Trace visitor path from history

4 Commentaires

  • Commentaire officiel
    Dean Kenny
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    Hey Andrey! 

    Thanks for posting this use-case :)

    Unfortunately, we can only track an accurate visitor path on pages where the widget is placed. So, there wouldn't be a way to drill into where exactly from google this end-user came from in this case.

    Maybe Google Analytics can shed some light on this for you: https://support.zendesk.com/hc/en-us/community/posts/360003215947-Google-Analytics-for-Chat-in-the-Web-Widget

    Hope that helps,

    Dean

  • Andrey Gomes
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    I'm the one who thanks for replying, Dean Kenny!

    Guess that we are almost getting there on what I really had mean:

    I'm talking about seeing a consolidated metric of the "chat history/ user info/ visitor path (origin)" for all the different chats agents had; this data is already there at the dashboard history, I'm just looking for a way to extract it automatically - of course we could do it manually looking one "user info" at a time, but it would be time consuming to look through each chat history and compose a pie chart from all the "visitor paths"on excel as the chat volume increase, got it?

    In my mind, it would look something like this:

    (data filtered by day -1):

    1. direct traffic - 40 chats.
    2. google.com - 35 chats.
    3. m.facebook - 20 chats.

    Nothing really fancy, just a quick way to see what strategies are generating more chat engagement.

    Thanks again for taking some time to read it! :D

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  • Dean Kenny
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    Hey Andrey,

    Thanks for adding more detail, I understand what you mean now.

    We have no plans to implement this in the next six months, but I have passed this across to our internal team as feedback.

    In the meantime, if you want to check out our API, there is a 'webpath' array available for 'list all chats' API endpoint. This might help you get somewhat closer to what you're looking for if you have a developer who can create some scripts.

    Thanks,
    Dean

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  • Andrey Gomes
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    Again, I'm the one who thanks for all the support and effort into solving my doubt Dean Kenny.
    I'm trying my best to make some sense out of the chat source code but have found another point that got me stuck one more time:
    When I was scanning through, I've found out that "Direct Traffic" has a different node-hierarchy and structure from the links with an origin (I'm a Jr frontend dev btw), such as the ones originated from "m.facebook.com, youtube.com, instagram.com, etc.";
    this is messing totally what I'm trying to do - I'm trying to put together an xpath-query to make the process of visitor path analysis faster but can't make it work as it should, you see:

    this query extracts only the "visitor-paths" that contains a link:
    /html/body//div[contains(concat(' ', normalize-space(@class), ' '),' meshim_dashboard_components_chatPanel_Webpath ')]/div[contains(concat(' ', normalize-space(@class), ' '),' meshim_dashboard_components_chatPanel_WebpathRenderer ')][contains(concat(' ', normalize-space(@class), ' '),' webpath_renderer ')]/a[contains(concat(' ', normalize-space(@class), ' '),' jx_ui_html_a ')]/div[contains(concat(' ', normalize-space(@class), ' '), ' jx_ui_html_div path_title')]


    this one extracts only the text contained in direct traffic:
    /html/body/div[contains(concat(' ', normalize-space(@class), ' '),' meshim_dashboard_components_chatPanel_Webpath ')]/div[contains(concat(' ', normalize-space(@class), ' '),' jx_ui_html_div webpath_renderer ')][contains(concat(' ', normalize-space(@class), ' '),' webpath_renderer ')]/div[contains(concat(' ', normalize-space(@class), ' '), ' jx_ui_html_div path_title')]

    When I try to combine them together, it just doesn't work -  it repeats the last result every time that "direct traffic" appears without even compiling the text as intended.

    I really can't think of another workaround to make this happens, can I ask your help only one more time?

    Thanks again and sorry to bother :/




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