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Topic

    Ajay Yadav
    is it possible to tell who all clicked/viewed on answer and...Answered
    Topic posted August 12, 2019 by Ajay YadavGold Trophy: 10,000+ Points 
    34 Views, 5 Comments
    Title:
    is it possible to tell who all clicked/viewed on answer and how many times in interval.
    Content:

    we have created a customer portal which used by our agent, to access this CP page agent has to login first on end user page. now my client would like to identify number of hits on answer per login.

    is it possible to tell who all clicked/viewed on answer and how many times in interval.

    Best Comment

    Mary Gilbert

    The clickstreams table should contain the info that you're looking for.

    There are also a number of standard reports that you can use, or at least build from.

    Here are some KB answers that may also be helpful.

    https://cx.rightnow.com/app/answers/detail/a_id/9693

    https://cx.rightnow.com/app/answers/detail/a_id/5142

    https://cx.rightnow.com/app/answers/detail/a_id/5103

    Best regards,

    Mary

     

    Comment

     

    • Mary Gilbert

      The clickstreams table should contain the info that you're looking for.

      There are also a number of standard reports that you can use, or at least build from.

      Here are some KB answers that may also be helpful.

      https://cx.rightnow.com/app/answers/detail/a_id/9693

      https://cx.rightnow.com/app/answers/detail/a_id/5142

      https://cx.rightnow.com/app/answers/detail/a_id/5103

      Best regards,

      Mary

       

    • Ajay Yadav

      Report is created by using ClickStream table however i am not able to fetch data before 90 days, went to configuration setting and searched config setting by Value.

      i didn't find any config setting which related to clickstreams table.

      but i found these 2 config settings :

      PURGE_CS_SESSION_SUMMARY : Value is 60 : i get data for 90 days so i am sure this config setting is not responsible.
      PURGE_DELETE_VOICE_STATS : Value is 90 : Not sure if this config setting is responsible to display only 90 days old data in my report.

      can anyone help me to identify which config setting is responsible for this? 

       

       

    • Ajay Yadav
      Hi Anthony,
      Data in the clickstreams table is purged when it is older than 30 days old, unless the data pertains to an open incident.
       
      For example:
       
      1. Let’s say that on the 20th of August a contact views some answers on your end-user pages, and this all they do.
      You will be able to see that data for the next 30 days, but after 30 days the data will get purged out.
       
      2. Let’s say that a contact views some answers on your end-user pages and then submits an incident on the 20th of August. The incidents table will contain a session id that can be linked back to the clickstreams table. As long as the incident remains open the data in the clickstreams for that session will stay. So even in December the data may still show up, but if the incidents becomes closed then the data will get purged.
       
      Please note that the 30 day setting is not a visible setting and cannot be changed. If you wish to keep clickstreams data for longer periods of time then you will need to work with the Oracle Consulting team on getting a data warehousing solution put into place to export and store this data externally.
      • Anthony Smith

        Hey thanks Ajay, i always thought that setting was the one that controlled the clickstreams data purge. Although few years late, i might go back to my customer and point them to your post - that will probably explain what they were seeing.

        Thanks for the reply!