What does the Web Visit tab report on?

Environment:

Web Visit Tab, Incident Workspace

Resolution:

You might find it helpful to know what information contacts viewed on the end user pages before they submitted their question. On the Web Visit tab of an incident, you can see what questions they viewed and any searches they performed. In addition, the customer’s source IP address, operating system, and browser information are provided.

The 'Web Visit' tab uses the standard report, Incidents Web Visit Tab which pulls data from the 'clickstreams' table. The clickstreams data is populated by the dqa (delayed query aggregator) utility which runs every 15 minutes (at :00, :15, :30 and :45 minutes of each hour). This means that the Web Visit tab should be populated within 15 minutes of the incident creation. 

Note: Web Visits were previously called Sessions in earlier versions.

For more information on this and other tabs within the standard incident workspace, see the 'Record tabs' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.