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Hoekstra_VFZ's avatar
Hoekstra_VFZ
Advisor
2 years ago

Help needed - Specific issue with Content Square (great 3rd party UX analytics) and Khoros

Hi all, long time no see.

We use Content Square analytics to check what users interact with on our communities. Via a browser plugin we can see where users are interacting. We can check live click and scroll behavior, project usage percentages over components and generate heatmaps. Content Square is great!

However we noticed it does not capture data on all pages and topics. We found the javascript delivered by Content Square stops running.

We raised a ticket at CS, they could not find errors in their script. They did however found some invalid HTML in the Khoros code, and CS is quite sure (not 100%) this breaks the script. This is the issue: Khoros uses a : in an HTML-tag. This is the invalid HTML (<li:common-slide-menu></li:common-slide-menu>). We asked CS to make a workaround, but due to security issues they cannot go around the limitation of scanning HTML tags with special characters in the wrong place. Fair enough.

We then raised a ticket at Khoros [REF: 00414657] for this specific HTML issue. Support checked with Engineering. Engineering says the cannot change the invalid HTML as this code is part of Core and is also not supported: 
"We have reached out to our engineering team, and according to the update from the team, this is out of support for us. As per the update, using JS to interact with our core components – is not supported by us."

We feel even if JS interactions are not supported, it is still fair to ask for proper valid HTML tags.

So, here we are in Limbo. Non of the parties can fix the issue. Can anyone help?

  • How should we as a Khoros Customer proceed?
  • Are there other Khoros Communities where you guys have managed to get Content Square to work?
  • Should Khoros deliver proper HTML regardless of supporting JS interactions?

Cheers,
Anne

API
Beta
UI & Design
  • Malcolm-M's avatar
    Malcolm-M
    Boss
    2 years ago

    The use of the : in the slide in menu list items seems common and weird. We use Content Square and I'm not aware of issues though.

    • Hoekstra_VFZ's avatar
      Hoekstra_VFZ
      Advisor
      2 years ago

      Thanks Malcolm, we will look further into this issue. If you guys do not experience issues with Content Square and Khoros, this means there must be a solution on our side.

    • Hoekstra_VFZ's avatar
      Hoekstra_VFZ
      Advisor
      2 years ago

      Thanks Stan, great tip! The Multipath Funnel and Customer Journey analysis looks good in that tool.

      Our parent company has a nice agreement with Content Square that enables us to lift along without spending resources, so this keeps being the most interesting choice.