf com Export Email Dashboard Es ES a Figure 23 Export Email Dashboards To export 1 To open or save the report locally in PDF format click Save as PDF 2 To email the report click Email Note To configure and deliver report snapshots from the Portal you must enter a valid email address for your user account See My Settings in the IBM Tealeaf cxImpact User Manual Choose output format Send PDF or Send HTML Note Depen
56. average of the event percentages are displayed including counts of 0 e Average excluding zero values The average of the event percentages are displayed omitting counts of 0 Goal The visible goal for the KPI has no effect on the rating and is used to compare against the actual rating on the scorecard report Grades KPI grades are used to mark the overall completion rate of a process The percentages are used to compare against the rating for the KPI If increases are preferable for the KPI the grades range from 100 to 0 if negative they range from 0 to 100 The grades that themselves are displayed on the scorecard report e To toggle the display of aliases in the scorecard configuration page click the View Aliases check box This setting is not saved with the scorecard itself KPI events In the Events pane you can select the events to include as the numerators for the KPI in the scorecard e The listed events can be assigned weights in the overall scoring calculation e For more information about how KPIs are calculated see KPI Scorecard Calculations on page 30 Select KPI events so that related events are joined in a KPI especially in relation to the Comparison To Previous setting IBM Tealeaf cxView cxView User Manual Note Only events in the KPI can be included once in the General tab for each per KPI The events must include the same report group as the scorecard itself KPI Weights KPI events can be w
57. ays since the first installation Use the smaller of the Reporting Data daily Days Retain value or the elapsed number of days since installation Using Excel you can calculate the following date Today Smaller of two dates above This date is used in the following steps to configure the date from which the next scorecard recalculation begins In the portal menu select Configure gt Scorecards In the left panel click the Data Management entry Click the Aggregation Dates link 10 11 For the Last Interval for Scorecards SID 5 Day entry click the edit icon Click the Date field From the Calendar tool select the previously calculated date Click Save If the Data Collector s next run is at the top of the subsequent hour all scorecards in the system are recalculated from the specified date to the current hour IBM Tealeaf cxView cxView User Manual Chapter 4 Using Dashboards A dashboard can be used to monitor fundamentals of the Tealeaf system or track high level reports on overall website performance Through dashboards you can customize your suite of Portal reports to meet your enterprise or personal requirements The Tealeaf system provides several pre configured dashboards and you can create more dashboards to meet various reporting and user group needs Each dashboard is composed of one or more reporting components which can be reports charts or tables For more information about pr
58. bled during the lifetime of the scorecard 1 Click the General tab 2 Click No Dimension Report Group next to Report Group 3 Click OK to confirm removal of incompatible events after the selection 4 In the Report Group Selector select the report group that is containing the required dimension Click Select 5 The Report Group entry is updated To select the dimension click lt Any Dimension next to Dimension 6 In the Dimension Selector select the dimension to include in the scorecard Click Select 7 In the Dimension Value Selector you can select a whitelisted value of the selected dimension with which you want to filter the scorecard Click Select If no dimension values are available for selection no dimension value filtering is performed e You cannot select non whitelisted values to display in a scorecard It means that it is important to verify that you select appropriate values to record in the scorecard Whenever whitelisted values are encountered they are recorded in the scorecard Note If a report template is exported for use in another system only whitelisted values are included in the export Blacklisted values and other values are excluded in the export to limit its size See Importing and Exporting Reports in the IBM Tealeaf cxView User Manual KPIs Tab 26 IBM Tealeaf cxView cxView User Manual Configuration KPI Scorecard Process Scorecards KPI Scorecards Process Dates a a Tithe
59. cess click Cancel Chapter 3 Configuring Scorecards 29 Note Canceling stops the scorecard creation process without saving changes to other tabs All unsaved changes are lost KPI Scorecard Calculations This section provides an example of how KPI calculations are formulated For this KPI suppose that you have a set of five events The Base Activity parameter is set to Event and for the time period suppose that the count of events is 50 Grade assignments are straightforward with the following grade assignments that are targeting a goal of 100 Table 4 KPI Scorecard Calculations A B C D F 90 80 70 60 50 Event Counts and Weighting In the following table you can see how event counts and weights are related For our example of five events you can see the Event Counts for each event for the time period If no weights are assigned for the selected events the unweighted percentage is calculated by the following formula for each event 1 Number of events In our example this calculation is 1 5 or 20 for each type of event In the Weighted column example weights are applied for each event These weights are as part of creating the KPI scorecard Note The sum of all weights for the KPI must equal 100 Table 5 Event Counts and Weighting Event Event Count Unweighted Weighted ID Eventl 10 20 50 Event2 8 20 20 Event3 6 20 10 Event4 4 20 10 Ev
60. components are displayed in the Component Type pane If a component type is selected the individual components of that type are displayed in the right pane Select a component type and the individual component of that type to edit If the component is in use in the Visible On pane you can see the dashboards and tabs where it is displayed Chapter 5 Configuring Dashboards 65 4 Above the Component pane click Edit 5 The Configure Component dialog is displayed See Dashboard Component Templates 6 Make your changes and click Save Removing a Component You can remove components from individual dashboards or delete them from use in the system e To remove a template from a dashboard tab use the Visible On pane To delete a component select it in the Component tab Then click the Delete button at the top of the pane Confirm that you want to delete the component Note Deleting a component removes it from all dashboard tabs e To add a component you can add an existing component or create it from a component template Component Templates You can use the provided component templates as the basis for creating your own dashboard components e See Dashboard Component Templates Adding a component To add a component 1 Click Component Templates 2 Select the Component Type and then the component template from which to build the new component Above the Component Template pane click the The Configur
61. corecard is attached to the email as a PDF file e HTML Scorecard is rendered as an HTML page e Excel XML Scorecard is attached to the email as an XML file that is readable in Excel Exporting Scorecards You can export scorecards into three different formats Excel PDF and email To export a displayed scorecard click the Export i in the toolbar Select the type of export Excel Export the report data in XML format for use in Microsoft Excel e PDF Generate the report in PDF format e Email Mail the report to selected email addresses 12 IBM Tealeaf cxView cxView User Manual Email Report Message optional I Send PDF I Send XLS M Send HTML Recipients separate addresses with commas Figure 4 Email Scorecard 1 Choose the format for the delivered report You can select more than one Send PDF Send XLS Send HTML 2 In the Message textbox you can include an optional message that is inserted as the body of the email 3 In the Recipientstextbox enter a comma separated list of recipient email addresses 4 To email the report click Send e To cancel click Cancel Overview of KPI Scorecards KPI scorecards typically show how values or ratios are comparing to your site s predefined scoring model For example values such as the number of page views or ratios such as conversion rates can be represented in chart form Ratios such as conversion rates across time can be display
62. d Click the link to select a scorecard to display in the component Period From the drop down select the period to display Period is relative to the date configured for the dashboard Chapter 5 Configuring Dashboards 83 84 Table 55 Data tab continued Property Description Comparison To include comparison data in the scorecard select Previous Period To disable a comparison period select No Comparison Table 56 Display tab Property Description Summary Metrics Includes summary metrics in dashboard component See Chapter 2 Using Scorecards on page 5 Rate Indicators Chart Includes Rates in chart form in dashboard component See Chapter 2 Using Scorecards on page 5 Rate Indicators Table Includes Rates in table form in dashboard component See Chapter 2 Using Scorecards on page 5 Step Conversion Chart Includes Step Conversion in chart form in dashboard component See Chapter 2 Using Scorecards on page 5 Step Conversion Table Includes Step Conversion in table form in dashboard component See Chapter 2 Using Scorecards on page 5 Abandonment Chart Includes Abandonment in chart form in dashboard component See Chapter 2 Using Scorecards on page 5 Abandonment Table Includes Abandonment in table form in dashboard component See Chapter 2 Using Scorecards on page 5
63. ding on the size of the components on the dashboard some parts of components with insufficient screen size cannot be displayed in PDF format You can either export by using HTML format which supports scrolling of elements or resize the components in the dashboard configuration See Chapter 5 Configuring Dashboards on page 57 Specify recipients as a comma separated list of email addresses To send the configured export select to export the entire dashboard or the current tab To cancel dashboard export click Cancel Chapter 4 Using Dashboards 55 56 IBM Tealeaf cxView cxView User Manual Chapter 5 Configuring Dashboards Through Tealeaf dashboards you can customize your suite of portal reports to meet your specific needs A dashboard can be used for monitoring the system fundamentals of the Tealeaf system or for tracking high level reports on overall website performance e To configure your Dashboards select Configure gt Dashboards in the Portal menu For more information about Dashboards see IBM Tealeaf cxResults User Manual and IBM Tealeaf cxImpact Administration Manual Overview A single dashboard can be composed of multiple dashboard components which are independent pieces that can be added or removed from dashboards Multiple dashboards can use the same component Changes to the component in one dashboard affects all instances of the component in other dashboards Tealeaf report charts and tables c
64. displayed In the left navigation pane click the Data Management link 3 Click Aggregation Dates 4 The dates of the most recent scorecard aggregation runs are displayed in the right panel Chapter 3 Configuring Scorecards 47 Scorecard Data Type Last Date Processed Last Interval for Scorecards SID 5 Day 08 25 2010 Last Interval for Scorecards SID 4 Week 08 22 2010 Last Interval for Scorecards SID 3 Month 08 01 2010 Last Update for Scorecards 08 25 2010 Figure 20 Scorecard Aggregation Dates In the right panel you can change the date for the daily scorecard aggregation run for any date that has an Edit icon next to it When the date is changed any scorecards that use the date ID are regenerated on the next scorecard run based on the newly selected date Any of the other intervals between the newly selected date and the current date are also regenerated e To edit a scorecard processing interval select the entry and click the Edit 4 icon In the Portal Management page you can also query for this information from each Search Server in your environment See Managing Tealeaf Servers in the IBM Tealeaf cxImpact Administration Manual Rolling Back Scorecard Aggregation Dates If scorecard definition changes must be applied retroactively you can use the rollback feature to apply the changes Suppose that you change your scorecard definition and must populate the changed scorecard data retroactively If the late
65. e page specific all errors events and weight them by the importance of each page These weights can be used to define the availability letter grade For example the grading weights can be HTTP error code on addtobasket jsp OR getsavedbasket jsp 5 HTTP error code on checkout jsp 20 HTTP error code on shipping jsp 10 HTTP error code on confirm jsp 15 HTTP error code on ordercompleted jsp 50 KPI Scorecard Examples Retail Shopping Site This scorecard measures the performance of key pages in a retail shopping site Events used For the following examples the list of events that are used in the scorecard definition is as follows The following events are based on Tealeaf request variables HTTP Status Code HTTP 400 Bad Request HTTP 401 Unauthorized HTTP 402 Payment Required HTTP 403 Forbidden HTTP 404 Not Found HTTP 405 Method Not Allowed Chapter 3 Configuring Scorecards 43 44 e HTTP 500 Internal Server Error HTTP USER AGENT e Googlebot Visit e MSNbot Visit Hit property exceeds threshold value e Large Page Size e Long Page Generation Time e Page Generation gt 5s Create this Boolean event to evaluate the output of the Page Generation Time event e Page Generation Time gt 10s Create this Boolean event to evaluate the output of the Page Generation Time event e Page Generation Time gt 15s Create this Boolean event to evaluate the output of the Page Genera
66. e Component dialog is displayed Edit the properties as needed When you finish configuring it click Save to save the component OVP Go The component is now available for review through the list of Available Components See Creating a Dashboard or Editing a Component for more information e You can add the component to dashboard tabs through the Available Components screen or through the Dashboards screen See Getting Started on page 58 Dashboard Component Templates Use a pre configured set of dashboard component templates to build your suite of dashboard components to include Portal report data in your dashboards You can find information about the dashboard component templates with their property descriptions Accessing Dashboard Component Templates To access the available dashboard component templates 1 From the Portal menu select Configure gt Dashboards 2 The Dashboards screen is displayed See Chapter 5 Configuring Dashboards on page 57 66 IBM Tealeaf cxView cxView User Manual Select the Components link NOP o In the left navigation panel click the Configuration category In the main panel click Component Templates In the Component Type panel in the middle select the type of component In the Component panel on the right select the component template to use as the basis for building your own component 8 To create a component from the selected template click the plus icon
67. e Scorecard Update Frequency See cxView Settings in the IBM Tealeaf cxImpact Administration Manual The following IBM Tealeaf cxImpact settings apply to scorecards e SMTP From Address Scorecards e SMTP From Name Scorecards For more information about these settings see CX Settings in the IBM Tealeaf cxImpact Administration Manual Dashboards The following IBM Tealeaf cxView settings apply to dashboards e Dashboard distribution frequency seconds e Dashboard distribution priority e Data Trimming See cxView Settings in the IBM Tealeaf cxImpact Administration Manual Scorecard Aggregation Dates From the Scorecard Configuration page you can review the dates when scorecard data was last retrieved from the database and aggregated for use by individual scorecards Overview When the Data Collector performs an aggregation run for scorecards the IBM Tealeaf CX database is polled for data that is related to individual scorecards These scorecards are captured and stored since the last successful run This data is then aggregated and stored in the Scorecard data tables which are queried when scorecards are displayed Thus scorecard data is stored separately from report data and can be queried and trim independently e Separate scorecard runs are performed for daily weekly and monthly scorecard data To review 1 In the Portal menu select Configure gt Scorecards 2 The Scorecard Configuration page is
68. e following website https tealeaf support ibmcloud com Use the information in the following table to view the product documentation for IBM Tealeaf Table 68 Getting help To view Do this Product documentation On the IBM Tealeaf portal go to gt Product Documentation Help for a page on the IBM Tealeaf Portal On the IBM Tealeaf portal go to gt Help for This Page Help for IBM Tealeaf CX PCA On the IBM Tealeaf CX PCA web interface select Guide to access the IBM Tealeaf CX PCA Manual Available documents for IBM Tealeaf products Use the following table to view a list of available documents for all IBM Tealeaf products Table 69 Available documentation for IBM Tealeaf products IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf Customer Experience Overview Guide IBM Tealeaf CX Client Framework Data Integration Guide IBM Tealeaf CX Configuration Manual IBM Tealeaf CX Cookie Injector Manual IBM Tealeaf CX Databases Guide IBM Tealeaf CX Event Manager Manual IBM Tealeaf CX Glossary IBM Tealeaf CX Installation Manual IBM Tealeaf CX PCA Manual IBM Tealeaf CX PCA Release Notes Copyright IBM Corp 1999 2014 103 104 Table 69 Available documentation for IBM Tealeaf products continued IBM Tealeaf products Available documents IBM Tealeaf CX IBM Tealeaf CX RealiTea Viewer Client Side Capture Manual IBM
69. e process but failed because of a workflow or technical issue For example the event can be a combination of events that monitor 1 the start of the process 2 status code errors and 3 session end To define the overall Failure event 1 In the Events tab click Overall Failure Event 2 The event that is defined as the Failure event is displayed To change it click the Edit or Plus icon 3 The Configure Aliased Event dialog is displayed 4 Make necessary changes 5 To save the failure event click Save Failure Events You can define one or more Failure events which you can use to track failures at individual steps in the process These failures might be status code errors or error messages that are presented to the visitor through the application Note To avoid double counting no step should occur more than once in the process IBM Tealeaf cxView cxView User Manual To define the Failure events 1 In the Events tab click Failure Events 2 Any currently defined Failure events are displayed 3 To add a new one click the plus icon To change an existing one select it and click the edit icon The Configure Aliased Event dialog is displayed Make necessary changes To include the Failure event in the process scorecard click Save Sm or In the Events tab you can use the arrow keys to reorder how the events are displayed in all scorecards that reference them Grades tab Process grades are used to mark
70. e selected Process step lower in the list 4 You can reorder events as needed Configure Aliased Event When you add or edit an event in the process scorecard the Configure Aliased Eventdialog is displayed 1 Enter an alias for the event The alias can be used as a friendly name for the event which is useful for technical or otherwise complicated event names The alias is displayed for Tealeaf users in the Scorecard report 2 Click the link next to event The Event Selector displays all events that can be included in the business process Note If a report group is configured for the scorecard in the General tab only events that share this report group are available for inclusion as a Process step 3 To save the event to the process click Save Overall Abandonment Event Each business process can have one event that signifies that the visitor abandoned the process If defined the overall Abandonment event is used to calculate the Abandonment grade If it is not defined the total of the individual Abandonment events is used instead e Abandonment means that the visitor stopped work on completing the process to either explore elsewhere on your website or to go to another website e If wanted you can configure the scorecard to automatically calculate abandonment rates for you in the General tab To define the overall Abandonment event 1 In the Events tab click Overall Abandonment Event 2 The event that is defined as the
71. e to import Then click Open 6 To upload the template click OK 7 The Import Objects dialog is displayed The following objects will be imported slong with their dependencies Report Mobile Login Struggle 4 Report Tag Mobile H Event Mobde Login Struggle Label Mobile gt Event Mobile Android Login Attempt Label Mobile Android amp Report Group Mobile Device Information gt Dimension Mobile Manufacterers amp Hit Attribute Mobile Manufacturer L Hit Attribute Group Mobile a MP Overwrite Existing Objects Note By checking this box if an enported object already exists in the system it will be overwritten Figure 35 Import Objects dialog You can expand the top level node of any object to display its dependencies Dependent objects are also imported To overwrite any objects in the destination system that share internal identifier with objects that are imported click the Overwrite Existing Objects check box 8 To import the uploaded template click Import To cancel the import click Cancel 9 If the import is successful the following message is displayed The import was successful 10 Click Close Note If events are imported with your report template it can take a few minutes before they are available in the event manager The report is available for use in the appropriate screen of the destination system 100 IBM Tealeaf cxView cxView User Manual Chapter 9 Enhancements to Top Mo
72. eaf already provides E3 e Existing Component Opens the list of available components To add one of the displayed components to the current tab select it and click Select You can edit the properties after it is added e New Component Opens the list of available component templates To build your new component select one of the displayed components to the current tab select it and click Select The Component Properties window is displayed where you can configure the new component Chapter 5 Configuring Dashboards 61 Table 11 Organizing components in a tab continued Button Command Description Delete Removes the selected component from the tab Layout pane To rearrange the display of the selected components for the tab use the up and down arrow keys above the Components pane The Layout pane is updated with each change e You can add a placeholder item which reserves space for unfinished dashboard components Add an existing component from the Basic Components category Permissions Tab Genea Tabs Dashboard Admins f Admin Group F cxview Admin FT cxView User I Event Admin FT Portal User F Public IT Super User Through the Permissions tab you can share dashboards that you create with other user groups Sharing dashboards is a good way to ensure that everyone in a group is looking at the same content e Members of Admin Group and cxView Adm
73. eaf Event Manager Manual See Analyzing Performance in the IBM Tealeaf Reporting Guide Table 14 Client Performance Page Detail component templates Report Type Description Client Performance Page level detail on broken images Page Detail Broken For more information about the contents of this report see Image Times Analyzing Performance in the IBM Tealeaf Reporting Guide Client Performance Page level detail on browser dimensions Page Detail Browser For more information about the contents of this report see Dimensions Analyzing Performance in the IBM Tealeaf Reporting Guide IBM Tealeaf cxView cxView User Manual Client Table 14 Client Performance Page Detail component templates continued Report Type Description Client Performance Page level detail on various statistics as gathered and computed Page Detail Client from client reported information Statistics e For more information about the contents of this report see Analyzing Performance in the IBM Tealeaf Reporting Guide Client Performance Page level detail on dwell times Page Detail Dwell e For more information about the contents of this report see Times Analyzing Performance in the IBM Tealeaf Reporting Guide Client Performance Page level detail on JavaScript alerts Page Detail e For more information about the contents of this report see JavaScript Alerts Analyzing Performance in the IBM T
74. ealeaf Reporting Guide Client Performance Page level detail on render times Page Detail Render For more information about the contents of this report see Times Analyzing Performance in the IBM Tealeaf Reporting Guide Common properties e For more information see Common properties in the Data tab section Table 15 Data tab Property Description Period Select the focus period to display in the component from the drop down URL Optionally you can pre filter the displayed data in the component for a specific value of the normalized URL dimension Host Optionally you can pre filter the displayed data in the component for a specific value of the Host dimension App Optionally you can pre filter the displayed data in the component for a specific value of the Application dimension Server Optionally you can pre filter the displayed data in the component for a specific value of the Server dimension To apply any of the dimension filters select the check box next to the name Click the link to select the value with which to filter the report e You can filter the report by using multiple dimensions e You cannot filter the report by using multiple values of a single dimension Performance Summary Summary report information about client user interface data as reported from the client Note These reports require the installation and deployment of UI Capture See UI
75. ealeaf cxImpact Administration Manual Usage Metrics Summary Summary of Tealeaf usage metrics by user group For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Chapter 5 Configuring Dashboards 85 86 Table 60 User Activity component templates continued Report Type Description Usage Metrics Summary Detail Detail version of the previous report User Inactivity Usage report on Tealeaf user accounts that is accessed recently For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual User Searches Summary of searches by user group For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Common properties e For more information see Common properties in the Data tab section Table 61 Data tab Property Description Period From the drop down select the period to display Period is relative to the date configured for the dashboard User Groups Select the user groups to include in the report To include data for all user groups select lt A11 User Groups gt Aggregate To Period Select this option to aggregate all reporting data to the selected period Table 62 Display tab
76. ed in pie charts bar charts and other representations KPI Summary The summary for a KPI scorecard displays a grade distribution for the scorecard s KPIs for the selected period Based on the configuration the grades indicate whether the KPIs are in a good or bad state The pie charts for the Focus period and the Comparison period if any show the breakdown of grades by KPI group Each slice of the pie corresponds to one letter grade The proportion of each letter grade as a fraction of the number of distinct grades that received is shown For example if you have three KPI groups and two are receiving an A grade while the third group is receiving a C The pie chart indicates that 66 67 of the KPI groups are getting an A and 33 33 are receiving a C Chapter 2 Using Scorecards 13 Details For each KPI group you can review the following quantities for the Focus period and any available Comparison period including the rate of change Column Description KPI Name of the KPI e You can click links in the KPI column of the table go to the detail page for each KPI group Goal The optimal rate for the group Grade Letter grade A B C D or F Rating Numerical ratio which is underlying the letter grade KPI indicator count divided by activity indicator count Change If there is a comparison period that is shown the change between the comparison period and the focus period is shown e A green upward pointing or red downward p
77. efinition can be used as a template for measuring the process for registering a new user This process is defined by three simple steps e registernewuser jsp e registrationcompleted jsp If the registration is successful a message is included in the response Thank you for registering Define the events that are listed and assign them to the sections of the scorecard definition as shown Process Steps The sequence of steps in the process is defined by events that detect the following URLs e registernewuser jsp e registrationcompleted jsp Abandonment Step Create an event with an End of Session trigger that evaluates all of the following things e registernewuser jsp e NOT response contains the phrase Thank you for registering Example 4 Insurance Policy Purchase 42 The following scorecard definition monitors a simple transaction to purchase an insurance policy Define the following events and assign them to the sections of the scorecard definition as shown Process Steps The sequence of steps in the process is defined by events that detect the following pages of the application e Policy Holder Information e Insured Party Details e Review e Notices e Payment Information e Payment Method e Confirmation e Policy Welcome Abandonment Step Create an End of Session event that is composed of events 1 AND NOT 8 AND NOT 6 Failure Step Create an End of Session event that is composed of Events 1 AN
78. eighted to adjust for the importance of different events within a single KPI e To assign weights click the Weight 88 icon For example consider a KPI had three errors as events Error 1 Error 2 and Error 3 You can weight Error 1 twice as much as the others by assigning it a weight of 50 The other two weights of 25 until the KPI was configured to be weighted If the KPI is weighted the assigned weights are displayed in the list of events Note The sum of all weights for the KPI must equal 100 See KPI Scorecard Calculations on page 30 Permissions Tab Scorecard permissions are used to restrict the viewing of a particular scorecard to specific Portal user groups Selected user groups can view the scorecard on the Scorecard report page KPI Scorecard Struggle Scorecard General KPIs Permissions Admin Group a9 Public a Super User Iv Portal User a exView Admin a cxView User a Reveal User Old a Event Admin Figure 14 KPI Scorecard Permissions tab Note Settings that are defined in this tab affect only the viewing of the scorecard and do not affect permissions for scorecard administration Any user or group that can access the Configuring Scorecards page can configure any displayed scorecard See cxView Settings in the IBM Tealeaf cxImpact Administration Manual Saving You can save your scorecard at any time Click Save To cancel the scorecard creation pro
79. ent5 0 20 10 Unweighted KPI Calculations In the following table each row represents the KPI calculation for each type of Summary Calculation for the unweighted values e In the preceding table the count for Event5 is set to 0 which factors into the average calculations e Grade Rating is computed by the following formula Grades are assigned by comparing this Grade Rating to the Grade buckets Value Base Activity 30 IBM Tealeaf cxView cxView User Manual Table 6 Unweighted KPI Calculations Summary Value Formula Grade Rating Calculation Type Total 28 Count of Event1 56 00 Count of Event2 Count of Event3 Count of Event4 Count of Event5 Average 5 6 Value of Total 11 20 Including Events 5 0 Average 7 Value of Total 4 14 00 ig Excludes Event5 Weighted KPI Calculations For weighted KPI calculations the base weight of each KPI is factored against the weighted counts of each KPI by using the following formulas base weight 100 of KPI events The weighted count is calculated by using the user defined weights as a ratio to the base weight as in the following formula weighted count event count event weight base weight The rating for each KPI event is then calculated as follows grade rating sum of weighted counts base activity count In the table below each row represents the KPI calculation for each type of Summary Calc
80. er Tealeaf users Use the following links to access sections of the cxView User Manual O Copyright IBM Corp 1999 2014 v Vi IBM Tealeaf cxView cxView User Manual Chapter 1 Overview of cxView IBM Tealeaf cxView enhances the IBM Tealeaf cxImpact portal with scorecards and dashboards These features serve as entry points for drill down into session and visitor data for further analysis Scorecards and dashboards can be configured through the Tealeaf Portal Note IBM Tealeaf cxView is a separately licensable component of the IBM Tealeaf CX system please contact your IBM Tealeaf representative Access Table 1 Access IBM Tealeaf cxView Portal menu Documentation Component Scorecards Using Analyze gt Scorecards Chapter 2 Using Scorecards on page 5 Configuring Configure gt Scorecards Chapter 3 Configuring Scorecards on page 19 Dashboards Using Dashboards menu Chapter 4 Using Dashboards on page 51 Configuring Configure gt Dashboards Chapter 5 Configuring Dashboards on page 57 Administration Users Tealeaf gt Portal Management gt cxView User Administration in IBM Tealeaf cxView User the IBM Tealeaf cxImpact Administration Administration Manual Settings Tealeaf gt Portal Management gt cxView Settings in the IBM IBM Tealeaf cxView Settings Tealeaf cxImpact Administration Manual Scorecards Settings Tealeaf gt Portal Management Scoreca
81. ers in these groups can view the dashboard yet are forbidden from editing it Note The reports that are displayed on the dashboard are subject to the permissions of the group to see it This is applicable even if a user group has User or Admin access to a dashboard Reports that are restricted by the group s permissions are not displayed Note Regardless of their permissions to access the dashboard in the Portal all recipients receive the dashboard snapshot If they lack permissions to see individual components those components are hidden from display in the Portal and are blocked in emailed snapshots of the dashboard When you create a dashboard you are automatically assigned as a Dashboard Admin forever e To create a personal dashboard that is a variation of an existing one use the copy button in the Dashboards page See Creating a Dashboard or Editing a Component Note To view all contents of a dashboard you must access to the Dashboard menu You must have permissions to view the specific dashboard and all components inside of it For example if the dashboard contains scorecards you must have permissions to view each scorecard and scorecard feature in the Portal Analyze gt Scorecards which is governed by IBM Tealeaf cxView group permissions The same applies to Report Builder and Top Mover components of dashboards See Report Access Permissions in the IBM Tealeaf cxImpact Administration Manual Components Screen Av
82. es might be trademarks of IBM or other companies A current list of IBM trademarks is available on the Web at Copyright and trademark information at www ibm com legal copytrade shtml Privacy Policy Considerations IBM Software products including software as a service solutions Software Offerings may use cookies or other technologies to collect product usage information to help improve the end user experience to tailor interactions with the end user or for other purposes A cookie is a piece of data that a web site can send to your browser which may then be stored on your computer as a tag that identifies your computer In many cases no personal information is collected by these cookies If a Software Offering you are using enables you to collect personal information through cookies and similar technologies we inform you about the specifics below Depending upon the configurations deployed this Software Offering may use session and persistent cookies that collect each user s user name and other personal information for purposes of session management enhanced user usability or other usage tracking or functional purposes These cookies can be disabled but disabling them will also eliminate the functionality they enable Various jurisdictions regulate the collection of personal information through cookies and similar technologies If the configurations deployed for this Software Offering provide you as customer the ability to c
83. ess e For this process and all subsequent process steps the starting step of the process must be present in the session A session fragmentation can result in attempting to grade a session fragment that does not contain the start of the business process 3 End process step session level event of start process step page A AND page C This definition ensures that the session contains both the starting step and the ending step of the business process Failure step events Session level event of start process step page A AND process step 2 AND NOT the end process step AND NOT the Abandonment step Start process step ensures that session fragmentation does not cause this event to fire falsely in session fragments that do not contain the beginning portion of the business process Excluding the Abandonment step event ensures that the count of process failures does not overlap the count of process abandonments Abandonment step events Session level event of start process step page A AND NOT the end process step AND NOT the Failure step The start process step ensures that session fragmentation does not cause this event to fire falsely in session fragments that do not contain the beginning portion of the business process Excluding the Failure step event ensures that the count of process abandonments does not overlap the count of process failures If there are more process steps between the beginning and end steps each step mus
84. eview the available component templates by type and create new component instances from them Available Components Component Type Component Template Component Templates Activity Reports Alerts Basic Components Client Performance Page Detail Client Performance Summary Custom Charts CX Active Status Canister Status X DecoupleEx Status HBR Status Storage Status Event Counts Event Values Event Values Numeric Google Analytics Figure 31 Component Templates Screen e Component templates can be imported and exported as part of defined reports See Importing and Exporting Reports in the IBM Tealeaf cxView User Manual The following component type templates are available for using as the basis for creating new templates Note Drill downs on report data available in the standard report are not available when the report is added as a dashboard component Alerts You can insert charts from alerts onto dashboards See TEM Alerts Tab in the IBM Tealeaf Event Manager Manual Common properties e For more information see Common properties in the Data tab section Table 12 Data tab Property Description Alert Click the link to select an alert whose status is posted in the configured dashboard component Table 13 Display tab Property Description Chart Style Select the style of chart to display in the component Full View In Full View the alert component includes the axis labels ale
85. f a fact is used by multiple scorecards its count data is not purged If the fact is used only for the selected scorecard all data that is associated with it is removed You can repopulate the scorecard by purging the scorecard data Set the Aggregation Date to an earlier date after you purge the data This action forces the reaggregation of all scorecard data that begins with that date See Scorecard Aggregation Dates on page 47 e If you do not repopulate the scorecard data is accumulated in the scorecard from the time when its data was purged onward To purge data 1 In the Scorecard Configuration page click the Data Management link 2 Click Purge Data 3 Click lt Select a Scorecard 4 In the Scorecard Selector choose a scorecard whose data you want to purge Click Select 5 To permanently delete the data for the selected scorecard click Purge Data e To cancel without deleting any data click Cancel 6 Confirm the deletion The data is purged Overview KPI scorecards are used to measure the relationship between event counts and a baseline count These counts include the number of sessions number of page views or another event count Each KPI scorecard can have any number of individual defined KPIs each containing a list of events to report their grades and the base count 24 IBM Tealeaf cxView cxView User Manual Configuration Process Scorecards A Process Scorecards Active KPI Scorecards Bu
86. fic Counts are tabulated specific to the selected report By visitor Counts are tabulated by detected visitor in the segment By session Counts are tabulated by session in the segment This option is available for Top reports and User Def reports only The Top Visitors report does not include this option since it is tabulated by visitor Display tab None Setting the Default Dashboard From the dashboards available to you you can select the dashboard to display as your personal default in the Dashboards menu 1 In the Configuring Dashboards page click the Set Default Dashboard link 2 In theDashboards drop down select the dashboard that you like to display at the top of the Dashboards menu Chapter 5 Configuring Dashboards 89 3 Click OK 4 When you next log in this dashboard is displayed at the top of the dashboards menu e To refresh the portal menu click theRefresh button on your browser Tealeaf administrators can configure this dashboard to be the startup page for your account The start page can be configured at the individual user or group level by a Tealeaf administrator e See CX User Administration in the IBM Tealeaf cxImpact Administration Manual e See cxReveal User Administration in the IBM Tealeaf cxReveal Administration Manual e See cxView User Administration in the IBM Tealeaf cxImpact Administration Manual Overview After you create dashboards you can
87. ge on status of report execution Managing Report Templates for Dashboards 94 In the Report Templates section you can choose to begin import or export of a dashboard template A report template includes the base container for the template specified components and the required events to populate the dashboard with data During import you can selectively choose which elements of the dashboard to include e To import a dashboard click Import Template e To export a dashboard select a dashboard and click Export Template Dashboards are exported in tlt format e See Importing and Exporting Reports in the IBM Tealeaf cxView User Manual IBM Tealeaf cxView cxView User Manual Chapter 6 Importing and Exporting Reports Through the Tealeaf Portal you can export report data in PDF or HTML format for delivery to designated addresses You can also export report templates that contain scorecards dashboards or Tealeaf reports for use in other Tealeaf systems Exporting Report Data For individual reports you can export them on demand or according to a schedule you define Use the following links to access information about export of individual reports Table 67 Exporting Report Data Report Type On Demand Export Scheduled Export Report Tealeaf Report Builder in the IBM Tealeaf Report Builder in the IBM Builder Tealeaf Reporting Guide Tealeaf Reporting Guide report Top Movers A
88. gle day of the week when you want to run the scorecard e Monthly Click to set the day of the month when you want to run the scorecard Send At Select the time when you want to run and deliver scorecard e Time is based on the Tealeaf system time zone See Configuring the System Timezone in the IBM Tealeaf CX Configuration Manual Focus Day Offset Optionally you can configure the number of days before the date of execution that you would like to define as today in the scorecard For Chapter 2 Using Scorecards 11 example you might configure a scorecard to be run on Tuesday morning to delivers Monday s data to users In this case you would set the offset value to 1 Language Select the language to use in the scorecard from the Language drop down Recipients Enter a comma separated list of email addresses or aliases to whom to send the scorecard Scorecard Click the link to select the scorecard to send Select the scorecard and click Select Data Interval Select the scorecard date interval The period is defined relative to the date of the scorecard execution factoring the Focus Date Offset For example a scorecard that run on Sunday evening with an offset of three days with a Data Interval of Day delivers scorecard data from Thursday e To generate a scorecard that includes comparison data from the preceding Data Interval select the Comparecheck box Email Format Select the format of the email scorecard e PDF S
89. hboard Active If inactive you cannot see the dashboard in the Dashboards menu Flags Entries in this column indicate whether the dashboard is shared or editable See the icons The following actions are available for dashboards IBM Tealeaf cxView cxView User Manual Table 9 Getting Started Button Command Description om View View the dashboard See Chapter 4 Using Dashboards on page 51 Edit Configure the dashboard s properties mm Copy Create a copy of the dashboard for the current user If you are copying a shared dashboard this command creates an instance of the original for the new owner To create an independent instance of the dashboard select Duplicate Components When this option is selected the new dashboard is owned independently of the original one The new dashboard is owned by the current user and has no further association with the original Create Create a dashboard Delete Delete the selected dashboard if owned by the current user Note Any components that are used by the dashboard are retained and must be deleted separately Creating a Dashboard To create a dashboard i 2 3 To create a dashboard click the Add 3 button Enter the name of the dashboard and click OK The dashboard is saved and you can begin editing the dashboard in the General tab Configure properties in each tab General tab Tabs tab Permissions
90. hdrawal without notice and represent goals and objectives only This information contains examples of data and reports used in daily business operations To illustrate them as completely as possible the examples include the names of individuals companies brands and products All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental COPYRIGHT LICENSE This information contains sample application programs in source language which illustrate programming techniques on various operating platforms You may copy modify and distribute these sample programs in any form without payment to IBM for the purposes of developing using marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written These examples have not been thoroughly tested under all conditions IBM therefore cannot guarantee or imply reliability serviceability or function of these programs The sample IBM Tealeaf cxView cxView User Manual programs are provided AS IS without warranty of any kind IBM shall not be liable for any damages arising out of your use of the sample programs Trademarks IBM the IBM logo and ibm com are trademarks or registered trademarks of International Business Machines Corp registered in many jurisdictions worldwide Other product and service nam
91. iences They measure availability of a functional unit to your visitors Process These scorecards Business Process Configuring Scorecards automatically measure and Scorecard Terms Process Scorecards score overall success on page 31 abandonment and failure rates within each step of a critical online business process or across the entire process Business Process Scorecard Terms These terms pertain to business process scorecards specifically Term Definition Process Steps The sequence of steps that is defining the required flow through a business process For example the process of placing an order for products includes steps to specify the kinds and quantities of products to order It also includes customer s identification and shipping address and payment method information Abandon Step An event or a set of events that represents abandonment of a business process by the visitor For example a request from the visitor s web browser for the Order Canceled page signifies the abandonment of an order placement process Failure Step An event or set of events that represent the failure of a business process For example the appearance of an HTTP 500 internal server error page signifies failure of a business process KPI Scorecard Terms 6 These terms pertain to key performance indicator KPI scorecards specifically Term Definition IBM Tealeaf cxView cxView User Manual Activity
92. ight IBM Corp 1999 2014 51 Dashboard Options To access dashboard options click Options in the upper right corner s m T w T F s 1 23 4 s r s 9 10 11 12 13 14 15 16 17 1819 20 21 22 23 24 25 26 27 28 29 Change Focus Date gt Launch In Remote Window Export Email Dashboard Switch Dashboard Figure 22 Dashboard Options The following options are available Option Description Change Focus Date To change the date for which the dashboard displays data move the mouse over Change Focus Date The calendar is displayed Use the calendar controls to select the date whose data you want to display in the dashboard Note For dashboards that display current system data or data from a fixed period the focus date does not apply Launch in Remote Window To display your dashboard in a second browser window click Launch in Remote Window This option is useful if you want to monitor activities in your browser while you complete other tasks in the Portal Export Email Dashboard Export or email the current dashboard For more information about exporting a dashboard see Exporting Dashboards on page 55 Switch Dashboard To select a different dashboard click Switch Dashboard In the Dashboard Selector select the new dashboard to display Report Access Permissions 52 Note You must have access and permissions to view the dashboard menu or any specific dashboard with
93. in are automatically defined as administrators of all dashboards which means that they can see and edit any dashboard in the system Administration and use rights to a dashboard cannot be removed for these groups Note To enable the previous groups to assign access to dashboards you must save a dashboard and reload it Then members of the previous groups are automatically assigned as admins and can assign access permissions to the dashboard e All Portal users can access the System Status and Technical Site Metrics dashboards regardless of user or group permissions Note More users can be given administrator permissions to a specified dashboard However the creator of the dashboard is always the owner of it and always has administration privileges even if all Dashboard Admins are removed Ownership of a dashboard cannot be reassigned Pesmissions Dashboard Users f Admin Group F cxview Admin I cxView User FT Event Admin FT Portal User Tl Public IT Super User Figure 27 Permissions Tab To share the dashboard you can allow selected Tealeaf user groups to be Dashboard Admins or Dashboard Users for the current dashboard e Dashboard Admins Users in these groups can view and edit the dashboard 62 IBM Tealeaf cxView cxView User Manual Note Dashboard Admins can accidentally remove their user group from the list which prevents further editing of the dashboard from those accounts Dashboard Users The us
94. ing Events for Business Process Scorecards on page 38 Configuration steps 1 Process Steps Overall Abandonment Event Step Abandonment Events Overall Failure Event ao kw N Failure Events For a tutorial on creating some of these events see Creating Events for Business Process Scorecards on page 38 Process Steps A business process is defined as a series of two or more events There must be at least two steps a start event and a completion event There is no maximum number of steps 34 IBM Tealeaf cxView cxView User Manual Note When you configure process scorecard verify that each included process step is achieved by 100 percent of visitors who complete the business process Otherwise the process abandonment count on the scorecard is inaccurate e When you define process events define the minimum set to exactly match the requirements of the process Events do not have to be defined whether they occur on consecutive pages To define the events of a process 1 In the Events tab click Process Steps 2 The events of the process are listed in the order in which they are expected for successful completion of a process 3 Using the icons above the list of events you can edit add or remove steps or shift them up or down in the list Icon Description Edit the selected process step Add Process step Delete the selected Process step a Move the selected Process step higher in the list Move th
95. ission page e If the visitor clicks Submit Order here the order confirmation page is presented e If the Cancel Order button is clicked instead the order cancellation page is presented 5 Finally if the Continue Shopping button is clicked the visitor is returned to the site s home page and can continue to shop for more items If order confirmation page or order cancellation page is displayed after order inspection submission page then it marks the end of this business process Note Order cancellation page or any other failure to reach the order confirmation page after you begin the ordering process represents abandonment of this business process At any point in the process the visitor can click Save Basket to save the current list of items in the shopping basket for later retrieval Process Web Pages 40 The product that is ordering business process on our example website consists of the following sequence of pages listed here by name 1 Beginning of the business process either of the a Add item to shopping basket addtobasket jsp This step can occur multiple times with visits to other pages in the site For example product search or browsing pages other products detail pages interspersed b Retrieve previously saved shopping basket getsavedbasket jsp Checkout page checkout jsp Shipping and payment information entry page shipping jsp Order inspection and submission page confirm jsp a F
96. l tab a The General tab for Process Scorecards is where the title and state of the scorecard can be configured Note If a scorecard is not set to active it is not processed and the scorecard s report contains no data Process Scorecard Business Process Scorecard General Events Scenarios Grades Permissions M Active Title Business Process Scorecard Report Group No Dimension Report Group Dimension lt Wo Filter M Automatically Calculate Abandonment Figure 16 Process Scorecard General tab By default a newly created scorecard is assigned to the No Dimension Report Group report group which means that you cannot apply dimension filters on any of the report data Optionally you can filter the scorecard to display data only when a specific dimension value is present For example you can build a Process scorecard to track conversion rates for the State dimension value CA California Note Scorecards that use a dimension to filter data cannot be used in IBM Tealeaf cxResults If you apply a specific report group to the scorecard all events in the scorecard must also contain that report group If they do not they are discarded For more information about filtering by dimension values see Chapter 2 Using Scorecards on page 5 Tealeaf can automatically calculate the Overall Abandonment Rate and the Step Abandonment Rate To auto calculate abandonment select Automatically Ca
97. lculate Abandonment If this option is cleared you can specify abandonment steps in the Events tab Events tab In the Events tab you select the events that are used to define the steps of the process and the abandonment and failure states This tab is used to specify the events that define an entire business process from start to completion in the order of occurrence e To toggle the display of aliases in the scorecard configuration page click the View Aliases check box This setting is not saved with the scorecard itself Chapter 3 Configuring Scorecards 33 Process Scorecard Business Process Scorecard x r General Events Scenanos Grades _ Permissions Process Steps al v Overall Abandonment Event S amp P Start Checkout S amp P Order Success Step Abandonment Events Overall Failure Event Failure Events ITT View Aliases save ED Figure 17 Process Scorecard Events tab The Events tab for Process Scorecards reviews the events that define the process and the ones that determine whether a visitor completed abandoned or failed the process You can define one overall Abandonment event and one overall Failure event for the process These events are used to calculate the Abandonment and Failure grades e Abandonment events are often used to mark a process as incomplete Failure events signify an error in the process For an overview of how to add events for Process scorecards see Creat
98. ldcards are accepted The display is updated to show only those items whose name contains the filter string Click the name of the tab to which you want to add the component Click Select The Visible On panel is updated Adding a report component You can add charts and tables from reports that you create in the Portal reporting tools In the categories of components you can select charts or tables from reports from either of the following sources Report Builder contains the set of saved reports that are created through the Tealeaf Report Builder See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide Top Movers contains the saved Top Mover reports See Analyzing Top Movers in the IBM Tealeaf Reporting Guide You can add either of the following types of reporting components Report Chart Add the pie bar or line chart for the selected report to your dashboard Note You can add a report chart to your dashboard only if the underlying report can be made into a chart See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide Report Table Add the tabular detail data for the selected report to your dashboard Optionally you can edit the configuration for the component See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide See Analyzing Top Movers in the IBM Tealeaf Reporting Guide Editing a Component To edit a component T 2 Select Available Components The available types of
99. lect a tab the components on the tab are displayed in the middle pane Right pane contains the current layout for the selected tab 60 IBM Tealeaf cxView cxView User Manual Following are the command buttons Table 10 Adding and arranging tabs Button Command Description Edit Select the tab and click Editto rename it Copy Click the Copyto copy the selected tab In the dialog enter a name for the new tab and select the dashboard to which to copy the tab Select the check box if you want to copy the components on the selected tab Click OK Create Enter a name for the new tab and click OK It is displayed in list of available tabs Delete Click Delete to remove the selected tab Lt You can use the Up and Down arrow to reorganize the display order of the tabs in the dashboard Organizing components in a tab For the selected dashboard tab you can add and remove components in the middle pane and arrange their screen layout in the right pane Above the Components pane the following commands are available Table 11 Organizing components in a tab Button Command Description Edit To edit a component select it and click the Edit button Is Create Add a component to the tab from a new or existing component template Note Before you add a component review the set of existing component templates to avoid redundancy or creating a template that Teal
100. lt No Scaling gt Scaled Warning Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Show Data Values Optionally you can configure a marker to be placed on the chart that is indicating an alert level Units that are entered in the textbox are based on any applied scaling factor Select this option to show the recorded values for data that is displayed in the report For more information about the contents of this report see System Status in the IBM Tealeaf cxImpact Administration Manual Canister Memory Used component template Table 28 Data tab Property Description Tealeaf CX Active Sessions Select the server from which the data is gathered Display tab None For more information about the contents of this report see System Status in the IBM Tealeaf cxImpact Administration Manual CPU Utilization All component template Data tab None Table 29 Display tab Property Description Scaled Warning Value Optionally you can configure a marker to be placed on the chart that is indicating a warning level Units that are entered in the textbox are based on any applied scaling factor Scaled Alert Value Optionally you can configure a marker to be placed on the chart that is indicating an alert
101. lue of the Server dimension Display Others When selected the values for the others values for the configured dimensions are also displayed in the report To apply any of the dimension filters select the check box next to the name Click the link to select the value to filter the report e You can filter the report by using multiple dimensions e You cannot filter the report by using multiple values of a single dimension Table 18 Display tab Property Description Display Select the topmost values to display To display the all of the recorded values for the configured report select A11 CX Active Status You can add charts and tables from the Active Status report See Monitoring Active Status in the IBM Tealeaf cxImpact User Manual 72 IBM Tealeaf cxView cxView User Manual Common properties e For more information see Common properties in the Data tab section Table 19 Active Status component templates Report Type Description Hit Distribution Session Distribution Distribution of hits across servers in the environment Session distribution between single and multi hit sessions Single Page Sessions Percentages of single hit sessions and stand alone hits Top Active Events Counts of the top active events Table 20 Data tab Property Description Tealeaf CX Select the server from which the report data is gathered
102. mmon exit pages for sessions in the segment See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Top Logins Counts of most common login identifiers for sessions in the segment See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Top Session Referrer Counts of most common referrers for sessions in the segment See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Top Visitors Counts of most common visitors for sessions in the segment See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual User Def 1 Values Counts of values that are stored in Session Attribute 00 for sessions in the segment User Def is an existing term from Release 7 x and earlier See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual User Def 2 Values Counts of values that are stored in Session Attribute 01 for sessions in the segment User Def is an existing term from Release 7 x and earlier See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual User Def 3 Values Counts of values that are stored in Session Attribute 02 for sessions in the segment User Def is an existing term from Release 7 x and earlier See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual IBM Tealeaf cxView cxView User Manual Table 65 Visitor Segment Reports compone
103. n Active Click the check box to enable the scorecard schedule Description This description is displayed in the Portal Schedule Schedule the scorecard by type e Daily Select the days of the week when you want to run a scorecard e Weekly Select the single day of the week when you want to run a scorecard e Monthly From the drop down select the day of the month when you want to run a scorecard Send At Select the time when you want to run and deliver a scorecard Time is based on the Tealeaf system time zone See Configuring the System Timezone in the IBM Tealeaf CX Configuration Manual Focus Day Offset Optionally you can configure the number of days before the date of execution that you would like to define as today in the scorecard For example you might configure a scorecard to be run Tuesday morning to delivers Monday s data to users In this case you would set the offset value to 1 IBM Tealeaf cxView cxView User Manual Language Select the language to use in the scorecard from the drop down Recipients Enter a comma separated list of email addresses or aliases to whom to send the scorecard Scorecard Click the link to select the scorecard to send Select the scorecard and click Select Data Interval Select the scorecard with reporting period from the drop down list The period is defined relative to the date of the scorecard execution factoring the Focus Date Offset For example a scorecard that runs o
104. n Sunday evening with an offset of three days with a Date Period of Week delivers scorecard data from the previous Thursday back to the Thursday before it Compare Click this check box to include the preceding Data Interval in the report Email Format Select the format in which to send the dashboard PDF HTML or Excel readable XML Excel XML History Tab a In the History tab you can review the history of scheduled scorecard executions a General History So Created At Scheduled At tog Message Level 06 12 2010 18 00 03 06 12 2010 18 00 00 5 Schedule process time 2 Seconds 366 Milliseconds 06 13 2010 02 00 00 06 13 2010 02 00 00 5 Schedule process time 556 Milliseconds Figure 10 Scorecard Schedules History Tab Chapter 3 Configuring Scorecards 23 Column Description Created At Time stamp for when the schedule was created Scheduled At Time stamp for next execution of the schedule Log Level Success or failure of the scheduled report Message Detail message on status of report execution Purging Scorecard Data If needed you can purge data for individual scorecards For example if your scorecard definition is changed significantly the event related data in it can no longer be valid Note Purging scorecard data permanently deletes data specific to the selected scorecard Scorecard data is stored separately from base IBM Tealeaf cxImpact data which is unaffected by this operation Note I
105. nal identifiers instead of display names The report import feature does not provide full support for any scorecards or reports that reference specific dimension values You cannot remap events that are used by a report during the import process You cannot map a report template that is imported to an existing report in the destination system If five template imports reference a single report they reference the single instance that is created by the first template import Note After you import a report template you cannot re import it to overwrite the previous version You must delete the report in the destination system before you attempt to re import it Import Template Steps To import Note The ability to import report templates is governed by the Default Allow Report Template Import permission at the group level and the Allow Report Template Import permission at the individual user level See CX User Administration in the IBM Tealeaf cxImpact Administration Manual Go to the report configuration page e To import a scorecard select Configure gt Scorecards in the Portal menu Copyright IBM Corp 1999 2014 99 To import a dashboard select Configure gt Dashboards in the Portal menu To import a custom report select Configure gt Report Manager in the Portal menu 2 Click the Report Templates category 3 Click Import Template 4 Click Browse 5 Go to your local environment to select the t1t fil
106. nalyzing Top Movers in the IBM Analyzing Top Movers in the IBM report Tealeaf Reporting Guide Tealeaf Reporting Guide Scorecard Using Scorecards in the IBM Tealeaf Configuring Scorecards in the IBM cxView User Manual Tealeaf cxView User Manual Dashboard Using Dashboards in the IBM Configuring Dashboards in the IBM Tealeaf cxView User Manual Tealeaf cxView User Manual Report Templates Report templates are report definitions that can be passed between Tealeaf environments Through the Portal you can export the report templates for scorecards dashboards and Report Builder reports e See Chapter 7 Exporting Report Templates on page 97 e See Chapter 8 Importing Report Templates on page 99 Copyright IBM Corp 1999 2014 95 96 IBM Tealeaf cxView cxView User Manual Chapter 7 Exporting Report Templates Through the Portal you can export scorecard templates dashboard templates and templates for Report Builder types for use in other Tealeaf systems This feature enables easy migration of reports in development from your test environments to your production environment Limitations The following limitations apply to importing report templates 1 If an item in a report such as an event dimension or the report itself exists in the destination system it is used as is and is not updated This comparison is based on internal identifiers instead of display names 2 The report import fea
107. nisters Chapter 5 Configuring Dashboards 77 78 Table 35 HBR Status component templates continued Report Type Description Healthy Traffic Breakdown report that is showing the traffic distribution and Distribution health of each individual canister Traffic Health Report displaying the over of traffic that is being routed to working canisters Common properties e For more information see Common properties in the Data tab section Table 36 Data tab Property Description Tealeaf CX Select the server from which the report data is gathered To gather data from all servers select lt A11 Servers gt Display tab None CX Storage Status These components provide status information about long term storage for the Canisters of the environment See System Status in the IBM Tealeaf cxImpact Administration Manual Table 37 Storage Status component templates Report Type Description Avg Total Index LSSN Size Per Day Average total size of the index files per day Index LSSN Size Ratio Ratio of index to LSSN file size Sessions Sessions that are stored by day Common properties e For more information see Common properties in the Data tab section Table 38 Data tab Property Description Tealeaf CX Select the server from which the report data is gathered Table 39 Display tab Property
108. normally Timeouts missing pages and other errors render a web application less than 100 percent available to its users Focus Period The time period that is the principal focus of the scorecard currently being viewed Comparison Period The time period that provides the baseline scorecard to which the focus period s scorecard is compared e If the comparison feature is enabled the scorecard for the focus period is compared to the scorecard generated from data for the comparison period Positive Comparison For the purposes of rating and grading positive comparison means that higher numerical percentage values for specific quantity result in a higher scorecard letter grade Negative Comparison For the purposes of rating and grading negative comparison means that lower numerical percentage values are for specific quantity result in a Copyright IBM Corp 1999 2014 5 higher scorecard letter grade This comparison is useful when the rated indicator is undesirable such as the frequency of occurrence of an HTTP error status code Scorecard types IBM Tealeaf cxView provides two different types of scorecards Table 2 Scorecard types Type Description Terminology Configuration Key Performance These scorecards measure KPI Scorecard Terms Overview on Indicators KPI _ key performance indicators page 24 Scorecards and score the health of online business services that are based on visitors actual exper
109. nt templates continued Report Type Description User Def 4 Values Counts of values that are stored in Session Attribute 03 for sessions in the segment User Def is an existing term from Release 7 x and earlier See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Common properties e For more information see Common properties in the Data tab section Table 66 Data tab Property Description Visitor Segment When selected you can configure the source segment for the report Visitor Search When selected you can configure the scheduled search to use to Schedule generate the source segment Scope Defines the scope of the report e Only matching sessions per visitor returns for each visitor only session from the segment in the specified time frame All sessions per visitor include for each visitor all sessions from the segment that actively match the specified search criteria See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Aggregate Dates When selected data is aggregated in the dashboard component at the day level Hourly reports and Distribution reports do not have this option Zero Fill Dates When selected dates that do not contain data are filled with zeros Distribution reports do not have this option Report Count For Top reports and User Def reports you can select how the counts are tabulated Report speci
110. ocus period and comparison period click Apply Scheduling Scorecard Snapshots 10 You can schedule the snapshot and delivery of scorecards Scorecards snapshots are delivered in PDF HTML or Excel format to specified email addresses on a daily weekly or monthly basis For more information about configuring access permissions see Report Access Permissions in the IBM Tealeaf cxImpact Administration Manual IBM Tealeaf cxView cxView User Manual Schedule Report General IV Active Description KPI search occurred Schedule Options Daily IV sun V Mon Tue V wed Scorecard KPI search occurred C Weekly IV Thu F Fri M Sat Data Interval Day X C Montes I Compare Send At 1 00 z Email Format 1 por Focus Day Offset 0 E Language English US z IP Excel XML Recipients To Ge C Bee List email addresses separated by a comma Figure 3 Scheduling Scorecard Snapshots Note To configure and deliver report snapshots from the portal you must enter a valid email address for your user account See My Settings in the IBM Tealeaf cxImpact User Manual Properties Description Active Click the check box to enable the scorecard schedule Description This description is displayed in the portal Schedule Schedule the scorecard by type e Daily Select the days of the week when you want to run the scorecard e Weekly Select the sin
111. ointing arrow is displayed corresponding to positive or negative change e The numerical difference between the rating of the focus period and that of the comparison period is also displayed KPI Details 14 Click a KPIlink to open the KPI Detailwindow which provides a breakdown of each event in the KPI and the base activity count e You can select an event count to display the Event Chart for period that is showing a daily or hourly breakdown of the event e If compared to another period the comparison counts and the appropriate delta markers Up and Down Arrows are displayed The summary row is calculated based on the Summary Calculation setting Metrics Field Description Rating The KPI level during the time period that is reported Goal The required KPI level that is defined in the scorecard A Change value is not shown for this quantity because it is a property of the scorecard not a value that is calculated from collected data Grade The letter grade corresponding to the Rating value Total Activity The total count of the scorecard s KPI events for the focus period If a comparison period is enabled the count for the comparison period is also shown It also shows change in the count from the comparison period to the focus period Indicator For each KPI indicator in the scorecard this table shows the following quantities IBM Tealeaf cxView cxView User Manual Column Description Event Count The absol
112. ollect personal information from end users via cookies and other technologies you should seek your own legal advice about any laws applicable to such data collection including any requirements for providing notice and consent where appropriate IBM requires that Clients 1 provide a clear and conspicuous link to Customer s website terms of use e g privacy policy which includes a link to IBM s and Client s data collection and use practices 2 notify that cookies and clear gifs web beacons are being placed on the visitor s computer by IBM on the Client s behalf along with an explanation of the purpose of such technology and 3 to the extent required by law obtain consent from website visitors prior to the placement of cookies and clear gifs web beacons placed by Client or IBM on Client s behalf on website visitor s devices For more information about the use of various technologies including cookies for these purposes See IBM s Online Privacy Statement at http www ibm com privacy details us en section entitled Cookies Web Beacons and Other Technologies Notices 107 108 IBM Tealeaf cxView cxView User Manual Printed in USA
113. on End of this business process through either of the following pages e Order confirmation page ordercompleted jsp e Order canceled page ordercanceled jsp Presentation of the order canceled page or any other failure to reach the order confirmation page represents abandonment of this business process IBM Tealeaf cxView cxView User Manual e Saving a basket through savebasket jsp or continuing to shop for more items after the order inspection submission page is presented does not constitute an abandonment These events are postponement of completion of the ordering process e Special handling is required for orders that are saved during a session but never submitted during that session It can be necessary to define two slightly different business processes account for saving a shopping basket Tealeaf users can decide whether they are interested in just the workflow of submitting an order or it is friendly and usable regardless of beginning of the order Example 1 Checkout Process Scorecard Define per hit events to detect the URLs listed and assign them to the sections of the scorecard definition as shown e You can create events by using the pre configured pattern to match the URL setting the condition of each event to be one of following file names listed See TEM Events Tab in the IBM Tealeaf Event Manager Manual Process Steps The sequence of steps in the process is defined by events that detect the following
114. ovided dashboards see Dashboards Provided by Tealeaf on page 53 e A dashboard displays data from a single day You can configure the dashboard to display data from a different date in the Dashboard Options window You can select dashboards from the Dashboardsmenu in the portal which contains your default dashboard and the five used most recently dashboards e To select from all available dashboards select Dashboards gt More in the portal menu From the Dashboard Selector select the dashboard to display Then click Select Note Access to the dashboard menu is controlled by permissions that are configured for your user account For more information contact your Tealeaf administrator For more information about configuring dashboards see Chapter 5 Configuring Dashboards on page 57 Tealeaf System Status 06 06 2009 Active Status Carester Status DecoupigE x Status Stotage Status ations Session Distribution P Hit Distribution 4 El inge Ht Sessions Fl Mut Hit Sessions O Stand Alone Hts Singe Ht Sessions 1 Top Active Events Live Count REQ BUFFER ENCODING Event Search first REQ BUFFER ENCODING Event Stat Only ConnType Session Attribute Status Codes Numeric Status Code Oistribubon Search All Status Code Distribution Stat Only Status Code Oistribubon Status Code Distnbutson Long Names Browser Version Session Attribute Browser Platform Sesson Attribute Figure 21 Dashboard Copyr
115. r more information about reporting dimension top movers see Analyzing Top Movers in the IBM Tealeaf Reporting Guide 3 Ratio Top Movers IBM Tealeaf cxView customers can also track deviations in values for ratios between events and dimensions e For more information about creating ratio top movers see TEM Top Movers Tab in the IBM Tealeaf Event Manager Manual e For more information about reporting ratio top movers see Analyzing Top Movers in the IBM Tealeaf Reporting Guide 4 Alerts on Top Movers IBM Tealeaf cxView users can create alerts that are based on Top Movers or reports by using Top Movers e For more information about creating Top Mover alerts see TEM Alerts Tab in the IBM Tealeaf Event Manager Manual e For more information about creating alerts on Top Mover reports see TEM Alerts Tab in the IBM Tealeaf Event Manager Manual Creating Top Movers For more information about creating top movers see TEM Top Movers Tab in the IBM Tealeaf Event Manager Manual Copyright IBM Corp 1999 2014 101 Reporting on Top Movers For more information about reporting for top movers see Analyzing Top Movers in the IBM Tealeaf Reporting Guide 102 IBM Tealeaf cxView cxView User Manual Chapter 10 IBM Tealeaf documentation and help IBM Tealeaf provides documentation and help for users developers and administrators Viewing product documentation All IBM Tealeaf product documentation is available at th
116. rcentages of the Total Starts for the focus period and the comparison period if any Rates Field Description Grade Letter grades corresponding to the numerical rates Focus Shows the success rate indicator during the focus period Focus The focus period Compare Shows the success rate indicator during the comparison period if comparison is enabled Change If comparison period is shown the change between the comparison period and the focus period is shown A green upward pointing or red downward pointing arrow is displayed corresponding to positive or negative change The numerical difference between the rating of the focus period and that of the comparison period is also displayed Conversion Count Between Steps Shows a column chart and table for the conversion counts between adjacent steps in the business process It shows the conversion count during the focus period and the comparison period if any Click links in the table to go to the event chart for the event that defines each step Conversion Rate Between Steps Shows a column chart and table for the conversion rates between adjacent steps in the business process It shows the conversion rate during the focus period and the comparison period if any Process Step In the Process Step report you can examine the session count breakdowns for each step of the process These counts indicate the number of occurrences for each step of the process and the conversion
117. rd tracks the success or failure of each step in the business process They can also be configured to detect events that summarily indicate failure or abandonment of the process e For any business process you can test hypotheses to determine the issues or occurrences that cause changes in success rates For example you can test the impact of a usability issue or an error on your overall conversion rate customer completions and even top line revenue e See Configuring Process Scorecards on page 31 For more information about using scorecards see Chapter 2 Using Scorecards on page 5 For more information about configuring scorecards in general see Chapter 3 Configuring Scorecards on page 19 Use dashboards to view reports of the data that is captured by Tealeaf in a rich graphical layout They can be easily customized for specific roles and responsibilities to show only the most relevant reports and metrics Dashboard reports can include 1 Scorecards 2 Reports that are provided by Tealeaf 3 Ad hoc reports that you build in the Report Builder See Tealeaf Report Builder in the IBM Tealeaf Reporting Guide For more information about using dashboards see Chapter 4 Using Dashboards on page 51 For more information about configuring dashboards see Chapter 5 Configuring Dashboards on page 57 Report Scheduling Snapshot reports of scorecards and dashboards can be distributed through em
118. rds on page 47 various Note To access IBM Tealeaf cxView scorecards and dashboards you must have the appropriate menu permissions in your user account For more information contact your Tealeaf administrator Scorecards Copyright IBM Corp 1999 2014 KPI Scorecards and Business Process Scorecards can be used to track your website s performance You can track the business performance of your website through scorecards There are two types of scorecards e For more information about using scorecards see Chapter 2 Using Scorecards on page 5 Dashboards 1 KPI Scorecards These scorecards measure key performance indicators and score the health of online business services that are based on visitors actual experiences They measure availability of a functional unit to your visitors e Trends can be indicated by using color coded status indicators and easy to understand charts Changes in success rates or KPIs are measured in both absolute and percentage terms and are illustrated by using an easy to read up down arrow indicator Metrics can be viewed for the current hour or day or across days weeks and months e See Overview on page 24 2 Business Process Scorecards Scorecards automatically measure and score overall success abandonment and failure rates within each step of a business process This procedure can be implemented for a critical online business process or across entire process A process scoreca
119. red in the U S A IBM may not offer the products services or features discussed in this document in other countries Consult your local IBM representative for information on the products and services currently available in your area Any reference to an IBM product program or service is not intended to state or imply that only that IBM product program or service may be used Any functionally equivalent product program or service that does not infringe any IBM intellectual property right may be used instead However it is the user s responsibility to evaluate and verify the operation of any non IBM product program or service IBM may have patents or pending patent applications covering subject matter described in this document The furnishing of this document does not grant you any license to these patents You can send license inquiries in writing to IBM Director of Licensing IBM Corporation North Castle Drive Armonk NY 10504 1785 U S A For license inquiries regarding double byte DBCS information contact the IBM Intellectual Property Department in your country or send inquiries in writing to Intellectual Property Licensing Legal and Intellectual Property Law IBM Japan Ltd 19 21 Nihonbashi Hakozakicho Chuo ku Tokyo 103 8510 Japan The following paragraph does not apply to the United Kingdom or any other country where such provisions are inconsistent with local law INTERNATIONAL BUSINESS MACHINES CORPORATION P
120. rt title and units indicators Gallery View In Gallery View only the alert data is displayed Chapter 5 Configuring Dashboards 69 70 Table 13 Display tab continued Property Description Unit Scaling As needed the Y axis of the chart can be scaled according to the units selected in drop down To disable scaling select lt No Scaling gt Basic Components Client In the Basic Components section you can select basic dashboard components for inclusion in your dashboard Available components e Header is used to segregate dashboard content e Image is an image URL Common properties e For more information see Common properties in the Data tab section Image Basic Component template Property Description Image URL For the image component template you must specify the URL where the image is located Performance Page Detail Page detail dashboard components as reported from the client Note These reports require the installation and deployment of the UI Capture See UI Capture FAQ in the IBM Tealeaf UI Capture for Ajax EAQ All Client Performance reports are pre configured to record URL Host App and Server information This information is stored in the URL Host App Server report group of dimensions with which each client performance event is automatically associated For more information about this report group see TEM Dimensions Tab in the IBM Teal
121. s are properly imported 5 In the source system you can choose to export scorecards and dashboards Follow the Export Template Steps Note Tealeaf recommends re creating scorecards and dashboards in the destination system However in some cases it can be problematic to do so Issues can occur during the import of these items which do not affect the events that are already imported through Report Builder reports 6 Import them into the destination system See Importing Report Templates in the IBM Tealeaf cxView User Manual Copyright IBM Corp 1999 2014 97 Export Template Steps 98 To export 1 Go to the appropriate configuration page e To export a scorecard select Configure gt Scorecards in the Portal menu e To export a dashboard select Configure gt Dashboards in the Portal menu e To export a Report Builder report or Tealeaf report select Configure gt Report Manager in the Portal menu Click theReport Templates category e For scorecards and dashboards you must select the item to export Then click Export Template e For Report Builder reports the Report Select dialog is displayed Select the report or reports that you want to export Click Select Click Save The report template is saved to your local system Note Scorecard and report templates are exported in tlt format which is a proprietary format of Tealeaf IBM Tealeaf cxView cxView User Manual Chapter 8 Importing Report
122. scorecards of the selected type is displayed in the right panel Available commands e To edit an existing one select it in the right panel and click the Edit G icon e To create a scorecard click the New E icon To delete a scorecard select it and click Delete amp icon For more information about scorecards see IBM Tealeaf cxImpact Administration Guide Overview After you create scorecards you can configure the execution of snapshots of scorecards on a daily weekly or monthly basis for a specified reporting period These reports are delivered to specified email addresses or aliases at the time of execution Note To email report snapshots you must configure an email address in your user account It is recommended that you do not create snapshot schedules from a Tealeaf administration account e See My Settings in the IBM Tealeaf cxImpact User Manual Note Non administrator users can configure report schedules only for reports that are owned by the user The Tealeaf admin can see and configure all schedules e To configure scorecard schedules click Scorecard Schedules in the left pane 20 IBM Tealeaf cxView cxView User Manual Scorecard Schedules Bank Deposits Bank Deposits Bank Deposits Bank Deposits test test 2 scorecard lt Create Schedule gt General History rm General I Active Description test r Schedule r Options Daily i sun Mon Tue V Wed Scorecard ga An
123. siness Process Scorecard Process Dates Example Process Scorecard Figure 11 KPI Scorecard To access KPI scorecards 1 In the Tealeaf Portal menu select Configure gt Scorecards 2 In the Configuration pane click KPI Scorecards The list of available KPI scorecards is displayed Available commands Command Description l To edit an existing scorecard select it and click the Edit at the top of the pane i To create a new one click the New i To delete a scorecard select it and click the Delete Before you add or edit a KPI scorecard configure it through the following tabs Tab Description General The general information for the scorecard KPIs Specify the key performance indicators to use in the scorecard Permissions The User Group level permissions for viewing the selected scorecard within the portal For more information about configuring schedules for scorecards see Chapter 3 Configuring Scorecards on page 19 For more information about configuring access permissions for reports see Report Access Permissions in the IBM Tealeaf cxImpact Administration Manual General Tab KPI Scorecard Struggle Scorecard General KPls Permissions Title Struggle Scorecard Report Group No Dimension Report Group Dimension lt No Filter gt IV Active Figure 12 KPI Scorecard General tab The General tab for KPI scorecards defines the title of the scorecard It al
124. so applies the specific report group and dimension value filtering and activate the scorecard Chapter 3 Configuring Scorecards 25 Note If a scorecard is not configured to be active it is not processed and the report contains no data Selecting dimension values By default a newly created scorecard is assigned to the No Dimension Report Group report group In the General tab this assignment is indicated by the No Dimension Report Group entry If the scorecard is configured to use the No Dimension Report Group report group then no additional dimension filtration can be applied on the report since all events share this report group by default Note Scorecards that use a dimension to filter data cannot be used in IBM Tealeaf cxResults Note If you select a different report group e All events that are used in the scorecard must include this report group e Any events that do not include this report group yet are already part of the scorecard are automatically removed from the scorecard Optionally you can select a single whitelisted dimension value to display in the scorecard Complete the following steps to select a whitelist value for use in your KPI scorecard or Process scorecard Note Selecting a dimension group without a corresponding dimension value does not have any filtering effect on the counts that are displayed in the report It effects report counts if a specific fact event report group in the scorecard are disa
125. st Aggregation Date for a specific interval is rolled back then scorecard data is reaggregated from the date forward across all intervals Note Depending on the number of scorecards in your Tealeaf solution rolling back the scorecard aggregation date can be expensive in terms of processing resources Tealeaf recommends performing this rollback at an off peak time Note Rolling back the scorecard date also performs reaggregations for any full weekly or monthly intervals that occur between the previous aggregation date and the new one For example if you set the scorecard date back 32 days 32 daily aggregations 4 weekly aggregations and one monthly aggregation are performed Note Before you roll back the scorecard date you must verify that the Scorecard tables contain data for all intervals that are reaggregated For example if your Scorecard tables contain only six days of data Now setting the scorecard date back 32 days results in all weekly and monthly aggregations to be based on empty data For more information about scorecard data trimming see the data retention settings in cxView Settings in the IBM Tealeaf cxImpact Administration Manual After the scorecard date is reset when the scorecard data for that interval is next processed Tealeaf effectively recalculates the scorecard data from that date forward After a scorecard definition is changed by adding or removing events previously calculated data becomes invalid 48 IBM
126. t Display tab None User Inactivity report component Table 64 Data tab Property Description Period From the drop down select the period to display Period is relative to the date configured for the dashboard User Groups Select the user groups to include in the report To include data for all user groups select lt A11 User Groups gt Portal Events You can select one or more portal application events that are used to track user activities to be included in the dashboard component If a list of Portal events is supplied the selected users are checked to see whether they do not complete any of the specified events If a list is not supplied the selected users are evaluated for failing to complete any of the monitored portal activities To add a portal event to the dashboard component click the Plus icon To delete a portal event to the dashboard component click the Minus icon Display tab None Visitor Segment Reports Components from visitor reports for specific segments or schedules See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Table 65 Visitor Segment Reports component templates Report Type Description Page Counts Number of pages in the segment by date See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual Pages by Hour Number of pages in the segment for each hour of the
127. t HTTP 401 Unauthorized HTTP 402 Payment Required HTTP 403 Forbidden Chapter 3 Configuring Scorecards 45 e HTTP 405 Method Not Allowed e HTTP 500 Internal Server Error Handled Application Errors e Global Error Page e Page Errors e 0 sized response e Error uncompressing page e Large Page Size KPI Scorecard Example 4 Spiders Define the following KPI groups Spider Visits e Googlebot Visit e MSNbot Visit KPI Scorecard Example 5 Transaction Failures Define the following KPI groups Credit Card Failures e Credit Card Declined e Credit Card Number Invalid e Credit Card Zip Code Mismatch KPI Scorecard Example 6 Unacceptable Response Time Define the following KPI groups Response Time Errors e Page Generation Time gt 5s e Page Generation Time gt 10s e Page Generation Time gt 15s e Page Generation Time gt 20s KPI Scorecard Example 7 Multiple Applications Define the following KPI groups Web Application 1 e Web Application 1 40x Errors e Web Application 1 500 Errors e Web Application 1 Long Page Time e Web Application 1 Large Page Size 2 e Web Application 2 Large Page Size 46 IBM Tealeaf cxView cxView User Manual Scorecards The following IBM Tealeaf cxView settings apply to scorecard data retention e Data Trimming Scorecard Data Days Retain e Scorecard Data Months Retain e Scorecard Data Weeks Retain e Scorecard Email Attach HTML
128. t be a session level event including the start process step Note Session fragmentation can cause the Abandonment or Failure steps to fire if the session times out and is fragmented partway through the business process To avoid systematic fragmentation configure the Canister session idle timeout to be equal to your application s session timeout if possible Example Scorecards This section contains examples of how to define KPI scorecards and process scorecards to report on typical availability indicators and a typical business process Decisions about the definition of process steps and availability indicators must be tailored to your own business and application when you configure your own scorecards Chapter 3 Configuring Scorecards 39 Example Business Process These examples are illustrations of the Example Business Process Suppose you want to define a commonly encountered business process order placement In this example the business process is defined as follows Process Steps 1 The beginning of the order placement process is defined as the moment when the visitors first add an item to their shopping basket It also includes retrieval of a previously saved shopping basket 2 The next major step of the process is when the visitor begins the order submission sequence by clicking Checkout 3 On the next page the visitor provides shipping and payment information 4 Following that is the final order inspection subm
129. t use it Note All Tealeaf Canisters must be receiving session data and must be accessible over the network If any canister is unavailable or not receiving data report data collection is suspended Scorecards and dashboards are not updated with new data until the problem is fixed When collection resumes reports are not updated until all spooled canister data is collected aggregated and stored in the database e Hits are evaluated against the set of current set of events at the time of evaluation If hits are spooled or otherwise not processed immediately there can be effects in reporting if changes are made to event related objects in the interim For more information Tealeaf Event Manager in the IBM Tealeaf Event Manager Manual e For more information about data collection see Data Aggregation and Retention in the IBM Tealeaf cxImpact Administration Manual For more information about managing Canisters see Managing Tealeaf Servers in the IBM TealeafcxImpact Administration Manual Dashboards Provided by Tealeaf Tealeaf provides the following dashboards Note Depending on the menu profile in your user account and the licensed Tealeaf products you cannot have access to these dashboards For more information contact your Tealeaf administrator Table 8 Dashboards Provided by Tealeaf Dashboard Tealeaf Product Description Name Tealeaf IBM Tealeaf cxView Dashboard contains status reports on System Active C
130. tatus CX Storage Status Live Event Counts Performance Reports iv IBM Tealeaf cxView cxView User Manual 55 57 OZ DF m97 58 58 59 59 60 60 61 62 63 64 65 65 66 66 66 66 66 67 68 68 69 69 70 70 71 72 74 76 76 ht 78 79 80 Report Builder 81 Scorecards KPI 82 Scorecards Process 83 Top Movers 84 User Activity Reports 7 85 Visitor Segment Reports 87 Setting the Default Dashboard 89 Overview oo we 90 General Tab 91 History Tab s 93 Managing Report Templates for Dashboards 94 Chapter 6 MERE and ee Reports 95 Exporting Report Data 95 Report Templates 95 Chapter 7 Exporting epar ee 97 Limitations 97 Recommended Workflow 97 Export Template Steps 98 Chapter 8 PONTO nepon eee 99 Limitations 99 Import Template Steps 99 Chapter 9 Enhancements to Top Movers for cxView 101 Features 101 Creating Top Movers 101 Reporting on Top Movers 102 Chapter 10 IBM Tealeaf documentation and help 103 Notices 105 Trademarks i 107 Privacy Policy Considerations 107 cxView User Manual cxView enables to configuration and use of scorecards and dashboards Through the Tealeaf Portal you can create and edit scorecards that are based on current Tealeaf data You can also populate them into dashboards that can be scheduled for generation and shared with oth
131. tes the area that is occupied by the component on the page Dashboard components can be sized both horizontally and vertically with a minimum value of 1 and a maximum value of 4 in both directions e A dashboard tab can have an unlimited number of rows Color The color of the component title bar Updates The update interval for the component Note The component that you add to the dashboard references data from completed sessions only So configuring an update interval to be more frequent than the interval at which the data collection process is run is not useful By default data collection occurs every 5 minutes In this case component updates must not occur more frequently than a 5 minute interval for components that are containing completed session data only If the component references data from active sessions you can set the update interval to be more frequent than every5 minutes Depending on the configured component and the number of components in the dashboard there can be performance impacts Drilldown Available button is displayed in the component title bar Title bar links the button directly to the full report with the same parameters used to generate the component Common properties in the Display tab Some components do not have a Display tab so there are no common properties in this tab IBM Tealeaf cxView cxView User Manual Dashboard Component Template Types In the Component Templates screen you can r
132. the number of scorecards and volume of data that was moved from Release 7 Tealeaf recommends completing the scorecard recalculation during off peak hours Forcing Scorecard Recalculation Using All Available Data Use the following steps to force a recalculation of all scorecards by using all data available in the system You can also apply previously calculated data to redefined scorecards For example if you switch a scorecard definition to use a new event you can force a recalculation of all scorecards by using the available historical data Note The number of days that you extend the scorecard calculation range in the past is directly correlated to how long the recalculation takes Depending on the length of time and number of scorecards in the system this recalculation can impact system performance If possible you should conduct lengthy recalculations during off peak periods 1 Log in to the portal as an administrator From the portal menu select Tealeaf gt Portal Management In the left navigation panel click the IBM Tealeaf CX Settings entry Click theData Retention link Review the value for Reporting Data daily Days Retain This setting determines the maximum amount of reporting data that is retained in the database Typically this value is set to 365 af oN Chapter 3 Configuring Scorecards 49 50 12 13 Note If Tealeaf system was installed after the date indicated by this setting you must calculate elapsed d
133. the selected report is an Hourly report then you can configure the hour of report data to include in the dashboard component Display tab None User Activity Reports Tealeaf provides a pre configured set of reports on user activities in the Tealeaf system See Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Table 60 User Activity component templates Report Type Description Replay Use Number of replays per user group For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Search Effectiveness Effectiveness of user searches in locating sessions For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Sessions Replayed Number of sessions that are replayed by user group For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Sessions Returned Number of sessions that are returned by user group For more information about the contents of this report see Monitoring User Activity in the IBM Tealeaf cxImpact Administration Manual Usage Metrics By User Summary of usage statistics individual user For more information about the contents of this report see Monitoring User Activity in the IBM T
134. tion Time event e Page Generation Time gt 20s Create this Boolean event to evaluate the output of the Page Generation Time event 0 sized response e Create Boolean event to detect value of the Session Response MB event is equal to 0 URL Note These events must be created for your specific web application to detect the URLs of the pages where these business functions are performed e Checkout Sign in e Checkout Billing and Shipping e Checkout Payment e Checkout Summary e Checkout Confirmation e Web Application 1 e Web Application HTTP REFERER e Came from Login Page Create this event to detect the value of the REFERRER item in the request that is indicating the login page of your web application e Came from shopping cart Create this event to detect the value of the REFERRER item in the request that is indicating the shopping cart page of your web application Login field in urlfield section of Tealeaf request e Non blank login field e Login field not present Useful events based on response text e Error uncompressing page e Global Error Page e Credit Card Declined e Credit Card Number Invalid IBM Tealeaf cxView cxView User Manual Credit Card Zip Code Mismatch Compound Events Came to Billing page from shopping cart Events 1 e ii AND 1 f ii Came to Billing page sign in through login Events 1 e ii AND 1 g i Came to Billing page through anonymous sign in Events 1 e ii AND 1 f i AND 1 g ii
135. ture does not provide full support for any scorecards or reports that reference specific dimension values 3 You cannot remap events that are used by a report during the import process 4 You cannot map a report template that is imported to an existing report in the destination system If five template imports reference a single report they reference the single instance that is created by the first template import Note After you import a report template you cannot re import it to overwrite the previous version You must delete the report in the destination system before you attempt to re import it Recommended Workflow If you are attempting to migrate reports scorecards and dashboards from one system to another Tealeaf recommends the following workflow 1 Create Report Builder reports with all of the events you want to migrate e These reports must contain events that are used by any dashboards or scorecards that you want to migrate e These reports do not have to be actively used in your Tealeaf environment the purpose of creating these reports is to bundle up sets of events which are migrated with the report 2 Export all Report Builder report templates that you want to migrate or that contain events you want to migrate Follow the Export Template Steps below 3 Import them into the destination system See Importing Report Templates in the IBM Tealeaf cxView User Manual 4 Verify that the events and related event object
136. ulation for the Weighted values e In the previous example the count for Event is set to 0 which factors into the following average calculations Table 7 Weighted KPI Calculations Summary Value Formula Grade Rating Calculation Type Total 38 Sum of Count of 76 00 Event Weighted Unweighted for all event types Average 7 6 Value of Total 15 20 Including 0 Events 5 Average 9 5 Value of Total 4 19 00 Excluding 0 Excludes Event5 Configuring Process Scorecards Process scorecards are used to measure the effectiveness of a business process or function Example processes include placing an order for products at an online shopping site or registering for a new user account at an online banking site Chapter 3 Configuring Scorecards 31 These scorecards automatically measure and score overall success abandonment and failure rates within each step of a critical online business process or across the entire process Abandon step An event or a set of events that represents abandonment of a business process by the visitor For example a request from the visitor s web browser for the Order Canceled page signifies the abandonment of an order placement process Failure step An event or set of events that represents failure of a business process For example the appearance of an HTTP 500 internal server error page might signify failure of a business process For more information
137. ut portal features that are enabled with cxView see Portal Navigation in the IBM Tealeaf cxImpact User Manual Chapter 1 Overview of cxView 3 4 IBM Tealeaf cxView cxView User Manual Chapter 2 Using Scorecards Scorecards can be used to monitor site performance that is based on pre defined performance metrics You can use scorecards to measure specific Tealeaf events visitor conversion rates and other key performance indicators e You can also apply dimensions or dimensional values as filters to your scorecard data Scorecards with dimensional filters include only the data where the dimensional values are also present Note Use and configuration of scorecards requires the IBM Tealeaf cxView license For more information contact your Tealeaf administrator e To access scorecards select Analyze gt Scorecards in the Tealeaf Portal e For more information about creating scorecards see Chapter 3 Configuring Scorecards on page 19 Scorecard Terminology Before you begin familiarize yourself with the following scorecard terms General Scorecard Terms Term Definition Business Process A coherent unit of a workflow that is meaningful in a business sense Examples include placing an order for products at an online shopping site or registering for a new user account at an online banking site Availability Measure of the percentage of all occurrences of a functional unit usage on the website when it responded
138. ute count of occurrences of the indicator event Click this number to search and retrieve the relevant sessions See Searching Session Data in the IBM Tealeaf cxImpact User Manual Activity The percentage of the count of the Base Activity event for the KPI Change If comparison period is shown the change between the comparison period and the focus period is shown A green upward pointing or red downward pointing arrow is displayed corresponding to positive or negative change The numerical difference between the rating of the focus period and that of the comparison period is also displayed Multiple KPI Scorecards Multiple scorecards can be defined and each can be composed of multiple user defined components and component types As seen in the example below a distribution of scores can be shown with a pie chart 03092008 0315 2008 02008 0915 2008 IM Help Pages or fencte B Unhandied tacaptone E Repedtos Stet Check E Sow Page Pertrran E Re entered Baling B Very Sow Pays Pero B Re entered Stepping E God Save Comes Se Ne Contreion Ata E Pied Sour Cocer x 02092908 ONI 552009 B Credf Card Ahonr E hen ho Longer in 3 f Promuton Coca Kot A E Shepiny Aderess Not E Epping Hethow Not Glony Error Pages 07 E novn Eror Coces 08 B Knows Ercor Monsun PPS pm E Logged plication I 2 _ ee E Comtmation Page No 0s Figure 5 KPI Scorecard A trend diagram and toda
139. vers for cxView The Top Movers feature enables the tracking and reporting on deviations of values that are monitored by Tealeaf In IBM Tealeaf cxImpact Top Movers can be created and reported for event data on a daily basis e When an event is created you can optionally create a top mover to track the changes in values for the event The top mover enables easier monitoring of changes in key site metrics IBM Tealeaf cxView enhances the base Top Mover capabilities with the features listed in the section Features IBM Tealeaf cxView enhances Top Movers with the following features 1 Hourly Top Movers Licensees of IBM Tealeaf cxView can create top movers that monitor deviations on an hourly basis Hourly top movers enable the tracking of changes in key metrics within the day It detects and responds to changes in visitor behavior and site performance that occur within a single day e Hourly top movers are specified in the top mover definition For more information about creating hourly top movers see TEM Top Movers Tab in the IBM Tealeaf Event Manager Manual e For more information about reporting hourly top movers see Analyzing Top Movers in the IBM Tealeaf Reporting Guide 2 Dimension Top Movers IBM Tealeaf cxView customers can optionally create top movers to track changes in dimension values e For more information about creating dimension top movers see TEM Top Movers Tab in the IBM Tealeaf Event Manager Manual e Fo
140. vided for these counts Drop Percentage of the sessions in the previous step that were dropped in the current step Count drilldown In the Process Step Dropoff report you can drilldown into individual sessions that contain a step in the process but not the subsequent one These drilldown links examine abandonment between specific steps IBM Tealeaf cxView cxView User Manual Chapter 3 Configuring Scorecards You can create your own custom scorecards through the Tealeaf Portal To configure scorecards select Configure gt Scorecards in the Portal menu The list of Process Scorecards is displayed Note Configuring scorecards requires the appropriate permissions in your user account For more information contact your Tealeaf administrator Configuration Process Scorecards A Process Scorecards Active KPI Scorecards Business Process Scorecard Process Dates Example Process Scorecard Figure 7 Configuring Scorecards page e Active scorecards are indicated with a check box in the Active column The cxResults Compatible column includes a check box if all of the events in the scorecard are configured to be included in IBM Tealeaf cxResults Note Scorecards that are not compatible with IBM Tealeaf cxResults cannot be loaded into for Visitor analysis See Analyzing Visitor Segments in the IBM Tealeaf cxResults User Manual To begin creating or editing a scorecard select the type of scorecard in the left p
141. view all scorecards that you create or that are shared to you If you cannot find a shared scorecard contact your Tealeaf administrator or the creator of the scorecard 5 To display the scorecard click Select The scorecard is displayed 6 To change the focus period and the comparison period for the scorecard click the date in the toolbar The Date Selectoris displayed You can use the controls in the toolbar to change the scorecard as needed e For more information about displaying key performance indicator scorecards see Overview of KPI Scorecards on page 13 For more information about displaying business process scorecards see Overview of Process Scorecards on page 15 Displayed scorecards can be exported to Excel HTML and PDF formats and also sent to the printer See Exporting Scorecards on page 12 Date Selector By default scorecards are configured to display report data from the current date Configure report to display data from a period of days compare the data from the focus period to a comparable period or both Configuring scorecard period You can configure the scorecard to aggregate data based on the selected period Select one of the following options from the Period drop down Chapter 2 Using Scorecards 9 Day e Week business week Month Quarter This selection defines the period to use for the aggregated data which forces the calendar to select ranges of the appropriate size
142. y Dimension process sc weekly thu F Fri W sat Data interval Day Monthly Send At 0 00 z Focus Day Offset fo F Compare Email Format f ppf 7 HTML Language English US IF Excel XML r Recipients To C Ce C Bee List emai addresses separated by a comme a Figure 8 Scorecard Schedules General Tab b To configure a new scorecard schedule click lt Create Schedule To edit an existing schedule select it in the middle pane The schedule is displayed in the General tab To save the current schedule click Save To cancel changes to the currently selected schedule click Cancel To remove a schedule select it and then click the Minus in the upper right corner To configure a new or existing schedule specify the properties in the General tab Chapter 3 Configuring Scorecards 21 H General History a General T Active Description test Schedule Options Daily sun R Mon F Tue N Wed Scorecard ga Any Dimension process se C Weekly MV Thu F Fri N Sat Data Interval Day C monthly Send t 0 00 z Focus Day Offset 0 9 7 HTML Language English US z F Excel XML C Compare Email Format f ppF Recipients To Ce Bee List email addresses separated by a comme FS CO Figure 9 Scorecard Schedules General Tab 22 Properties Descriptio
143. y yesterday comparisons of KPIs can be used KPIs can be built upon other KPIs providing enhanced analysis of specific aspects of your site Overview of Process Scorecards A process scorecard is based on defined steps for processes on your site A typical example is the checkout process for a retail site in which each step is monitored by a pre defined Tealeaf event For each step absolute numbers of visitors are counted and a conversion rate is calculated A grade can be associated with the conversion rate Chapter 2 Using Scorecards 15 The Process scorecard summary displays the counts for the selected process Starts completions abandonments and failures If abandonment and failure events are configured the appropriate percentages are displayed on the Success Rate Indicators graph The grades for each process are displayed with the associated rating The counts for each individual step are displayed along with the conversion rate from the previous step Business Process Scorecard Checkout Week View 03 09 2008 03 15 2008 Summary Metrics Last Update 03 16 2008 03 07 48 Focus Compare r Key Metrics Change 03 09 2008 03 02 2008 Total Starts 29 251 28 423 848 3 0 Total Completions 16 922 12 158 236 1 4 Tota Abandonments 4539 948 591 14 6 Completion Rate 57 9 60 4 Success Rate Indicators O Focus D Compare 33343883 Completion Abandon Focus ompa Rates Grade 03 09 2008

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