Session Recordings
Your Detective Tool
Session recordings are your window into exactly what members experienced on the platform. Instead of guessing what went wrong, you can see their clicks, searches, and navigation patterns to understand their journey and identify where they encountered difficulties.
How to Access Session Recordings
Session recordings are available for every member interaction and provide valuable context for support requests. Follow these steps to access and analyze recordings:
Use the member search function to locate the member you're assisting. You can search by name, email, member ID, or other identifiers. If the member is currently on a call with you, their recent sessions will be at the top of the list.
Click on the member's name to access their full profile and support tools.
Scroll down to the "Session Recordings" section in the member profile. You'll see a list of recent sessions with dates and duration. Recordings are typically retained for 1 year depending on your organization's policies.
Use playback controls to watch, pause, rewind, and fast-forward through the member's session. Use 2x speed for normal navigation, then slow down when you see the member encountering issues.
What Data is Available
Recordings vs. Impersonation
- Member reports a problem that happened in the past
- You want to understand their search and navigation patterns
- Diagnosing why they couldn't find what they needed
- Reviewing their interaction with specific providers
- Training purposes to understand common user behaviors
- Member is not currently available for live assistance
- Member is currently on the phone asking for help
- You need to replicate a current issue they're experiencing
- Walking them through a process step-by-step
- Testing if an issue has been resolved
- Demonstrating how to use a feature
- Real-time troubleshooting and problem-solving
Common Use Cases
Practical Applications
- Search Frustration: Member says they "can't find anything" - review their search terms and suggest better keywords
- Technical Issues: Member reports error messages - see exactly what errors occurred and when
- Navigation Confusion: Member got lost on the site - identify where they went off track
- Provider Questions: Member asks about specific providers - see which ones they viewed and for how long
- Feature Usage: Understand how members interact with new features or tools
Privacy and Security
Session recordings capture screen interactions but do not record personal information entered in forms, passwords, or other sensitive data. All recordings are encrypted and access is logged for security purposes. Only use recordings for legitimate support purposes.
Best Practices
- Start with Recent Sessions: Focus on the most recent activity first, as it's most relevant to current issues
- Look for Patterns: If you see the same behavior across multiple sessions, it indicates a consistent user experience issue
- Take Notes: Document key observations in the member's support record for future reference
- Focus on Problem Areas: Use recordings to understand specific pain points rather than watching entire sessions
- Follow Up: Use insights from recordings to provide targeted education and prevent future issues