Widget analytics and event tracking

Widget analytics

Certorix provides built‑in analytics for widget usage. View metrics on the Dashboard and in exported reports.

Metrics collected

• Sessions started – Number of diagnostic sessions initiated.
• Sessions completed – Sessions that reached a Solution or Result node.
• Completion rate – Completed / Started.
• Average time to complete – Time from start to end node.
• Most common paths – Popular sequences of answers.
• Drop‑off points – Nodes where customers frequently abandon.
• Tickets created – Number of contact form submissions.
• AI chat interactions – Messages sent, satisfaction ratings.

Viewing analytics

Go to Dashboard → Analytics tab.

Filters available:

• Date range (last 24 hours, 7 days, 30 days, custom)
• Specific tree(s)
• Widget placement (website, Freshdesk, direct link)
• Language

Exporting analytics

Click Export CSV to download raw event data for your own analysis (looker, Excel, BI tools).

Exported data includes:

• Session ID (anonymised)
• Timestamp (start and end)
• Tree ID and title
• Node sequence (IDs)
• Answers given (if not PII)

Custom event tracking via JavaScript API

Send your own events from your webpage to Certorix analytics:

cw('track', 'custom_event', { value: 'something' });

Custom events appear in the analytics dashboard under 'Custom' tab and in CSV exports.

Privacy and PII

Certorix analytics:

• Does not track IP addresses (anonymised).
• Does not track customer name/email in analytics (only in ticket creation).
• Session IDs are hashed in exports.
• You can disable analytics collection entirely by toggling Disable analytics in Company Profile → Privacy settings.