Monitoring and Support Tools
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    Monitoring and Support Tools

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    Article summary

    Article Overview

    The following article explores different monitoring and support tools you can use to maintain and troubleshoot your EasySend environment. The article also describes best practices for daily monitoring routines and a few examples of using the tools. 

    NOTE
    If assistance is required at any point while using the tools described in this article, please contact our support team

    Platform Monitoring and Support Tools

    EasySend's platform offers the following monitoring and support tools: 

    How to Fully Utilize Your Monitoring and Support Tools

    The following sections describe how to fully utilize your environment's monitoring and support tools.

    Set Automatic Error Notifications (Send Error Email)

    (See Figure 1 to Figure 2)

    The Send Error Email feature notifies you (and other recipients ) about transaction failures:

    • Failure of services that run during the transaction - before the end-user submits the form
    • Integration service failure - runs at the end of the transaction 
    • Internal EasySend errors - failures caused by the platform and cannot be handled by the Builder user  
    NOTE
    To use this feature you must first upgrade your environment servers to version 29.0.0 and above.

    To set automatic error notifications, perform the following steps:

    Figure 1: Send Error Email Feature

    1. On the Customer Settings screen, toggle the Send Error Email switch (1) to on.
    NOTE

    The Customer Settings screen can only be accessed by EasySend, for further information, please contact our support team.

    1. Select the Environment (2).
    2. Set the Sender's Name (3).
    NOTE
    The Sender's Name will be used to easily locate the emails. 
    1. Write the content of the email (4).
    2. Add the Recipients (5).
    3. Repeat steps 2 to 5 to configure additional environments. 
    4. Click Save (6).
    NOTE
    After clicking save it is mandatory to perform a deployment using the Validations screen.

    The received email will provide you with information about the transaction failure, for example:

    Figure 2: Send Error Email Example

    The received email includes the following information:

    • Transaction ID
    • RID
    • Failure timestamp
    • Service name
    • Service type
    • Error message  

    Create Detailed Tracking Reports

    (See Figure 3 to Figure 6)

    Using detailed tracking reports you can receive scheduled reports and monitor the performance of your transactions.

    To create a detailed tracking report, perform the following steps:

    Figure 3: Creating a Simple Data Report

    1. Verify that the Simple/Custom switch (1) is set to Simple.
    2. Verify that the Active/Paused switch (2) is set to Active.
    3. Enter the subject of the email (3).
    4. Add the recipients (4).
    5. Select the business group (5) and the process (6).
    6. Select the desired metadata (7) and the desired submitted data (8).
    7. Set the data range (9).
    8. Set the schedule to determine when the report will be sent automatically (10).
    9. To evaluate the reception of the email with the report and view it, click the Send Test Email 
      button (11).

    Result:

    The Send Test Email window appears:

    Figure 4: Send Test Email Window

    1. Select the desired recipients, either the same Report Receptions (12) you added in
      step or Alternative Report Receptions (13).
    2. Click the Ok button (14).

    A report is sent as an Excel sheet via email to the added recipients:

    Figure 5: Email Example

    Figure 6: Report Example

    NOTE
    For a full detailed explanation about detailed tracking reports, see the Analytics and Reports article.

    EasySend Analytics and Overview Reports

    EasySend’s analytics module was created to empower customers to make better data-driven business and operational decisions while boosting their business outcomes.

    Each customer has personalized responsive dashboards that enable them to view different information such as:

    • Processes conversion rates
    • Organizational performance evaluation
    • Revenue analysis
    • Trends identification

    Data in the dashboards is displayed in a rich variety of visualization types that can be adjusted to different filters.

    NOTE
    To read more about EasySend Analytics, click here.

    Create Overview Reports

    (See Figure 7)

    Overview reports are statistical reports that provide an overview of digital processes and contain data about how many transactions were:

    • Created
    • Opened
    • Completed

    The report displays the number of transactions in different stages and not the number of events that happened to a transaction. Displaying the number of transactions and not the number of events makes the dashboard more intuitive for users to understand.

    Figure 7: Analytics Dashboards Logic

    Creating an Overview Report 

    (See Figure 8 to Figure 11)

    To create a simple report, perform the following steps:

    Figure 8: Creating a Simple Data Report

    1. Verify that the Active/Paused switch (1) is set to Active.
    2. Enter the subject of the email (2).
    3. Add the recipients (3).
    4. Select the Data (4), business group, and processes.
    5. Set the data range (5).
    6. Set the schedule to determine when the report will be sent automatically (6).
    7. To evaluate the reception of the email with the report and view it, click the Send Test Email
      button (7).

    Result:

    The Send Test Email window appears:

    Figure 9: Send Test Email Window

    1. Select the desired recipients, either the same Report Receptions (8) you added in
      step or Alternative Report Receptions (9).
    2. Click the Ok button (10).

    A report is sent as an Excel sheet via email to the added recipients:

    Figure 10: Email Example

    Figure 11: Report Example

    NOTE
    For a full detailed explanation of the Analytics Dashboard and overview reports, see the Analytics and Reports article.

    Track Processes Using the Journey Tracker

    (See Figure 12 and Figure 13)

    The Journey Tracker feature enables you to track your live processes and view the status of their different stages. The information the Journey Tracker displays is saved for 30 days maximum.

    The Journey Tracker displays a list of tracked processes that were deployed to a production environment. Each tracked process displays the following information: 

    • Process Name
    • Time - the time when the process's status last changed
    • Sender - the name of the sender (empty by default)
    • Customer Name
    • Customer Phone
    • Customer Email
    • Status - the current status of the process:
      • Link-Sent - a link to the process was sent to a recipient
      • Opened - the link was clicked and opened by the recipient
      • Data Submitted - a recipient submitted a process step.
      • Reminder-Sent - a reminder to finish the process (or one of its steps) was sent to a recipient
      • Completed-Step - a recipient completed one of the process's steps
      • Completed (PROCESS COMPLETED) - the entire process was completed 
      • Cancelled - the link of the process was canceled and is no longer accessible  

    Figure 12: Tracking List

    The Load more.. button loads and displays additional processes for tracking, up to the last 30 days.

    NOTE
    After loading and displaying all the processes from the last 30 days, the Load more.. button disappears.

    When clicking a process from the list, detailed tracking information appears:

    • masterRID (1) - a unique identifier of an EasySend transaction. 
    • Status list:
      • The date when the process's status changed
      • The time when the process's status changed 
      • The status
      • Customer Name
      • Role
      • RID - a unique identifier of an EasySend step. The RID is nested under the masterRID. When creating a transaction, it can be divided into steps, for example, when using the Workflow Manager. Each step will receive its own unique RID as part of its URL, for example, player-demo.easysend.app/customer/onboarding/page0/0?lang=en&rid=qDzVpy_U7gY
    NOTE
    The RID will appear when hovering a step.

    Figure 13: Detailed Tracking Information

    NOTE
    For a full detailed explanation of the Journey Tracker, see the Journey Tracker article.

     Explore the Transaction Log

    The Transaction Log screen is an operational tool that enables platform users to receive a detailed view of the status of their transactions and manage them. Using the Transaction Log screen, platform users can maintain, investigate, and troubleshoot different issues by performing the following actions:

    • Locating a transaction or a group of transactions, by using flexible filters and new free text search capabilities.
    • Understanding transaction status and delving into multiple services and steps.
    • Monitor any kind of failed service execution - during or at the end of the transaction, read the error message, or download a log file.
    • Check email status directly from the email vendor platform, for example: opened by the end-user or rejected.
    • Download email attachments. 
    • Resume transactions and re-run transactions and services.
    • Monitor webhooks and retries.
    NOTE
    To fully use the Transaction Log feature and its capabilities you must upgrade your environment servers to version X.X.X or above. For additional support please contact our support team. 
    NOTE
    For a full detailed explanation of the Service Logs, see the Transaction Log article.

    Monitoring Routine Actions - Best Practices

    The following actions are recommended to perform daily to make sure your environment is fully protected from operational and technical failures:  

    1. Check your email for automatic error notifications.
    Tips!
    • Make sure the sender name is set and easy to spot.
    • Set tags or a designated email box to receive and group the automatic error notifications.  
    1. View your scheduled detailed tracking reports and your overview reports.
    Tips!
    • Make sure the email subject is set and easy to spot.
    • Set tags or a designated email box to receive and group the reports.  
    • Save the reports locally on your machine to create an archive.
    1. View your Analytics dashboard to learn about end-users interactions with your digital processes:
      1. Check how many transactions were created, opened, and completed. 
      2. See if you can spot any gaps with the numbers. 
      3. If gaps are found, drill down to the page-level analytics and view specific page data.
      4. Write down any discrepancies, you will use the information within the Journey Tracker.  
    2. Access the Journey Tracker and drill down different transactions and view their current step status. Start with transactions you investigated using the Analytics Dashboard. View the current step of a transaction and learn information such as:
      1. Who is the user interacting with the transaction in its current step?   
      2. What is the status of the current step?
    3. Explore the Service Logs:
      1. Check the status of your transactions. 
      2. If while using the Journey Tracker you found a "suspicious" transaction, copy its masterRID, paste it in the Service Logs filter, and explore it:
        1. Check the status.
        2. Drill down to the services and check their status.
        3. Investigate the service's JSON files.
        4. Drill down to steps and check their status.
        5. Investigate the steps in JSON files.
        6. If needed, re-submit transactions and/or services.

    Examples

    The following sections describe examples of using the monitoring and support tools for troubleshooting across your environment.  

    Uncompleted Transaction

    (See Figure 14 to Figure 18)

    If a transaction started and is not complete you can use the monitoring and support tools to explore and investigate the problem:

    1. Check your email for any automatic error notifications.
    2. If a relevant email was found check it for relevant information, for example: 

    Figure 14: Automatic Error Notification Example

      • Error description.
      • RID.
      • Process and Webflow ID.
      • Timestamp.
    1. Check your detailed tracking reports and locate the transaction to learn more information, for example:

    Figure 15: Detailed Tracking Report Example

    1. Navigate to the Analytics Dashboard and check the events of other transactions from the same digital process, was it a problem with a specific transaction or all of them?
    2. Drill down to the page level analytics and view:
      1.  Which pages were reached?
      2. How much time was spent on a page?
      3. What are the completion and conversion rates?
      4. What is the number of errors?

    Figure 16: Analytics Dashboard and Page Level Analytics

    1. Open the Journey Tracker screen, locate the transaction, using the masterRID, and drill down to see the status of its steps, for example:

    Figure 17: Journey Tracker

    1. Explore the Service Logs, locate the transaction, using the masterRID, and perform the following steps:
      1. Check its status
      2. Click the transaction and drill down to view its services.
      3. If a service has a failed status, download and view its JSON file.
      4. Return to the service, click it, and drill down to its steps,
      5. If a step has a failed status, download and view its JSON file.
      6. If necessary, Re-Run the transaction or its services. 
    Warning!
    Please be aware that using the Re-Run button to resubmit an entire transaction will trigger the process again. This means that all output communication channels (email/SMS) defined in the process will be sent to the end user once more. To avoid this situation, resubmitting a single service or a group of services is recommended.   

    Figure 18 summarizes the steps of the process:

    Figure 18: Process Steps


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