Web tracking data introduction
The Web tracking data is stored in two tables and they are connected through the column id in the tracking table and the column tracking_id in the tracking events tabel.
In the table tracking the column contact_id is used to track a unique visitor from start to end.
In the table tracking_events the column properties contain JSON object for each type of tracking event.
Properties
In table tracking_events the column properties contain a JSON object which hold different data depending on what type of tracking data is provided.
The different events that are tracked are the following: Navigation, RuleMatch, ShowInteraction, ChatRouted, Authentication.
Below is JSON Examples per property and table after has the values broken out and a small description.
Claims
Claims is related to the tracking event and valid for all other properties within the same tracking event. Meaning that the claim are part of the session at the time of the tracking event and accessible in the rulematch, chatrouted and other events in the properties of the same tracking event.
{"iss":"https://devapp-consumeridp.puzzel.com","nbf":"1716373509","iat":"1716373509","exp":"1716377109","scope":"offline_access","http://schemas.microsoft.com/claims/authnmethodsreferences":"visitor","client_id":"oneplatform_engage","http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier":"46f29fe2-f9b2-42d9-b59a-cfd3b6bfdb3e","auth_time":"1716366908","http://schemas.microsoft.com/identity/claims/identityprovider":"wex","urn:puzzel:cid":"14000"}
Claims |
|
|
|---|---|---|
Object / properties | Value | Description |
iss | Issuer | |
nbf | 1716373509 | Not before |
iat | 1716373509 | issued at |
Exp | 1716377109 | Expiration |
Scope | offline_access |
|
visitor | Authentication Methods References | |
client_id | oneplatform_engage | Client id |
http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier | 46f29fe2-f9b2-42d9-b59a-cfd3b6bfdb3e | Name Identifier |
auth_time | 1716366908 | Authentication time |
http://schemas.microsoft.com/identity/claims/identityprovider | wex | Identity Provider |
urn:puzzel:cid | 14000 | Puzzel customer id |
RuleMatch
A RuleMatch is related to Navigation if placed in the same tracking event, is on a page load one or more rule matches can occur.
{"siteMappingName":"Personal banking","configId":"3d300c42-7700-4512-9087-7b3be3ae8f86","configVersion":"3","configName":"Personal banking","ruleId":"1def3942-0079-4363-acdf-1956e991f043","ruleName":"InvestmentChat","outcomeInteraction":"685bacfa-12ec-4ada-8708-26743643c093","timeModuleId":"3780_time","exitName":"Open","visualQueueId":"10206","visualQueueStatus":"available","visualQueueAgentsLoggedIn":"0","visualQueueAgentsInPause":"0","visualQueueQueueSize":"0","visualQueueWaitTimeMax":"0"}
RuleMatch | A interaction is displayed to the visitor. |
|
|---|---|---|
Object / properties | Value | Description |
siteMappingName | Personal banking | The name of site mapping, a text chosen by administrator |
configID | 3d300c42-7700-4512-9087-7b3be3ae8f86 | guid |
configVersion | 3 | Every time a configuration is published this number increase by one |
configName | Personal banking | The name of configuration, a text chosen by administrator |
ruleId | 1def3942-0079-4363-acdf-1956e991f043 | Guid |
ruleName | BotChat | The name of the rule, a text chosen by administrator |
outcomeInteraction | c86ab91b-3500-4f8e-ac08-babe2376715e | Guid. Can be used to connect which interaction was displayed to the visitor. |
If time module is used |
|
|
timeModuleId | 3780_time | ID of the Puzzel time module |
exitName | Open | The outcome name from the Puzzel Time module. (Usually Open, Closed, default) |
|
|
|
visualQueueId | 10206 | Id of Puzzel Visual Queue |
visualQueueStatus | Available | Info regarding visual queue |
visualQueueAgentsLoggedIn | 0 | Info regarding visual queue |
visualQueueAgentsInPause | 0 | Info regarding visual queue |
visualQueueQueueSize | 0 | Info regarding visual queue |
visualQueueWaitTimeMax | 0 | Info regarding visual queue |
Navigation
A navigation is a page load event as tracked by the browser, the “navigation” properties is a list of properties related to the navigation.
{"siteMappingName":"Personal banking","configId":"3d300c42-7700-4512-9087-7b3be3ae8f86","configVersion":"3","configName":"Personal banking","url":"https://demo.puzzel.com/webengage/testyourconfig/?customerKey=14000\u0026environment=dev#personalbanking#investment","title":"WebEngage - Test Your Configuration","userAgent":"Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/124.0.0.0 Safari/537.36","deviceType":"desktop"}
Navigation |
|
|
|---|---|---|
Object / properties | Value | Description |
siteMappingName | Personal banking | The name of site mapping, a text chosen by administrator |
configID | 3d300c42-7700-4512-9087-7b3be3ae8f86 | guid |
configVersion | 3 | Every time a configuration is published this number increase by one |
configName | Personal banking | The name of configuration, a text chosen by administrator |
Url | The URL visitor navigated to | |
Title | WebEngage - Test Your Configuration | The title of the web page |
userAgent: | Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/124.0.0.0 Safari/537.36 |
|
deviceType: | Desktop |
|
ShowInteraction
A ruleMatch can result in a ShowInteractions and what RuleMatch that is related to a specific ShowInteraction is shown in the property “ruleID” and “ruleName” of the ShowInteraction.
{"siteMappingName":"Personal banking","configId":"3d300c42-7700-4512-9087-7b3be3ae8f86","configVersion":"3","configName":"Personal banking","ruleId":"9ab4f031-36e8-4900-b37d-4108759b7a31","ruleName":"BotChat","chainId":"9ab4f031-36e8-4900-b37d-4108759b7a31","interactionId":"2daea3f3-09ae-4bec-84f4-efae7f6c2b89","interactionName":"Print transcript","interactionType":"render"}
ShowInteraction | A interaction is displayed to the visitor. |
|
|---|---|---|
Object / properties | Value | Description |
siteMappingName | Personal banking | The name of site mapping, a text chosen by administrator |
configID | 3d300c42-7700-4512-9087-7b3be3ae8f86 | guid |
configVersion | 3 | Every time a configuration is published this number increase by one |
configName | Personal banking | The name of configuration, a text chosen by administrator |
ruleId | 9ab4f031-36e8-4900-b37d-4108759b7a31 | Guid |
ruleName | BotChat | The name of the rule, a text chosen by administrator |
chainId | 9ab4f031-36e8-4900-b37d-4108759b7a31 | Guid , what is chainId?? |
interactionId | 2daea3f3-09ae-4bec-84f4-efae7f6c2b89 | guid |
interactionName | Print transcript | The name of a interaction, a text chosen by administrator |
interactionType | render | “Render” OR “chat” . Will be chat when you are in a chat state otherwise it will be render. |
url | Url where Interaction was displayed. | |
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If interactionType= chat |
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queueKey |
| The key of a Puzzel queue, a key set by a Administrator, like “Q_CHAT_STAR”
|
ChatRouted
ChatRouted it related to a RuleMatch and happens as a visitor have an an ongoing chat. the property “ruleId” and “ruleName” shows what rule the chat originated from.
{"siteMappingName":"Personal banking","configId":"3d300c42-7700-4512-9087-7b3be3ae8f86","configVersion":"3","configName":"Personal banking","chainId":"9ab4f031-36e8-4900-b37d-4108759b7a31","queueKey":"Q_CHAT_STAR","conversationId":"11185466-6bbe-4248-8583-7d0bbd746204","iqSessionId":"715117ca-8658-46a4-9214-64f746296efb","requestId":"3385548","visitorDisplayName":"Daniel", "ruleId": "74b311a8-6ba2-4f7a-a4db-914ebbf49499","ruleName": "Rule for all"}
ChatRouted | A visitor is routed to a queue |
|
|---|---|---|
Object / properties | Value | Description |
configID | 3d300c42-7700-4512-9087-7b3be3ae8f86 | guid |
configVersion | 3 | Every time a configuration is published this number increase by one |
configName | Personal banking | The name of configuration, a text chosen by administrator |
chainId | 9ab4f031-36e8-4900-b37d-4108759b7a31 |
|
queueKey | Q_CHAT_STAR | The key of a Puzzel queue, a key set by a Administrator, like “Q_CHAT_STAR” |
ConversationId | 11185466-6bbe-4248-8583-7d0bbd746204 | guid |
iqSessionId | 715117ca-8658-46a4-9214-64f746296efb | Guid |
requestid | 3385548 | Guid |
visitorDisplayName | Daniel | Entered in input field by visitor |
ruleID | 74b311a8-6ba2-4f7a-a4db-914ebbf49499 | Guid |
ruleName | Rule for all | the name of the rule that the chat routed event is related to |
url | Url where Interaction was displayed. |
Authentication
Authentication is related to Visitor Identification
{"VT_STRING": {
"AccessToken": "ATQAy/8WAAAA2PFgvqOUCTm5Zy4iRuKqVZ3bMjMjBj3uMadt4NndUonPlpj4KBptFLFkUfOh/ind",
"FullName": "Ani",
"UserId": "719db807-1129-4e1f-8570-d4338fa4b597",
"Email": "name.lastname@puzzel.com",
"RefreshToken": "0.ATAAV40ZqrCOXEOm44bhXoSQqdQC_yR2rYVAgsez4q7SoUkwAJg.",
"CodeChallenge": "vF3QOgxHxf5TIU2QsYvrKRhxlVn1NCcVFotWrnnlx54",
"SessionId": "aa198d57-8eb0-435c-a6e3-86e15e8490a9",
"Nonce": "jWNkrr7xVE6407ee4ItfAA"
}
| A visitor is authenticated |
|
|---|---|---|
Object / properties | Value | Description |
AccessToken | ATQAy/8XAAAAKJC9vp9RRe8t6KUVK2NJ75TS2KtVgbbvWN3rlwnhL06OUu0/csnpQ3ffzxPe6y1w | This is an access token issued by the Identity Provider (IdP) after successful user authentication. It is used to authorize the user and allows access to secure resources or APIs. |
FullName | Ani | The user's full name, which is part of the user's identity claims. It is used for personal identification within the system. |
UserId | 719db807-1129-4e1f-8570-d4338fa4b597 | This is a UUID representing the user's unique identifier. It is used as a stable identifier across the system to consistently reference the user. |
The user's email address, a key claim used for both identification and communication within the system. | ||
RefreshToken | 0.ATAAV40ZqrCOXEOm44bhXoSQqdQC_yR2rYVAgsez4q7SoUkwAJg." | This is a refresh token. It allows the system to generate new access tokens without requiring the user to reauthenticate, maintaining session continuity securely. |
CodeChallenge | vF3QOgxHxf5TIU2QsYvrKRhxlVn1NCcVFotWrnnlx54 | This is the code challenge used in the PKCE (Proof Key for Code Exchange) flow. It is generated by hashing the code verifier and is used to securely validate the client during the OAuth authorization process. |
SessionId | aa198d57-8eb0-435c-a6e3-86e15e8490a9 | This is another UUID, representing a session ID. It is used to track and manage the current session tied to the user interaction. |
Nonce | Yxt5s7A3V0iYKV5YCVkYAA | This is a nonce (number used once), used to prevent replay attacks and ensure the integrity of the authentication request. It guarantees that each request is unique and valid. |