Session videos give you a firsthand look into a customer's journey through your online store. By reviewing a session video, you can see everything your customer did, where they encountered errors, and which errors may have prevented them from completing their purchase. Session Search tracks each unique user session on your eCommerce site. By default, sessions are organized by Recent Friction Factor. This sorts the list by Friction Factor/FrictionFactorDef while prioitizing sessions from the last seven days.
Session Search is useful for matching customer support tickets to session videos. If a customer reports a bug that prevented them from completing a purchase, collect as much information from them as possible, and use those data points to search the sessions table. Once you find the customer's session, you can more easily diagnose the problem, and determine whether it requires debugging work.
Narrowing Search Results
When hunting for a specific user session, or a subset of sessions that highlight a specific error, you have several options to filter out irrelevant sessions and more easily pull up sessions that meet your search criteria.
Date & Time
If you're diagnosing an error that occurred at a specific time, filter the list of sessions by selecting a specific time zone and a start and end time. For example, if a customer reports an error encountered on Tuesday at 9:15 AM PST, filter by the customer's time zone, set the start time to Tuesday at 9:10 AM and the end time to Tuesday at 9:20 AM. This should retrieve results that include the customer's session.
Noibu also provides a menu of filters to zero in on sessions with specific attributes. You can apply multiple filters in tandem to narrow search results as much as possible.
- Browser ID: Filter by a user's Browser ID. This is a Noibu-specific feature, and is useful for tracking multiple sessions by the same user. For example, a user who encountered an error that prevented them from checking out might come back after a few days to try again.
- IP Address: Filter by a user's IP address.
- Issue ID: Filter by sessions that include a specific Noibu Issue ID.
- Visit the Funnel or All Issues page to retrieve an Issue ID.
- Help Code: Filter by the help code, a six-digit code provided by a shopper to identify their session. Learn more about Help Code.
- OS: Filter by operating system: Android, iPhone, MacOS/iPad, or Windows.
- Browser: Filter by sessions on a specific browser: Safari, Chrome, Firefox, Internet Explorer, Edge, or Webview.
- User Clicks: Filter by sessions where a user clicked on a specific button. For example, Add to Cart.
- CSS Class: Filter by sessions where a user interacted with a specific CSS class. For example: button-checkout, lock-smith, css-pretty.
- Last Repo Step: Filter by the last step a user took before an encountering the error. For example, Place Order.
- URL: Filter by the URL path where the user encountered the problem. For example, enter "checkout" to pull up sessions that include any URL that includes "checkout."
- Min Page Count: Filter by sessions that include a minimum number of distinct pages visited. Options are 3, 5, and 10.
- Min Error Count: Filter by sessions that include a minimum number of errors. We recommend leaving this at 0; sometimes customers experience issues that don't involve technical errors, like bad UX design. These sessions are still worth viewing to improve the customer experience.
- Session Symptom: Filter by sessions that include a specific session symptom.
- Last Funnel Step: Filter by sessions that end after a specific funnel step. These options align with the high-level stages of the purchase journey as outlined in the Funnel Statistics section: On Site, Added to Cart, Checkout Started, Place Order, and Checkout Completed.
- Contains Funnel Step: Filter by sessions that contain a specific funnel step. These options align with the high-level stages of the purchase journey as outlined in the Funnel Statistics section: On Site, Added to Cart, Checkout Started, Place Order, and Checkout Completed.
- Custom ID Name: Filter by sessions that contain a custom ID entered via the NoibuJS SDK. This filter must be an exact match to pull up relevant sessions.
- Custom ID Value: Filter by session that contain a custom ID value entered via the NoibuJS SDK. This filter must be an exact match to pull up relevant sessions.
Learn more about the Funnel and Issue Trends.