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Web Visit Reporting and Billable Sessions
Answer ID 4057   |   Last Review Date 01/13/2020

What are "web visits" and how are they configured?

Environment:

Customer Portal, Web Visits, Billable Sessions
Oracle Service Cloud

Resolution:

Introduced in the May 2010 release, a "web visit" is a series of enduser interactions that can span one or more billable sessions.  The length of a web visit is configurable and allows an organization to track and report on activities by a single user for up to 12 hours.

In earlier releases, a billable session is defined as a unit of 15 minutes of enduser activity.  From the May 2010 release onward, that definition instead refers to any 15-minute period of time within a web visit that contains user activity.  This change is an improvement in several important ways:

  • A visitor who spends more than 15 minutes on an Oracle Service Cloud site is no longer viewed as multiple visits, and their activity is more accurately recorded in analytics.
  • Service agents are now able to view all of the enduser activity for a visitor - not just the most recent 15-minute session.
  • Oracle Service Cloud customers will now be able to configure their web visit length to match the same metric in any third-party web analytics tool.  (Oracle Service Cloud does not guarantee that its web visit statistics will match those of a third-party tool).


Session examples:

A five minute user visit
    •   Result: A single billable session

Consistent user activity for five minutes results in one Billable Session.


A twenty minute user visit of uninterrupted activity
(one click per minute)
     • Result: Two billable sessions

Consistent user activity for twenty minutes results in two Billable Sessions.


A forty minute user visit with activity at the start, in the middle and at the end
(at 0 minutes, 20 minutes and 40 minutes into the visit)
     • Result: Three billable sessions

Sporadic user activity for 45 minutes results in 3 Billable Sessions.


A two hour user visit with activity at the start and end of the visit
     •   Result: Two billable sessions

A two hour user visit with activity at the start and end of the visit results in 2 Billable Sessions.


Related Configuration Settings
 Configuration Setting Notes
 VISIT_INACTIVITY_TIMEOUT Defines the period of inactivity (in minutes) after which a visit to Customer Portal will expire.

A visit is used to group together the series of activities by a particular visitor to the Customer Portal pages.

A new visit will be generated under following conditions:
- The visitor is inactive for longer than VISIT_INACTIVITY_TIMEOUT minutes
- The hard limit defined by VISIT_MAX_TIME is hit
- The browser is closed
- A visitor's browser does not have support for cookies and the visitor navigates away from Customer Portal

The minimum value is 15; default is 30.
 VISIT_MAX_TIME Defines a hard limit for the length (in minutes) after which a visit to Customer Portal will expire.
A visit is used to group together the series of activities by a particular visitor to the Customer Portal pages.
If a visit extends past the VISIT_MAX_TIME setting, a new visit and corresponding session id will be generated.
The maximum allowed value for this field is 720 minutes (12 hours).
Default is 240 minutes (4 hours).
CP_LOGIN_MAX_TIME Defines a hard limit for the length of the user login cookie (in minutes). If a visit extends past the CP_LOGIN_MAX_TIME setting, the user will be required to login again. Default value is 0, which means that the login cookie will expire based on user inactivity specified by the CP_LOGIN_COOKIE_EXP configuration setting.


For more information, refer to the Customer Portal Visit Information section in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

If you have questions around what generates a session and how you can prevent inaccurate session billing on your site please review Demystifying Session Usage (PDF). Some simple mis-steps in customization and configuration can increase billable sessions.  For more information, see Session usage information.

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