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Anatomy of a session as reported in the clickstreams table
Answer ID 5103   |   Last Review Date 07/15/2019

How can I "decode" clickstreams table data for one session?

Environment:

Analytics, Clickstreams database table
Oracle Service Cloud

Resolution:

Here is a sample clickstreams session as it would be presented in a report.

       
Click Date       

        Clickstream ID                Action ID                Contact ID       

       First
Parameter       

       Second Parameter       

       Third
Parameter       

        06/29/2017 10:14 AM                 nSQrzU_k                SOURCE       

        0       

        208.72.88.126                google.com                /search       
        06/29/2017 10:20 AM                 nSQrzU_k                SOURCE_CLIENT       

        0       

        Windows XP                Internet Explorer                Mozilla/4.0
(compatible; MSIE 8.0; )       
        06/29/2017 10:21 AM                 nSQrzU_k                /Home       

        0       

            
   06/29/2017 10:21 AM       nSQrzU_k      /ajaxRequest/AccountLogin  

   0  

     
 06/29/2017 10:21 AM   nSQrzU_k  /account/overview

 45

 06/29/2017 10:22 AM   nSQrzU_k  /Home

 45

 06/29/2017 10:22 AM   nSQrzU_k  /AnswerList/Search

 45

 Broken Antenna
 06/29/2017 10:22 AM   nSQrzU_k  /AnswerList

 45

 45, 78, 115, 874,
 1022, 1045
 06/29/2017 10:22 AM   nSQrzU_k  /AnswerView

 45

 1045 Android Phones
 06/29/2017 10:23 AM   nSQrzU_k  /AnswerList

 45

 45, 78, 115, 874,
 1022, 1045
 06/29/2017 10:23 AM   nSQrzU_k  /AnswerView

 45

 115  Antenna Help
 06/29/2017 10:23 AM   nSQrzU_k  /Ask

 45

 06/29/2017 10:24 AM   nSQrzU_k  /ajaxRequest/IncidentCreate

 45

 06/29/2017 10:24 AM   nSQrzU_k  /AskConfirm

 45

 104578
 06/29/2017 10:24 AM   nSQrzU_k  /IncidentView

 45

 104578


Notes about the example session:

  • The clickstream ID (cs_session_id) remains constant throughout the session. The contact ID (c_id) will be populated after a user logs into the site or creates an account.

  • Each Action ID (action_id) will populate the parameters (context1, context2, context3) with different data.  The Action ID is defined for each web page in the customer portal rn:meta widget.  Custom pages may have custom action names.  The example only contains standard actions.

  • Null values are shown above as blanks but may appear as "No Value" in reports.

  • Note that for some functions to be recorded correctly in reporting, a specific sequence of actions is often needed. If a customization adds custom actions in a standard sequence, reporting on functions (such as smart assistant deflection) may be inaccurate.

Notes on specific actions:

  • The SOURCE action (action_ID 1) is the only action that contains the IP address, and referrer information.

  • The IP address is in the 'context1' field while the referrer is a concatenation of the context2 and context3 fields. In determining where the session came from, the clickstreams referrer field on the other actions records is not considered.

  • The SOURCE_CLIENT action lists the user agent and breaks out the OS and browser.

  • The AnswerList/Search action lists the search term for the first parameter.

  • The AnswerView action lists the answer ids (a_id) for the first parameter and answer subject as the second parameter.

  • The AskConfirm and IncidentView actions list the incident id (i_id) in the first parameter.

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