There are several factors involved to successfully have ClickMap's overlay display complete data.

If you see low or under-reported data, see the section labeled Partial ClickMap data. If you do not see any data in the ClickMap overlay, follow these steps:

  1. Navigate to your site that contains implemented code.
  2. Click any link on that page.
  3. On the subsequent page, open the Adobe Debugger.
    1. If Page ID (ClickMap) and Object ID (ClickMap) are defined in the image request, see the section titled Image requests contain ClickMap data but missing in reporting
    2. If the above parameters are not defined in the image request, see the section titled No ClickMap parameters in image requests.
    3. If there is no image request, troubleshoot any implementation issues to determine the root cause. If your site sends data to SiteCatalyst using iFrames, use a packet monitor; the debugger doesn't recognize image requests within frames.

Image requests contain ClickMap data but are missing in reporting

The following are reasons why ClickMap doesn't show data, though you can information in the debugger.

  • Using the overlay without meeting system requirements: Ensure that your browser and operating system meet the system requirements as outlined under Installing ClickMap.
  • Incorrect Report Suite selected: The report suite selector in the ClickMap overlay must match the report suite of the actively viewed site. If you use multisuite tagging, you can use any of those report suites.
    Note: If you are using multiple tracking instances (by default the tracking instance is set to s), ClickMap only recognizes the first instance.
  • ClickMap cannot locate an image request on the active page: ClickMap references image request data fired on the page. If there is no image request on the page, no overlay is shown.
  • CSS Z-Index too high: ClickMap uses a z-index of 2000. If components on your site use a z-index greater than 2000, your site renders on top of ClickMap's overlay.
  • Image requests not being sent to the correct location: Ensure that the image request is sending data to the correct data center. Also make sure that the correct tracking server is used. Have one of your organization's supported users contact ClientCare if you are unsure of this information. 

No ClickMap data within an image request

The following are reasons why your implementation doesn't collect ClickMap data:

  • The variable s.trackInlineStats is not defined or set to false: s.trackInlineStats determines if ClickMap data is recorded or not. Ensure that this variable is set to true.
  • The core javascript file is referenced in the <head> tag: ClickMap has several dependencies on the s_code.js file being in the <body> tag. If your core javascript file is referenced in the <head> tag, move it to the top of the <body> tag instead.
  • The getQueryParam plug-in is outdated: Previous versions of this plug-in are not compatible with ClickMap. If your site has the getQueryParam plug-in installed, ensure that you are running the latest version.
  • The s.cookieDomainPeriods variable is incorrectly set: If your domain has two periods (for example www.mysite.com), this variable isn't necessary. If your domain has three or more periods (for example www.mysite.co.uk or staging.store.mysite.com), setting s.cookieDomainPeriods is necessary.

Partial ClickMap data

Partial or limited data is much more common, and is expected depending on your implementation. Because of the wide range of differences in browser types, recording every link click is not guaranteed. If you see an abnormally lower number of clicks than expected, take the following into consideration: 

  • Relative links: Relative links are automatically converted to absolute URLs in reporting. For example:
    • Relative link- <a href="/content/page.html">Link</a>
    • Absolute link- <a href="http://mysite.com/content/page.html">Link</a>
    • The absolute link conversion is dependent on the URL of the visitor. Relative links include or exclude the WWW subdomain, classifying them as different pages. Viewing the ClickMap overlay on a page including the 'WWW' subdomain reveals different data than the URL without the 'WWW' subdomain. Using absolute links or defining the s_objectID variable mitigates this discrepancy.
  • Page Name changing: ClickMap uses the s.pageName variable to identify ClickMap pages. If the implementation changes on a page where s.pageName is a different value, ClickMap does not show historical data. This point includes VISTA rules and Processing Rules changing the Page Name. In other words, the Page Name cannot be altered once the image request is sent.
  • Different URLs between visitors: If the s.pageName variable is not defined, the page's URL is used instead. URLs report differently from browser to browser (for example, http://www.mysite.com and http://mysite.com are separate values to ClickMap). If visitors include or exclude the 'WWW' subdomain, different ClickMap data is recorded. To prevent this discrepancy, using s.pageName or s_objectID is highly recommended.
  • Dynamic Content: Pages with highly dynamic content can shift links on the page. If ClickMap cannot find the link location it originated from, the overlay does not render for that item. Implementing the s_objectID variable on each link provides a solid location that ClickMap can easily trace itself back to.
  • Menus that auto-hide: Similarly to dynamic content, if certain links are hidden, the overlay attempts to show ClickMap data where the menu would be. This functionality is intentional to indicate the portions of the page that a visitor clicked.
  • Missing implementation on destination page: ClickMap relies on the image request of the subsequent page for links internal to your site. External links clicked rely on Exit Link Tracking to send data to SiteCatalyst. If a link is considered internal, and no image request fires on the subsequent page, ClickMap data is not collected.
  • Back/Forward/Refresh buttons: Since these browser functions do not generate clicks, they do not appear in ClickMap reporting. However, since image requests fire, this data still populates pathing reports.
  • Flash: ClickMap reports clicks within Flash objects, as long as the s_objectID is implemented. Custom link tracking within Flash is supported.
  • Site Overhaul: If your site has recently made significant changes to its layout, many link locations, and positions can change to make them unrecognizable by ClickMap. Implementing the s_objectID variable allows ClickMap to easily locate links no matter where they have changed.

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