The Sessions tab compiles a list of session videos where the issue has occurred. Some videos may showcase the error in more detail than others, so we advise you watch 5-10 session videos to diagnose an error.
By default, sessions are ordered by Friction Factor/FrictionFactorDef, and each row lists the session's duration, symptoms, browser, operating system, page count, error count, and last funnel step. Click the icon to preview a session, or click the row to view the playback in full.
Reviewing session videos is a useful practice when diagnosing an issue. However, a high-impact issue could be associated to 50+ sessions, and not all sessions will include events that showcase the error occurring. When reviewing session videos while triaging an issue, watch 5-10 videos and pin events that highlight the issue. Pinning a Session saves the video to the Pinned Sessions tab, which makes it easier to find later.
Furthermore, if your online store is built on a third-party eCommerce platform like Shopify or HyBris, you can generate a link to Share an Issue with the provider's support team so they can investigate the issue themselves. Through the link, the provider's support team can only view pinned sessions, so be sure to pin any relevant sessions before sharing the link.