How do I integration session replay with a Voice of Customer (VOC) solution?

Acoustic Experience Analytics (Tealeaf) provides an API that enables Voice of Customer (VOC) users to link directly from the customer comment section of the VOC user interface to the replay of the customer session. You can also use the API to link from the customer comment section of the VOC email to a replay of the customer session.

You can integrate session replay with VOC solutions such as OpinionLab or ForeSee. The Acoustic Experience Analytics (Tealeaf) API simplifies session replay-to-VOC integration while improving your customer service representative's ability to assist customers.

Note: The requirements for integrating session replay with a VOC solution can vary depending on the VOC vendor. To ensure a successful integration of session replay and your VOC solution, consult with your Acoustic Experience Analytics (Tealeaf) professional services representative and a VOC vendor integration specialist.

Implementation requirements for integrating session replay with a VOC solution

The implementation requirements for integrating session replay with a VOC solution include the following:

  1. Experience Analytics needs to programmatically send to the VOC the Session ID with the website survey response. This can be done by setting a JavaScript variable or a cookie on the website.
    Note: The variable / cookie name must be TLSessionID.

    Required parameters:

    • TLTSID

      The session ID, which is most often labeled TLTSID, can be found in the cookie, which is accessible from the browser.

    • SessionDate

      Provide the timestamp that is as close to the card creation/submission time as possible. Ideally, the timestamp should be associated with the experience that the user wasn't happy with (or was happy with).

    • HostName

      The value for this parameter is api.tealeaf.ibmcloud.com.

    • OrgKey

      The setting for the OrgKey parameter is provided by Experience Analytics Professional Services.

  2. Provide the replay base URL, which looks similar to this:
    https://api.tealeaf.ibmcloud.com/v1/
replay?sid=80FD6EEDE5AB846F43A1CA8239C0B16E&sessionDate
=2016-09-06_2023:24:04&orgKey=0000&redirect=true

For each survey response received, ForeSee inserts the TLTSID into the URL dynamically, and creates the link to view the session replay.

API properties

The Acoustic Experience Analytics (Tealeaf) API that integrates session replay with the VOC solution takes the following parameters:

Host Name
The hostname of the Experience Analytics application.
TLTSID
The session ID for Experience Analytics, which is used to locate the session. The Session ID is a cookie value known as TLTSID.
SessionDate
The date of the session. The timestamp is displayed in Greenwich Mean Time (GMT), and the format can be either yyyy-mm-dd or yyyy-mm-dd HH:mm:ss.

If the value for the TLTSID parameter corresponds to multiple sessions, and the session date format is yyyy-mm-dd, the session returned for replay is the most current as it pertains to the SessionDate.

If the value for the TLTSID parameter corresponds to multiple sessions, and the session date format is yyyy-mm-dd HH:mm:ss, the session returned for replay is the session that occurred at that time (+/- a second).

orgCodeKey
The DataCenter ID + OrgCode combined string for uniqueness across data center.
Redirect Status
Determines whether to redirect to session replay or not. Default setting for the Redirect Status parameter is True.

When True, the API starts an http redirect to the final destination of the reporting Replay user interface.

When False, the API responds with the Replay user interface URL.

Work flow

  1. The customer service representative receives an email from the VOC vendor with a link to the VOC comments.
  2. The customer service representative clicks the VOC link that opens the customer comments section of the VOC user interface.
  3. The VOC customer comment section contains a link to session replay, which is derived from the session ID (TLTSID) and which is captured during the VOC process.
  4. The customer service representative clicks the link to access a replay of the customer session.
    • If the customer service representative is authenticated into Acoustic Experience Analytics (Tealeaf), session replay opens directly.
    • If the customer service representative is not authenticated, they must enter their credentials and then are redirected to Session replay.