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Session Count Alert Notifications Tool
Answer ID 12064   |   Last Review Date 02/02/2022

The Session Count Alert Notification tool allows you to set an alerting threshold on a daily or monthly basis for either or all of Tier 1, Tier 2 or Tier 3 sessions, and will send you an email if your sessions for that period exceed the threshold. This should be treated as an alert that you should review your clickstreams data for more information in order to identify issues proactively rather than months after they occur. Do note that some care should be taken in choosing this threshold to ensure that all alerts are treated as actionable.

To add an item to the session count watch list:
  1. Click the “Add” button
  2. Select a Billing ID from the dropdown. You will notice that the billing ID is followed by the site name(s) associated with that billing ID.
  3. Select a threshold count which is the number of sessions over which you would like to be alerted.
  4. Select tier 1 to monitor B2C Customer Portal, tier 2 to monitor Knowledge Advanced, tier 3 to monitor Intelligent Advisor, or all to monitor the sum of all tier totals.
  5. Select daily frequency to be notified daily of any session count that exceeds your threshold for the past 24 hours (useful for bot/spider monitoring). Select monthly frequency to be notified monthly on the day of your choosing of any session count that exceeds your threshold for the past month.
  6. Click “Submit”

To edit an item in the session count watch list:
  1. Click on the item Billing ID
  2. Edit as desired
  3. Click “Submit”

What is expected of me as an administrator?

As an administrator on a B2C Service, Intelligent Advisor or Knowledge Advanced site it is critical that you are aware of the Tier 1 (B2C Service Customer Portal), Tier 2 (Knowledge Advanced) or Tier 3 (Intelligent Advisor) usage being generated on your site, and how that usage compares to the sessions for which you are licensed. To this purpose, there are several tools already available to help you understand traffic on your site and the billable sessions it generates:
 
  • The Service Usage Metrics dashboard: available in the Agent Browser UI to administrators. This should be treated as the source of truth for session information. 
  • For metrics that are not yet available in the Service Usage Metrics dashboard,,the legacy CSI tool: available using your credentials for cx.rightnow.com.
  • The clickstreams table: a table available in Analytics that allows access to granular data on individual sessions, where they came from, and what actions they took. This can be used to monitor total sessions from particular IP addresses or ranges. 

There is also documentation available to help you understand your session usage and provide you the information you will need to properly monitor and administrate this part of the application:
 

Remember that monitoring your session usage is a task for your site administrator(s), which is why these tools are provided to you.

Make yourself familiar with the session usage information answer, which includes important details on best practices and policies. 
  1. Proactively ensure that any integrations (monitoring tools, bots, etc. that generate sessions against your site) which you implement are reviewed, and that you understand the impact they will have on your sessions totals. For example, sessions generated inadvertently from your monitoring tools are generally considered your responsibility.
  2. Regularly review the clickstreams table for unusual activity and block IP addresses if you deem them malicious or illegitimate traffic. Oracle B2C Technical Support does not have full visibility into your expected network ranges and expected traffic volumes and sources, so this determination should be made within your organization. Be sure to monitor proactively because clickstreams data is purged regularly (as frequently as 30 days depending on site configuration). 
  3. Concerns about whether particular traffic should be billed to you warrants a conversation with your salesperson, informed by data available to you in the clickstreams table. Should you need support in that conversation in the form of confirmation of how many actual billable sessions were generated by the incident (this is not always obvious from looking at clickstreams data), you can submit a service request with B2C Technical Support, including as much detail as possible. Please do not submit general inquiries requesting that your site's traffic be reviewed for abnormalities as that is the responsibility of your administrator(s).
If you have any trouble, you can contact support as follows:
  • If you have a login for the Oracle Service Cloud Support Site (cx.rightnow.com), please submit a service request here
  • If you do not have access to submit service requests, please get in touch with one of the support contacts associated with your organization. 
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