Analyzing Constituent Online Behavior in CMS

[Related Topics]

By tracking the way in which constituents view and interact with CMS pages, you can measure the performance of your site and tailor your communications to clients. You can track when a logged-in constituent:

• Visits a website
• Views a page
• Completes and submits an online form
• Submits a Create Content form to post content online (this feature will be available in an upcoming release)
• Submits a comment
• Sends a CMS eCard
• Sends a CMS page to a friend

Note: All interaction data is collected automatically in Constituent360 except for page views. To track page views, you must tag the pages you would like to track.

Reporting and querying on these behaviors allows you to do such things as manage constituent relationships, segment your constituents into groups to target for special communications and promotions, proactively identify situations that may require attention, and analyze your constituent base.

This topic contains the following information:

• Viewing the Interactions in Constituent360
• Tagging Pages in CMS
• Running Queries on CMS Interactions
• Reporting on CMS Interactions

Back to Top of Page

Viewing the Interactions in Constituent360

Interaction data is collected in Constituent360 and located on the Interactions and the Profile tabs. On the Interactions tab, you can filter the results by activity such as web page visit or eCard sent. In addition, three of the interactions have basic statistics on dates and counts and they are located on the Profile tab. These include:

• Site Visits - First and last visit dates, and previous, year-to-date, and lifetime counts
• Comments - Last date of comment, and previous, year-to-date, and lifetime counts
• Create Content Submission Form - Last date of form submission, and previous, year-to-date, and lifetime counts 

This topic contains the following procedures:

• To view a constituent's CMS interaction data
• To view summary statistical data on site visits, comments submitted, and content posted

Back to Top of Page

To view a constituent's CMS interaction data

1. In Constituent360, open a constituent's profile.
2. Click the Interactions tab.
3. In the Select the Interaction Types to Display for this Constituent list, select one or more CMS interactions. Use the Shift and Control keys to select multiple interactions. The CMS interactions all start with "CMS", such as CMS Page Visit.
   
   
   
4. Click Filter. The results display below the Filter button.

Back to Top of Page

To view summary statistical data on site visits, comments submitted, and content posted

1. In Constituent360, open a constituent's profile.
2. Scroll to the bottom of the Profile tab to see CMS Web Site Information.
   
   
   

   Note: If you do not see the CMS Web Site Information fields, it has not been configured for your site. Contact Convio Support to enable this feature.

Back to Top of Page

Tagging Pages in CMS

In order for Constituent360 to log the number of times a constituent views a page, you must first tag the pages you want to track in CMS. Tagged pages expire after 60 days. All other interactions are logged automatically and require no tagging.

This topic contains the following procedures:

• To tag pages in CMS
• To remove page tags

To tag pages in CMS

1. In CMS, click Reports and Tools > All Reports and Tools....
2. In the Design/Setup area, click Webpage Visit Interactions.
3. In the Webpage Visit Interactions page, click the Tag Page button . The Website Explorer window displays.
4. Use the Browse, Search, or Recent tabs to locate a page.
5. Click the title of the page and drag into the Select Pages to Tag pane.
6. Add as many pages as you need and click OK.

To remove page tags

1. In CMS, click Reports and Tools > All Reports and Tools....
2. In the Design/Setup area, click Webpage Visit Interactions.
3. In the Webpage Visit Interactions area, click to select a one or more pages (use the Control or Shift keys to select multiple pages), and click the Delete button .

   Note: Do not to click the name of the page or the page's Properties Tab displays.

Back to Top of Page

Running Queries on CMS Interactions

This topic explains how to query on CMS interactions; it does not explain how to use the Query Builder. For detailed information on using the Query Builder, refer to Working with Query Builder.

This topic contains the following procedures:

• To run a query on the total number of website visits
• To run a query on basic interaction types (except website visits)
• To determine Item IDs for querying basic interaction types
• To run summary statistical data on site visits, comments submitted, and content posted

To run a query on the total number of website visits

1. In the Convio Administration menu, click Data Management > Query. The Query List page displays.
2. Click Create a New Query. The New Query page displays.
3. Enter a name and description, and select a security category.
4. Click Save. The Query Details page displays.
5. Click the Add an Interaction Clause button. The Interaction Phrase Type dialog displays.
6. In the Interaction Group column, select Referenced Types.
7. In the Interaction Type column, select CMS Web Site Visit.
8. In the Referenced Name column, select one or more host names.
9. You can also filter the names by name and security category in the Filter Reference Names by field.
   
   
   
10. Click Save to return to the Query Details window.
11. Click Save Query.
    
    
    
12. Click Run Query in the lower, right-hand corner of the Query Details window.
    A list of all constituent's who have performed the selected interaction (i.e. page visit, eCard sent) displays.
13. Click the View User icon to open their Consituent360 record and view the number of interactions on either the Profile or Interactions tab.

Back to Top of Page

To run a query on basic interaction types (except website visits)

1. In the Convio Administration menu, click Data Management > Query. The Query List page displays.
2. Click Create a New Query. The New Query page displays.
3. Enter a name and description, and select a security category.
4. Click Save. The Query Details page displays.
5. Click the Add an Interaction Clause button. The Interaction Phrase Type dialog displays.
6. In the Interaction Group column, select Default Types.
7. In the Interaction Type column, select one or more of the CMS interactions (any of the items that start with CMS, such as CMS Comment Submitted).
   
   
   
   
8. In the With Subject field, enter the page ID of the interaction types using the Interaction Subject in the table below. (To determine the Item IDs, see To locate item IDs for querying basic interaction types.)
   

   INTERACTION TYPE	INTERACTION SUBJECT
   CMS Comment Submitted	Created CMS Comment: CMS Item ID = CommentID
   CMS Create Content Form Submitted	Created CMS item: CMS Item ID = ItemID
   CMS Page View	Viewed CMS Page: CMS Item ID = ItemID
   CMS Save Data Form Submitted	Submitted CMS Save Data Form: CMS Item ID = ItemID
   CMS Tell-a-Friend Sent	Sent CMS item: CMS Item ID = ItemID
   CMS eCard Sent	Sent CMS eCard: CMS Item ID = EcardID



9. Click Save to return to the Query Details window.
10. Click Save Query.
11. Click Run Query in the lower, right-hand corner of the Query Details window. A list of all constituent's who have performed the selected interaction (i.e. page visit, eCard sent) displays.
12. Click the View User icon to open their Consituent360 record and view the number of interactions on either the Profile or Interactions tab.

Back to Top of Page

To locate item IDs for querying basic interactions

When querying on basic interaction types (except web site visits), you must enter the item ID for the tagged page that you are querying against. (See step 8 in the procedure above.) You obtain the ID in CMS on the status page for the item.

Note: To query on eCards in a situation where you have more than one eCard on a page, each eCard has its own ID as well as the master page. Select the ID for the individual eCard and not the master page.

1. In CMS, click Reports and Tools > All Reports and Tools....
2. In the Design/Setup area, click Webpage Visit Interactions.
3. In the Title column, click the page name link. The Properties tab for that page displays.
4. Copy and paste the number after the equals sign at the end of the URL.
   
   
   
   OR
   
   Page visit IDs are also located in the Page Visit field on the Status page:
   
   
   
5. Create a query on CMS interactions.
6. Use the ID to complete the With Subject field using the appropriate Interaction Subject from the table above.
   
   
7. Click Run Query in the lower, right-hand corner of the Query Details window. A list of all constituent's who have performed the selected interaction (i.e. page visit, eCard sent) displays.
8. Click the View User icon to open their Consituent360 record and view the number of interactions on either the Profile or Interactions tab.

Back to Top of Page

To view summary statistical data on site visits, comments submitted, and content posted

1. In the Convio Administration menu, click Data Management > Query. The Query List page displays.
2. Click Create a New Query. The New Query page displays.
3. Enter a name and description, and select a security category.
4. Click Save. The Query Details page displays.
5. In the Field Type drop-down menu, select CMS Web Site Information.

   Note: If you do not see the CMS Web Site Information fields, it has not been configured for your site. Contact Convio Support to enable this feature.

   
6. In the Field drop-down menu, select any of the interactions.
   
   
   
   
7. Click Add Field Clause. The clause displays in the query editor.
   
   
   
   
8. Click Save to return to the Query Details window.
9. Click Save Query.
10. Click Run Query in the lower, right-hand corner of the Query Details window.
    A list of all constituent's who have performed the selected interaction (i.e. page visit, eCard sent) displays.
11. Click the View User icon to open their Consituent360 record and view the number of interactions on either the Profile or Interactions tab.

Back to Top of Page

Reporting on CMS Interactions

Reporting on the frequency and dates of CMS interactions allows you to segment your constituents into groups. You can then target these groups for special communications and promotions. For example, if you identify a group that is very active (i.e. they visit the site often and have even submitted a Create Content Form) but has not made a donation recently, you can send them an ask letter. Report Writer's Interaction Details report allows you to report on

• First and Last CMS Site Visit Dates
• Lifetime, Previous Year, and Year-to-Date CMS Site Visit Counts
• Last CMS Comment Submission Dates
• Lifetime, Previous Year, and Year-to-Date CMS Comment Submission Counts
• Last CMS Create Content Form Submission Dates
• Lifetime, Previous Year, and Year-to-Date CMS Create Content Form Submission Counts

To run the CMS Interaction Details Report

This topic explains how to customize the Interaction Details report for CMS interactions in Report Writer. For more information on using Report Writer, see Creating an Interaction Details Report.

Report Writer's Create a New Report Navigator includes the following process pages, in order:

• Select Report Type
• Select Columns
• Order and Rename Columns
• Select Sort Order
• Configure Filters
• Identify Report
• Review Criteria Summary

The following lists the points within the process where you customize the report for CMS interactions:

• In the Select Columns step, scroll down to CMS Web Site Information to select the interactions you would like to report on. These determine the columns for the report.
  
  
• In the Configure Filters step, click Interaction Type to add an interaction filter (such as Action Alerts or CMS Page Views). This determines the rows (constituents) for the report. For example if you select action alerts, you will have a list of constituents that have responded to action alerts (rows) and interacted with CMS pages (columns). If you select CMS Page View as a filter, and CMS interactions for the columns, the reports will show CMS information about just constituents who have viewed CMS pages.
  
  

Back to Top of Page

Related Topics

• Querying by Interaction
• Interactions Reports
• Understanding Email Campaigns and Messages