How to Navigate LogRocket

LogRocket is an incredible tool that allows us to see into the client and firm experience while they are in our system. LogRocket provides historical recordings and live recordings of users on our platform. LogRocket is separated into two projects, Client Portal and Firm Portal. Both are navigated similarly but reflect users separately dependent by which portal they are in. For most general uses of LogRocket, be sure to select the Sessions view in the far left when you are in your selected portal (client or firm).

How to Use LogRocket:

LogRocket will allow you to see what the user is seeing which is super helpful because they may not be able to accurately depict the scenario or error they are running into. When you are viewing a LogRocket session, you will be able to see what firm the client is with, if they are logged into their account, if they may have missed a step or are confused, and if any errors are being thrown what they are. 

Each session is broken into three main parts:

1. The Screen Recording (Bottom Left)
   • This will show you everywhere the client has navigated. You can see the timestamp of their activities in the bottom left corner, speed up the session, pause the recording, or select "Go Live" if the user is currently active.
2. The Network Log (Top)
   • This will store the log of every event that occurs during the user's session. They are color coded to help break down what is normal activity and what is not. If you see a yellow or red message, look into this as this could be an error that occurred during the client's session. If you select the line including that error, you will open the full network request including the status of the error and what our system responded with.
3. The Log Details (Bottom Right)
   • This will provide you all of the actions that occurred in result of the client's session. This is also a great place to locate errors, more information, and a picture "behind-the-scenes" of what may be occurring in an unusual session with a client. 

How to Find Errors in LogRocket:

If a user is running into an unknown error in the portal, you can track down the specifics of the error to better provide information for yourself or whomever the error needs to be escalated to. This will also give you great insight as to where the issue is stemming from. You will be able to see if this is coming from Aiwyn or if this is an issue stemming from one of our third-party platforms.

Please navigate to this article to navigate errors in LogRocket.

How to Search for Sessions in LogRocket

LogRocket packs in a lot of information so it can sometimes be difficulty to find exactly what you are looking for. If you are actively working with a client in ZenDesk, you can search for a small "Z" beside the play button on their session. This will allow you to quickly identify the user. Below are a few quick ways to locate a session based on the information you already have and by applying filters in the search bar in the top left of LogRocket.

By Firm:

Each user is immediately labeled by the firm whose portal they are in. Each session will be labeled with a similar name "firm_(session number or portal user email). If you are needing to review a previous session that has not been recent, you can use the filter Visited URL, contains, and then enter the firm's url start. Ex. for Citrin Cooperman, I would enter 'citrin'.

By User:

You can see if the user is logged into their payment portal user account and use the filter USER ID, contains, and then enter their firm name_their email associated with their user.

Ex. [e-mail]

By Email:

Sometimes the above doesn't always register and also the client may not always be logged in. By using the filter Text Input, contains, and then entering their email, you may also locate their session this way.

Ex. [e-mail]

By Name:

Occasionally, you may not have an email, or the above steps have not worked. If this is the case, you can still use the Text Input filter, contains, and enter in their full name or part of their name to help narrow the search.

Ex. Cassandra Yost

Ex. Yost

Ex. Cassandra