Segments

Segments allow you to filter users for analytics and target visitors for guides. If a visitor meets all rules of a segment, they will be included whether that segment is applied over data or used for targeting a guide. Detailed segmentation rules help you “slice and dice” data to uncover new insights.

Segments Tab

You can create a segment and manage your existing segments from the Segments tab. The Segments tab provides you with a centralized view of all created segments, as well as the ability to see who created the segment, who last updated the segment, and when it was last updated. Select + Create Segment in the top-right corner of the page to access the Custom Segment page. Here you can configure segment rules and validate the number of eligible visitors. 

Create a Segment

You can create a segment on the Analytics, Segments, and Guides pages by selecting the Segment dropdown, then selecting + Custom Segment.

Several predefined segments are available for use in this dropdown as well:

• Everyone. Segments all visitors, regardless of whether they're identified or anonymous.
• Everyone (Identified Visitors Only). Segments authenticated visitors only.
• Everyone (Anonymous Visitors Only). Segments unauthenticated visitors only.
• Browser: Chrome. Segments visitors accessing your app through the Google Chrome browser.
• Browser: Firefox. Segments visitors accessing your app through the Mozilla Firefox browser.
• Browser: Internet Explorer. Segments visitors accessing your app through the Internet Explorer browser.
• Browser: Safari. Segments visitors accessing your app through the Safari browser.
• Time Since First Visit: < 30 days. Segments visitors that accessed your app for the first time ever within the last 30 days.
• Time Since First Visit: < 31 – 60 days. Segments visitors that accessed your app for the first time ever 31 to 60 days ago.
• Time Since First Visit: < 61– 90 days. Segments visitors that accessed your app for the first time ever 61 to 90 days ago.
• Time Since First Visit: < 30 days. Segments visitors that accessed your app for the first time ever more than 30 days ago.

With each guide, you can select an existing segment to target visitors or create a custom segment.

Segment Rules

Segment rules utilize Product Usage data or Visitor metadata to dictate which users are targeted. Below are options for creating segmentation rules:

Product usage (Feature Clicks, Guide Element, Guide Views, Page Views, Poll Responses, Resource Center Views, Segment, or Workflow Progress)

• "Feature 'Search Bar' Clicked within last 30 days"
• "Guide Element 'Close Button' clicked within last 30 days"
• "Guide 'New User Tour' Seen"
• "Page ‘Dashboard’ Seen at least 10 times"
• "Poll ‘Opt-in Guide’ response equal to Yes"
• "Resource Center 'Guide List Module' Not Seen"
• "Segment equals 'Segment List'"
• "Workflow 'Workflow List" Incomplete within last 90 days"

Visitor-level metadata

• Visitor ID
• First Visit
• Last Visit
• Most Recent Browser Name
• Most Recent Operating System
• Additional metadata values (e.g. role, username, location, etc.)

If your segment rule is targeting a string metadata field and you leverage "equals" or "does not equal" operators, as you start to type the value you would like to target, you see a list of available field values to choose from based on what metadata is sent to Pendo. 

The number of eligible visitors automatically populate for your segment. This helps confirm the expected number of users in your segment.

Nested Segments

This feature enables your users to pull existing segments into a new segment for more consistency and less duplication. This allows you to reuse core segments that identify certain user groups in multiple new segments. 

Create Segments with a CSV File

You can upload a .csv file with a list of visitors that you would like to include/exclude from the segment. When adding a segment rule, select the Visitor ID attribute and then either csv contains or csv does not contain. You are then prompted to upload the .csv file.

File Format

In order for the file to upload correctly, it must be formatted in a way that the application can read. Visitor IDs must be in a single, line-delimited column in the file. No other columns, punctuation, or special characters are supported in the file. So for example, you would want a file that looks like the following:

Visitor ID Errors

After you upload the file, the application runs a quick check on a sample subset of the IDs that are contained within the file. If there is a mismatch between the supplied IDs and those stored within your account, you see a warning on the completion dialog:

This error can occur for several reasons. You can double-check the format of the IDs in your file by comparing them to the results you see in the Visitor list on the Analytics page.

If the IDs are formatted correctly, then the issue is likely due to the fact that the application simply hasn’t tracked any events for some of the visitors on the list. You may be pulling the IDs from another system of record, and the application may not have a record of them yet. Once those users are tracked within the application, they are added (or excluded) from the segment you have defined.

Segment New Users

Utilize the provided field First Visit to segment new visitors to your application. First Visit is the date and time the application first received an event for the visitor. If you want new users to see a welcome guide or tour, you can structure a rule like the following:

• First Visit within last 1 Day (recommended for most accurate "New User" segment)
• First Visit since "Date"

First Visit since "Date"

In the first dropdown, scroll until you find "First Visit". Then in the second dropdown, select "Date". Finally, select the date. 

First Visit within last 1 Day

Tip: You may see different eligible visitors when using the above segments. The reason first visit since and first visit within last return different numbers is because since  captures everyone since 12:01 A.M. of the day you specify, whereas within last is specifically 24 hours since right now.

Segment Identified or Anonymous Users

If you're interested in viewing behavior for identified or anonymous visitors only, an Admin must enable anonymous visitor data in Pendo Engage. To learn how to enable, see [insert Reseller-specific Anonymous Visitors article].

Once enabled, you can add anonymous visitors to your segment with the Select Visitor Data selection in the segment builder. Choose Anonymous Visitors Only to only include visitors who aren't identified or All Visitors to include both identified and anonymous visitors.

You can also filter data by identified and anonymous visitors by using the Segment filter throughout the platform. To learn more, see Segment rules.

Ineligible Segments for Guide Targeting

When segmenting guides, you may run into the below tooltip or warning as you set up your guide segmentation. Segments with ineligible rules will be greyed out. If you add an ineligible rule to a segment already tied to a guide or create a new segment for a guide with an ineligible rule, then you will be unable to save the segment and a warning message will display. 

Ineligible rules include:

• Last Visit

Edit Segment

To edit a segment from the Segments tab, hover over the segment and then click the pencil icon to the right. This will allow you to add or edit your segment rules.

Delete Segment

Hover over the segment and select the trash icon to delete a segment from the Segments tab.

Search Through Segments

Use the search bar located underneath + Create Segment to search through existing custom segments. 

Troubleshooting Segments

Using Multiple "does not contain" with "OR"

You may want to show a guide to most users but not all. If the guide segment is created with OR:

Visitor ID does not contain Apples 
This statement is saying to display the guide to everyone other than Apples, including Oranges

OR

Visitor ID does not contain Oranges
This statement is saying to display the guide to everyone other than Oranges, including Apples

The above parameters won't segment out Apples or Oranges. This is because even if the Visitor ID contains Apples, it is allowed through because it doesn't contain Oranges and vice versa.

To exclude both Visitor IDs containing Apples and Oranges, use AND:

Visitor ID does not contain Apples
AND
Visitor ID does not contain Oranges