407263 - Need mechanism to easily track a user from kb to chat

Status: RESOLVED INCOMPLETE

(support.mozilla.org Graveyard :: Chat, defect)

Description

[Majken Connor [:Kensie]]

For our own stats and quality metrics, we'll need to know what paths users followed in the kb before they ended up in chat and what their problem ended up being.

The chat software allows us to pull a variable from things like the headers and cookies from the user initiating chat.  Is there something there that will help us associate users across both apps?

Comment 1

[Nelson Ko [:nkoth]]

From what I know, Urchin can track clicks on outgoing links. 

Comment 2

[Majken Connor [:Kensie]]

Ok, so I just need to know what urchin tracks, and match that up with something that openfire tracks. IP I guess?

Comment 3

[David Tenser [:djst]]

More generally, we need to see the navigation paths people take regardless where they end up. We will be switching from Urchin to Omniture shortly, and this might take care of that (and we should definitely follow up on it once implemented).

Is this bug report specifically about connecting that navigation path with the question asked in the live chat?

Unsetting target milestone, as this is unlikely to be implemented anytime soon since it involves lots of separate software.

Comment 4

[Majken Connor [:Kensie]]

This is so we can find out what solution the user ended up with and connect it back to what they searched on in the kb. Were they already on the right page? Did they get no where near it? What search options did they try already? Then we can add those tags to articles as appropriate and hopefully make the right article turn up next time.

Comment 5

[Laura Thomson :laura]

Two things:
1.  Need to check privacy policy for logged in users (laura)
2.  Technical part is not hard IMHO

Comment 6

[James Socol [:jsocol, :james]]

s/Omniture/WebTrends/ and who knows what else. We have other metrics we're focusing on right now.