A report can be viewed in Heat Map mode or Performance mode. Both modes use color coding to symbolize the pattern of each flow in the Interaction. The colors range from blue (light use or less time) to red (heavy use or more time).
- Heat Map: Displays the data in terms of quantity (i.e., how many times each flow within the Interaction was performed during the selected timeframe). In the following example, most users answered No to the Yes/No question. Then, users were divided between the Credit choice and the Bill Me choice. Few users selected the Bitcoin choice.
- Performance: Displays the data in terms of time (i.e., how many seconds were spent on each flow within the Interaction during the selected timeframe). In the following example, users generally proceeded quickly through the Interaction, but users who chose the Bill Me option spent a relatively long period of time on the Bill Info element.
The listbox in the upper left corner of the report enables you to select display options so you can view more detailed report data. The options are:
- Display Raw Data: Shows the data in numbers (number of times that the element was accessed or number of seconds spent on the element).
- Display Percentage: Shows the percentage of element access relative to the total number of times that the Interaction was started. For example, let's say an Interaction containing a question and two choices was started five times. If the user accesses the question on each run, the question percentage is 100%. Now let's assume that Choice A was accessed each time, and in one of the Interaction instances, after selecting Choice A, a user went back and selected Choice B. The percentage of Choice A is 100%, and the percentage of Choice B is 20% (i.e., Choice B was accessed in one out of five started Interactions).
To modify the report view, from the listbox, select either Heat Map Report or Performance Report, and select the relevant display option(s). Then, click Refresh Report.
The following example shows a Heat Report with raw data (number of hits for each Interaction element) displayed:
The next example shows a Performance Report with percentages displayed. The percentages add up to the total amount of time that users spent navigating the Interaction. Note that no time is shown on Connectors.
The example below shows the Heat Report with both raw data (number of hits for each Interaction element) and percentages displayed:
When analyzing reports, keep in mind that the number of hits may not be consistent throughout the flow. In the following report, the second Statement received 17 hits, but the first Question received 20 hits. This is due to some users navigating to the Question element more than one time. This can happen either when the user selects a choice and then goes back and selects a different choice, or when the user navigates backwards and starts the flow again.
In addition, it is important to remember that percentages are calculated relative to the total number of times that the Interaction was started (as explained above). Because of this calculation method, the values may not add up to 100%.