Capture user email ID in Session Tracking Details report

Question:

When does SearchUnify capture the email id of users in the 'Session Tracking Details' report?

Answer:

In an ideal case, session tracking captures the email ID of the logged-in user who is using search in community, support, or Knowlege Portal.

Platforms that support email tracking are :

• Salesforce
• Khoros
• Website

However, there could be some conflicting scenarios that are as below:

1. Email tracking is not enabled from the SearchUnify Admin panel. Follow the steps given in the below link to enable email tracking in the Session Tracking report.

   Map User IDs with Emails - https://docs.searchunify.com/Content/Apps/Email-Tracking.htm

2. If a user performs a search from a given email ID and immediately logs in again with a different email ID on the same machine, then the session tracking details report will only capture the email ID using which he/she logged in first unless the session expires which is after 60 minutes (default) or the time limit set by the admin.

   This scenario is typical for admins who share multiple login credentials. SearchUnify will only capture the first email ID for all user sessions on the same machine unless the session expires, after which, it will take into account the email ID with which a user is currently logging in.

3. In another scenario where a non-logged-in user who is performing the search, later logs into the community, then this email ID with which he/she logs in, will be captured in the session tracking details report even for the search sessions which he/she performed as a non-logged-in user.