IBM Tealeaf CX Version 9 Release 0.2 May 31, IBM Tealeaf CX Event Manager Manual IBM

Transcription

1 IBM Tealeaf CX Version 9 Release 0.2 May 31, 2016 IBM Tealeaf CX Eent Manager Manual IBM

2 Note Before using this information and the product it supports, read the information in Notices on page 469. This edition applies to ersion 9, release 0, modification 2 of IBM Tealeaf CX and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation 1999, US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

3 Contents Tealeaf Eent Manager Manual..... ix Chapter 1. IBM TealeafTealeaf Eent Manager Tour of the Eent Manager TEM global commands Keyboard shortcuts Sae changes Reiew history of changes Object Change History Global change history Show dependent items Working with Tealeaf Eent Manager through RTV. 9 Chapter 2. Getting Started with Tealeaf Eents Getting started Basics Eenting and DOM Capture Portal application features EentEngineScripting Tealeaf data model Structural Oeriew Basics Plan eents Eents Alerts Report Groups Dimensions Facts Fact Values Reporting Concepts Transitioning to the Current Eent Model Oeriew of Changes Mapping Earlier Eent Concepts to the New Model Tutorials - Creating Earlier Eent Functionality in the New Eent Model Chapter 3. TEM Eents tab Oeriew Eent List Eent Labels panel Eent Wizard Eent summary Order of ealuation Select Eent Labels Condition step Value step Report Groups step More Options step Next steps Editing an eent Deleting an Eent Special Eent Types Configuring Portal access to Eents Configuring Eents to be searchable and reportable in the Portal Configuration scenario - standard user created eents Configuration scenario - building block eents. 79 Configuration scenario - Tealeaf standard eents 79 Configuration scenario - outdated eents Eent Tester Eent history Change history Eent Hierarchy Eent dependencies by trigger Eent icon editor Icon editor toolbar Drawing Purging eent data Tealeaf standard eents Building block eents Editing Tealeaf standard eents Default customer eents Login ID Sample eent Canister Safety Limits [BB] eent cxresults session filtering eents WorkingSet of eents Example - workingset ersus tracked alues.. 90 Example - referencing eents in Basic Mode (tracked alues) ersus Adanced Mode (workingset alues) Tealeaf resources Distance eents and sequence eents Recommendations Distance eents Condition Value Sequence eents Condition Value Step-based eenting Oeriew Step-based objects Browser based replay and step-based eents Eent manager processing of step-based eent objects Indexing and step-based eents Reference information about BBR and Eents 120 Eenting for cxoerstat cxoerstat usability data cxoerstat step attributes cxoerstat eents cxoerstat dimensions cxoerstat report groups cxoerstat report group templates Tracking other usability eents Reporting Copyright IBM Corp. 1999, 2016 iii

4 Mobile Eents Double Tap Gesture Exception Gesture Mobile Model Mobile Session Count Mobile Session Length (sec) Mobile Session Size (MB) Mobile Session Start [BB] Pinch Gesture Resize Gesture Session with at least one exception Step - Deice Carrier [BB] Step - Last Gesture [BB] Step - Last Gesture Offset [BB] Step - Deice Model [BB] Step - OS Version [BB] Swipe Gesture Tap and Hold Gesture Unresponsie Gestures Unresponsie Gestures [BB] Goal Based Dimensions Oeriew Goal Based Dimension eents Goal Based Dimensions and report groups Tealeaf Standard Eent Object Reference Hit attributes Eents Session attributes Dimensions Chapter 4. TEM Hit Attributes tab Oeriew Hit Attributes tab Hit attribute list Hit Attribute Groups panel Creating or editing a hit attribute Post-Match Operations Using regular expressions in hit attributes Example start and end tags Hit attribute limits Hit attribute history Change history Chapter 5. TEM Dimensions Tab Oeriew Features Limitations Dimensions and other eent objects Dimensions Tab Dimension list Report groups panel Creating or editing a dimension Recommended workflow Dimension alue limits and constants Dimension alues to record Logging of dimensional alues Whitelists and blacklists Adding alues from logs Group lists Report groups Report group context menu Filtering dimensions Creating or editing a report group Dimension objects proided by Tealeaf Tealeaf report groups Connection type dimension Content type dimension Request canceled dimension Traffic type dimension Mobile deice dimension Purging dimension data Examples of dimensions Data Management for Dimensions High-olume dimensions Storage of dimension alues Recommended workflow Impacts of capturing obsered alues Data integrity issues Dimension definitions Enabling logging for whitelist deelopment Aoid Whitelist + Obsered Values dimensions 265 Aoid creating dimensions to contain a high number of alues Download log files and populate whitelists eery day Monitoring dimension data growth oer time Purging dimension data Changes to the application Global controls for managing dimension data How it works Monitoring defined limits Defining the global limit Updating counts for trimmed dimension alues in report data Scheduling Managing URL and Other High-Volume Dimensions How URLs are tracked by Tealeaf Raw URLs Captured URLs Normalized URLs URLs for cxoerstat Aailable URL alues Storage of dimension alues Workflow for initial population of the URL dimension Initial configuration for URL (Normalized) Gather logged alues Download logged alues Upload whitelist Create Dimension Value Tracking report Reiew report and iterate Cleanup Maintenance Reference Chapter 6. TEM Session Attributes tab 285 History of session attributes Oeriew of session attributes How session attributes are populated i IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

5 How session attributes are stored Uses for session attributes Creating session attributes Session attribute list Session attributes panel Add or edit a session attribute Deleting a session attribute Session attribute history Change history Chapter 7. TEM Alerts Tab Oeriew Alert list Alert Groups panel Creating or editing an alert Creating eent alerts Creating canister alerts Creating Top Moer alerts Creating Top Moer Report alerts Creating alerts based on dimensions Viewing Alerts Adding to alerts dashboards Configuration Enabling the Alert Serice Global configuration settings Alert serice configuration settings Alert message configuration with XSL XSL templates Alert serice XSL for eent alerts Alert serice XSL for Canister alerts Alert serice XSL for Top Moer report alerts 324 External command shell inocation Example XSL Running programs Execution method Running batch files Tealeaf resources Chapter 8. TEM Top Moers Tab Limitations Oeriew Moer list Moer Groups panel Creating a moer Selecting a specific dimension for the Moer 336 Auto-creation of Top Moers Creating or editing a ratio Portal Messages Reporting on Moers Data management for Top Moers Oeriew of Top Moers calculations Updates Storage Data implications Auto-creation of Top Moers Limitations Seeing updates in the Eent Manager Data implications of auto-creating Top Moers Storage affects of auto-create Calculation time Recommended workflow Recommended workflow for man eents Settings to enable auto-creation Other configuration Reporting Chapter 9. TEM Import-Export Tabs 345 Export tab Exported data objects Importable formats XML formats Import tab Chapter 10. Eent Tester Oeriew Using the Eent Tester Workflow Closing the Eent Tester Eent Tester - Select Session Tab Tips on selecting sessions Eent Tester - Select Eents tab Eent Tester - Select Hit Attributes tab Eent Tester - View Results tab Logging Tealeaf resources Chapter 11. Adanced Mode for Eents Functions Creating a New Report Group for the Current Eent Other commands Validating JaaScript JaaScript tutorial External calls References Tealeaf EES tutorial Oeriew Referencing eent alues Object Type Identifiers Syntax for Eents Basic Mode example Adanced Mode JaaScript example Examining eent behaior Report group syntax Adding multiple conditions Recording counts from last hit Reference specific occurrences of eents or hit attributes Extracting alues from inconsistent patterns using regular expressions General regex reference JaaScript for common Basic Mode objects Conditions Eent alues More Options step Setting Report Groups External calls Best practices for Tealeaf EentEngineScripting Creating regular expression patterns Contents

6 Chapter 12. Eent Engine Scripting reference Tealeaf Object Model (TOM) Eent object internal identifiers Examples Counting a session Counting a Status Code 404 hit Store current alue of shopping cart Record shopping cart alue if abandoned session Record search term in a fact (session temporary ariable) Record the number of searches in a session Immediate match Change session timeout Discard session EES reference - object definitions TLEn Object ($E) TLSession Object ($S) SessionCloseReason TLHit Object ($H) TLFactColl Object ($F) TLPatternColl Object ($P) TLFact Object Null fact TLPattern Object Null hit attribute EES reference - attribute reference Legend Session attribute reference Hit attribute reference Pattern objects reference Dimension reference EES reference - Tealeaf eent reference Tealeaf standard eent reference Costly Session - Too Many Hits Costly Session - Too Big [BB] Costly Session - Too Big Costly Session - Too Long Http Bad Request Http Unauthorized Http Payment Required Http Forbidden Http Not Found Http Method Not Allowed Http Internal Serer Error Large Hit Size Long Hit Generation Time Long Gen Time and Large Hit Size Content type [BB-NoDim] Connection type [BB-NoDim] Req Cancelled [BB-NoDim] Mobile Deice Step - ScreenView URL [BB] Step - ScreenView [BB] Step - Usability Target ID + Type [BB] Step - Usability Click Step - Usability Attention Map Viewport Height [BB] Step - Usability Focal Slice Y [BB] Step - Usability Attention Map Y View Time Step - Usability Form Field Visit Tealeaf actiity eent reference Page Count [BB] Hit Generation Time Running Total (ms) [BB] 443 Hit Generation Time Running Max (ms) [BB] 444 Hit Generation Time (ms) [BB] Hit Network Trip Time (ms) [BB] Hit Network Trip Time Running Max (ms) [BB] 445 Hit Round Trip Time (ms) [BB] Hit Round Trip Time Running Max (ms) [BB] 446 Hit Size Running Total (bytes) [BB] Hit Size Running Max (bytes) [BB] Session Count Page Count Hit Count One Hit Session Count CUI Hit Count Session Length (sec) Session Size (MB) [BB] Session Size (MB) Req Size for Session (MB) [BB] Req Size for Session (MB) Rsp Size Total (MB) [BB] Rsp Size Total (MB) Req Cancel Count Hit Generation Time Total (ms) [BB] Hit Generation Time Total (ms) Hit Generation Max for Session (ms) [BB] Hit Generation Max for Session (ms) Hit Network Trip Time Total (ms) [BB] Hit Network Trip Time Total (ms) Hit Network Trip Time Max (ms) [BB] Hit Network Trip Time Max (ms) Hit Round Trip Time Total (ms) [BB] Hit Round Trip Time Total (ms) Hit Round Trip Time Max (ms) [BB] Hit Round Trip Time Max (ms) Hit Size Total (MB) [BB] Hit Size Total (MB) Hit Size Max (bytes) [BB] Hit Size Max (bytes) Fact Count [BB] Fact count Canister safety limits [BB] Chapter 13. Eent administration Eent storage Enabling Tealeaf Eent Manager access Loading eent definitions Canister loading of eent definitions Validation check Eent loading errors Managing eent icons Eent icon storage Editing eent icons Logging for the Tealeaf Eent Manager System logging Audit logging i IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

7 Chapter 14. IBM Tealeaf documentation and help Priacy Policy Considerations Notices Trademarks Contents ii

8 iii IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

9 Tealeaf Eent Manager Manual The Tealeaf Eent Manager enables users and administrators to configure eents and eent-related objects to monitor all aspects of their web application. Through a simple graphical interface, you can design the eents, attributes, dimensions, alerts, and Top Moers that capture the most meaningful behaiors and issues in your web application. Additionally, you can access Adanced Mode, where adanced users can edit directly the underlying JaaScript that is used to define eent-related objects. Copyright IBM Corp. 1999, 2016 ix

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11 Chapter 1. IBM TealeafTealeaf Eent Manager Tour of the Eent Manager The Tealeaf Eent Manager proides the user interface for defining the eent objects used to monitor your isitors' sessions. Here you can configure the eents, hit attributes, dimensions, session attributes, alerts, and deiations to monitor customer success and struggle with your web application. The objects created by the Eent Manager are used by the Eent Engine software running in the Canister. The eents created through the Tealeaf Eent Manager enable searching and reporting on eents in the other parts of the Portal. To access the Tealeaf Eent Manager in the Portal, select Configure > Eent Manager from the Portal menu. The tabbed interface proides rapid access to clearly organized eent-related entities. Through each tab, you can create and edit a type of eent object and organize the set of objects into meaningful groups. Tab Description Chapter 3, TEM Eents tab, on page 45 The Eent tab proides the primary interface for creating eents. See Chapter 3, TEM Eents tab, on page 45. Chapter 4, TEM Hit Attributes tab, on page 199 Hit Attributes define matching sets of text in the request or response data that can be used as the basis for triggering eents. Hit Attributes can be used in multiple eents or dimensions. See Chapter 4, TEM Hit Attributes tab, on page 199. Chapter 5, TEM Dimensions Tab, on page 215 Each eent can hae multiple dimensions that are associated with it. Dimensions are lists of alues upon which you can segment or filter the data and generate reports. Dimensions definitions can be reused with different eents. See Chapter 5, TEM Dimensions Tab, on page 215. Chapter 6, TEM Session Attributes tab, on page 285 This tab shows system-populated session attributes and user-defined Copyright IBM Corp. 1999,

12 TEM global commands session attributes, which can be used to track customized states during a session. See Chapter 6, TEM Session Attributes tab, on page 285. Chapter 7, TEM Alerts Tab, on page 295 Triggered by eents, alerts can proide up-to-the-minute status information about session data that is captured by Tealeaf. See Chapter 7, TEM Alerts Tab, on page 295. Chapter 8, TEM Top Moers Tab, on page 331 Optionally, you can configure the calculation of standard deiations for eents and dimensions oer a four-week rolling period. See Chapter 8, TEM Top Moers Tab, on page 331. Chapter 9, TEM Import-Export Tabs, on page 345 You can export and import eent definitions through the Eent Manager, which enables easy migration from deelopment to production enironments. See Chapter 9, TEM Import-Export Tabs, on page 345. At the top of the Tealeaf Eent Manager, you can see the following buttons in a row on the right side of the screen. Button Description Eent Tester Test the currently actie eents, including any changed eents that were saed as drafts, against sessions that you load in the Eent Tester. See Chapter 10, Eent Tester, on page 349. Sae Changes Commit any unsaed draft changes to Tealeaf Eent Manager objects to the serer. Note: Unsaed changes are highlighted in red in each tab. Tabs that contain unsaed changes are marked in red. Note: Before committing eents to the serer, you should erify proper functionality in the Eent Tester. See Chapter 10, Eent Tester, on page 349. See Committing Changes on page 5. Reert All Reert all draft changes that you made to the saed ersions on the serer. Note: With this command, all unsaed changes are lost. See Undoing changes on page 4. Change History Reiew the recent history of changes in the Tealeaf Eent Manager. See Reiew history of changes on page 7. Wildcards and Ranges Except as noted below, the Eent Manager does not support the use of wildcards when specifying alues. Numeric list alues for dimensions may be specified as a range of alues. See Chapter 5, TEM Dimensions Tab, on page IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

13 Keyboard shortcuts Eent operators can be configured to specify ranges of alues. See Chapter 3, TEM Eents tab, on page 45. Use of regular expressions is supported in some adanced Eent Manager features. Regular expressions can be configured for hit attribute ealuation. See Chapter 4, TEM Hit Attributes tab, on page 199. For more information about regular expressions in Adanced Mode, see Best practices for Tealeaf EentEngineScripting on page 385. In addition to mouse controls, the following keyboard shortcuts can be used in any tab of the Eent Manager. Object lists In the main list of each tab, the following keyboard controls can be used. Keyboard Shortcut Description ENTER Edit the selected item, if possible for the selected item. For more information about keyboard shortcuts while editing, see Edit dialog. Edit dialog In any editing dialog in the Eent Manager, the following shortcuts can be used. Keyboard Shortcut Description CTRL + S Sae draft and close the window. Note: The changes are not applied until they are committed to the serer. See Sae changes on page 4. ESC Cancel edit and close the window. Textbox In Tealeaf Eent Manager textboxes, you may use the following shortcuts. Keyboard Shortcut Description SHIFT+HOME Select contents in the textbox from the current position to the beginning of the text in the textbox. SHIFT+END Select contents in the textbox from the current position to the end of the text in the textbox. CTRL + Z Undo last change that is made to textbox contents. Chapter 1. IBM TealeafTealeaf Eent Manager 3

14 Sae changes When creating eents, you may need to create multiple eents, hit attributes, or other objects at one time. The Eent Manager allows the creation of multiple objects and their testing against an actual session to erify the wanted behaior before saing the changes. By testing before deploying, you ensure that your created objects operates properly on lie data. Saing changes to any object in the Tealeaf Eent Manager is a three-step process: Sae Draft: When you are creating or editing an object, you first sae a draft of the object into the serer memory, where it is stored for the time being. See Saing drafts. In the Eent Manager, objects that were saed in draft form are highlighted in the display list in each tab. Tabs that contain saed drafts are highlighted in red. Sae Changes: When you are ready to commit all changes that were saed in draft mode, you can click the Sae Changes button, which saes all uncommitted changes in each tab to the database. These changes are immediately aailable for all Tealeaf serers in the Tealeaf enironment. See Committing Changes on page 5. When saed drafts of objects are committed to the serer, the draft indicators are remoed. The saed changes are applied immediately to hits passing through the Short Term Canister, which may hae unexpected implications. See Saed changes and timestamps on page 7. Saing drafts You can sae your work in progress, as needed. If you hae unsaed changes, the Sae Draft button is red. To sae your changes in draft form, click Sae Draft. Eents can be tested if they are saed in draft form. You do not need to commit the changes to the serer before testing your eents. See Chapter 10, Eent Tester, on page 349. If you opened multiple browser tabs in the Eent Manager, changes saed in 1 browser tab may take 10 seconds to be reflected in the other browser tabs. Note: Unsaed changes in the Eent Manager are discarded if you log out of your Portal session or close your web browser. Before you commit your changes to the serer, you may be informed if changes you made in draft mode conflict with changes made by other users to the same object. You may undo changes. See Undoing changes. Undoing changes Uncommitted changes are saed in the session cache on the serer. They remain in the cache as long as the session is aailable. The changed object is highlighted in the tab UI, and the Sae Changes button is highlighted in red to indicate that there are changes to sae. You may undo the change depending on the following circumstances: 4 IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

15 To undo changes to an item you edited but were not committed to the serer, right-click the item and select Reert. The changes are discarded, and the local ersion in memory reerts to the same ersion on the serer. To undo changes to a newly created item, right-click it and select Delete. The new item is discarded. To undo all unsaed changes in all tabs, click Reert All in the lower-right corner. All local changes in all tabs are discarded. Committing Changes After you saed the drafts of one or more objects in the Tealeaf Eent Manager, you must commit the changes to the serer before the changes to the objects are applied to the captured session data. Note: Before you commit any changes to eent definitions to the serer, you should test them thoroughly using the Eent Tester. See Chapter 10, Eent Tester, on page 349. When there are unsaed changes, the following button is highlighted in the button toolbar of each tab of the Eent Manager. To commit changes, click Sae Changes. The Confirm Changes dialog is displayed. The description next to each object is displayed when you select it and then click the object's History button in the toolbar. The Change Description at the bottom applies to the saing of all objects. It is displayed when you click the global Change History button. Chapter 1. IBM TealeafTealeaf Eent Manager 5

16 You may add notes for each item that is being committed, as well as a description of the entire set of changes. To commit your changes to the serer, click Commit. To cancel changes, click Cancel. Note: To reert all changes to the last unsaed state, you must click Reert All. Otherwise, your unsaed changes remain queued for saing. Note: If you hae enabled automatic creation of Top Moers, a Top Moer is immediately created and enabled to track changes in alues each new eent or dimension after your changes are committed to the serer. You may wish to disable one or more of these new Top Moers. Each new Top Moer is created after the new eent is committed to the serer. No record of a changed or new Top Moer is displayed in the Top Moers tab. See Chapter 8, TEM Top Moers Tab, on page 331. For more information on auto-creation of Top Moers, see Data management for Top Moers on page IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

17 Reiew history of changes Saed changes and timestamps After you saed changes to any objects through the Tealeaf Eent Manager, the changes are immediately applied to any subsequent hits passing through the Short Term Canister. Note: When a hit is ealuated in the Short Term Canister, the STC has no awareness of when the actie eents were created or last saed. As a result, some hits may be ealuated by eents whose creation timestamp occurs after the hit timestamp. The Short Term Canister has no awareness of reision history and maintains one set of eent and eent-related definitions, which is applied to all hits at the time of ealuation. If the STC is spooling, when spooled hits are finally ealuated, the eent definitions that are applied to them may be significantly different from they were at the time that the hit was created. There may be effects on reporting. Some reports bucket data into hourly segments. If you define and sae a new eent in the 10AM bucket when hits are being spooled, those hits may be ealuated against this new eent and reported into earlier time buckets. This ealuation process may result in eent counts and other eent-related outcomes appearing in report buckets that occurred earlier than the hourly time bucket in which the eent was created. The key to remember is that the current set of eents is applied to each hit at the time it is ealuated. The Tealeaf Eent Manager enables the reiew of all changes to indiidual objects and recent global changes. Object Change History In each Eent Manager object tab, you can select the Object Change History button to reiew the most recent changes to the currently selected object. To reiew the changes to an eent, select the eent in the Eent List and then click Eent Change History.The listed changes are edits that were committed to the serer. Column Description User The Tealeaf user who made the change. Change The type of change Modified Date and time when the change was saed. Comments Any comments that are saed with the change. Global change history In the Eent Manager you can iew the change history for a specified number of days for Eents, Hit Attributes, Dimensions, Session Attributes, Alerts, and Top Moers. In the object's Eent Manager tab, select the Change History button to Chapter 1. IBM TealeafTealeaf Eent Manager 7

18 reiew changes to any type of object for a specified number of days. The listed changes are edits that were committed to the serer. To see change history for a different period, enter a new number of days to show, and click Update. All aailable changes for the preceding number of days are displayed. To reiew details of any change, select it and click Details... Column Description User The Tealeaf user who made the change Modified Date and time when the change was saed Comments Any comments that are saed with the change Change details In the Change details panel, you can reiew the indiidual objects that were changed in the listed commit to the serer. User - The Tealeaf user who made the change Time - Date and time when the change was saed Column Description Type The type of eent data that was changed Change The type of change Name The user-friendly name of the entity that was changed Comments Any comments that are saed with the change For any listed item, you can reiew its change history. Show dependent items You can reiew the dependencies of indiidual items. The list of Dependents indicates all items that require the successful execution or computation of the selected item. To see an item's dependencies, right-click it in the item list and select Show Dependent Items... The Dependent Items dialog is aailable for eents, hit attributes, dimensions, and session attributes, which can be used as inputs for other items. The list of Dependents indicates all items that require the successful execution or computation of the selected item. The items that are listed as dependents for the eent Hit Count are the eent itself and an eent deiation that is based on the eent. To close the dialog, click Close. 8 IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

19 Working with Tealeaf Eent Manager through RTV Through the IBM Tealeaf CX RealiTea Viewer application, you can create eents and hit attributes from content that you find in sessions that you are replaying. This capability enables you to instantly create tracking data from content that was captured. IBM Tealeaf CX RealiTea Viewer (RTV) is a stand-alone desktop application that must be installed separately. RTV is considered an adanced search and replay application. See "RealiTea Viewer (RTV) User Manual" in the IBM Tealeaf RealiTea Viewer User Manual. To create TEM objects through RTV, select data in the request, response, or replay iew of RTV. Right-click and select the eent object that you want to create. Note: When you are creating eent objects from RTV, the application calls a serice to link to Tealeaf Eent Manager. Depending on how your default web browser is configured, this linking may create a new browser tab or a new browser window. If you are creating multiple objects through RTV, it is possible to create reconciliation issues across multiple browser tabs or windows. The safest approach is to sae each created object before creating a new one. See "RealiTea Viewer - Main Window" in the IBM Tealeaf RealiTea Viewer User Manual. Chapter 1. IBM TealeafTealeaf Eent Manager 9

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21 Chapter 2. Getting Started with Tealeaf Eents Getting started Tealeaf eents proide the mechanisms for monitoring mission-critical metrics and other indicators of your web application's performance, including software errors, failures to complete transactions, customer struggles, and more. Through Tealeaf eents, IT staff, business managers, and executies can keep tabs on critical aspects of the oerall customer experience. Tealeaf eent features include: Multiple triggers for ealuating eent conditions based on when they are expected to occur in the session Multiple types of conditions to capture the many business eents for which Tealeaf users often search Multiple actions that enable different eent and reference data to be stored and manipulated Triggering eents off of eents Support for creation and population of multiple reference dimensions to store contextual information about the eent occurrence. User-defined ariables for storing data for the duration of session ealuation Modifiable and extensible eent definitions through customized ersion of Jaascript See Chapter 11, Adanced Mode for Eents, on page 359. This section proides some high-leel information on Tealeaf eents, including references to areas where you can explore Tealeaf eents and other eent-related data objects through the Tealeaf Portal. Eents are triggered on Conditions, then record a Value, and Report dimensions. Eent conditions and alues are based on hit attributes, session attributes, other eents, or a combination of all three. Hit attributes The Tealeaf Eent Engine is based on its ability to recognize hit attributes in the session data. Hit Attributes, in the most generic sense, are the basis for recognizing data and marking it as an eent in Tealeaf. The data that is gathered by Hit Attributes are aailable only for the hit on which the eent is triggered. For example, Hit Attributes for the third hit of the session, for example, URL, hit number, response time, are specific to the third hit of the session. Those Hit Attributes are different for the fourth hit of the session. There are two types of Hit Attributes: System Hit attributes: Tealeaf maintains a set of attribute alues for each hit captured. These attributes are managed by the Canister and cannot be modified such as Network Trip Time. See EES reference - attribute reference on page 394. Copyright IBM Corp. 1999,

22 Custom Hit Attributes: The data object type Hit Attribute can be used to identify explicit strings in session data or the content between two specified tags. 1. Text Pattern example: Logged Out. This text pattern example could be used as a condition for an eent that identifies when the isitor explicitly logged out of your web application. In Release 7.2 and earlier, these patterns were in the Immediate Match category. See "Transitioning to the Current Eent Model" in the IBM Tealeaf Eent Manager Manual. 2. Start Tag End Tag example: Suppose you wanted to identify the contents of the HTML table in the following code: <TD ID="ShoppingCartValue">$999.95</TD> You could configure a hit attribute to use StartTag=<TD ID="ShoppingCartValue"> and EndTag=</TD> to gather the contents of the cell (in this case: $999.95). From these types of hit attributes, you can create a wide ariety of eents to monitor your web application. In Release 7.2 and earlier, these patterns were in String Pattern category. See "Transitioning to the Current Eent Model" in the IBM Tealeaf Eent Manager Manual. Both types of Hit Attributes are displayed in the Hit Attribute tab of the Eent Manager. Session attributes Session Attributes are alues that are not specific to a hit. For example, Referrer for Session is a Session Attribute because it is the same throughout the session. Hit Referrer is a hit attribute because it changes per hit. Session Attributes need not to be constant throughout the session. The attribute Session Length changes on eery hit. It is considered a Session Attribute and not a Hit Attribute because it is not specific to a hit. It is based on all hits up to that point in the session. System Session attributes: Similar to default hit attributes, default session attributes are commonly used properties that apply to the entire session such as Hit Count, Browser Type, or whether the session is from a Bot or not. See EES reference - attribute reference on page 394. Custom Session attributes: Custom session attributes are user-defined ariables that are populated by eents. While they can be used in an eent, they are mostly useful for populating Session List Templates. Both types of Session Attributes are displayed in the Session Attribute tab of the Eent Manager. Eents A Tealeaf Eent defines a set of criteria for which to search the captured session data. When matches are found, one or more actions can be taken, including the saing and deliering of the recorded alue to one or more systems. When data captured from sessions of isitors to your web application arrie to the Processing Serer, the Tealeaf Eent Engine scans the data for the presence of these criteria. When these conditions are detected, the specified alue is written. 12 IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

23 Since Tealeaf captures all requests and responses from isitor sessions, eents proide a flexible facility for monitoring and analyzing indiidual hits and complete sessions. The Tealeaf eent engine uses a customized ersion of JaaScript for eent and eent-related definitions. Eents that you create are stored in JaaScript. See EentEngineScripting on page 15. Dimensions Tealeaf also enables the creation of reference dimensions, whose data is extracted from the session data when an eent is triggered. When an eent fires, the alues of the associated dimensions are recorded with the eent alue. Suppose an eent is triggered on a page with the following characteristics: Dimension Value URL Host Application shop /checkout.asp Serer The alues for the URL, Host, Application, and Serer for the page on which the eent is triggered can be recorded in dimensions of the same name. The example set of dimensions is proided by Tealeaf. In reporting, you can then use dimensions as the context for filtering eent data. Suppose that you were interested in the URLs where a Status Code 500 (Internal Serer Error) message appeared. You could create the Status Code 500 eent, which looks for the appropriate message in the response. If the URL dimension is associated with the eent, you can quickly generate a list of all URLs where the error occurred. The Tealeaf Portal includes an integrated dimensional report building facility. See "Tealeaf Report Builder" in the IBM Tealeaf Reporting Guide. Using eents and dimensions, you can configure a wide-range of monitoring mechanisms, while capturing the contextual information necessary to make superior decisions. Dimensions can be populated by Eents, Hit Attributes, or Session Attributes. Basics Before you begin, all Tealeaf users should reiew the Tealeaf Basics, a short document that summarizes how the Web works at a technical leel and how Tealeaf works with it. See "Tealeaf Basics" in the IBM Tealeaf Basics. Tealeaf Basics also includes a general glossary of terms applicable to business and IT users of Tealeaf. See "Tealeaf Glossary" in the IBM Tealeaf Glossary. Chapter 2. Getting Started with Tealeaf Eents 13

24 Data oeriew Eenting and DOM Capture Portal application features For users who are deeloping eents and reports, it is important to know how data flows through the Tealeaf system. The Tealeaf data pipeline is composed of four parts, which include the following processes: Stream data captured at the IBM Tealeaf CX Passie Capture Application serer Canister data, which is passed from the Passie Capture to a Windows-based processing serer for analysis and storage. Index data, which is gathered from Canister data that was written to disk Database data, which is aggregated from data that is stored in the Canister See "Tealeaf Data Flow" in the IBM Tealeaf cximpact User Manual. In addition to eents and dimensions, Tealeaf reporting features more data objects and structures, including: Alerts - or log messages triggered based on eent threshold alues Top Moers - optional storage of aerages and standard deiations for eent and dimension alues oer a four-week rolling period For more information about these structures and their interrelationships, see "Tealeaf Data Model" in the IBM Tealeaf Reporting Guide. For experienced Tealeaf users If you upgraded your Tealeaf system from a pre-release 8.0 ersion, you may already be familiar with Tealeaf eents. For more information about the eent model for experienced Tealeaf users, see xsee "Transitioning to the Current Eent Model" in the IBM Tealeaf Eent Manager Manual. Tealeaf Eenting works for both full DOM and Network capture. Howeer, the resulting metrics and reporting data that is generated from an Eent definition can be effected by the capture type (full DOM ersus Network) used. If you created a Tealeaf Eent for a page that is captured by using Network capture, and then decide to change the capture type for that page to Full DOM, you are likely going to need to modify the existing Eent definition. Network capture configuration in the UIC focuses on capturing eery user interaction, while DOM capture focuses on capturing strategic trigger points and on optimizing the triggers for snapshots. Note: DOM Diff capture supports simple eenting only. If you created Eents to work with full DOM capture, these Eents are likely not to work if you change from full DOM to DOM Diff. The following eent-related features are aailable through the Portal or, where noted, the IBM Tealeaf CX RealiTea Viewer. 14 IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

25 The IBM Tealeaf CX RealiTea Viewer (RTV) is a separate stand-alone application for adanced search and replay. RTV must be installed on your local desktop. See "RealiTea Viewer (RTV) User Manual" in the IBM Tealeaf RealiTea Viewer User Manual. Table 1. Portal Application Features Feature Configuring Reporting Eents Dimensions Top Moers Scorecards (IBM Tealeaf cxview) Dashboards (IBM Tealeaf cxview) Chapter 1, IBM TealeafTealeaf Eent Manager, on page 1 Chapter 5, TEM Dimensions Tab, on page 215 Chapter 8, TEM Top Moers Tab, on page 331 "Configuring Scorecards" in the IBM Tealeaf cxview User Manual "Configuring Dashboards" in the IBM Tealeaf cxview User Manual "Tealeaf Report Builder" in the IBM Tealeaf Reporting Guide "Tealeaf Report Builder" in the IBM Tealeaf Reporting Guide "Analyzing Top Moers" in the IBM Tealeaf Reporting Guide "Using Scorecards" in the IBM Tealeaf cxview User Manual "Using Dashboards" in the IBM Tealeaf cxview User Manual EentEngineScripting Tealeaf data model Underlying the Tealeaf Eent Manager, the Tealeaf eent engine uses a ersion of the Google V8 JaaScript to define eents, dimensions, and other data objects for monitoring session actiities. For more information about this ersion of JaaScript, see Chapter 12, Eent Engine Scripting reference, on page 387. Tealeaf Report Builder uses a dimensional data model that is populated by eent-based mechanisms to delier a reporting facility of unprecedented power and flexibility to manage the customer experience of your web application. Eents and eent-related mechanisms are deeloped and tested through the Tealeaf Eent Manager, which is integrated into the Tealeaf Portal. Structural Oeriew An eent is a condition that is detected in the session data stream that triggers an action. A hit attribute is a specified start tag and end tag in session data that can be referenced as a condition for one or more eents. Hit Attributes can also be explicit text strings in the data. Hit Attributes are not directly applicable to reporting. Hit Attributes are defined in the Tealeaf Eent Manager. An eent is associated with one or more report groups, which are collections of dimensions on which you can report simultaneously. A dimension is a list of alues that are associated with an eent. This list of alues can be fixed or can be generated from the session data stream eery hour. A fact is the data entity that combines an eent and a report group. Facts are the essential storage mechanism for reporting data. Some facts can hae fact alues, which are eent instance data that can be configured in the eent definition. Chapter 2. Getting Started with Tealeaf Eents 15

26 A label is a grouping mechanism for eent and dimension objects. You can organize a set of related objects under a single label. Labels hae no impact on data processing. Basics Tealeaf captures all HTTP or HTTPS transactions between the isitors to your web application and the serers that sere the application to them. Each request from the isitor and the corresponding response from the web serer are forwarded to Tealeaf for capture, processing, analysis, and reporting. A request is a message that is sent from the client, typically the isitor's browser, to the serer for one or more files. A response is the information that is sent from the web serer back to the client. Any binary content in the response is typically dropped from Tealeaf capture. A single request and a single response together form a hit, which is the basic unit of capture in Tealeaf. The sequence of hits that are captured from a single isitor's contiguous experience with your web application is asession. Structural Oeriew An eent is a condition that is detected in the session data stream that triggers an action. See Eents on page 20. A hit attribute is a specified start tag and end tag in session data that can be referenced as a condition for one or more eents. Hit Attributes can also be explicit text strings in the data. Note: Hit Attributes are not directly applicable to reporting. Hit Attributes are defined in the Tealeaf Eent Manager. See "TEM Hit Attributes Tab" in the IBM Tealeaf Eent Manager Manual. An eent is associated with one or more report groups, which are collections of dimensions on which you can report simultaneously. See Report Groups on page 27. A dimension is a list of alues associated with an eent. This list of alues can be fixed or can be generated from the session data stream eery hour. See Dimensions on page 28. A fact is the data entity that combines an eent and a report group. Facts are the essential storage mechanism for reporting data. See Facts on page 30. Some facts can hae fact alues, which are eent instance data that can be configured in the eent definition. See Fact Values on page 31. A label is a grouping mechanism for eent and dimension objects. You can organize a set of related objects under a single label. Labels hae no impact on data processing. Basics Tealeaf captures all HTTP or HTTPS transactions between the isitors to your web application and the serers that sere the application to them. Each request from the isitor and the corresponding response from the web serer are forwarded to Tealeaf for capture, processing, analysis, and reporting. A request is a message that is sent from the client, typically the isitor's browser, to the serer for one or more files. 16 IBM Tealeaf CX: IBM Tealeaf CX Eent Manager Manual

27 A response is the information that is sent from the web serer back to the client. Any binary content in the response is typically dropped from Tealeaf capture. A single request and a single response together form ahit, which is the basic unit of capture in Tealeaf. The sequence of hits that are captured from a single isitor's contiguous experience with your web application is asession. See "Tealeaf Basics" in the IBM Tealeaf Basics. Plan eents Before you begin building eents, you must spend some time to consider how eents can be used to model the business processes reflected in your web application. There are seeral up-front considerations in how to build eents to manage important categories of information about your web application. KPIs Key Performance Indicators (KPIs) are the metrics that you define for measuring success toward strategic goals. Before you begin, you must attempt to identify conceptually what are the metrics to determine whether your web application is pursuing and reaching enterprise goals. These goals can include: Increase reenue from the site Increase brand awareness among isitors Increase the size of your site user base Decrease the olume of calls in your call center. Specific goals include the following metrics: Conersion rates for the checkout process Aerage order alue Percentage of search engine searches that use a sponsored or branded keyword Site registrations per campaign clickthrough Aerage number of call center calls per site isit You can also use KPIs to identify aspects of the site that did not work, such as: Number of declined credit cards General failures to conert business process (start process but neer complete) Serer generation time takes too long Application-leel errors System errors Sometimes, identifying these conditions for building eents to track them is not intuitie. For example, depending on how your web application is constructed, the basic user eent of "abandon checkout process" can include the following eents as failure steps: Moing back to product pages Clicking a Contact Us link Opening FAQ pages Chapter 2. Getting Started with Tealeaf Eents 17