IBM Tealeaf Customer Experience integration

IBM Tealeaf Customer Experience (Tealeaf) records what our customers are seeing on the store web pages and how they interact with store pages. By using Tealeaf to provide insight into our customers’ online experience, we can monitor business and usability metrics, identify issues in real-time, and prioritize site improvements.

Tealeaf and the Aurora starter store

Tealeaf Passive Capture Application (PCA) can capture and replay the website with no modification to the site itself. However, all JavaScript and Ajax interactions remain local to the web page; since they are not transmitted to the website they are not captured by PCA.

Adding Tealeaf UI Capture (UIC) JavaScript to the store JavaServer Pages captures the state of the web pages and its JavaScript interactions, and other information only available in the page such as page load times, the resolution of the user display, and other predefined attributes.

Note: The Aurora store does not ship with the Tealeaf client-side UIC library. To obtain Tealeaf client-side UIC library and the Fiddler plug-in, contact Tealeaf customer support.

Known issues and limitations

• Use Browser Based Replay to observe a recurring B2B order, a specific error that can be encountered by the user is not captured and displayed. To correct this behavior:

  1. Open the global options for Tealeaf replay at http://tealeafportal_hostname:38000.

  2. Set the value for ExecUIEventNow to 1.

Configure Tealeaf

Tealeaf consists of a number of components that capture, store, and replay customer browsing sessions. To use Tealeaf with your online store, we must configure the Tealeaf capture and replay environments, and enable Tealeaf integration in the store.

• Tealeaf UI Capture environment configuration
  Configure Tealeaf UI Capture library to capture the JavaScript and Ajax interactions of the web pages in the browsing sessions of your online store. We must then add client-side configuration files to the store web pages.

• Tealeaf replay environment configuration
  Tealeaf includes two replay tools we use to view captured browsing sessions.

• Configure Tealeaf User Interface Capture with Fiddler
  To unit test that the configured DOM events are captured by UIC in Aurora store check out pages, developers must install Fiddler and a Tealeaf replay tool. Fiddler is a web debugging proxy that logs all HTTP and HTTPS traffic between your computer and the Internet. We can use either the stand-alone RealiTea Viewer (RTV) or the Browser Based Replay (BBR) as a replay tool.

• Testing client browsing capture
  For developers, we can use the browser and Fiddler to test the capturing of browsing sessions.