Glossary

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Pendo Help CenterGlossary

A

account

If you are like many SaaS companies, you will have individual users or visitors signing into your product, but multiple of those visitors (see visitor ) will all belong to the same paying account.

Account Report

Reports allow you to customize time ranges, segments, and table data so you can view and save the Account information most important to you. You can also export your custom reports to a csv file for added functionality.

B

Badge

Tooltip Badges Guides let you place a small icon next to an element on your page. When your visitors click that element, the guide will be shown. This is a fantastic way to add inline support to your web application. Your users can request information at the moment they need it.

Blacklist

Pendo offers multiple ways to blacklist data to keep your analytics clean of unwanted data. This is accessible by Admins of your Pendo account by going to Settings, and then Blacklist. You are able to blacklist by Host/Domain, IP Address, Visitor ID, and Account ID.

C

Content Delivery Network (CDN)

A system of distributed servers (network) that deliver webpages and other web content to a user based on the geographic locations of the user, the origin or a webpage, and a content delivery server.

Content Security Policy (CSP)

A computer security standard introduced to prevent cross-site scripting, clickjacking and other code injection attacks. If you or your users are running into an issue with your CSP, you may need to make an adjustment to allow our product.

CSS Selector

A CSS selector is the part of a CSS rule set that actually selects the content you want to style. Pendo utilizes CSS selectors for Element Matching.

D

Data Delay

Pendo data is processed at the top of every hour and may take up to 15 minutes past the hour to fully appear in the UI. The exception is metadata events which are processed immediately at the time of receipt.

Data Mappings

Data Mappings is where you can see the “name” and “type” of data that Pendo uses for all analyses. There are three possible "groups" that the data could fall under: 1. Agent: This is metadata provided by the configured Pendo snippet upon installation. These fields can only be changed within the code snippet. It is also extremely important that the agent data be reviewed inside of Pendo to ensure that the data-type listed in Pendo matches the actual data-type of the code snippet. 2. Custom: This is a way to add a custom "Pendo only" field to help analyze aspects of your data. It is important to note that any custom fields added here do not add function in any way unless you link a "Visitor" or an "Account" to the custom field created by adding a value. You can do this when you click into an individual visitor or an account and edit the options there. 3. Salesforce: This is only visible if you have the Salesforce integration set up. Read more here: help.pendo.io/resources/support-library/analytics/salesforce-integration.html These fields are not editable.

Designer

The In-App Designer can be accessed from the Pages, Features, and Guides pages by clicking ‘Manage In-App’ in the top right corner of the page. The designer allows you to create new pages, tag features, and edit guides within your application.

E

Element Matching

Pendo uses element matching to target features in your application, tooltip guide location, and guide badge location through CSS selectors.

Event

Pendo captures ‘click’, ‘focus’, and ‘load’ events.

F

Feature

Any HTML element in your application can be tagged as a feature. Once features are tagged they can be used throughout Pendo in segments, paths, funnels, and more. Feature tagging is retroactive, so you can tag relevant features once you need them and still have all of the data.

First Visit

This date and time is the first time Pendo received an event from the Account or Visitor.

Funnel

Funnels are analytics tools that allow you to measure how customers move through a defined series of steps. They can provide a high level of clarity as to where your customers “drop-off” when following these steps. From there, you can put our Paths tool to work to learn where they “drop-off” so as to better build your product to keep them in the funnel.

G

Guide

Pendo's version of In-Application messages. Guides can be tied to a page or elements inside of the page. Guides can alert users of new features and feature upgrades, walk them through tasks step by step, poll end users, onboard users, and more. Types of guides: Tooltip, Lightbox, Banner, Walkthrough (Multistep guide).

H

I

Integrations

Current Integration offerings: Gainsight, Salesforce, Segment.io, Zapier.

J

K

Key-Value

A key-value pair is a set of two linked data items. Pendo supports the adding of custom key-values in the installation snippet to pass along additional metadata from your Visitors and Accounts.

L

Last Visit

Most recent date and time Pendo received an event from the Account or Visitor.

Launcher

The launcher is an activation method for guides that lives on top of your application. It appears as an icon on the bottom-right, bottom-left, or top-right of the window. When clicked, a list of guides is displayed. Guides can be activated manually and multiple times through this method.

M

Metadata

A set of data that describes and gives information about other data. For Pendo, we have metadata about Visitors and Accounts. Examples of metadata include things like "Visitor Name", "Visitor E-mail address", "Role of Visitor".

Most Recent Browser

Data that the user agent collects from the browser which includes browser name, browser version and operating system.

Most Recent Server

Every event has a URL associated with it. We take the last event sent by that visitor and parse out the server name from that URL.

N

Number of Days Active

The sum of every day within the Date Range which contains at least one event for the Visitor or Account.

Number of Events

This field counts all events (clicks, page loads, and more) and serves as a way to gauge roughly how much data is coming in, though it is not particularly insightful. 'Time on Site' serves as a better indication of activity.

O

P

Page Tagging

Based off the URL in the browser. For the vast majority of use cases this will work well. However, if you have the same page with a changing URL (i.e. a change with different users that are signed in); then you will have to create a custom page rule that will target all of the identical pages. Check out this article to learn more about supported URL types when creating your custom rules.

Pages

Tagging Pages is essential to using Pendo. Start in the Pages section to begin tagging and analyzing the important parts of your app.

Path

A Path is a visual representation that allows you to discover the previous steps that led to or the next steps since a particular tagged feature's usage.

Poll

Polls can be added to guides to gather feedback from your users. Poll types include: Multiple Choice, Open Text Field, Yes / No, Number Scale, and NPS (Net Promoter Score). Poll responses can be used for segmenting.

Processing

After you tag a new feature or page, or edit the rules for a feature or page, that page will be listed as "Processing". This means Pendo is going back in time through historical events to reclassify them based on this new tagged feature or page. Depending on the amount of data you have in Pendo, this can take anywhere from 2 minutes to an hour to compute. If it takes longer than an hour, don't hesitate to contact us. If you are interested in when data collected by Pendo is processed, we begin processing at the top of each hour and may not finish processing until fifteen minutes past the hour.

Q

R

Reports

Reports allow you to customize time ranges, segments, and table data so you can view and save the Visitor and Account information most important to you. You can also export your custom reports to a csv file for added functionality.

Retroactive Data

As soon as Pendo is installed on your application, it is collecting data. The data is accessible back to this first moment, making all page and feature tagging retroactive.

S

Sample Group

Each new user is randomly assigned an integer value between 0 and 99 when they first visit your application. The field can be used to segment to sample populations of your visitors.

Segment

A segment is a group of accounts or visitors that is filtered based product usage and/or metadata. You can segment data for features, visitors, accounts, funnels, and paths. Segments can also be used to target guides at specific populations of your users.

Snippet

Snippet is a programming term for a small region of re-usable source code, machine code, or text. Pendo installation requires the insertion of a small Javascript snippet into a template that is present on every page of an application. This snippet securely and asynchronously loads a Javascript file from our CDN.

Staging

Looking to test your guides before releasing to your entire user base? Releasing guides in a staging server, will allow you the flexibility to fine tune your guides before implementation. Guides in "Stage" status will display only on specific web application server hostnames or domains (i.e. preview.example.com, *.qa.example.com, demo.example.com).

T

Tagging

Identifying elements or pages to track. You "tag" pages and features with Pendo, and Pendo reports analytics based on those tags.

Template

Guide templates provide a mechanism that allows a consistent format to be applied to a subset or all of guides deployed in your application. The format can be easily replicated, making it easy to create large numbers of guides quickly. Templates hide HTML/CSS customizations from users, allowing non-technical users to create and edit guides in a simple form-field interface.

Time on Site

For Visitors, 'Time on Site' counts each visitor's time (in minutes) in your app by adding one minute to the counter for each minute we register any activity including page load, focus, clicks, etc (see ‘activity’ definition). If a user is not interacting with the site, we will not count that time. For Account data, the corresponding Visitor 'Time on Site' data will be added together.

U

V

Visitor

A unique user visiting your application. This visitor can belong to one or more Accounts (see ‘Account’).

Visitor Report

Reports allow you to customize time ranges, segments, and table data so you can view and save the Visitor information most important to you. You can also export your custom reports to a csv file for added functionality.

W

Whitelist

Alternatively to blacklisting data (see blacklist) from specific domains or accounts, you can whitelist data according to the same dimensions. Whitelisting performs the exact opposite operation. So, when enabled, data from ONLY the domains or accounts you specify will be collected.

WYSIWYG

A WYSIWYG editor is a system in which content (text and graphics) onscreen during editing appears in a form closely corresponding to its appearance when printed or displayed as a finished product, which might be a printed document, web page, or slide presentation. An acronym for What You See Is What You Get.

X

Y

Z

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