Verify that Digital Behavior Analytics Recording is Working

Prerequisites

Verify that your website is ready to record sessions with DBA

  • Open a new incognito window in your Google Chrome Browser.
  • Navigate to the web page you want to test.
  • Press F12 (fn + F12 on Mac)  to open the browser debug console.
  • Copy and paste the following JavaScript in the console:
(function () {
    var s = document.createElement("script"); 
    s.setAttribute("src", "https://gateway.foresee.com/code/0.0.0-mp.latest/integration-test.js");
    document.head.appendChild(s);
})()

The script can report the following issues:

Issue

Solution

Could not find DBA recording code on the page!

Ask support to enable DBA recording for your site.

Answerscloud integration code found!

You are using an outdated version of the integration code. You are using an outdated version of the integration code. Ask support for an updated version of your integration code.

Verint XM Web SDK Version > 19.13 not found

Ask support to upgrade your environment to the latest Web SDK version.

Web socket not working!

The script cannot create a web socket connection to the DBA server. If you use a strict Content Security Policy (CSP), see this topic for details to update them for DBA.

If you do not use a strict CSP, your network/proxy/VPN/Browser Plugin (such as Ghostery, certain Adblockers) may block web socket connections to outside hosts or specifically to hoover.foresee.com. Execute the script on an unrestricted environment to verify.

JSON.stringify() is broken by prototype.js

Upgrade to a protoype.js version >= 1.7.0 or remove the prototype.js framework from your site
or
ask support to exclude domains/paths using the framework from tracking.

Site is not using HTTPS

Set up your site to support HTTPS connections. A self-signed certificate is sufficient.

Verify that the website you wish to record is available on the public internet

This prerequisite currently cannot be checked by the script included above.

Most production environments are publicly available, unlike testing or staging environments. The following conditions can block access to your web server:

  • Your server is using a private IP address that servers outside your network cannot access.
  • Your firewall is blocking outside access to your staging or testing system. In this case, you might be able to whitelist the IP addresses of the DBA servers.
  • Your site has a login area, and access to resources like style sheets or images requires prior authentication. This is unusual, but whitelisting the DBA servers' IP addresses for this kind of authentication will resolve the issue.

If the DBA servers cannot access your web server, your replay sessions may be recorded, but styling and images will not be present during session playback.

Record a session

If you upgrade from ForeSee Legacy Replay or only have a Digital Behavior Replay license, only sessions where users fill out a survey or submit Feedback will be recorded. Customers with a full Digital Behavior Analytics license can also record sessions independently from a submission.

To record a session, navigate to a section of the site that shows a survey or feedback button and submit it. We recommend not to frequently select "Don't know", or the Verint XM system will filter the survey.

In some cases, you can also initiate a survey by executing: FSR.showInvite() in the JavaScript console.

You can then visit additional pages of your site that you wish to include in your recording.

Verify that data is sent to the DBA servers

To verify that replay capture is running for a survey, you must trigger a survey invitation and observe the recording service running over the network traffic in the browser’s developer tools. To begin testing, force a survey invitation using the browser’s JavaScript console.

a. Open the JavaScript Console (F12).
b. Go to the Network tab. (1)
c. Clear the contents of the history. (2)

d. Open the Console tab. (3)
e. Type FSR.showInvite(); in the console prompt and press enter. (4)
f. Accept the invitation that is shown for a survey. (5)

When the survey invitation is accepted, return to the "Network" tab of the console. You should see a WebSocket connected to https://hoover.foresee.com. This indicates that the session recording is running successfully.

Verify Recording

Surveys are processed overnight and Feedback needs between 2 and 4 hours. Your recording is available to view in Predictive Experience when processing and feedback is complete. This table provides issues and solutions if your replay session does not display as expected:

Issue

Solution

The recording does not show up.

Please verify if all prerequisites listed previously in this topic are met. Wait up to 16 hours for processing to complete.

Styling or images are missing.

Please verify if all prerequisites listed previously in this topic are met.

The session recording does not start at the beginning of my session.

Before a feedback or survey submission, recording data is stored in the local buffer of the user's browser. This buffer is limited and will discard page impressions at the beginning of the session when it is depleted.

Masking is not applied correctly.

Please send support the URL of the recording in Predictive Experience, a screenshot and a description of the masking you wish to apply in future recordings.

Get Support

Please contact Verint Support and include the following information for a quick turnaround:

  • A description of the problem (if possible, include screenshots)
  • The output from the script above
  • The date and time of your recording
  • If applicable, the URL of the website and the recording in Predictive Experience
  • If applicable, test credentials for website sections that are non-public
  • If possible, ways to access your test or staging environment