SiteCatalyst v 12.2 Admin Module ForeSee

Transcription

ForeSee
SiteCatalyst v 12.2 Admin Module
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GENESIS INTEGRATION GUIDE
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third-party trademarks are the property of their respective owners.
1.0 05302012
II
Table of Contents
PREFACE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . IV
CHAPTER 1 - INTEGRATION OVERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
KEY BENEFITS AND FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . .
WHAT YOU SHOULD KNOW BEFORE ACTIVATING THIS INTEGRATION
INTEGRATION PROCEDURE AND PREREQUISITES . . . . . . . . . . . . . .
SETTING UP THE INTEGRATION “HANDSHAKE” . . . . . . . . . . . . . . . .
SITECATALYST INTEGRATION VARIABLES . . . . . . . . . . . . . . . . . . .
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1
1
2
2
3
CHAPTER 2 - FORESEE INTEGRATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CONFIGURING THE INTEGRATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
VERIFYING THE INTEGRATION - SITECATALYST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
VERIFYING THE INTEGRATION - FORESEE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
APPENDIX A - BUILDING SITECATALYST SEGMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
PRIMARY PURPOSE: CUSTOMER SERVICE ISSUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
SATISFACTION: 50 OR HIGHER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
SATISFACTION: 25 OR LOWER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
APPENDIX B - INTEGRATION EXAMPLES IN ADOBE SITECATALYST . . . . . . . . . . . . . . . . . . . . . . 11
APPENDIX C - INTEGRATION EXAMPLES IN THE FORESEE ANALYTICS PORTAL . . . . . . . . . . . . . 12
APPENDIX D - HANDSHAKE CODE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
iii
Preface
The Adobe® ForeSee Integration Guide introduces the Genesis™ integration for ForeSee. This Adobe® Genesis™
integration combines the power of scientific customer satisfaction measurement through ForeSee with the behavioral
tracking, targeting and reporting of the Adobe Digital Marketing Suite to create powerful analytics and optimization
opportunities for your organization.
The ForeSee Integration Guide includes the following sections:
 Integration Overview
 ForeSee Integration
Terms and Conditions of Use
This document contains confidential information that is the property of Adobe. Permission to use the information in this
document is described in, and governed by, the Enterprise Terms of Use (https://sc.omniture.com/p/l10n/1.0/
terms.html).
Intended Audience
This document is intended for Information Services professionals and on-line Marketers that are familiar with
configuring SiteCatalyst, including SiteCatalyst variables (eVars, events, props). You must also be familiar with ForeSee.
Account Support
The Adobe support team is available to help you:
 Answer specific product questions.
 Ensure that you can utilize the reports to their maximum capacity
 Help resolve any technical difficulties you might have
For information about contacting Account Support, see Contact Information below.
Service and Billing Information
Depending on the service level you purchased, some options described in this manual might not be available to you.
Because each account is unique, refer to your contract for pricing, due dates, terms, and conditions. If you would like
to add to or otherwise change your service level, or if you have questions regarding your current service, please
contact your Account Support Manager.
Feedback
We welcome any suggestions or feedback regarding Adobe Genesis or this manual. Please send comments to your
Account Support Manager or use the Feedback link in the Help tab.
iv
Contact Information
[CORPORATE ADDRESS]
[PHONE]
[FAX]
[TOLL FREE]
[SUPPORT E-MAIL]
[SALES E-MAIL]
[INFORMATION E-MAIL]
[CORPORATE URL]
[LOG-IN URL]
Adobe Systems, Inc.
550 East Timpanogos Circle
Orem, UT 84097
1.801.722.7000
1.801.722.7001
1.877.722.7088 (support, billing and sales)
[email protected]
[email protected]
[email protected]
www.omniture.com
my.omniture.com
ForeSee Information
[CORPORATE ADDRESS]
[PHONE]
[FAX]
[SUPPORT E-MAIL]
[SALES E-MAIL]
[INFORMATION E-MAIL]
[CORPORATE URL]
[LOG-IN URL]
ForeSee
2500 Green Road, Suite 400
Ann Arbor, MI 48105
1.800.621.2850
1.734.205.2601
[email protected]
[email protected]
[email protected]
www.foresee.com
https://portal2.foreseeresults.com/adhoc/home.do
v
CHAPTER 1
Integration Overview
This Adobe® Genesis™ integration combines the power of scientific customer satisfaction measurement through
ForeSee with the behavioral tracking, targeting and reporting of the Adobe Digital Marketing Suite to create powerful
analytics and optimization opportunities for your organization.
·
Key Benefits and Features
·
Integration Procedure and Prerequisites
·
SiteCatalyst Integration Variables
1.1 Key Benefits and Features
Key Benefits of the Genesis ForeSee integration include:
•
Simple integration configuration and monitoring.
•
Automated daily syncing of ForeSee measurement data with the Adobe Digital Marketing Suite (DMS).
•
The power of Adobe DMS analytics segments built with ForeSee measures and dimensions.
•
Adobe DMS behavioral dimensions available as incremental segmentation variables in the ForeSee Satisfaction
Analytics Portal.
1.2 What You Should Know Before Activating This
Integration
Before activating this integration, review the following items against your deployments of Adobe SiteCatalyst® and
your ForeSee account.
Doing so will ensure the appropriate best practices or pre-requisites are in place prior to activation, which will result in
an optimal and successful integration.
Adobe SiteCatalyst
Review the following information about this Genesis integration as it relates to Adobe SiteCatalyst:
•
Report Suite Specific: Be advised this integration is report-suite specific. Ensure that you have selected the
desired report suite prior to activating the integration.
•
Authorized Representative: Be advised that the enablement of this integration might cause your company to
incur fees in accordance with your service agreement with Adobe, Inc. or your service agreement with one of
Adobe's trusted partners, as applicable. By activating this integration, you hereby represent that you are an
authorized representative of your company; and as such, your company agrees to pay the fees, if any, set forth in
the service agreement described above.
•
ForeSee Respondent ID: The integration requires that we capture and store a Respondent ID within a
SiteCatalyst variable (eVar). This Respondent ID is produced by the ForeSee system and represents a unique
survey submission. As visitors submit a ForeSee survey during their visit this Respondent ID is associated with
other tracked visitor behavior on the site (visit length, purchases, content views, downloads, etc.). In advance of
setting up this integration, you must identify and activate an eVar for this purpose.
1
Chapter 1 - Integration Overview
ForeSee for Adobe Genesis Integration
Review the following information about this Genesis integration as it relates to ForeSee:
•
Current Customer of ForeSee: This integration requires you to be a customer of both Adobe and ForeSee. If
you are not currently a customer of ForeSee, and do not have an active Survey/Measure you will not have the
information necessary to complete the integration wizard.
•
ForeSee Measure ID: In order to complete the integration setup you will need to have the ForeSee Measure ID
(MID) for the survey you intend to integrate with your SiteCatalyst report suite. Please contact your ForeSee
Satisfaction Research Analyst (SRA) or Regional Account Manager if you have questions.
Adobe Pricing Considerations
There might be recurring and implementation fees associated with this integration. Please contact your Adobe Account
Representative for pricing details. Contact information can be found in the Preface.
Partner Pricing Considerations
This is integration is only available to ForeSee Enterprise customers. Please contact [email protected] for
pricing details. Additional contact information can be found in the Preface .
1.3 Integration Procedure and Prerequisites
Using a “plug and play” wizard, intuitive step-by-step processes will walk you through points of system synchronization
and initialize the integration.
Before you can configure the integration for your account, you will need to have the following in place:
•
Adobe SiteCatalyst Report Suite with DataWarehouse enabled.
•
1 available and active SiteCatalyst custom conversion variable (eVar).
•
Know which email address you want to use to receive notification concerning the integrated operations.
•
Locate the ForeSee Measure ID (MID) for the survey you wish to integrate.
•
Activate the custom conversion variable (eVar) that you will use to capture the “ForeSee Respondent ID”. “Visit”
expiration and “Most Recent” allocation should be used.
1.4 Setting up the Integration “handshake”
Setup steps must be taken to enable the “live” transfer of data when a survey is submitted. This setup is accomplished
primarily by your implementation consultant and the ForeSee implementation team. However, you will first need to
provide your consultant with the following information.
1. The eVar you have activated/configured for capturing the “ForeSee Respondent ID”.
2. The report suite you plan to set up this integration for.
3. The dev report suite can be used for validating the “handshake”.
Once this information is confirmed - your consultant will configure the “handshake” solution and work with the ForeSee
implementation team to deploy it. Please expect 5 – 10 business days to complete this step. See “Handshake Code” on
page 15.
2
Chapter 1 - Integration Overview
1.5 SiteCatalyst Integration Variables
The Genesis integration for ForeSee uses SiteCatalyst variables to track various ForeSee metrics. After identifying the
eVar to use with the ForeSee integration, use SiteCatalyst’s Admin Console to enable them (see “Report Suites” in the
Admin Console User Guide). Table 1.1 describes the SiteCatalyst variables needed for the ForeSee integration.
Table 1.1: SiteCatalyst Variables for the ForeSee integration
VARIABLE
TYPE*
FRIENDLY NAME
eVar
ForeSee Respondent ID
POPULATION
METHOD
DESCRIPTION
Automatically
populated by Genesis.
Stores the Respondent IDs upon survey
submission.
*Select an unused eVar variable for the ForeSee metric.
3
CHAPTER 2
ForeSee Integration
Configuring a ForeSee integration involves the following tasks:
 Configuring the Integration
2.1 Configuring the Integration
The Genesis™ Integration Wizard steps you through the Genesis integration for ForeSee.
To configure a ForeSee integration
1. In the Adobe Digital Marketing Suite, select Genesis™ from the products drop down list
.
2. In the left column, click Add Integration and select By Name in the Show drop down list.
3. Launch the Genesis Integration Wizard by dragging the ForeSee icon to an empty plug-in slot in your SiteCatalyst
report suite.
4. On the ForeSee Integration introduction page, review the text, then select the check box to accept the terms and
conditions associated with the integration.
5. Select the Report Suite that you want to use for this integration.
6. Provide a friendly name to identify this integration, then click Create and Configure This Integration.
This page provides an overview of the integration, along with helpful links for more information. There are
potentially both Adobe and ForeSee fees associated with this integration. Contact your appropriate Sales
Representatives for both organizations and make sure you understand the fee structure.
7.
On each step of the Genesis Integration Wizard, provide the required information, as described in the following
table:
Table 2.1: Information Needed for the ForeSee Integration
FIELD
CONFIGURATION SECTION
DESCRIPTION
Email
[1] Integration Settings
The email address that receives all notifications related to this
integration.
Description
A description of the organization-specific purpose for the
integration
ForeSee
Measure ID
The ID of the ForeSee Measure/Survey that is to be integrated
with this report suite
ForeSee
Respondent
ID
[2] Variable Mappings
Select the eVar that is to be used to capture the Respondent
IDs upon survey submission.
Import
Settings
[3] Import Settings
Check up to 15 boxes to indicate which ForeSee dimensions
should be imported to SiteCatalyst. These dimensions will be
brought in as classifications associated to the ForeSee
Respondent ID (eVar). If you select any “Custom Questions”
you will need to supply the associated custom question label
from your ForeSee survey.
4
Chapter 2 - ForeSee Integration
FIELD
CONFIGURATION SECTION
DESCRIPTION
Export
Settings
[4] Export Settings
Select up to 5 custom conversion and 5 custom traffic
dimensions that you wish to export to ForeSee. Also, check the
boxes to indicate which standard SiteCatalyst dimensions/
metrics should be exported to ForeSee. Note – the “Visitor ID”
dimension is required. These export dimensions will appear in
the ForeSee Satisfaction Analytics Portal as Externally Passed
Parameters (EPP’s) within the questions selections panel.
Review
Summary
[5] Review Summary
Carefully review the configuration choices you have made.
Once satisfied click “Activate Now”. IMPORTANT: pay special
attention to how report suite variables may be renamed before
continuing.
2.2 Verifying the Integration - SiteCatalyst
In addition to the verification that will be done by your implementation consultant, you can ensure that integration
data is successfully arriving in SiteCatalyst by performing the following checks.
1. Validate the “handshake” setup.
a. In Adobe SiteCatalyst, navigate to the ForeSee Respondent ID report.
b. View the report for the past 2 days being sure that instances is one of the selected metrics in the report.
c.
Notify your consultant if you do not see alpha numeric values in the report that are 24 characters in length.
Sample screenshot below:
2. Validate the ForeSee imports – part 1.
a. In Adobe SiteCatalyst, navigate to one of the ForeSee dimension reports related to your ForeSee
Respondent ID report. Depending on your configuration, one of these is likely called Satisfaction.
b. View the Satisfaction report for the past 2 days being sure that instances is one of the selected metrics in
the report.
c.
Notify your consultant if you do not see rows in the report indicating scores between zero and 100.
3. Validate the ForeSee imports – part 2.
a. In Adobe Genesis, navigate to the Support tab for the ForeSee integration you have set up.
b. Within the Integration Activity Log section, verify that the Data In tab is selected.
c.
Notify your consultant if you do not see entries in the log similar to the following… “Classification data
imported successfully (X Rows).”
5
Chapter 2 - ForeSee Integration
2.3 Verifying the Integration - ForeSee
In addition to the verification that will be done by your implementation consultant, you can ensure that integration
data is successfully arriving in ForeSee by performing the following checks.
1. 1.Validate the “handshake” setup.
a. In ForeSee Satisfaction Analytics Portal, navigate to the Respondents Tab. Go to the Questions function,
select OMTR-ID and add this column to the portal report.
b. View the portal report for the previous week.
c.
Notify your ForeSee Satisfaction Research Analyst if you do not see alpha numeric values in the portal report
that are 38 characters in length. Example, “2857923439876713166-6917530164734292053”.
2. Validate the Adobe Omniture imports:
a. In ForeSee Satisfaction Analytics Portal, navigate to the Respondents Tab. Go to the Questions function,
move to the Externally Passed Parameters section. Review this section to determine if the standard Adobe
Site Catalyst variables, Custom Conversion Variables (Max. 5) and Custom Traffic Variables (max. 5) are
present.
b. Select the appropriate Adobe variables and add this column to the portal report.
c.
View the portal report for the previous week.
d. Determine if the passed variables represent values consistent with your Site Catalyst implementation and
reporting
e. Notify your ForeSee Satisfaction Research Analyst if you do not see values in the portal report or if a majority
of values are blank.
6
APPENDIX A
Building SiteCatalyst Segments
The most powerful and valuable way of using the integrated ForeSee data within the Adobe Digital Marketing Suite is to create segments using the ForeSee dimensions. The following will illustrate a few examples.
A.1 Primary Purpose: Customer Service Issue
This an example of building a segment based on a custom question. One common custom question often included in
surveys is “What was the purpose of your visit?”. This example assumes that one of the response values to this
question is “customer service issue”.
To build this segment you would perform the following tasks:
1. Open the Segment Definition Builder tool. In SiteCatalyst (v15 or greater) this is done by clicking on the Add
Segment item in the segmentation menu.
2. Give the segment a title, in this example - “Primary Purpose: Customer Service Issue”.
3. Drag the Visits container from the components panel (left side) and drop it on the Include canvas (right side).
4. Click on Visit to open up the Define Visit window.
5. In the Include Only Visits… section, add a rule by selecting Custom Question 1 in the first menu, equals in
the second menu and then typing the value Customer Service Issue in the text field. Then click Add. Note –
this example assumes that the primary purpose question has been mapped to the “Custom Question 1” dimension.
7
6. Click OK to close the Define Visit window.
7.
Verify that the Rules look correct in the Segment Canvas, then click Save.
A.2 Satisfaction: 50 or higher
This an example of building a segment based on a ForeSee score. One commonly imported score is Satisfaction.
1. Open the Segment Definition Builder tool and configure rules for a Visit container. Reference steps 1 – 5 in the
example above titled “Primary Purpose: Customer Service Issue” on page 7.
2. For this segment you would choose the option “This Visit must match: At least one of the rules”.
3. You would then add the following rules in the Define Visit window.
a. Satisfaction contains (50-59)
b. Satisfaction contains (60-69)
c.
Satisfaction contains (70-79)
d. Satisfaction contains (80-89)
e. Satisfaction contains (90-99)
f.
Satisfaction contains (100)
8
5. Verify that the Rules look correct in the Segment Canvas, then click Save.
A.3 Satisfaction: 25 or lower
This an example of building a segment based on a ForeSee score. One commonly imported score is Satisfaction.
1. Open the Segment Definition Builder tool and configure rules for a Visit container. Reference steps 1 – 5 in the
example above titled “Primary Purpose: Customer Service Issue” on page 7.
2. For this segment you would choose the option “This Visit must match: At least one of the rules”.
3. You would then add the following rules in the Define Visit window.
a. Satisfaction contains (0-9)
b. Satisfaction contains (10-19)
c.
Satisfaction starts with 20
d. Satisfaction starts with 21
e. Satisfaction starts with 22
f.
Satisfaction starts with 23
g. Satisfaction starts with 24
h. Satisfaction starts with 25
9
5. Verify that the Rules look correct in the Segment Canvas, then click Save.
10
APPENDIX B
Integration Examples in Adobe SiteCatalyst
Integrated ForeSee dimensions can be used to segment reports in SiteCatalyst v15+ as well as Discover and
DataWarehouse. Below are a few examples.
Applying a “Satisfaction less than 50” segment to a Site Sections report can aid in discovering which areas of the
website might be contributing most to a poor visitor experience.
11
APPENDIX C
Integration Examples in the ForeSee Analytics
Portal
Integrated Adobe SiteCatalyst dimensions appear as “Externally Passed Parameters” within the ForeSee Satisfaction
Analytics Portal. They are available as additional segmentation criteria when evaluating specific customer personas or
segments and need to include a behavioral dimension.
12
When the behavioral segments are applied the reporting is filtered, such as this example that shows the measures for
visitors that interacted with the FAQ section of the website.
Adobe SiteCatalyst dimensions can also be brought into respondent level reports to give additional context to the
satisfaction scores. This example shows the site sections that respondents touched during their visit.
13
Also, the integrated dimensions can be used to filtered scheduled reporting such as a Satisfaction Performance report.
14
APPENDIX D
Handshake Code
The following is a template for the tagging code that is deployed to the “thank you” page for the ForeSee survey to be
integrated.

<script language="JavaScript" type="text/javascript" src="<path>/s_code_customer.js"></
script>
<script language="JavaScript" type="text/javascript">
s.sa("myReportSuiteID_Dev"); //"myReportSuiteID_Prod" will be used in production
s.trackDownloadLinks=false
s.trackExternalLinks=false
s.trackInlineStats=false
s.dynamicAccountSelection=false
s.usePlugins = false
s.pageName="foresee survey completed"
s.eVarX="[RESPONDENT_ID]"
s.t()
</script>

Notes
•
Items in blue are to be customized by the Adobe implementation consultant.
•
Items in violet are to customized by the ForeSee implementation team.
•
The s_code_customer.js file is the s_code file for the customer site related to the ForeSee survey – this is delivered
to the ForeSee implementation team by the Adobe consultant.
•
Requires SiteCatalyst code version H.9 or higher.
15

SiteCatalyst v 12.2 Admin Module ForeSee

Transcription

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