'Tech Talk' webinar on Analytics

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  Todd Stoffer

  September 15, 2022 18:16 (Edited December 19, 2022 20:55)

  The slides and recording from our September 15th session on Analytics can be found below: 

  Recording
  Slides

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  Jessi Hansen

  September 16, 2022 19:32

  Oh no, I missed today's session!  Will you be posting the recordings from that here too?

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  Todd Stoffer

  September 19, 2022 14:02

  Sorry Jessi Hansen I had the wrong date above. That link is for the September 15th analytics session. Is that the one you were looking for?

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  Angela Holly

  November 18, 2022 15:21 (Edited November 18, 2022 20:17)

  Thanks for joining us for the Nov17th session on Analytics. Please reference the first comment for the recording & slides. Below are some of the great questions & answers we received during the session today:

  Question: Does scroll count as an "event" or do we have to send it separately?

  Scroll actions are not collected by Pendo. If you wanted Pendo to be aware of scroll events, you would have to work with your developers to send this activity to Pendo as a track event (programmatic custom event). This is what Pendo collects by default: https://support.pendo.io/hc/en-us/articles/360031862372-Security-and-Privacy#what-data-does-pendo-collect--0-1

  More about track events is here: https://support.pendo.io/hc/en-us/articles/360032294151-Track-Events

   

  Question: For Time in App, if someone is very active during that minute (and views multiple pages, clicks multiple features) does the calculation give one minute for each action — or is it still just one minute?
  
  It would count as one minute total. If there is 1 event in a 60 second bucket or dozens - it would still count as 1 minute of activity. 

   

  Question: "Everyone" means "Everyone EXCEPT Excluded Accounts & Visitors", right?

  Correct. Something else to keep in mind is that Exclude List applies to all default and custom segments, not just the default ‘Everyone’ segment. Technically, excluded events will only appear in the ‘Excluded Accounts & Visitors’ segment. Learn more here: https://support.pendo.io/hc/en-us/articles/360032209171-Listing-101-Exclude-and-Include-Listing#exclude-list-0-0

   

  Question: I'm new to Pendo, but would there be cases that we need to tag things in the lower environment, not the production environment?

  Not necessarily. Often the two environments are mirror images of each other - so tagging in production is fine. There are some additional settings required for the designer to load - which some companies omit from their product environment so they do all of their tagging and guide development in staging. Either way should be fine though. 

   

  Question: What is being de-duped from the paths? Is there a way to see which untagged page is causing the Untagged to populate in Path?

  Things like 2 page loads back to back would be deduplicated to 1 step in the path. You can see the untagged URLs by clicking into ‘untagged’ that will show a list of the untagged urls.

   

  Question: What’s the difference between a Path and a Funnel?

  A funnel is used for situations where you have a predefined series of steps  you want the user to follow (e.g. a specific workflow), and you are analyzing if users are completing the workflow.

  A path is used for situations where you choose a starting point and ask Pendo to show what people did afterwards. You can also choose an ending point and ask Pendo to show how people got there. 

  I really love this resource on paths & funnels: https://academy.pendo.io/insights-dive-into-your-user-data (OR https://academy.eu.pendo.io/insights-dive-into-your-user-data)

   

  Question: [We heavily use *parameter* in our page rules.]  I can see that Pendo tracks the "Top Parameters" when I look at the Pages - but I cannot seem to report on the user activity by Parameter view.  Is this something you can do in Data Explorer?  Can I "group by" Parameter?  Thanks

  Unfortunately this is not currently possible. However this would be a great feature request.  At the moment, if you want to do additional reporting on parameters (beyond the top 100 available in the Pendo UI), you would have to extract this data from Pendo via the API and then use another BI tool for analysis.

   

  Question: Is there a way to use funnels in a situation where you expect that it may take multiple days/ multiple visitor sessions before all the actions are complete?

  You can set a timeout for funnels in minutes - but it is meant to be a relatively short period of time - maybe a couple of hours rather than a couple of days. You could create a segment using feature clicks and page loads to get a list of visitors that have completed all actions - but it won’t work quite the same as a funnel since it won’t take into account the order the events happened in. More information on funnel settings can be found at https://support.pendo.io/hc/en-us/articles/360032210411-Pendo-101-Funnels#create-a-funnel-0-0

   

  Question: One issue I've come across a lot is that funnels and paths don't have the complexities that the data explorer has.  I'd love to be able to put funnels and paths in dashboards, compare segments, or compare YOY for paths and funnels too.

  Our product team is currently looking into ways to make funnels and paths more widely available in Pendo - including exploring adding them to dashboards. While no decisions have been made yet - and we don’t  have a specific commit to add them - it is definitely an area we are looking to improve on. 

   

  Question: Does Pendo have the ability to detect Browser size? This is needed to make sure we are designing for the correct Screen Size and Resolution.

  Chelsea’s suggestion about sending browser window size as metadata via the Pendo snippet is definitely a good option.

  Another option is to capture browser window height and width via a click event property. I’d recommend tagging a popular feature that people click on frequently for that specific page. This would then allow you to gather data on what browser widths & heights are being used on the page, so that you can tweak your guide design for the future. Learn more about click event properties here: https://support.pendo.io/hc/en-us/articles/360042628992-Feature-Click-Event-Properties-Overview

   

  Question: For retention metrics: Week 2 is a % of Week 1 or Week 0?

  Week 0 is days 1- 7. Week 1 is days 8-14. Week 2 is days 15-21. Remember that each visitor has their own personalized week 0, 1, and 2 based on their date of first use. The percentage you see in the Week 2 column is what percentage of people are still using the product after 15-21 days from the first day they used it. More details can be found here: https://support.pendo.io/hc/en-us/articles/360032202931-Retention-Analytics

   

  Question: Is there a way to filter specific features or groups of features in the feature widgets? I haven’t been able to figure that out

  While there isn’t a way to filter to specific features in the pre-built feature widgets on the dashboard - you can add a data explorer chart to a dashboard. So you could add each of the features you are interested in tracking to a data explorer report, save the report and add the chart to your dashboard. 

   

  Question: Any hope of getting Core Events for different types of users? (The most important features vary wildly based on the user type for us, which makes it very difficult to track the core events / adoption for each of the groups). OR… if not… is there a different way to try to do this type of analysis for different groups?

  We don’t currently have that functionality and I have not heard any updates from the product team related to that functionality. If you haven’t already I would recommend submitting a feature request to our product team through the Feedback module in the Pendo resource center. 

  Technically, you could change the core events in the UI so that that match the specific group you are analyzing at the moment. Then, change the core events to match the next specific group you are analyzing. It’s not a great/easy approach, but it is a workaround for now.

   

  Question: Is Pendo planning on capturing screen/window resolution?

  I haven’t heard anything about this being on the roadmap. However, I would recommend submitting a feature request (or adding yourself to an existing feature request) so that our Product team sees your feedback. Another popular feature request related to this is responsive guide design, and I’d recommend adding yourself to that request also.

   

  Question: Can we get Pendo into mobile apps

  Yes, we do support installing Pendo onto Mobile apps, depending on the mobile framework used. You can learn more and find installation instructions here: https://support.pendo.io/hc/en-us/sections/360003496352-Installation

   

  Question: Is there a way to track if someone watched a video embedded in a guide?

  Unfortunately that isn’t currently possible. When you embed a video into a guide that is pulling in an iframe from the video hosting site (like YouTube) because Pendo is not installed (and cannot be installed) into that iframe we aren’t able to capture analytics on it. 

   

  Question: Where can I find the API documentation? 

  https://engageapi.pendo.io/

   

  Question: Where are the visitor timelines? I haven’t bumped into that yet

  You can find those on the visitor details page. If you navigate to people > visitors and click into any visitor ID you will see it at the bottom of their details page. 

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  Sarah Wright

  November 18, 2022 17:01 (Edited November 18, 2022 17:49)

  @angela holly - I can't find the slides, can you point me to them? 

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  Angela Holly

  November 18, 2022 17:56 (Edited December 19, 2022 19:55)

  Sarah Wright, 
  
  Slides
  Recording

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