Janrain Customer Insights Version 2.0
You did it: you found the home page for Janrain Customer Insights Version 2.0. And your reward for finding this page are the links to a number of important Customer Insights topics, including:
|Customer Insights Overview||In case you aren’t even sure what you’re getting into here.|
|Logging on to Customer Insights||How to access and log on to Customer Insights. And what to do if you forget your Customer Insights password.|
|Customer Insights Event Types||What exactly is the signin.sso event, and what exactly do you need to know about this event (as well as the other Customer Insights event types)?|
|Customer Insights Access Levels||A brief primer on the differences between a Customer Advanced User and a Customer Basic User.|
|Customer Insights Terminology||A good place to start if you’re new to Customer Insights, or if you aren’t totally sure what the difference is between a Space and a Perspective. And what exactly is an Explore? You’ll find the answer here.|
|Finding Information in Customer Insights||Working with Spaces, marking Favorites, using search - you’ll find all that information in this section.|
|Viewing Information in Customer Insights||Why did my Run button turn purple? What does Clear Cache & Reset mean? How do I sort data in table? If you have questions about viewing data and about working with reports (i.e., Looks and Dashboards), there’s a good chance you’ll find the answers here.|
|Scheduling, Sending, and Downloading Data||The data belongs to you; you might as well make full use of it.|
|Creating Looks (and Working with Explores)||Because sometimes you want to (or need to) do it yourself.|
|Creating Dashboards||The ultimate control panels for visualizing and analyzing customer data.|
In addition to the above sections, we have a few useful appendices as well:
|Customer Insights Filter Operators Reference||Must reading for anyone who wants to “slice and dice” the data to fit their own needs.|
|Customer Insights Explore Reference||A detailed look at the Explores that ship with Customer Insights, and what you can do with them.|
|Customer Insights Visualization Reference||Everything you could ever want to know (and then some) about the charts, maps, and other visualizations available in Customer Insights.|
|Customer Insights Dashboards and Looks||A brief overview of the Dashboards and Looks that come standard with Customer Insights 2.0.|
|Quick Start: Creating Your First Look||A step-by-step guide to creating a Customer Insights Look.|
|Quick Start: Creating Your First Dashboard||A step-by-step guide to creating a Customer Insights Dashboard.|
Customer Insights Overview
According to Sir Francis Bacon, “Knowledge is power.”
OK, admittedly, there’s no evidence that Sir Francis ever said that knowledge is power. But that doesn’t matter. What does matter is that the old adage is correct: the more information you have about the things the better off you’re going to be.
Oh, and remember that other old adage, the one about “What you don’t know can’t hurt you”? That one is not correct, especially when it comes to managing your web site. In that case, knowledge is everything; after all, you need to know the answers to questions like:
- Are more people logging onto your web site than were logging on a year ago?
- You just finished a marketing campaign to encourage people to register for the site. Did that marketing campaign do any good?
- Someone told you a surprisingly-large number of users in the under 40 age group have stopped logging onto your site. Is that true?
- It’s been suggested that you localize some of your web content. Do you have enough users from outside the US to justify that effort?
- It’s time for maintenance and updates, something that could take a full day. Which day of the week would cause the least disruption if the site was down for an extended period of time?
Those are important questions, but they’re also questions that can be difficult to answer with any certainty.
You know, unless you have Janrain Customer Insights Version 2.0:
Customer Insights 2.0 is Janrain’s premier reporting and data analytics tool. With Customer Insights you can use reports and dashboards (either those that ship with the product or those that you build yourself) to answer questions about such things as who is logging on to your site, where are they logging on from, and - if you’re using Customer Journey Analytics - what they do after they log on.
Best of all, this sophisticated data retrieval and analysis can be carried out by using a point and click, jargon-free interface that shields you from the complexity of database access and database queries. Need information about the web browsers people are using the access your site? If you wanted to, you could write a SQL query similar to this:
SELECT user_agent_dim.browser AS "user_agent_dim.browser", COUNT(DISTINCT user_agent_dim.user_agent_id ) AS "user_agent_dim.count" FROM janrain.event_fact AS event_fact LEFT JOIN janrain.app_dim AS app_dim ON event_fact.app_id = app_dim.app_id LEFT JOIN janrain.user_agent_dim AS user_agent_dim ON event_fact.user_agent_id = user_agent_dim.user_agent_id WHERE ((CASE WHEN '' = 'y' THEN MD5(app_dim.capture_app_id) ELSE app_dim.capture_app_id END) LIKE '%') GROUP BY 1 ORDER BY 2 DESC LIMIT 500
Or, with just a couple clicks of the mouse, you could create a Customer Insights “Explore” that does all the work for you:
And yes, now that you mention it, you can display the returned data as a column chart rather than a table:
Unless you’d prefer a pie chart:
Or maybe - well, you get the idea.
This documentation explains - in detail -how to get started with Customer Insights. In addition, the documentation also explains how to make the best use of Customer Insights. But before you can do that, you need to know how to log on to Customer Insights in the first place.
Logging on to Customer Insights
If your organization has a subscription to Customer Insights, and if you have a Customer Insights account, you can access the product and log on by pointing your web browser towards the following URL:
After accessing the site, enter your email address and your Customer Insights password, and then click Log In:
You might note the Stay logged in checkbox at the bottom of the login page. By default, a Customer Insights session lasts for 30 minutes; after that time, and unless you specify otherwise, you’ll automatically be logged off:
That’s the default behavior. However, if you select the Stay logged in checkbox before logging in, your Customer Insights session will be extended to 30 days. That means two things. First, you won’t have to keep answering questions every 30 minutes about whether or not you want to keep your session going. Second, if you close your browser tab (but don’t close the browser session) you can access Customer Insights without having to log back on.
As noted, these “extended” sessions last for 30 days; at that point, you’ll need to once again select the checkbox before logging on and starting a new session. You can verify your session status at any time by clicking your user profile icon and then clicking Sessions:
For example, here’s a session that lasts for 30 minutes:
And here’s a session that lasts for 30 days:
What Happens if You Forget Your Password?
Sooner or later it happens to the best of us: we forget our password to a web site. Fortunately, forgetting your password to Customer Insights is something less than a catastrophe. If you can’t remember your password, just click the Forgot your password? link on the login page. Do that, and you’ll get the opportunity to reset your password simply by supplying your email address and then clicking Reset Password:
In turn, you’ll be sent a link to the password reset page:
Customer Insights Event Types
Many of the default Customer Insights visualizations center around events and event types. For example, the following chart shows the total number of events - broken down by event type - that have occurred during each hour of the day:
Is that useful information? You bet it is … provided that you know what an event like “entity_create” actually is, and when an event like that might be triggered. You’ll find a brief overview of the Customer Insights event types in the sections below:
A single-sign on (SSO) federation event. The signin.sso event is triggered any time a user is automatically authenticated (logged on) to another site within an SSO federation of sites; this is true regardless of whether the user initially logged on by using traditional sign-in or social sign-in.
For example, suppose a user employs traditional sign-in to log on to Site A; at that point, the sign-in.traditional event is fired. The user then clicks a link and is taken to Site B, a site within the same federation of sites as Site A. When the user arrives at Site B, the user is automatically logged on, and the signin.sso event occurs.
That, by the way, is why Janrain collects entity_create events in addition to signin.social_register and signin.traditional_register events. For example, suppose 25 users register for a site using traditional registration; you then add 20 more users by using bulk import. In Customer Insights, you will see 25 signin.traditional_register events, one for each user who signed up by using traditional registration. What you will not see are signin.traditional_register events for the users added by using bulk import: bulk import does not trigger registration events. However, there will be 45 event_create events: 25 for the traditional registrations plus 20 for the bulk import.
An entity (user profile) has been updated or changed. The entity_update event is triggered any time a profile is edited , either by the user, an administrator/agent, or any other person or process. This event is also fired each time a user authenticates (logs in); that’s because, with every logon, the last login date attribute is updated. In turn, that means the user profile is updated.
Note that the entity_update event is not triggered when an entity.replace API call is made. During an entity replace, the user profile is not really updated; instead, it is effectively replaced by a new user profile.
An entity (user profile) has been deleted. This event is triggered only when a user profile is deleted from the system; deactivating an account does not fire the entity_delete event. That’s because deactivation simply changes the deactivation date attribute, an action that fires an entity_update event instead. The account itself is not deleted (and can be restored, in full, simply by clearing the deactivation date attribute).
Customer Insights Access Levels
Customer Insights includes two different access levels: Customer Advanced User and Customer Basic User. By default, each organization is limited to 10 accounts of each type (10 Advanced User accounts and 10 Basic User accounts), making it important to understand the differences between the two access levels. And, coincidentally enough, we just happen to have a table listing some of those key differences:
|Task||Advanced User||Basic User|
|Add a Look to a Dashboard||Yes||No|
|Change Your Default Space||Yes||Yes|
|Copy a Dashboard||Yes||No|
|Copy a Look||Yes||No|
|Email Data to Other Users||Yes||Yes|
|Manage Access to Their Personal Space||Yes||Yes|
|Mark Items as Favorites||Yes||Yes|
|Schedule Data Delivery||Yes||Yes|
|Share a Look or an Explore||Yes||No|
|View Dashboard Access Settings||Yes||Yes|
Obviously these access levels affect the tasks you are able to carry out within the product. They also affect the product’s look and feel. For example, here are the options available to an Advanced User when viewing a Dashboard:
And here are the settings available to a Basic user accessing the same Dashboard:
Customer Insights Terminology
Considering all cool (not to mention powerful and sophisticated) things that you can do with Customer Insights, you will likely be amazed at how easy the product is to use. In fact, the hardest thing about learning your way around Customer Insights will likely involve learning a few terms - Looks, Explores, Spaces - that are largely unique to the product.
And just how hard will that be? Well, if you take a moment to read the following terminology guide, not very hard at all. In this section of the documentation we’ll briefly define and explain:
Spaces are roughly equivalent to the file folders found in a computer’s file system: spaces exist only to store, and to help organize, other things. In the case of a Customer Insights space, those other things are Dashboards and Looks (see below). By default, anyone logging on to Customer Insights has access to three spaces:
- Shared, a space where you’ll find Dashboards and Looks that have been made available to everyone in your organization or everyone is a specified group.
- A personal space named after you. (For example, if your name is Bob Jones you’ll see a space named Bob Jones.)
- Users (which, technically, is where your personal space is actually stored). If other users grant you access to their personal spaces, you can access those spaces from the Users space as well.
Depending on your access permissions, you might be able to create additional spaces within your personal space. How do you know if you have the necessary access permissions? The easiest way to find out is to open your space and see if there’s a New button:
If there is, then you can create a new space (or a new Dashboard):
If there’s not, then you can’t.
At first glance, perspectives seem to be just another name for spaces; after all, both perspectives and spaces are shown on the Browse menu, and both perspectives and spaces provide links to Dashboards and Looks. So then what is the difference between the two? The primary difference is that perspectives are strictly for navigational purposes: they provide links to Dashboards and Looks, but you cannot create and store Dashboards and Looks in a perspective.
Customer Insights includes the following perspectives:
- Home. Provides links to Dashboards and Looks that might be of interest to you.
- Favorites. Provides links to Dashboards and Looks you have marked as favorites (similar to bookmarking a page in a web browser).
- Popular. Provides links to the most popular (i.e., the most-viewed) Dashboards and Looks.
- Recently Viewed. Provides links to the Dashboards and Looks you have most recently visited.
If you know what a car dashboard is then you have a pretty good idea what a Customer Insights Dashboard is as well. In a car, a dashboard serves two purposes: it provides you with information at your fingertips (how fast are you going, how many miles have you traveled, how much gas do you have left in the tank) and also provides controls for interacting with the car (you can change the radio station, you can turn down the air conditioning, you can enter a new destination into the navigational system). Do you have to reach into the backset to turn on the radio, or open the trunk to check the oil pressure? Of course not: all those things are found on the dashboard.
Customer Insights Dashboards perform similar tasks. Information at your fingertips? One of the primary purposes of Dashboards is to provide “one-stop shopping” for your information needs. For example, look at all the different visualizations (and all the different types of information) found on the Report - Demographics Dashboard:
Profiles by email provider, profiles by gender, profiles by age, profiles by country - they’re all there. Customer Insights Dashboards typically have an interactive element as well. For example, that same Report - Demographics Dashboard includes a number of filters that let you manipulate the data displayed on the Dashboard:
Want to view data just for users who listed male as their preferred gender? Then do it, and notice how the visualizations change:
If a Customer Insights Dashboard is similar to a car dashboard, then a Look is similar to one of the gauges found on that dashboard. In a car, there will be a number of gauges, most of which do one thing: the oil pressure gauge tells you the oil pressure; the fuel gauge tells you how much gas is left in your gas tank; the temperature gauge tells you the current engine temperature.
Looks perform a similar function. On a Dashboard you might have a Look that returns information about user demographics; a second Look that reports information about registration and sign-in events; and a third Look that tells you which web browsers are being used to access your site. Like a gauge, each Look performs a single task, but combining multiple Looks (gauges) on a Dashboard can provide a way to monitor your entire site.
Oh, and remember that cool Dashboard we showed you a moment ago:
Each little section of that Dashboard, each chart and graph (i.e., each visualization) is actually a Look. Looks retrieve and display data; Dashboards are just a way to gather a bunch of different looks in a single place.
There’s also one other difference between Looks and gauges. If you remove a gauge from a Dashboard that gauge won’t be of much use: a speedometer pretty much has to be installed in a Dashboard in order to report useful information. That isn’t true of Looks, however: Looks do not have to be included in a Dashboard (a standalone Look returns the same information as a Look found on a Dashboard). Like we said, Dashboards are just a convenient way to organize multiple (and typically similar) Looks.
In Customer Insights, an Explore is really another name for a database table. For example, one of the default tables included with Customer Insights 2.0 is named App Dim. As it turns out, App Dim is derived from a database table named app_dim. The following table shows the relationship between the fields found in App Dim and the fields found in app_dim:
Is it important that you know that App Dim is - for the most part - just a more user-friendly version of the table app_dim? No, not really. However, if you have experience working with databases, knowing that Explores are just database tables might make it a little easier to understand what you really doing when you use these Explores to create Looks.
Although, as you’ll soon find out, Explores are pretty easy to understand regardless.
Visualizations are the charts and graphs (as well as tables and text messages and maps and ….) used to display the data returned by a Look or an Explore. Note that all Looks and all Explores must include a visualization. If you don’t specifically choose a visualization, a default visualization (typically the column chart) will be selected for you.
Visualizations available in Customer Insights 2.0 include:
- Single Value
- Static Map (Regions)
- Static Map (Points)
- Donut Multiple
- Single Record
Filters enable you to zero in on the data that’s most important (and most useful) to you at any given time. For example, suppose you have a dataset that shows all the different web browsers used to access your site:
That’s a useful dataset, although it does contain 38,152,403 records (!). That’s a lot of records, especially if you’re only interested in Android browsers. Of course, if you wanted to, you could meticulously comb your way through all the records, looking only for those records where the Browser is equal to Android. In theory, and given enough time, that would work.
However, a better approach might be to create a filter that does the very same thing:
When you run this query, you’ll get back a very different dataset, albeit one that still has 512,106 records in it:
That’s a little better, and that’s what filters are for: they help make your datasets more manageable.
Ah, but wait: there’s more. Suppose you aren’t interested in Android browsers in general, but only in Android browsers used on mobile devices. Do you have to wade through all 500,000+ records to find that data? No. Instead, you can add a second filter to further target the returned data:
Now we get back this dataset, which contains 93,317 records:
And if you’re only interested in Android 5.x mobile browsers, well, just add another query:
Now we get back 5 records:
That’s what filters are for.
Admittedly, you won’t see the word query very often when working with Customer Insights; in fact, you probably won’t see it at all. However, you will see that term used throughout this documentation. For example, consider the following note from the Creating Looks topic, where the term query appears no less than 5 times:
When the documentation refers to a query or running a query, it’s invariably referring to what happens when you first access a Dashboard or Look, or what happens when you click the Run button. Although Customers Insights doesn’t use the term, under the covers the product is creating and running often-times complex SQL queries:
SELECT * FROM ( SELECT *, DENSE_RANK() OVER (ORDER BY z___min_rank) as z___pivot_row_rank, RANK() OVER (PARTITION BY z__pivot_col_rank ORDER BY z___min_rank) as z__pivot_col_ordering FROM ( SELECT *, MIN(z___rank) OVER (PARTITION BY "event_fact.time_stamp_minute") as z___min_rank FROM ( SELECT *, RANK() OVER (ORDER BY "event_fact.time_stamp_minute" DESC, z__pivot_col_rank) AS z___rank FROM ( SELECT *, DENSE_RANK() OVER (ORDER BY "event_fact.event_type" NULLS LAST) AS z__pivot_col_rank FROM ( SELECT TO_CHAR(DATE_TRUNC('minute', CONVERT_TIMEZONE('UTC', 'America/Los_Angeles', (timestamp 'epoch' + event_fact.time_stamp * interval '1 second'))), 'YYYY-MM-DD HH24:MI') AS "event_fact.time_stamp_minute", event_fact.event_type AS "event_fact.event_type", COUNT(*) AS "event_fact.count" FROM janrain.event_fact AS event_fact LEFT JOIN janrain.app_dim AS app_dim ON event_fact.app_id = app_dim.app_id WHERE ((((event_fact.time_stamp ) >= ((DATE_PART(epoch, CONVERT_TIMEZONE('America/Los_Angeles', 'UTC', DATEADD(minute,-59, DATE_TRUNC('minute', CONVERT_TIMEZONE('UTC', 'America/Los_Angeles', GETDATE())) )))::bigint)) AND (event_fact.time_stamp ) < ((DATE_PART(epoch, CONVERT_TIMEZONE('America/Los_Angeles', 'UTC', DATEADD(minute,60, DATEADD(minute,-59, DATE_TRUNC('minute', CONVERT_TIMEZONE('UTC', 'America/Los_Angeles', GETDATE())) ) )))::bigint))))) AND (((CASE WHEN '' = 'y' THEN MD5(app_dim.capture_app_id) ELSE app_dim.capture_app_id END) LIKE '%')) GROUP BY DATE_TRUNC('minute', CONVERT_TIMEZONE('UTC', 'America/Los_Angeles', (timestamp 'epoch' + event_fact.time_stamp * interval '1 second'))),2) ww ) bb WHERE z__pivot_col_rank <= 16384 ) aa ) xx ) zz WHERE z___pivot_row_rank <= 500 OR z__pivot_col_ordering = 1 ORDER BY z___pivot_row_rank
And don’t worry: you won’t have to write these kind of queries yourself. Again, it just helps to know what happens when you do something in Customer Insights. When you use the point-and-click interface to create an Explore, you’re actually writing a SQL query like the one shown above. And when you click the Run button, you’re actually executing that SQL query. And when you read about queries in the documentation, well, now you’ll know exactly what we’re talking about.