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TeaLeaf provides understanding and context
December 14, 2013

TeaLeaf provides understanding and context

Nick Wade | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

8.7

Modules Used

  • CX - Impact, Reveal, and View

Overall Satisfaction with IBM Watson Customer Experience Analytics

  • Speed of searching for web sessions and users. This particular feature seems to impress me the most. When researching incidents where users report to have difficulty on our site, all we need is any of the unique identifiers of a user (email address used, IP address, user id) and we can locate their session(s) almost immediately in TeaLeaf.
  • Multiple conditional events - I really like how we can have events contain already existing events. This helps a great deal if issues being researched become even more complex.
  • The Event Manager can be confusing to use if you aren't in it every day. It takes a few iterations of creating a more complex event for you to be able to get it right.
  • Graphs of transactions/URL hits by hour can be misinterpreted if being shared with others outside of the area. If you run a report or view a graph from early in the hour it may be interpreted as a significant drop in requests.
  • Provides context to developers - As with pretty much any programmer, they need context of user activity leading up to a problem in order for them to debug code. TeaLeaf does a great job of doing that. We can identify a problem in the code, search for a TeaLeaf (and Java application session) that has the problem in it and show the developers what the user was doing when the problem happened. This greatly speeds up the time to resolution.
Take a formal training class before diving in. It will benefit you greatly. I would suggest starting with an intermediate class if they have even a small understanding of the product beforehand.

Using IBM Watson Customer Experience Analytics

TeaLeaf is reliable. We know that if we need user or session-specific information we know we can get it from TeaLeaf. The product is typically fast and allows us to report on historical trends for quite a long time. The only limit is the size of the storage you have.