Session Replay

Session Replay is a powerful tool that can modernize your Digital Experience Monitoring (DEM) strategy. You can use it to capture and visually replay the complete digital experience of every user.

You can record all interactions that customers have with your web application and replay each click and action in a movie-like experience. Session Replay also makes it easy for your QA teams to reproduce production issues, which can be used by your developers to bridge the gap between code and user experience.

Session Replay helps identify errors that should be fixed immediately and other problems such as malformed pages and infinite spinners.

Session Replay can also be used to identify and analyze areas of struggle in your application and improve its overall usability.

Uses for Session Replay

Error drill-down

With Session Replay, you can drill down further into the details of detected errors:

  • Detect JavaScript errors and other issues.
  • Understand the exact user actions that led to an error.
  • Understand the severity of the problem and its effect on user experience.
  • Observe the customer impact by replaying and viewing a session (in cases where the problem isn't obvious).

Developers can use Session Replay as a means to view, analyze, reproduce, and fix errors.

For the purpose of error drill-down, you don't need to have all sessions recorded. You could use cost and traffic control to record only a subset of sessions. If the error to be analyzed isn't too sporadic, it can be detected even if only 20% of sessions are recorded.

The default data retention timeframe of 35 days is applied to these sessions.

Important

The ability to play back recorded user sessions, with or without playback masking settings, is permission controlled. Permissions are available at the environment level as well as the management-zone level. Read more in Manage user groups and permissions.

Complaint resolution

Because Session Replay is the best way to demonstrate what the user actually did, it provides the means to resolve customer complaints. Use Session Replay to:

  • See the exact journey of the customer in your application.
  • Identify the exact problem faced by the user.
  • Provide correct instructions.

To resolve customer complaints, it’s ideal that all sessions be recorded. However, to save storage space, it's recommended that a lower retention time be set.

Usability analysis

Session Replay can also be used to detect and analyze the following issues:

  • The UX design isn't intuitive enough.
  • The process flow is too complicated, and users tend to leave your application midway.
  • The application is slow, and the user clicks repeatedly to move to the next page.
  • The application doesn't work as expected on all browsers.
  • The mobile web app prompts the user to change the orientation of their mobile device, but the user doesn't understand the prompt.

The default data retention time is applied to these sessions.

Technical restrictions

Session Replay is compatible with page-based applications, single-page applications, and applications that use iFrames. However, certain restrictions apply.

Frequently asked questions