Segments

Overview

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 via 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. Clicking "+ Create Segment" (1) button in the top right-hand corner takes you to 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 clicking the Segment dropdown, then "+ Custom Segment."

Several predefined segments are available for use:

• Everyone
• Browser: Chrome
• Browser: Internet Explorer
• Browser: Safari
• Time Since First Visit: < 30 Days
• Time Since First Visit: 31 - 60 Days
• Time Since First Visit: 61 - 90 Days
• Time Since First Visit: > 30 Days

Each guide has a segment tab where existing segments can be used to target users or a custom segment can be created.

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 (Guide Views, Resource Center Views, Page Views, Feature Clicks or Poll Responses)

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

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.)

The number of Eligible Visitors will automatically populate for your segment. This will help confirm the expected number of users in your segment.

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 will then be 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 will run 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 will 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 may be 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 will be 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 to be 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. 

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 click the trash can icon to delete a segment from the Segments tab.

Search Through Segments

Use the search bar located underneath the "+ Create Segment" button 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 will not segment out Apples or Oranges. This is because even if the Visitor ID contains Apples, it will be allowed through because it does not contain Oranges and vice versa.

To exclude both Visitor ID’s containing Apples and Oranges, we will use "AND":

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