User s guide Version 2.0 August 2010 1 / 23
1 CONTENTS 2 Introduction... 3 2.1 What is Mouseflow?... 3 2.2 What can Mouseflow be used for?... 3 2.3 How does Mouseflow work?... 3 2.4 Who is the target audience?... 3 3 Setup and installation... 4 3.1 Signing up for an account... 4 3.2 Validating the email address... 4 3.3 Support of session-dependent pages... 4 4 Managing the account... 6 4.1 Viewing the account details... 6 4.2 Editing the account owner details... 6 4.3 Changing subscription plan... 7 4.4 Cancelling the account... 8 5 Website list... 9 5.1 The list of websites... 9 5.2 Editing the website details... 9 5.3 Managing the recording status... 10 5.4 Removing a website... 10 6 Website stats...11 6.1 How to read the website stats and graphs... 11 6.2 Adjusting the date span... 12 7 Recordings...13 7.1 Viewing the list of recording sessions... 13 7.2 Filtering the recording list... 13 7.3 Single pageviews mode... 14 7.4 Filtering the single pageviews list... 14 7.5 Playing back the recordings... 14 7.6 Downloading recordings... 15 8 Page analysis...16 8.1 Viewing the list of pages... 16 8.2 Reading the details of the page analysis... 17 8.3 The click heatmap... 18 8.4 The Movement heatmap... 18 8.5 Link analytics... 19 8.6 The viewport map... 20 9 FAQ...21 10 Tweaking the recording script...23 10.1 Where to put the script?... 23 10.2 Blocking sensitive data... 23 11 Troubleshooting and known issues...23 2 / 23
2 INTRODUCTION 2.1 WHAT IS MOUSEFLOW? Mouseflow is an online tool for performing advanced web analytics and real user studies on websites. It is a hosted service that can be used on any publicly facing website. Mouseflow records whole visitor sessions including mouse movements, clicks, scroll events, key strokes as well as user-oriented info such as rendering time, browser window size, temporal and geographical data, etc. Website administrators can playback the visitor sessions directly in the browser, just as if they were looking the user over the shoulder. By summarizing large amounts of data from the recording sessions Mouseflow also give web administrators access to advanced page analysis including Movement Heatmaps, Click Heatmaps, Viewport Maps (displaying scroll behavior), Link analytics as well as stats and graphs of many different parameters. Mouseflow can help web administrators pinpoint pages that respond or render slowly, pages where only few users scroll down to the bottom, pages with high bounce rate, etc. 2.2 WHAT CAN MOUSEFLOW BE USED FOR? Mouseflow can be used to perform large automated user studies that are cheap and easy to deploy. The playback and web analytics tools can be used to discover problematic parts of a website and to discover ways of increasing conversion rates and minimizing abandon rates, thereby making more money. The statistical data, heatmaps and graphs can be used to get an overall idea about how users interact with the site, and can be used directly in reporting material. 2.3 HOW DOES MOUSEFLOW WORK? Mouseflow works by sending small periodic data packages (around 2KB) from the client to the central servers while a visitor session is active. Data from the whole user experience is recorded, and not just a snapshot of the session. This means that the web analytics is far more precise than traditional web analysis tools, and that web admins can get insights on how the users interact with the pages before moving on to the next. The js script has a low footprint (around 28K, compressed 14K) and the user experience is not affected on normal client machines. The recording scripts works on more than 99% of the users browsers and platforms, including handheld devices. 2.4 WHO IS THE TARGET AUDIENCE? Mouseflow is intended for website owners, professional and non-professional, website developers, usability consultants and web analysis companies. 3 / 23
3 SETUP AND INSTALLATION 3.1 SIGNING UP FOR AN ACCOUNT To get started with Mouseflow, the first step is to sign up for a free account and install the recording script on the website you want to record. All you have to do is follow these steps: 1. Go to http://mouseflow.com/sign-up 2. Type in the domain of the website you want to record (without www. ), your email address and password. 3. Hit Sign up. 4. Copy and paste the script line into the <head> section of your website s main template. This is all it takes to start the recording. Click the button Go to My Account and you will see a list with your website that shows the status Not installed. Open a new browser and browse your website to start the first recording. Make sure to move the mouse around a bit to start a recording. Update the My account page and you should see the status change to Recording. Note: it is important that the domain you used in the sign up process matches the domain name of your website. If your website can be accessed by more than one domain you should add all domains to the website profile. Read more in the section Editing the website details on page 9. 3.2 VALIDATING THE EMAIL ADDRESS In order to prevent automated account creation you are required to validate your email address. This is done by clicking the validation link in the email that has been sent to you. If you fail to validate your email, your account will be deleted after a week s time. 3.3 SUPPORT OF SESSION-DEPENDENT PAGES 4 / 23
The normal recording method only requires the javascript code to work. When a page is recorded all data about the mouse and keyboard activity is sent to the Mouseflow servers. The page contents is crawled and cached by the Mouseflow servers and displayed when playing back the recordings. This recording method is sufficient in many cases, but it has one significant drawback: if the page contents that is displayed to the user is dependent of the particular session if the pages are behind a login, if the page displays a shopping cart or a checkout page, or is the content is IP- og geotargetted then the playback will not show the correct contents. Mouseflow offers an alternative recording method where the page contents is sent through a so-called proxy script to the Mouseflow servers, thereby securing that the exact page contents, as seen by the user at the moment of the recording, is shown during playback. The method requires that you are able to upload a server-side script that can be executed by the web server. We offer scripts in most of the popular script languages (ASP.NET, ASP, PHP, JSP, Ruby, Python and Perl). You have to have a paid subscription to use this method. The method is activated like this: 1. Click Edit on the websites list 2. Under the section Installation, click Session support. 3. Follow the on-screen insctructions. If you keep getting an error message when testing the script, try to browse the URL in a normal browser. If you don t get the text TEST OK, you ll probably see either an error message or the proxy script in plain text. In this case, consult your ISP or web administrator to find out how to upload executable scripts. 5 / 23
4 MANAGING THE ACCOUNT When you are signed in to your account you can monitor the number of recordings left on your current subscription and the subscription type on the green status line. If you run out of credits and want to upgrade your subscription, follow the link Upgrade now. On the start page of your account, where the website list is shown, you can also view the maximum number of websites allowed and the date of the next subscription cycle. On this date your account will be refilled with recording credits, according to your subscription type. If you want to view or edit your account details, click the menu item Account in the top menu. 4.1 VIEWING THE ACCOUNT DETAILS You can view your account details my clicking the Account menu item. Your personal information is listed in the section Account owner details. Your name and address is not present unless you input it voluntarily or upgrade to a paid subscription plan. Your subscription details are listed in the section Subscription. 4.2 EDITING THE ACCOUNT OWNER DETAILS You edit the account owner details by hitting the Edit details button. You are asked to decide whether you are registering as an individual or as a company. If you register as a company you are also asked to type in your VAT no., if you have one. Hit Save when you are done. 6 / 23
If you want to change your e-mail address or password, hit the Edit button under the section Email and password. Type in your new email address and/or your new password in the Password and Repeat password fields. Hit Save when you are done. 4.3 CHANGING SUBSCRIPTION PLAN You can at any time upgrade or downgrade your subscription by following the Upgrade link in the green status line. There are different subscription types with different terms and prices. Upgrades happen immediately after the payment has been registered. Downgrades happen automatically at the beginning of the next subscription cycle. First select the subscription plan that best fits your needs. If you haven t registered your name and address, you are required to do so before continuing. Hit Next when you have chosen your subscription. On the next screen you are asked to input your contact information and choose your payment option. Mouseflow offers payments by credit cards (handled by RBS WorldPay) and by PayPal. 7 / 23
When you click Pay with credit card or Pay with PayPal you are redirected to WorldPay or PayPal. Please check that the monthly amount corresponds to the monthly price of the subscription plan. If you are a non- VAT-registered EU resident or a Danish company, we ll add 25% VAT to the price. When you have completed the payment you will be redirected back to the Mouseflow website with an indication of a successful subscription change. PayPal processes your payment which can take a couple of minutes. You will receive an order receipt and an invoice with a payment confirmation by email. 4.4 CANCELLING THE ACCOUNT If you want to cancel your Mouseflow account and delete all your recordings, reports and analysis data, use the Cancel account feature. Please note that you can also downgrade to the free plan if you want to keep your recordings but stop the payments. In this case recordings are saved according to the terms of the free subscription plan, so be aware that recordings older than one month are deleted. In order to cancel the account completely, hit the Cancel account button and confirm the action by hitting the confirmation button. Please read our terms of service if you have any questions regarding the account cancellation. 8 / 23
5 WEBSITE LIST 5.1 THE LIST OF WEBSITES The list of websites is the first page showed when signing in. It can later be found by clicking the menu item Websites. The page shows a list of websites associated with the account. You can see the website name, the recording status, the number of recorded visits along with links to edit the website, viewing website statistics, viewing recordings and analyzing pages. You can sort the list by clicking the column headings. The recording status can be one of the following: Not installed Recording Paused Stopped Means that the recording script has not yet begun recording Means that the website is currently being recorded Means that the number of recording credits have run out. Recording will resume as soon as more recording credits are available. Means that you have manually stopped recording 5.2 EDITING THE WEBSITE DETAILS Click the Edit link on the websites list to edit the website settings. The edit page shows the website settings, the recording script and the recording status. Click the Edit details button to start editing the website settings. Website name is the name of the website used within the Mouseflow website. The name has no effect on how the recording is carried out. Domain is one or more domain names that the recording script is associated with. If your website can be accessed through multiple domains, key in all the domains and separate them with a line break. If recording is attempted on a domain that is not in the list, the recording will not start. You do not have to include www. before the domain name. 9 / 23
Recording rate is the fraction of visitors that are recorded. If you website receives, 1000 daily visitors, and you don t want to spend all your recording credits in the beginning of the month, you can set up the website to only record 1/10 of the visitors by typing 10. Type in 1 if you want to record all visits. Alignment is used to tell Mouseflow whether your website is left aligned, centered, right aligned or flexible (width is adjusted to the browser width). This is needed in order to make the playbacks accurate as possible. Width is used if your website is centered or right aligned. Type in the width of your website in pixels. You can use a ruler add-on for your browser, for example this Firefox add-on: https://addons.mozilla.org/en-us/firefox/addon/539 Page identifiers is the list of query-string variables that are used in your website to identify unique pages. Query-string variables are the ones written in the address bar of the browser. An example is this URL: http://mywebsite.com/viewproduct.aspx?category=4&id=45. Here the variables category and id are used in the page to control what content is shown. If your website uses these variables to control page contents, and you want Mouseflow to recognize the pages as unique, you should input all variable names separated by comma. Excluded IP addresses is used if you can to block recordings from certain IP addresses. This is useful if you want to filter out recordings made by yourself or anyone at your office. Separate multiple IP addresses by line break. Hit Save when you are done. 5.3 MANAGING THE RECORDING STATUS The recording status of the website can be controlled by either stopping or starting the recording. The recording can only be started if the script is installed and you have recording credits on your account. Click the link Stop recording to stop the recording, and click Start recording to start recording. If the recording status is Paused it means that the recording credits are used, and that the recording is suspended until more credits are added. The recording starts automatically when the credits are available. 5.4 REMOVING A WEBSITE You can remove a website profile completely from Mouseflow, thereby deleting all recordings and analysis data from Mouseflow. If you want to cancel your Mouseflow account, this is done under the menu item Account. 10 / 23
To remove the website, click the button Remove website, and confirm the action by clicking the confirmation button. 6 WEBSITE STATS Mouseflow keeps a record of general website statistics for all active websites. Click the link View stats on the website list to access these statistics. 6.1 HOW TO READ THE WEBSITE STATS AND GRAPHS The graph shows the number of recordings made per day (the default period is the last 30 days). In the Visits section the following values are shown: Recordings is the total number of recordings in the selected period Page views is the total number of recorded page views in the selected period Recordings per day shows the average number of recordings per day Pages per recording shows how many pages the average user visits. Avg. visit length shows the average length of a visit Avg. interaction time shows the average amount of time the visitor uses to interact with the website. This measure equals the avg. visit length minus the inactive browsing time (where no mouse movement or keyboard action is performed in the browser window). Bounce rate shows the percentage of visitors that leave the website a few seconds after they entered the page. Note that other analytics tools use the term bounce rate to measure how many visitors only visited one page on a website. Mouseflow s bounce rate percentage is a far more accurate way of measuring how many visitors truly bounced. 11 / 23
The section Pages has the following measures: Pages shows the number of unique pages recorded Avg. HTML size shows the average size of the pages HTML source in kilobytes. Avg. server response time shows the average time it takes for the web server to send the pages. Note: this measure depends on the physical location of your web server, so use it as a relative measure. Avg. total loading time shows the average time it takes for the pages to finish rendering in the visitors browser. Note: since the recording script has to load before measuring the total loading time, this measure may not be accurate, but can be used as a relative measure. Avg. page height shows the average page height in pixels Avg. fold position shows the average height of the visitors browser window (viewport) Page error rate shows the percentage of pages that returned a HTTP error (e.g. 404 Not found). Click the View pages link to get a list of recordings of pages that contain HTTP errors. Below the two mentioned sections are page charts showing: Most popular pages: pages with most views Most clicked pages: pages that have received most clicks Longest visit time: pages that have the longest total visiting time Longest interaction time: pages where visitors have spent most active time. Least scrolled pages: pages where the scroll reach is lowest. Slowest responding pages: pages with the longest server response time Heaviest pages: pages with largest HTML source Slowest pages: pages with the longest rendering time Longest pages: pages with largest pixel height 6.2 ADJUSTING THE DATE SPAN You can adjust the date span by using the drop down box or by defining a custom date range. Click Update to update the statistics. 12 / 23
7 RECORDINGS 7.1 VIEWING THE LIST OF RECORDING SESSIONS The list of recorded visitor sessions is accessed by clicking the menu item Recording, or by clicking View recordings in the website list. The default list shows today s recordings sorted by the latest recorded activity. You can alter the sorting by clicking on the column headings. The list shows the origin country (hover the flag to see the country name and the client s browser language), the link source (hover to see the complete referring URL), the entry page, the latest activity time (hover to see the actual date/time), the number of pages, the visit duration and the browser/os (hover to see the complete user agent info). You can search for recordings by using the search box, and you can adjust the number of items per page and flip through the pages by using the controls above the list. To see the single pages in a recording, click the View pages icon ( ). To play back a recording, click the play icon ( ). 7.2 FILTERING THE RECORDING LIST Use the controls to the right of the list to filter the recording list. You can control the period by using the drop down box or selecting a custom date range. You can narrow the results by selecting the minimum and/or maximum number of pages and the minimum and maximum visit length. You can specify the entry page, country, browser, operating system, link source and screen resolution. By filtering the results you can quickly find the recordings you want to replay or investigate further. 13 / 23
7.3 SINGLE PAGEVIEWS MODE If you click the View pages icon ( selected recording. ) in the recording list you are redirected to a list showing the page views in the The list shows the country, the start time, the URL, the duration, the interaction time (total duration minus periods without activity mouse movements, keyboard events, etc.), the scroll percentage (how far down the visitor scrolled down on the page), the browser and form interaction info. The form interaction info shows if the visitor has focused one or more fields (focus), if the visitor has inputted text or changed the value of the field (change) and if the visitor has submitted a form (submit). Instead of just viewing the page views of a single recording, you can also choose to view all single pages. This is done by clicking the View all single pages link in the green message box. To play back a recorded page, click the play icon ( ). 7.4 FILTERING THE SINGLE PAGEVIEWS LIST The list of single page views can also be filtered like the list of recordings. There are, however, a few differences in the filtering options: Instead of specifying the number of pages, you can specify the number of clicks on the page. You can specify the page you want to look for, and you can also specify that you want to see pages that was visited before or after a certain page. This can be useful if you want to investigate the entry path for a page. You can also select only to see entry pages, exit pages and middle pages that are neither entry nor exit pages. The form interaction level can be specified and the HTTP status code. The latter can be used to find pages with 404 Not Found codes, or pages with server-side errors. 7.5 PLAYING BACK THE RECORDINGS When clicking the play icon in either the recording list or the single page list, a popup window appears with the recorded web page in. Playback starts automatically as soon as the page has rendered in the window. Use the play and pause buttons to control the playback, and use the select box to select the page you want to play. You can tick the Skip pauses checkbox if you want to skip periods without activity. Details about the recording is shown in the header to the right of the page select box. 14 / 23
When a page playback is finished, the next page is automatically played. When the whole session ends, an alert box appears. You can seek back and forth in the playback by clicking the scrub bar with the mouse. Notes about the playback Mouse movements, clicks, scroll events, window resize events and keyboard actions can be viewed in the playback. The window size of the web page reflects the window size that the visitor had while recording. The HTML page that is shown is retrieved from the Mouseflow cache so that the content reflects how the page looked when the recording took place. In order to do this Mouseflow periodically crawls the contents of your web pages. Note that Mouseflow cannot show password-protected or personalized pages since the pages are crawled by the Mouseflow service. This feature is on the drawing board and will be announced as soon as it is available. The playback may not be 100% accurate since it is not a real video recording, but rather a series of mouse and key events that are fired in your browser to make it look like a video playback. AJAX calls and advanced javascript functionality might also not work as intended in the playback. 7.6 DOWNLOADING RECORDINGS You can download recordings to your local computer by clicking the download icon ( ) in the playback window. You ll get a zip file that contains the files needed to play back the recording from your local environment. This feature is useful if you want to share recordings with your colleagues or if you want to show it at a presentation. The local playback does not interact with Mouseflow servers and it will work indefinitely, also when you no longer have a Mouseflow account. 15 / 23
8 PAGE ANALYSIS 8.1 VIEWING THE LIST OF PAGES The list of unique pages is accessed by the menu item Page analysis, or by clicking the Analyze pages link in the website list. The list shows all recorded unique pages along with statistical data for each page. The statistics represent the average values of recordings the latest 30 days. The values are: Views: The number of recorded page views Visit: The average visit duration on the page Interact.: The average interaction time the page (Visit length minus periods of inactivity) Bounces: The average bounce rate of the page Clicks: The average number of clicks per page view Load time: The average total rendering time in the visitor s browser Resp. time: The average server response time for that page Scroll: The average percentage of the page that the visitors see Height: The page height Size: The size of the page HTML The default list is sorted by the pages with most views. You can alter the sorting by clicking on the column headings. 16 / 23
You can view the page on the original website by clicking the View this page ( analysis information by clicking the Analyze this page ( ) icon. ) icon. You can view detailed 8.2 READING THE DETAILS OF THE PAGE ANALYSIS The page analysis page is reached by clicking the Analyze this page ( ) icon on the page analysis list. The graph shows the number of recorded page views made per day (the default date span is the last 30 days). In the Page views section the following values are shown: Page views is the total number of page views in the selected period Views per day shows the average number of recorded page views per day Avg. visit length shows the average length of a page view Avg. interaction time shows the average amount of time the visitor uses to interact with the website. This measure equals the avg. visit length minus the inactive browsing time (where no mouse movement or keyboard action is performed in the browser window). Bounce rate shows the percentage of visitors that leave the website few seconds after they entered the page. Note that other analytics tools use the term bounce rate to measure how many visitors only visited one page on a website. Mouseflow s bounce rate percentage is a far more accurate way of measuring how many visitors truly bounced. Page error rate shows the percentage of pages that returned a HTTP error (e.g. 404 Not found). Click the View pages link to get a list of recordings of the page that contained HTTP errors. The section Page information has the following measures: Avg. HTML size shows the average size of the page s HTML code in kilobytes. Avg. server response time shows the average time it takes for the web server to send the page 17 / 23
Avg. total loading time shows the average time it takes for the page to finish rendering in the visitors browser. Avg. page height shows the page height in pixels Scroll percentage shows the average height of the visitors browser window (viewport) You can adjust the date span by using the drop down box or by defining a custom date range. Click Update to update the statistics. Use the link Click Heatmap to view a heatmap showing clicks on the page (see below) Use the link Viewport Heatmap to view a heatmap showing what part of the page was viewed by the visitors and how long they spent on the different parts (see below). Use the link View recordings to view the list of recordings made of the page. 8.3 THE CLICK HEATMAP When clicking the link Click Heatmap or the icon ( ) on the list a popup window appears. The window shows the web page with a heatmap overlayed on top. The heatmap shows the areas that have received clicks by the visitors in the period defined by the date and period controls in the page header. Areas with a high click density are marked with warm colours, and areas with a low click density with cold colours. See the color legend in the page header. In the right side of the page header you can see a summary of the page statistics. The heatmap contains link analytics data on each link on the page. See more in section 8.6. 8.4 THE MOVEMENT HEATMAP When clicking the link Movement Heatmap or the icon ( ) on the list another popup window appears. 18 / 23
The window shows the web page with a heatmap overlayed on top. The heatmap visualizes the area that have received most attention from the user, or more precisely, areas that have received most mouse movements, in the period defined by the date and period controls in the page header. Areas with a high mouse activity are marked with warm colours, and areas with low mouse activity with cold colours. See the color legend in the page header. In the right side of the page header you can see a summary of the page statistics. The heatmap contains link analytics data on each link on the page. See more in the section below. 8.5 LINK ANALYTICS The Click and Movement heatmaps both contain link analytics data. Each link on a page is tagged with a progress bar and a figure. When you hover this bar you ll see a layer with additional analytics data from that link. The rows Clicks and Hovers displays the number of clicks and hovers (roll-over) the link has received, along with the percentage of the total number of clicks and link hovers the page has received. Hover-to-click rate shows the percentage of visitors that hovered the link, that also clicked the link. This figure can be defined as the hover conversion rate and gives an idea about the effectiveness of the link. 19 / 23
Hover-to-click time (or hesitation time) shows how long the visitors take to click on a link after they have hovered it. If links have a high hesitation time, this may indicate that the users are unsure if the link is really a link, or if the destination/action of the link is not clear. Hover time shows the length of an average roll-over (also when it does not result in a click) Hover order shows in what order the link has been hovered, compared to the other links on the page Clicking visitors shows how many visitors have clicked on the link Time before hover and Time before click shows the average amount of time that has passed before the link is hovered of clicked. You can control which of the figures above should be displayed in the progress bar, or you can disable link analytics, by using the drop-down box in the top bar. 8.6 THE VIEWPORT MAP When clicking the link Viewport Heatmap a popup window appears like the one below: The window shows the web page with a heatmap overlayed on top. The heatmap shows visitor characteristics related to the vertical position on the web page. The heatmap can be of three different types: Visibility: The heatmap visualizes the percentage of visitors that have reached the different parts of the web page by scrolling down. The colour red means 100%. Time: The heatmap visualizes the amount of total time spent by the average visitor, including periods of inactivity. Interaction: The heatmap visualizes the amount of active time spent by the average visitor. Periods of inactivity have been filtered out. 20 / 23
If you want precise data about a specific part of the website, hover the mouse over the heatmap. A popup window appears and presents information about visitor percentage, total and interaction time for the given line. The map type and the period it represents can be altered by the controls in the page header. 9 FAQ Q: How does Mouseflow work? A: Mouseflow works by sending small periodic data packages (around 2 KB) from the client to the central servers while a visitor session is active. Data from the whole user experience is recorded, and not just a snapshot of the session. This means that the web analytics is far more precise than traditional web analysis tools, and that you can get insights on how the users interact with the pages before moving on to the next. Q: Which OS and browsers do you support? A: Mouseflow runs smoothly on IE 7+, Firefox 3+, Chrome 3+, Safari 4+, Opera 9+, and presumably many more. It runs on both PC, Mac, Linux and mobile environments such as Android, Symbian, iphone OS and Windows Mobile. Q: Does Mouseflow affect users' browsing experience? A: Quick answer: No. Longer answer: First time users download a js script of about 24 KB, and a beacon of 2 K is sent from the browser to Mouseflow once every 5-10 seconds, depending on the visitor behavior. This is unnoticeable for over 99% of the visitors. But some IE6 users on slow machines might feel a difference in the browsing speed. Q: How will visitors privacy be affected? A: Information about the browser (type, version, screen size, etc.), basic information about the user (IP address, language, time zone) and data containing mouse movements, clicks, scroll events and keystrokes are sent to Mouseflow. No personal data is ever sent, and no data is ever shared between websites. The script does not use thirdparty cookies. No data is shared with third parties, except for data in summarized form. Keystrokes from password fields are not recorded or sent over the network. Mouseflow recommends that you make you users aware that some visitor sessions are recorded. Read our privacy policy (http://mouseflow.com/pricacy) for more information. Q: Does Mouseflow work with members-only pages, SSL-pages and AJAX calls? A: No, not yet. This will require that the website owner installs a script on the web server in order to be allowed to send the page HTML to us. The feature is on the drawing board. Q: Can I cancel my account? And what happens to the recordings? A: You can cancel your account at any time. All recordings and analysis data is deleted from our servers. Q: What are the terms when I upgrade or downgrade my account? A: Upgrades occur immediately. The billing cycle is reset and remaining recording credits are passed on. Downgrades are set to occur at the beginning of the next billing cycle. Mouseflow does not refund payments. For more information, please read our terms of use (http://mouseflow.com/terms). Q: The playback does not work correctly on some of my pages. What to do? A: Please submit your issues through the contact form (http://mouseflow.com/contact). And please note that it is not guaranteed that Mouseflow can playback all visitor sessions correctly. Q: Can I download the recordings and the analysis data from your website? A: Unfortunately, not yet. An export option for spreadsheets is under way, and a method for downloading whole recordings is also planned. 21 / 23
Q: Can I limit the number of recordings per day? A: Yes you can. On the Websites list, click Edit. Under Website details, click Edit details. Set the recording rate to the wished number. Mouseflow will then only record one of every XX visitor (XX representing the number you wrote) Q: I have feedback or new ideas. Where do I post them? A: So far, submit your feedback through the contact form (http://mouseflow.com/contact). A full-fledged discussion forum will be installed at a later stage. 22 / 23
10 TWEAKING THE RECORDING SCRIPT 10.1 WHERE TO PUT THE SCRIPT? Normally we suggest that you put the recording script in the <head> section of your pages. This ensures that the script is loaded fast so that it can record as much as possible. However, even though the script is small in size (14 KB), loading the script introduces a small delay in the loading of the rest of the site elements. If this becomes a problem, we suggest that you put the script at the end of the <body> script, just before the </body> tag. 10.2 BLOCKING SENSITIVE DATA If you have input fields with sensitive data that you don t want Mouseflow to track, you can add the class nomouseflow to the field. Examples: <input type= text name= sensitive_data class= no-mouseflow /> <input type= text name= sensitive_data2 class= my-field no-mouseflow /> Password fields are never recorded by Mouseflow. 11 TROUBLESHOOTING AND KNOWN ISSUES I ve installed the script line on my website, but the recording does not start 1. Check the source code. Check that the script is in the <head> section of the pages that should be recorded. 2. Check the domain(s). The website domain should match the domain provided to Mouseflow. I ve just signed up, and the recordings have begun, but the heatmaps don t work The heatmaps are generated once every day. So the first heatmaps can be delayed up to 24 hours. 23 / 23