You can view a Heat Map report as either a flow diagram, a data table or a page activity graph. This article describes how to interpret data from the Graph 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 Graph View tab near the upper left side of the Heat Map Report. The Graph View will be displayed.

The main features of the Graph 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 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 and Filters
Shows aggregated numbers and percentages for each measured activity, and enables you to filter view results to display only selected activities.

For more details about using Quick Stats filters, click here.
4 View Type Tabs that enable you to select from alternate view types 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 all of those Interaction Pages which were accessed by users. Each Page is labeled with its name.
  • The size of a Page indicates the relative percentage of Page activity for the selected Interaction.
  • The line thickness between Pages indicates the relative percentage of user traffic, Page to Page, for the Interaction.
  • The color of a Page indicates the relative percentage of abandonment. Deeper shades of red correlate to a higher percentage of Page abandons for the selected Interaction.
You can change the number of Pages being displayed by adjusting the Display Zoom, 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 below.
8 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 Pages displayed will change in accordance with window size, the slider position and the selected zoom value. 

Page Summary Details

The Graph View includes the following summary details for each Page in the Interaction:

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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