Opening a session video from the Session List brings you to the Playback tab. Session videos are essential for diagnosing errors. A video of an error occurring gives unique insight into the customer experience, and may help you identify the step, field, button, or process that triggers the error. From there, you can examine your user logs and source code to uncover the error's cause.
The Playback tab has two parts: the Session Player and the Session Timeline.
Through the Session Player, you can watch a customer's session and see where errors impacted their journey. Session videos block out user-identifying information, but you can track the customer's progress by following the mouse movements on screen. You can speed up the playback to 2x, 4x, or 8x. You can also slow the playback down to ½X or ¼X.
The Timeline tracks every event captured in the session video, with timestamps associated to each major action. The session timeline is divided into page views to group videos that track the user’s journey on a specific page. Move between page views by clicking the arrows in the timeline header. You can skip to the next page, or navigate directly to the next page with a captured issue.
A session video is actually made of up several smaller videos, and icons along the left side of the timeline allow you to play or Pin a Video. When a video is active, the play icon turns purple. When a video is pinned, the pin icon turns yellow.
The timeline also includes diagnostic markers that indicate the funnel step present in each video and the primary symptom(s) experienced at each step. You’ll find these markers on the right side.
By default, the timeline excludes http events. However, you can open the Timeline Settings dropdown and check the Show HTTP Events box to view these entries.
The Timeline Settings dropdown also includes the option to Show Page Lifecycle Events. Visit our Guide to Page Lifecycle Events to learn more.