Visitor Playback

Visitor Playback, also referred to as Visitor Recordings, lets you see absolutely everything your visitors do on your webpage. You can watch recordings of your visitors’ full browsing sessions to discover exactly how they use your site, and see their every mouse move, click and keystroke as if you were looking over their shoulder.

Visitor Recordings (session playback) consist of the recorded browsing sessions of your site’s visitors. These movies give you an unparalleled insight into the browsing behavior of your site’s visitors, and are an indispensable tool for usability and customer feedback. By optimizing customer's progress through your website, you can guarantee better conversion rates,increased sales and see a much higher return on your investment.

When watching a session playback, please note that the screen resolution and HTML are matched to the visitor’s original settings, meaning you see exactly what the individual visitor saw while browsing.

Definition of Recorded Visitors Table Labels

• + : When you click on the + button, a dropdown table opens, displaying all of the pages the visitor browsed as well as other collected data.
• First Visit: Displays the time when the ClickTale cookie was placed in the visitor’s browser.
• Engagement Time: How long the visitor was active on your site. If a visitor has not clicked, moved the mouse, scrolled, or typed in a form for more than 20 seconds, the visitor is no longer considered engaged.
• Referrer: The link that sent the visitor to the page.
• Entry Page: The first page the visitor landed on in your site.
• Events: Tags attached to the visitor’s browsing session (see above).
• downarrow: Download movie onto your computer (Available only on Gold and Silver plans)
• X: Delete visitor

Playback Buttons and Descriptions

	Plays video
	Resets video
	Allow going back and forth through the pages in the recording
	Allows skipping back to the first page in the recording
	Shows the number of pages recorded and allows for specific page selection
	Increases and decreases viewing speed (Note: If button is checked, dead time is not shown when watching in real time)
	Allows the scaling of the playback from for a better fit on your screen. This option is available only on Internet Explorer.
	Advances automatically to the next recording
	Allows you to view only the engagement time and skip the times the session was inactive.
	Saves speed, scale, auto skip and automatic next preferences
	Downloads recordings to your local machine

Q&A

Q: How long does it take for the recordings to show up? And how you can speed it up.

A: Recordings show up within a few minutes of when a randomly selected visitor completes their interaction with the page (however in some cases it could take longer--up to several hours, depending on server load). Depending on the percentage of visitors that you choose to record and the number of visitors that typically come to your site, it may take up to an hour or more for the first visitor to be recorded. Once a visitor session is recorded, the data is sent to our servers and processed immediately into recordings.

The best way to check that your website is set up properly without waiting for the first recorded visitor is to instantly force yourself to be recorded.

If that doesn't generate recordings in your account, it may be for one of the following reasons:

• Recordings are already there - try refreshing your ClickTale account page.
• The tracking code is not properly embedded in your pages. To verify sign in to ClickTale, click the "Get tracking code" link under your project and follow the instructions. You could then compare the code presented on the instructions with the code you have on your page.
• No visitors have entered your site.
• Your domain is disabled or blocked from recording. See configuration at http://subs.clicktale.net/Domains.aspx
• Your "percentage of visitors to record" parameter is too small relative to the number of visitors to your site.
• You are using an unsupported browser.
• Your website/page has invalid HTML. Check it with the W3C Validator and correct.

Q: What is the format in which downloaded recordings arrive?

A: Downloaded recordings arrive as ZIP files with several files in them. After extracting these files to a folder, the file which :displays the recording is called Play.htm.

Mac users need to make sure that they unzip the file rather than mount it.

When you double-click the zip file, your Mac will mount it. Instead you should enter the following text in your Terminal (found in :your Applications>Utilities folder):

unzip FILENAME -d TARGET_DIRECTORY (where FILENAME is the name of the downloaded zip file and TARGET_DIRECTORY is the folder where :you want to unzip the file’s contents)

This should unzip the file properly and enable you to view downloaded recordings.

Please make sure all files were unzipped and that you clicked the unzipped Play.htm rather than the zipped one.