MM: I would guess, Bob, that it only compounds and manifests when we start talking about “composite applications.” That is, customer-facing dashboard or cockpits that are syndicating in several dozen different applications from a dozen different systems of record.

BK: Sure. Absolutely.

MM: So the composite applications basically make it even more difficult to understand any one particular session and what precipitated someone bouncing out or abandoning the session.

BK: As mentioned the feedback from visitors tends to be inadequate to understanding the problem and being able to recreate it. With session playback the customer has all the in-bound and out-bound information so they can fully research what has occurred and what did not perform effectively.

Another powerful capability of Tealeaf allows call center agents to replay sessions in real-time meaning when the visitor calls in you can pull up their session and see what they saw. This adds visualization to the discussion and allows the call center to better communicate the findings to the web team.