Nortel Symposium Web Center Portal, Installation And Administration Manual

Page: 365 / 710

Installation and Administration Guide 365
July 2004 Managing Web Communications
Configuring Click Stream Tracking
Introduction
When a customer browses the customer interface, Click Stream Tracking
maintains an internal list of the web sites the customer browsed. If the customer
opens a customer service page, fills out a web form, and submits a request, the
tracking information and the request are saved in the Symposium Web Center
Portal database for that transaction.
If the agent who receives the transaction clicks the Click Stream Inquiry button,
the URL, the page name, and time the page was visited appear.
Follow the procedures in this section to turn Click Stream Tracking on or off,
and view its current status.
Guidelines for Click Stream Tracking
Follow these guidelines for using Click Stream Tracking:
!
Web Communications and the Sample Customer Interface components
must be installed on the same machine; and preferably configured for the
same servlet engine (for example, Apache Tomcat).
Note: If the Customer Interface and Web Communications are configured for
different servlet engines, you will not be able to turn Click Stream Tracking on
or off dynamically (for example, it requires a restart of the Customer Interface
servlet engine to recognize that Click Stream Tracking is stopped or started).
!
The system only tracks URLs up to the point at which the transaction was
submitted. The list of URLs is then deleted so that further activity starts
with a blank list.
!
Click Stream Tracking can only track pages that are located within the
Customer Interface context; however, if the customer has some other
mechanism for tracking pages, these URLs can also be included in the
clickstream information stored in the database, (provided they are in the
correct format). For more information, refer to “Implementation of the
Sample Customer Interface” on page 555.