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Blueprint

Replay

Replay Overview

ForeSee® Replay generates a video recording of a survey respondent's experience with your web site. The Web-Based Player used to view these recordings offers features and functionality for the analysis of the session.

With Replay activated, the ForeSee® SDK starts capturing user behavior of a session when a visitor comes to your site. Then, when a visitor submits a survey, that behavior is compiled along with assets that ForeSee saves from the site. This data is sent to ForeSee servers for compiling into a video format, which is playable in CX Suite's Web-based Player. In the case of a Feedback survey being submitted, where the survey is completed before the end of the visitor session, the recording is transferred when the respondent leaves the site. If a visitor does not complete a survey, the video is deleted and is not sent to the database.

Replay with WebSDK v 19.7+

With the release of Web SDK version 19.7.0, ForeSee introduced numerous fixes and enhancements to the Replay engine. Therefore, it is highly recommended that any Replay customer upgrade the Replay code package to SDK version 19.7+ to take full advantage of these enhancements. Here are the benefits that WebSDK v 19.7 + offers:

  • Overcome many old limitations

    • 19.7+ collects assets more reliably
    • 19.7+ integrates with single page applications more reliably
    • 19.7+ has important small performance and quality fixes (detailed release notes that describe the many bugs and small improvements can be found here.
  • Replay collection success rate is much higher.

  • Replay has more diagnostic support which allows ForeSee's Support and Development teams to track down and fix issues more efficiently.

  • Replay is deployed with all text masking by default, which allows users to implement Replay easier and quicker than older SDK versions allow.

  • WebSDK v 19.7+ deploys a web-worker that gives customers a 10X improvement on mobile battery life and reduces the number of calls to the server, resulting in better site performance metrics than the legacy product.

Additionally, older versions of Replay are built on top of unmaintainable end of life technology. Therefore, support for bugs and other issues is limited for SDK version older than 19.7++.

Configuration Options

There are a number of ways to apply Replay's functionality. Replay can be configured to record (or not record) certain pages of your website. You can also record or block recordings for specific users that can be identified by a cookie, Javascript variable, user agent, browser, or URL query string value. You may also omit specific portions of a page that may display Personal Identity Information (PII) as described in the Replay Masking article.

How Long Does It Take to Create a Replay Movie?

For a CX Measure survey, the Replay movie is created overnight and is available the following day.
For a Feedback survey, the Replay movie is available around 15 minutes after capture, i.e., after the respondent leaves the site.

What's Captured in a Replay?

Replay movies capture DOM mutations, dynamic HTML, SVG elements, and document iframes. Flash animation, videos, and canvas elements are not captured.

  • Note on iframs: ForeSee cannot record iframe content from another domain, but can only really record document iframes where the documents and assets being injected are available in the page.

Does Replay Impact My Site’s Performance?

Replay has been designed to have a very minimal performance impact to your site. The ForeSee code is designed to load quickly and not interfere with the loading of other elements of your site. See Performance for details.

Additionally, Replay captures only a minimal amount of information while a visitor is browsing your site, e.g., mouse movements, keyboard inputs, etc. By capturing other site elements outside of a user's visit, the amount of data that needs to be captured and transmitted is significantly reduced.

In order to create high fidelity movies, Replay captures data on user inputs frequently. As a result, you may observe a lot of network events/calls. However, each call sends only a very small amount of data and these events should have minimal (or negligible) impact on performance. ForeSee has a restriction on the servers to keep event packets less then 1MB in size or data rejected.

Multiple Replay Movies for a User

In some cases, a session is captured across multiple Replay movies:

  • If a visitor takes a Feedback survey, there are two movies. One captures the visit up to the start of the survey, and the other captures the rest of the visit after the survey was submitted.
  • If a visitor browses across multiple tabs/windows, these are created as separate movies.
  • If you are using SDK Version 16.0.0 thru 19.3.7 and a visitor declines a CX Measure survey invitation but later takes a Feedback survey, only one movie is captured (from the completion of the Feedback survey through the end of the site visit). On 19.4.0+, two movies are created as described in the first bullet of this section.

Accessing Replay Movies

Recordings are stored for a period of 15 months, at which time the files are purged from the database and are no longer available.

The Web-Based Player, which is a user interface for viewing Replay recordings, is accessed from within the Survey > View Responses table in CX Suite. Survey respondents that have a Replay asset show a clickable Replay Icon within the View Responses table (see image below).

Clicking on the respondent brings you to the Respondent Details page displaying the Replay Web-Based Player. Replay presents an added perspective on a survey respondent's experience and often highlights trouble spots where visitors are consistently experiencing issues with the site. With Replay, you can visually understand the user's session and follow the user intent, comparing this to the survey feedback.

If you are an existing client and would like more information about viewing and analyzing Replay movies, see the Replay section of the CX Suite Help Center.

Replay Capture Rate

The capture rate expectation for the Replay product is about 80%, which means that ForeSee systems generate movies about 80% of the time. Replay stores event information in the user's browser storage and then transmits to ForeSee servers. If the user has an older browser that is not on the supported list, their connection is too slow, or something has quickly disrupted the transfer of data, this data may be corrupt or be partially transmitted. If there isn't enough event data (the visit duration is too short), or the information gets corrupted, no Replay movie is created and displayed within CX Suite. This capture rate is a global average across all Replay customers; some clients experience much greater capture rates by simply not encountering the problems stated above.

Replay


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