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ServiceAnalytics
Availability2014.1 or later

Benefits

What custom insights deliver

Custom categorization

Group raw messages consistently

Custom dashboard insights

Build tailored KPI analysis

Component requirements

Check needed components

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Overview

Custom Insights let you define the business, user-experience, application, and technology events that GermainUX should detect, analyze, and expose. Use Custom Insights when the information you need is not available through a preconfigured GermainUX KPI, rule, category, business process, dashboard, or Session Replay insight. Custom Insights can be created from data collected by GermainUX RUM JS, browser extensions, mobile monitoring, GermainUX Engine, APIs, integrations, synthetic transactions, and other configured data sources.

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Benefits

Custom Insights help organizations:
  • Detect application- and business-specific events.
  • Convert collected events into measurable KPIs.
  • Identify errors, friction, abandonment, and process failures.
  • Analyze performance and behavior using custom measures and pivots.
  • Correlate user activity with application, infrastructure, database, API, and integration activity.
  • Highlight important events in Session Replay.
  • Monitor business processes and customer journeys.
  • Detect phrases, messages, or error text displayed to users.
  • Apply customer-specific rules, categories, thresholds, and service-level objectives.
  • Feed relevant findings into dashboards, alerts, reports, watches, and automated actions.

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Types of Custom Insights

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Custom KPIs, measures, and pivots

A Custom KPI turns a customer-specific event or measurement into a fact that GermainUX can analyze. For each KPI, configure the information required for analysis:
  • KPI name and description
  • Data source
  • Timestamp
  • Measures
  • Pivots
  • Filters
  • Units
  • Retention
  • Security and access requirements
Measures define what GermainUX calculates. Pivots define how users can segment the results. For example, a Payment Failed KPI can provide:
  • Failure count
  • Failure rate
  • Lost order value
  • Time spent before failure
  • Payment provider
  • Storefront
  • Browser
  • Device
  • Customer region
  • Error code
See KPIs, Pivots, and Measures.

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Custom rules

Rules detect customer-specific conditions and can create or enrich facts for further analysis. A rule can evaluate:
  • Event properties
  • KPI values
  • Text or regular expressions
  • Application and environment
  • User or customer attributes
  • Transaction duration
  • Error codes
  • Process status
  • Related or correlated facts
  • Thresholds and calculated values
Examples include:
  • Identify orders that reached payment but not confirmation.
  • Detect repeated submission attempts in the same session.
  • Classify a technical error according to its message.
  • Flag transactions exceeding a customer-defined duration.
  • Detect a business event containing an invalid or unexpected value.
See Rules.

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Custom categorization

Categorization converts raw messages, errors, feedback, or events into consistent groups that are easier to analyze. For example, different messages such as Card declined, Authorization rejected, and Payment method refused can be grouped under a Payment Authorization category. Categories can be used in:
  • KPI analysis
  • Dashboards
  • Filters
  • Reports
  • Alerts
  • Root-cause analysis
  • Session Replay
  • Business-process analysis
See Categorization.

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Custom correlation

Correlation connects related activity across users, applications, services, infrastructure, databases, APIs, and integrations. Facts can be correlated using:
  • Session ID
  • User ID
  • Transaction ID
  • Order, case, or request ID
  • Exact property values
  • Application or component
  • Time proximity
  • Customer-defined identifiers
For example, GermainUX can associate a checkout failure recorded in the browser with the corresponding API request, application error, database activity, or integration failure when the required correlation data is available. See Correlation and Tracing.

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Custom business-process insights

Custom business processes define the milestones that make up a customer journey or employee workflow. For each process, GermainUX can analyze:
  • Started processes
  • Completed processes
  • Abandoned processes
  • Failed steps
  • Repeated steps
  • Step duration
  • End-to-end duration
  • Conversion
  • Drop-off
  • Business impact
  • Affected users
  • Related errors and performance issues
Examples include:
  • Product search to purchase
  • Cart to checkout
  • Lead to opportunity
  • Case creation to resolution
  • Quote to order
  • Login to task completion
  • Employee onboarding
  • Approval workflows
See Business-Process and Workflow Mining.

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Phrases of Interest

Turn any sentence that appears in a recorded user session into a KPI for analysis in GermainUX. A Phrase of Interest can detect:
  • Exact text
  • Partial text
  • Error messages
  • Confirmation messages
  • Business messages
  • Regular-expression patterns
When the configured text appears, GermainUX creates a Phrase of Interest Appeared KPI fact and marks the occurrence in the recorded session. Examples include:
  • “Payment could not be processed”
  • “Your order has been confirmed”
  • “No inventory is available”
  • “Your session has expired”
  • “An unexpected error occurred”

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Add a phrase from Session Replay

1

Open a recorded user session

2

Highlight the relevant text

3

Right-click the selected text

4

Select Add text to Phrases-of-Interest

5

Configure the phrase and save the monitoring profile

Phrases can also be managed through the appropriate UX Monitoring Profile under Analytics > UX Monitoring Profiles.

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Custom Replay Insights

Display a specific event—such as Payment Failed or Checkout Completed—on the Session Replay timeline each time it occurs during a user session. A Custom Replay Insight can provide:
  • A dedicated tab on the Session Replay timeline
  • A timeline marker for every matching event
  • A customer-defined label
  • A tooltip
  • A color
  • An icon
  • A marker height and position
  • A filter that determines which KPI facts appear
Custom Replay Insights can expose events such as:
  • Login Failed
  • Search Performed
  • Product Viewed
  • Add to Cart
  • Remove from Cart
  • Checkout Started
  • Payment Failed
  • Checkout Completed
  • Form Validation Failed
  • Case Submitted
  • Approval Rejected
  • JavaScript Error
  • API Failure
  • User Feedback Submitted
Configure Replay timeline events under: Workspace > Settings > System > System Settings > UI Config > Analysis Dashboards > User Session Replay > Portlets > Replay of User Session > timelineEvents Each timeline event can identify the target KPI and an optional KPI filter, together with its display properties. For additional Session Replay settings, see User Monitoring and Session Replay Configuration.

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Custom dashboard insights

Custom dashboard insights present customer-specific analysis using selected KPIs, measures, pivots, filters, formulas, and visualizations. Examples include:
  • Payment failures by provider
  • Checkout abandonment by device
  • Application errors by release
  • Slow workflows by employee role
  • Failed integrations by endpoint
  • Customer feedback by category
  • Lost revenue associated with technical failures
See Analytics Dashboards.

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Custom AI insights

Where AI capabilities are configured and available, customer-defined prompts can analyze supported GermainUX data to produce insights such as:
  • Session summaries
  • User-friction summaries
  • Error explanations
  • Feedback classification
  • Common issue identification
  • Business-impact summaries
  • Investigation assistance
AI-generated results depend on the selected data, configured AI provider, permissions, privacy controls, and available context.

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Business outcomes

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From insight to action

A Custom Insight can be used as an input to other GermainUX capabilities: See Analytics, Monitoring, and Automation.

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Component requirements

The required GermainUX components depend on the source and purpose of the Custom Insight. Feature availability depends on the deployed GermainUX version, licensed capabilities, data sources, application architecture, and monitoring configuration.

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The content of this document is proprietary to GERMAIN SOFTWARE LLC.