Portal usage calculation

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Portal usage enables you to track how your customers and employees are using the portal. The Customer Portal Usage dashboard provides information about portal visits resulting in session counts.

    To view the Customer Portal Usage dashboard, navigate to Customer Service > Administration > Portal Usage.
    Note:
    You can ignore the bot session usage that is captured as part of this dashboard.
    A user session is a period of activity on the Customer or Consumer Service Portal by any of the following session types:
    • Guest session: Session where the user isn't logged in
    • Bot session: Separate count of sessions generated due to bots and crawlers
    • External session: Session where the user is an external user, typically a customer or consumer who is logged in
    The aggregate session count is based on the following calculations:The infographic displays the calculation for aggregate session count by subtracting guest sessions and bot sessions, and then adding external sessions..

    A user session times out after a specific period of inactivity.

    User access to the self-service portals is tracked as follows: per session, per day, and per portal. If the same user logs in from multiple browsers or devices, each login is counted as a separate visit. Each first call of a portal page starts a session and, the usage metrics are calculated for the 24 hours window.

    The default session timeout is 30 minutes. This setting can be adjusted using a system property. For more information about modifying the session timeout setting, see Manage user sessions.

    Site visit calculation examples

    A user logs in, logs out, and then logs in again.
    Table 1. Example of a site visit calculation for a user who logs in, logs out, and then logs in again
    Step User activity Billable count incremented
    1 User visits the portal as an anonymous or guest user Yes
    2 User logs in No
    3 User logs out No
    4 User logs in immediately after logging out Yes
    A user logs in and continues the session past midnight:
    Table 2. Example of a site visit calculation for a user who logs in and continues the session past midnight
    Step User activity Billable count incremented
    1 User visits the portal as an anonymous or guest user Yes
    2 User logs in No
    3 User session continues past midnight Yes
    4 User logs out No