Web Analytics KPIs, Pivots & Measures

ServiceAnalytics

Availability2014.1 or later

Browser Health KPIs

Health signals for browsers

Network Request KPIs

Find the slow resource

Pivots

Segment by captured context

Combining KPIs, Measures and Pivots

From totals to user sessions

GermainUX provides preconfigured KPIs for detecting poor web experiences and identifying the user, application and technology conditions responsible for them. These KPIs help teams monitor user interactions, browser health, page performance, network requests, JavaScript behavior, chat, video, WebSockets and other aspects of modern web applications. Preconfigured analytics can be used as provided or customized for your applications and business requirements. Watch the Web Experience KPI overview.

What Web Experience Analytics Help You Understand

GermainUX can help answer questions such as:

Which pages, interactions or resources are slow?
Where do users encounter dead, rage or error clicks?
Which browser errors or JavaScript problems affect users?
Are poor experiences caused by the page, network, server or third-party content?
Which users, browsers, devices or locations are most affected?
Are chat, video or WebSocket features operating as expected?
Which problems are isolated, recurring or affecting conversion and adoption at scale?

KPI Levels

Web-experience KPIs may provide one or both of the following perspectives:

Level	Purpose	Examples
UX level	Describes what the user did or experienced.	Dead Click, Rage Click, Chat Transaction
Technology level	Describes browser, network, code or application behavior.	JavaScript Long Task, Page Memory, Outbound Fetch Request
Combined	Connects a user-visible problem with the associated technical condition.	Error Click, Browser Crash, Chat Event

User Interaction and Click KPIs

KPI	Level	Description
Dead Click	UX and technology	A click after which the page does not change, navigate or scroll as expected.
Error Click	UX and technology	A click associated with a subsequent JavaScript console error.
Mouse Click	Technology	An individual mouse click or touch interaction.
Rage Click	UX and technology	Multiple rapid, consecutive clicks on the same element, often indicating frustration or an unresponsive interface.
User Click	UX	A user-interaction interval containing the cumulative duration of synchronous and asynchronous activity between consecutive clicks.

Browser Health KPIs

KPI	Data model	Description
Browser Report		Captures browser-reported issues such as Content Security Policy violations, permissions or feature-policy violations, deprecated-feature usage and crashes.
JavaScript Long Task / Browser Freeze		An uninterrupted period during which the browser’s main UI thread remains busy for 50 milliseconds or longer.
JavaScript Console Event		A JavaScript console error, warning, informational or debug event.
Unhandled Promise Rejection		A rejected JavaScript promise for which no rejection handler is present.
JavaScript Popup Dialog		An alert, prompt or confirmation dialog displayed to the user.
Page Not Found		A page-not-found event, typically configured with `name == "Page Not Found"`.

Core Web Vitals and Page Performance

KPI	Data model	Description
Page Largest Paint		Largest Contentful Paint (LCP), which measures when the largest image or text block visible in the viewport is rendered.
Page Performance Measure — Element		A custom performance measurement for a selected page element, configured with `name == "Element"`.
Page Performance Measure — Custom Marks		A custom duration measured between two application-defined performance marks. The KPI name or constraint uses the measurement name supplied by the application.
Server Timing		Server-side timing information extracted by Real User Monitoring from the `Server-Timing` HTTP response header.

JavaScript and Page Memory KPIs

KPI	Data model	Description
JavaScript Heap Usage		Percentage of the available JavaScript heap currently in use.
JavaScript Heap Used Size		Amount of JavaScript heap memory currently used, measured in megabytes.
Page Memory		Memory used by the page, measured in megabytes.

Network Quality KPIs

KPI	Constraint	Description
Network Grade Changed	`name == "Network Grade Changed"`	Captures a change in the assessed quality of the user’s network connection.
Poor Network Location	—	A geolocation sample captured when the client’s network grade becomes poor.
Battery Status Changed	`name == "Battery Status Changed"`	Captures a change in the device’s reported battery status.

Network Request KPIs

KPI	Data model	Description
Outbound Document Request		Measures full-page loading from the first byte through the load event. It also provides DOM processing and DOM load durations.
Outbound Fetch Request		Measures an outbound request initiated through the Fetch API.
Outbound CSS Request		Measures the loading duration of a CSS resource.
Outbound Image Request		Measures the loading duration of an image.
Outbound Script Request		Measures the loading duration of a script.
Outbound Resource Request		Measures the loading duration of another monitored page resource.

These KPIs help determine whether a poor page experience is caused by the document itself, an API call, an image, a script, a stylesheet or another resource.

Chat and CTI KPIs

KPI	Data model	Description
Chat Event		Captures chat events such as agent availability and messages sent or received.
Chat Transaction		Measures chat activity such as conversation duration or agent response time.

Chat data can be correlated with user sessions, application behavior and workflow outcomes to determine whether friction came from the conversation, agent availability, chat technology or the surrounding application experience.

Video KPIs

KPI	Data model	Description
Video Event		Captures video actions such as start, pause, seek, maximize and end.
Video Transaction		Measures watched duration.

WebSocket KPIs

KPI	Data model	Description
WebSocket Connection Event		Captures an opened or closed WebSocket connection.
WebSocket Error		Captures a WebSocket error.
WebSocket Message Size		Measures the size, in bytes, of messages sent or received.
WebSocket Session		Measures the duration between the opening and closing of a WebSocket connection.

Content and Message Detection

KPI	Data model	Description
Phrase of Interest Appeared		Captures text matching a phrase configured in the corresponding UX Monitoring Profile, such as an error, warning or business confirmation.

Website Audit, SEO and Crawler KPIs

KPI	Data model	Description
Website SEO Audit		Captures website issues involving JavaScript execution, CSS, DOM size, memory, network performance and third-party technologies such as chatbots, tag managers or embedded video.
Website URL Availability		Captures URL availability results produced by the Website Crawler.

Custom Browser Data

KPI	Data model	Description
Browser Event		A custom discrete browser event.
Browser Metric		A custom numerical browser measurement.
Browser Transaction		A custom browser activity with a start, end and duration.

Pivots

A pivot segments KPI results by a selected dimension. Available pivots depend on the KPI and the context captured by the monitoring profile. Common pivots include:

Application, page and component
Request URL, resource type and domain
Browser, browser family, device and operating system
User, role, group and department
Session and correlation IDs
Error, status, severity and phrase of interest

Show all 10

Network grade and client location
System, target, host and environment
Campaign, landing page, exit page and referrer
Video action, chat event or WebSocket state

Pivots help determine whether a problem is widespread or concentrated within a particular page, resource, browser, location, user group or application version.

Measures

A measure is the calculation applied to a KPI. Depending on the KPI and data model, available measures can include:

Count and distinct count
Minimum and maximum
Average and total
Current or latest value
Duration and active duration
Error or failure count

Show all 10

Resource size and memory usage
Throughput and request rate
50th, 90th, 95th, 99th and 99.9th percentiles
Standard deviation

Percentiles are especially useful for page, request and interaction durations because an average can hide severe degradation affecting a smaller group of users.

Combining KPIs, Measures and Pivots

Web-experience question	KPI	Measure	Pivot
Which pages generate the most frustration?	Rage Click	Count	Page title
Which scripts slow pages the most?	Outbound Script Request	95th-percentile duration	Request URL
Which browsers encounter the most JavaScript errors?	JavaScript Console Event	Error count	Browser family
Which application pages consume the most memory?	Page Memory	Maximum	Page path
Which locations experience poor network quality?	Poor Network Location	Count	Client region
Which chat experiences have the slowest response time?	Chat Transaction	95th-percentile duration	Application or agent group
Which URLs fail crawler availability checks?	Website URL Availability	Failure count	URL

Teams can drill from an aggregate result into affected segments, individual events and user sessions. Session Replay and related technical traces can then show what users experienced and why the issue occurred.

Customize the Analytics

GermainUX can support custom:

Browser events, metrics and transactions
Performance marks and element measurements
KPI constraints and event definitions
Measures, formulas and pivots
Phrases and messages of interest
Static and statistical SLAs
Dashboards, alerts and reports
Correlation, tracing and automated actions

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Contact GermainUX Support

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

Browser Health KPIs

Network Request KPIs

Pivots

Combining KPIs, Measures and Pivots

​What Web Experience Analytics Help You Understand

​KPI Levels

​User Interaction and Click KPIs

​Browser Health KPIs

​Core Web Vitals and Page Performance

​JavaScript and Page Memory KPIs

​Network Quality KPIs

​Network Request KPIs

​Chat and CTI KPIs

​Video KPIs

​WebSocket KPIs

​Content and Message Detection

​Website Audit, SEO and Crawler KPIs

​Custom Browser Data

​Pivots

​Measures

​Combining KPIs, Measures and Pivots

​Customize the Analytics

​Get Help

Contact GermainUX Support

Can't find what you need?

What Web Experience Analytics Help You Understand

KPI Levels

User Interaction and Click KPIs

Browser Health KPIs

Core Web Vitals and Page Performance

JavaScript and Page Memory KPIs

Network Quality KPIs

Network Request KPIs

Chat and CTI KPIs

Video KPIs

WebSocket KPIs

Content and Message Detection

Website Audit, SEO and Crawler KPIs

Custom Browser Data

Pivots

Measures

Combining KPIs, Measures and Pivots

Customize the Analytics

Get Help