You can view a Heat Map report as either a flow diagram or a data table. This article describes how to interpret the Flow View.

For an overview of Heat Map reporting, refer to Heat Map Reports: Overview

After running a Heat Map report in the Admin Console, select the Flow View tab near the upper left side of the Heat Map Report. The Flow View will be displayed.

The main features of the Flow View report are shown and described in detail below. (Click on the diagram to see an enlarged version.)

Item Feature Description
1 Report Name Name of the report, as defined when you the create the report
2 Date Range The selected timeframe for the report. Clicking  opens a calendar popup for selecting a new timeframe. For more details, refer to the Heat Map Report section of Running Reports.
3 Quick Stats 
Summary
Shows aggregated numbers and percentages for each measured activity. 
4 View Type Enables you to select either Flow View or Table View for report analysis. 
5 Back
Button
Returns you to the Report Details page of the relevant report, where you can edit parameters such as the report date range. 
6 Export
Button
Saves the report in CSV format. For more details, click here.
7 Pages Shows the Pages of the Interaction that were accessed by users, beginning from the Start element and through all designated Finish elements. Each Page is labeled with its name, together with its Abandoned Rate for the current Report.

The Flow View displays the Pages by their order in the selected Interaction. As the Interaction flow progresses, you can view aggregated access totals for all subsequent Pages accessed until the Finish elements are reached.

By default, the opening view shows the first seven columns of steps. You can change the number of steps displayed by using the Flow Display Options, described here.
  • Hovering over a specific Page in the flow shows aggregated details about the activities for the Page:



    More details about the Page Summary popup can be found here.
  • Hovering between any two Pages shows the total number of users who continued from the Page at the left to the Page at the right:

8 Flow Selection Clicking on a specific Page will highlight its associated flow (both forward and backward) in the current view by changing its color to dark grey:



By dynamically selecting a flow, you can learn how users are accessing specific Pages and also examine the various outcomes of the flow.

You can highlight the flows through multiple Pages simultaneously. Clicking on a Page will outline it in black to differentiate it from other Pages. Clicking again on a selected Page will deselect its flow.
Note: A selected flow will highlight up to 20 steps (up to 10 steps on each side of the specified Page).
9 Display Zoom Use the slider switch at the lower left of the display to zoom in or out of the current view. The number of steps (and Pages) displayed will change in accordance with window size and the selected zoom value. 
10 Flow Display Options Clicking on any of these options will alter the contents of the current Flow display:


  • Add Step. Adds the next sequential step at the right side of the flow.
  • Remove Step. Removes the last step from the right side of the flow.
  • Show Full. Shows all steps in the Interaction.
  • Restore to Default. Refreshes the display to show the first seven steps in the flow (the initial view upon opening the report).
  • Clean View. Deselects all Page or flow selections and refreshes the display. Cleaning does not affect the number of steps currently being displayed.
 

Page Summary Details

The Page Summary popup is displayed whenever you hover over a specific Page in the Flow View. It includes the following information:

Item Description
Page Name The name of the Page being analyzed, for example "Account Summary 2" shown above.

The flow also displays Pages referenced by sub-Interactions and Navigation Button links.
Page Status A currently accessible Page will be labelled with Active Page status. If a Page existed in a previous version of the Interaction (but was since deleted) it will still appear in the Heat Map report and be labeled here with Deleted Page status.
Visited The total number of visits made to the Page.
Continued The number and percentage of users who continued from this Page to the next Page.
Avg. Time (sec) The average time spent on this Page in seconds.
Used Contact Us The number and percentage of users who clicked on a 'Contact Us' element or menu, performed a channel action (i.e., a call, chat, email, etc.) from there, and also proceeded to the next Page in the Interaction.
Clicked Back The number and percentage of users who clicked the 'Back' button or used a bread crumbs menu on this Page.
Abandoned The number and percentage of users who abandoned the Interaction from this Page.

For purposes of the Heat Map report, an abandoned Page means a user arrived on the Page but took no action.

Additionally, if a user clicked on a Contact Us element or menu but did not perform a channel action (i.e., a call, chat, email, etc.) from there, they are counted as having abandoned the Interaction.
Interaction Name The name of the parent Interaction or sub-Interaction from which the selected Page was accessed.

 

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