User Actions showing incorrect data

User Actions may be showing higher data than expected due to the following reason:

The User Action data may be higher than expected because the User Action is present on multiple application pages. The User Action identifies multiple UI elements across different pages. If you create a User Action on an element present on multiple pages, Whatfix captures data from all instances of that element.

For example, if you create a User Action on a Save button that appears globally, Whatfix captures data from every page where that element exists.

The User Action data may be lower than expected due to the following reasons:

• The User Action does not latch to the selected UI element correctly.

• Users complete tasks using a different path or module than the one on which you configured User Actions. For example, in Salesforce Sales Cloud, you can access a contact by the Contact module or the Opportunity module. If you only track the Contact module, you miss engagement data from users who take the alternative path.

The User Action data may be higher than expected because the User Action is present on multiple application pages.

The User Action identifies multiple UI elements across different pages in the application. Add Display Rules to help Whatfix identify elements uniquely.

• Use CSS-based Display Rules (Other Element on Page, Selected Element Is, and Selected Element Text) to identify the specific element.

• Use URL-based Display Rules (URL, URL Hostname, URL Path, URL Parameters, and URL Hash) to capture data only from the intended page where the element is present.

For more information, see Visibility and Display Rule Conditions.

The User Action does not latch to the selected UI element correctly.

Configure the correct Display Rules.

• CSS-based Display Rules (Other Element on Page, Selected Element Is, and Selected Element Text): These ensure Whatfix can uniquely identify the exact UI element on which you want to create the User Action.

• URL-based Display Rules (URL Path, Parameters, and Hash): These ensure the User Actions loading on the application are specific to that exact page.

Users complete tasks using a different path or module than the one on which you configured User Actions.

Understand the end-user workflow before you create User Actions. Map out all possible paths users may take to complete a single task and configure tracking for each path.