Systems and methods for remote replay of user interaction with a webpage

• US 9,785,722 B2
• Filed: 03/30/2011
• Issued: 10/10/2017
• Est. Priority Date: 04/01/2010
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: ForeSee Results Incorporated (Verint Systems Incorporated)
• Inventors: White, Alexei R., Charland, Andre D., Johnson, David C., Cohen, Mitchell
• Primary Examiner(s): Pillai, Namitha
• Application Number:
  US13/075,636
• Publication Number:
  US 20110246879A1
• Time in Patent Office: 2,386 Days
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking

Abstract

A system and method for replaying a user'"'"'s interaction with a webpage by requesting playback of user interaction data from a replay server, receiving a media asset from the replay server to allow playback the requested user interaction data, the media asset being pre-fetched for use by a proxy application, periodically requesting and receiving the user interaction data from the replay server, recreating an interaction visualization from the user interaction data, and playing back said interaction visualization based on data received from the replay server.

Claims

1. A system for facilitating remote replay of a user interaction with a webpage, the user interaction occurring from a user computer being connected over a network to a server hosting the webpage, the user computer comprising a web browser and input/output devices, the webpage being an HTML document including dynamic elements being configured to execute operations that write modifications to the HTML document, and with a tracking script providing instructions to the web browser to record a tracking record and with the tracking record including information regarding the input/output devices, the system comprising:

a tracking server communicating over the network with at least one of the user computer and the server and being configured to fetch, from at least one of the user computer and the server, the tracking record comprising the user interaction with the webpage and including the dynamic elements of the webpage; and

an analysis computer communicating with the tracking server over the network;

wherein the tracking server is configured to normalize the tracking record by removing modifications written to the HTML document by operations executed with the dynamic elements; and

wherein the analysis computer requests the normalized tracking record from the tracking server to create an interaction visualization based on the normalized tracking record to replay the user interaction with the webpage.

2. The system of claim 1, wherein the input/output devices are at least one of a keyboard, a mouse, a touch screen, a monitor, and a printer.

3. The system of claim 2, wherein the tracking record includes at least one of mouse movements, mouse scrolling, mouse clicks and keyboard entries.

4. The system of claim 1, wherein the server comprises:

a webpage storage module storing the webpage; and

a tracking tag code module instructing the server to include a tracking script to the stored webpage before serving to the user computer,

wherein the tracking script records the tracking record.

5. The system of claim 1, wherein the tracking server is configured to further provide playback environment data to the analysis computer, wherein the playback environment data is at least one of a brand of a web browser used to record the tracking record, a time and a date of the tracking record, a length of time of the tracking record, the webpage visited, a time spent on the webpage, an account ID of the user, and any physical inputs made at the user computer.

6. The system of claim 1 wherein the dynamic elements comprise at least one of scripts and commands.

7. The system of claim 1 wherein the dynamic elements comprise JavaScript.

8. The system of claim 1 wherein the operations that write modifications to the HTML document further comprise AJAX requests and wherein the tracking server is further configured to normalize the tracking record by removing the AJAX requests.

9. The system of claim 1 wherein the tracking server comprises a tracking replay module comprising routines being configured to normalize different data formats to enable accurate or consistent replay of the user interaction.

10. A computer-implemented method for utilizing a tracking server to facilitate remote replay of a user interaction with a webpage, the user interaction occurring from a user computer being connected over a network to a server hosting the webpage, the user computer comprising a web browser and input/output devices, the webpage being an HTML document including dynamic elements for executing operations that write modifications to the HTML document, and with a tracking script providing instructions to the web browser to record a tracking record and with the tracking record including information regarding the input/output devices, the computer-implemented method comprising:

fetching, with the tracking server, the tracking record from at least one of the user computer and the server and with the tracking record comprising the user interaction with the webpage and including the dynamic elements of the webpage;

normalizing, with the tracking server, the tracking record by removing modifications written to the HTML document by operations executed with the dynamic elements; and

providing, with the tracking server, the normalized tracking record to an analysis computer to create an interaction visualization based on the normalized tracking record to replay the user interaction with the webpage.

11. The computer-implemented method of claim 10, wherein the tracking record includes at least one of mouse movements, mouse scrolling, mouse clicks and keyboard entries.

12. The computer-implemented method of claim 10, wherein the tracking server further provides playback environment data to the analysis computer, wherein the playback environment data is at least one of a brand of a web browser used to record the tracking record, a time and a date of the tracking record, a length of time of the tracking record, the webpage visited, a time spent on the webpage, an account ID of the user, and any physical inputs made at the user computer.

13. The computer-implemented method of claim 10 wherein the dynamic elements comprise at least one of scripts and commands.

14. The computer-implemented method of claim 10 wherein the dynamic elements comprise JavaScript.

15. The computer-implemented method of claim 10 wherein the operations that write modifications to the HTML document further comprise AJAX requests and wherein the tracking server further normalizes the tracking record by removing the AJAX requests.

16. The computer-implemented method of claim 10 wherein the tracking server comprises a tracking replay module comprising routines for normalizing different data formats to enable accurate or consistent replay of the user interaction.

17. A non-transitory computer-readable medium having stored thereon computer-executable instructions to facilitate remote replay of a user interaction with a webpage, the user interaction occurring from a user computer being connected over a network to a server hosting the webpage, the user computer comprising a web browser and input/output devices, the webpage being an HTML document including dynamic elements for executing operations that write modifications to the HTML document, and with a tracking script providing instructions to the web browser to record a tracking record and with the tracking record including information regarding the input/output devices, the computer-executable instructions, when executed by one or more processors, are configured to:

fetch the tracking record from at least one of the user computer and the server and with the tracking record comprising the user interaction with the webpage and including the dynamic elements of the webpage;

normalize the tracking record by removing modifications written to the HTML document by operations executed with the dynamic elements; and

provide the normalized tracking record to an analysis computer to create an interaction visualization based on the normalized tracking record to replay the user interaction with the webpage.