How to Handle Session Timeouts in CJA Across Multiple Touchpoints? | Community
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DhanA2
DhanA2
Level 3
September 26, 2024
Question

How to Handle Session Timeouts in CJA Across Multiple Touchpoints?

  • September 26, 2024
  • 2 replies
  • 609 views

 

Hi Experts,

I’m looking for strategies to manage session timeouts in Customer Journey Analytics (CJA) when users interact with multiple touchpoints. I have a few specific questions:

  1. How does CJA aggregate data from multiple touchpoints—does it consider them as one session or multiple sessions?
  2. What are the best practices for keeping user sessions active across different touchpoints?
  3. Are there effective methods for tracking user activity to prevent session timeouts?
  4. How can I ensure a seamless user experience if a session times out during interactions?

Any insights would be greatly appreciated!
@brianau1 

Thanks!

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2 replies

RiteshY18
Community Advisor
RiteshY18Community Advisor
Community Advisor
September 27, 2024

@dhana2  look in Sessionization Settings that might help

Josh Stephens
Community Advisor
Josh StephensCommunity Advisor
Community Advisor
September 27, 2024

A really cool feature of CJA is that you can create multiple Data Views with different Sessionization settings.  You could have one with the typical 30 minute timeout, another with 24 hour timeout, and another with 30-day timeout.  Each would have the same info but report on "Sessions" based on the appropriate timeout period.

 

CJA will combine cross channel activity into a single session when they're attributed to the same person.  For example, assume a 30 minute inactivity period.  If a visitor goes to your website and within 30 minutes makes an in-store purchase, those would be in the same Session.  This is true for when the Person ID matches or after replay for stitching.

 

CJA, like AA virtual report suites, also allows you to start a new Session on a certain event.  For example, a Mobile App launch could start a new Session even if there's less than 30 minutes of inactivity.

 

I'm not clear on your other questions.  If there are some specifics you could share, it'd be helpful

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