Product Analytics
Who is using your product, which customers are going quiet, and what people search for without finding an answer. What each number means and where it comes from.
Analytics → Product Analytics shows how your customers use your product. All of it comes from one source: the floating launcher, installed on your product with the logged-in user's identity. Until that is in place the page says so and shows nothing.
Before you start: Put the floating launcher on your product with the identity snippet. A role with View analytics.
How the data is collected
When a page of your product loads with the launcher on it, the launcher records that this person was in the product today, and the page they landed on. It does that at most once every six hours per person per browser, so it is not a page-view counter. Every help search made from the launcher is logged with whether it found anything.
The numbers are near real time. A person's first visit of the day shows within seconds. Their "last seen" can lag by up to six hours because of the throttle. Days are counted in UTC.
The page
Pick Last 7 days, Last 30 days, or Last 90 days at the top.
Four tiles, each against the previous period:
- Active today and Active this week: distinct people seen.
- Active accounts this week: distinct customers with at least one person seen.
- Stickiness: average daily actives divided by distinct actives over the range. If 100 people used the product this month and 10 on a typical day, stickiness is 10%. High means it is part of people's routine; low means they dip in occasionally.
Active users over time: daily actives as one line, and the trailing seven-day actives as another. The second line smooths weekends out.
Active accounts: your customers ranked by people active in the last 30 days, with this week's count, users ever seen, and last seen. A Going quiet badge marks an account that had activity in the 30 days ending two weeks ago and none since. That is the early churn signal; open the account and look at its tickets and deals.
Unanswered help searches: searches that returned no article, grouped by query, with how often, from which pages, and when last asked. The header shows total searches and the share that found nothing. This list is your knowledge base writing queue; see Write and publish articles.
Where people land: the first page each person hit each day, grouped. It tells you what people open the product for.
Recently seen: people in the order they were last seen, with their account and today's landing page. Rows link to the contact.
Each table shows one page at a time, ten rows for accounts and people and five for searches and landing pages, with Previous and Next under it when there is more. Changing the range takes you back to the first page.
Where else it shows
Each contact's profile shows Last seen in product and days active out of the last 30. Each account's Contacts card shows how many of its people were active this week and this month.
When it goes wrong
- "No product activity recorded yet." The launcher is not installed, or it was installed with the basic snippet rather than the identity one.
- A known user never appears. Their email in the snippet does not match their contact, so a new contact was created for them. Search contacts for the address.
- The latest day reads as yesterday. Days are UTC. Between midnight and the UTC boundary the current day has not started yet.
- Last seen is hours behind. Expected; the launcher identifies at most once every six hours per browser.