Frustration signals
Whence reads every recording and looks for four gestures that show a visitor got stuck. The Frustration screen lists them, puts an estimate of money at stake next to them, and opens each one in the replay at the exact moment.
Find it under Conversion > Frustration in Advanced view, or the Issues entry in Simple view (it opens on the Frustration tab). It needs the Session replays permission; amounts also need Revenue & orders.
The four signals
| Signal | Plain words in Simple view | What Whence detects |
|---|---|---|
| Dead clicks | Clicks that did nothing | A click on something that looks clickable, and the page shows no response within two seconds. |
| Rage clicks | Repeated angry clicks | At least three fast clicks on the same spot, and the page did not keep up. |
| Excessive scrolling | Scrolling up and down, searching | At least four back-and-forth scrolls of a full screen each, within 30 seconds. |
| Quick backs | Left the page within seconds | A page opened and left within ten seconds to go back to the previous one. |
Analysis runs in the background. The newest visits come first; older ones follow within a few hours. The top of the screen says how many visits are analyzed, for example “412 of 450 visits analyzed”, and when the last analysis ran.
Step 1: In Simple view
Where visitors got stuck keeps what matters:
- One amount, always marked Estimate: the carts left right after a visitor got stuck, multiplied by your average order. The calculation is written underneath.
- Fix these first: up to three spots that stopped the most visitors, written as sentences, for example “Tapped the “Size guide” link, nothing happened”. Buttons buyers also tap are left out. Watch opens a visit at that moment.
Details unfolds the full screen described below.
Step 2: In Advanced view
- What it costs: Left at checkout, Carts that never reached checkout and Carts left after a frustration. Each cart is valued at your average order in the period (or of the previous 90 days if there was no order). These are counted on all visits, analyzed or not, and are an estimate of what is at stake, not a measured loss.
- The four signal cards: the share of analyzed visits hit, what happened next (for example “38% left within 30 s”), the clearest device gap, and whether visits with the signal ordered less often than similar visits without it. Click a card to filter everything below by that signal.
- Where it happens: one line per element of your store, counted in distinct visitors, with Then (what happened after) and Watch.
- By product and By campaign: product pages and campaigns where frustrated visits pile up. Google Ads visits without a click id (most iPhones) read “campaign unknown”.
- Frustrated visits per day: one line per signal. Gray days had less than 80% of their visits analyzed, so a low count there means “not read yet”.
- Visits to watch: the most recent first, each opening at its first signal. Load 60 more adds rows.
A spot can be flagged and still not be a problem: when many visitors who tap it also had a cart and ordered, the screen says Probably not an obstacle. Watch a few visits before changing your store.
Related
- Elements shows rage and dead clicks element by element.
- Reports and alerts can warn you when a visitor shows frustration.
- Impact (under Conversion, Decide plan) measures whether a fix worked: from a problem, click I fixed it: measure it.