Using Google Analytics 4 with Encompass Consumer Connect

Using Google Analytics 4 with Encompass Consumer Connect Guide

Google Analytics event tracking is a feature within Google Analytics that lets you monitor almost every action a site visitor or borrower takes on your site—such as when they entered the site, submits a loan application, enters the borrower portal, and so on—regardless of their point of entry. Google Analytics also allows you to capture custom elements, such as Instance ID, Workflow ID, and so on, through Custom Dimensions. You can use the data captured by Google Analytics to gauge the effectiveness of your site, configurations, marketing campaigns, and so on.

What would you like to do?

Closed Learn How to Get Started with Google Analytics

Support

  • Google Analytics event tracking is supported on Consumer Connect sites and embedded borrower widgets for SSO and non-SSO sites.

  • Consumer Connect sites and widgets support Google Analytics 4 (GA4) and Google Analytics 3 (GA3). We encourage you to use or migrate to Google Analytics 4.

Get Started with Google Analytics

To take advantage of Google Analytics tracking with your Consumer Connect site or widget, a Google Analytics account is required. If you do not have Google Analytics 4 account yet, you can create one by going to google.com/analytics, and clicking Get started today.

For GA3 Universal Analytics users, we encourage you to migrate to Google Analytics 4. Google Analytics 4 is replacing Universal Analytics on July 1, 2023. At this time, all standard Universal Analytics properties will stop processing data. 360 Universal Analytics properties will stop processing data on July 1, 2024. To help with this transition, beginning in March 2023, Google will be creating a GA4 property for you, based on the settings in your Universal Analytics property, unless you opt out. For more information about this change and to learn how to migrate to GA4, see make the switch to Google Analytics 4 and Migrate from UA to GA4. To learn how to configure GA3 Universal Analytics with Consumer Connect, see Using Google Analytics 3 with Encompass Consumer Connect.

GA4: High-level Steps for Setting Up Google Analytics with Consumer Connect

Step 1: Create a GA4 Property for Consumer Connect

Step 2: Configure the GA4 Property

Step 3: Configure Consumer Connect

ClosedCreate a GA4 Property

You can create a new GA4 property or, if you were using GA3 UA previously, you can migrate your existing UA property to a GA4 property.

ClosedGA4: Migrate a GA3 UA Property to GA4 Property

Follow the steps below to migrate a UA property to a GA4 property. A property is required to set up tracking on your Consumer Connect site or widget.

To migrate a GA3 UA property to a GA4 property:

  1. Sign in to your Google Analytics account.

  2. Click Admin in the lower left corner.

  1. In the Property column, select the property to migrate, and then click GA4 Setup Assistant.

  1. Click the Get Started button.

  1. Click the Create and Continue button.

  1. Next, click the Go to your GA4 property button.

  1. In the left column, click Data Streams.

  1. In the right panel, click the data stream at the top of the list to view the stream details.

  1. Note or write down the measurement ID displayed.

  1. Go to the Detailed GA4 Property Configurations instructions to continue and complete setup.

ClosedGA4: Create a Property

Follow the steps below to create a GA4 property. A property is required to set up tracking on your Consumer Connect site or widget.

To create a GA4 property:

  1. Sign in to your Google Analytics account.

  1. Click Admin in the lower left corner.

  1. In the Property column, click Create Property.

  1. In the next screen, provide a name for the property, and then click Next.

  1. In the Business details section, select the industry category and your business size, and then click Next.

  1. Select the business objectives for measuring site analytics, and then click Create.

  1. Next, click the Web option.

  1. In the stream details, provide the URL for the site being monitored, and then a stream name. Then click Create stream.

  1. Back on the Data Streams screen, click the data stream to view the stream details.

  1. Note or write down the measurement ID displayed.

  1. Go to the Detailed GA4 Property Configurations instructions to continue and complete setup.

ClosedDetailed GA4 Property Configurations

Provide additional details for the GA4 property you created in the previous steps.

Create custom dimensions

Custom dimensions are required to map the data that is received with Consumer Connect site events. This assists with gaining more insights into reports returned from Google Analytics.

To create custom dimensions:

  1. In the Property column, select the newly created GA4 property from the drop-down list.

  1. Click Custom definitions.

  1. Click the Create custom definitions button.

  1. On the next screens, provide the Dimension name, Scope, Description, and then add or select an Event parameter. When done, click Save.

    • Hover your mouse pointer over the help icon (question mark) for each field to learn more about what is expected in the field.

  1. Repeat step 4 for each dimension you want to add. The list below provides each dimension that is recommended to be added for your site.

ClosedCreate conversions

By creating conversions, you can view the ratio between application Started, Saved, and Submitted events.

To create conversions:

  1. In the Property column, click Events, and then click Create event.

  1. Click the Create button.

  1. On the Configuration screen, provide the required details for each event. When finished with adding the details for an event, click the Create button to save the event.

    • After providing a condition for the event, click the Add condition button to add another condition to the same event.

  1. Repeat steps 2-3 to add the following events. It is recommended to add these events for your Consumer Connect site.

  1. When finished, close the Create events screen.

  2. In the Property column, click Conversions, and then click the New conversion event button.

  1. Add the New event name, and then click Save.

  1. Repeat steps 6-7 to add the following events.

    • Ensure the Mark as conversion column status is set to "on" for each event (as shown below).

    • The purchase event is automatically added by Google and cannot be removed. The Mark as conversion for this event should be set to "off" (as shown below).

ClosedAdd Google Analytics Tracking to Your Site

The steps for adding Google Analytics tracking to a regular Consumer Connect site and embedded borrower widget site are different.

To add Google Analytics tracking to your site:

  1. Open the Website Builder tool.

  2. Click SEO.

  3. The SEO settings panel opens. Use the scroll bar on the right to bring the Google Analytics Account field into view.

  1. Enter the Measurement ID you noted when creating the data stream.

  2. Click Save, then Publish your site’s changes.

  3. Verify Google Analytics is working.

Google Analytics Code in the Footer
Sites with verification and analytics tracking codes in the Footer Code area of the Website Builder SEO settings panel, will provide metrics concerning the top-level site as a whole. It will not provide metrics concerning individual pages of the loan application, events, or custom dimensions.

To add Google Analytics tracking to an embedded borrower widget:

  1. Open the Consumer Connect Admin.

  2. Select the borrower widget site to edit from the drop-down list at the top of the page.

  3. In the left-navigation menu, click Borrower Portal.

  4. In the Google Analytics Account field, enter the Measurement ID you noted when creating the data stream.

  5. Click Save.

    After saving your changes, the Google Analytics tracking code is applied to the borrower widget. The code snippet does not need to be regenerated or updated.

  6. Verify Google Analytics is working.

ClosedVerify Google Analytics Event Tracking is Working

Google Analytics can take 24-48 hours to return tracking data from your site. In the meantime, you can verify that your Tracking ID is working by checking the Realtime reports. Realtime reports show activity as it happens on your site. Reports are updated continuously and each hit is reported seconds after it occurs. For example, you can see how many people are on your site right now.

To verify Google Analytics is working:

  1. Sign in to your Google Analytics account.

  2. In the Admin view, select the desired Account, Property, and View.

  3. Under Reports in the left navigation menu, click Realtime.

    If Google Analytics has started tracking events on your site, the Realtime report will show the number of active users on the site in the last 30 minutes.

    If there are no active users recorded, open your site in another browser window and click around—the report should show at least one active user.

ClosedLearn About Events Tracked on a Consumer Connect Site

The default events captured by Google Analytics for Consumer Connect sites are listed in the table below. You can also configure Google Analytics to capture non-quantitive data from Consumer Connect sites and users such as the instance ID, site ID, user role, loan GUID, and so on using Custom dimensions & metrics. For more information, see Customize Tracking.

Consumer Connect User Events

The following table lists and describes the default user events captured by Google Analytics on a Consumer Connect site.

Event Description Notes
1003 STARTED Borrower starts a new loan application (clicks Apply Now).  
application.resume Borrower logs into their account and resumes an application in progress.  
application.save Borrower clicks Save in the loan application.  
application.save.auto Auto saving of the application.  
application.submit Borrower submits application to Encompass.  
acctManagement.accountCreated Borrower creates an account. This event is tracked on non-SSO sites only.
acctManagement.optRequest Borrower requests OTP as part of password reset experience. This event is tracked on non-SSO sites only.
acctManagement.optVerified Borrower verifies OTP as part of password reset experience. This event is tracked on non-SSO sites only.
acctManagement.passwordChange Borrower successfully changes password as part of password reset experience. This event is tracked on non-SSO sites only.
acctManagement.passwordRequest Borrower forgets password. This event is tracked on non-SSO sites only.
acctManagement.passwordSet Borrower goes through setting up new password experience. This event is tracked on non-SSO sites only.
acctManagement.profileUpdate Borrower changes their name, phone number, or any other account information. This event is tracked on non-SSO sites only.
acctManagement.verificationResendRequest Borrower requests a new verification email. This event is tracked on non-SSO sites only.
acctManagement.usernameRequest Borrower forgets username. This event is tracked on non-SSO sites only.
consent.loan Borrower access eConsent on a loan  
consent.package Borrower accepts eConsent for an individual package.  
econsent.accepted Borrower accepts eConsent on a loan  
econsent.declined Borrower declines eConsent for an individual package.  
loan.view Borrower views a loan in borrower portal.  
service.assets Borrower completes online asset verification.  
task.upload Borrower uploads document to a task in borrower portal.  

ClosedView Event Reports

The Behavior Events reports in Google Analytics display the events tracked on your Consumer Connect site. To access these reports, click Reports > Engagement in the left navigation menu, then click Events.

The report below is an example of an Events Overview report, which shows a high-level overview of event metrics.

For a more detailed view , click an event listed in the table.

ClosedCustomize Event Tracking

You can capture information on your Consumer Connect site that is not automatically tracked by Google Analytics by creating custom dimensions. Adding custom dimensions to your Google Analytics property can improve the quality of your reports and help provide deeper insight into the effectiveness of your site and marketing campaigns.

Custom dimensions can be created for the following Consumer Connect attributes:

  • Encompass instance ID

  • Consumer Connect site ID

  • Role of the logged in user

  • Loan GUID

  • Workflow ID

To create a dimension, click Add Filter, and then add the dimension details in the Build filter panel. When finished, click Apply.

Consider the following before creating custom dimensions:

  • Custom dimensions are set at the property level in your Google Analytics account. You must have the Editor or Administrator role on the property to create or edit custom dimensions & metrics.

  • After creating the custom dimension, the tracking code must be updated on your Consumer Connect site (Consumer Connect Website Builder tool > SEO page, or for embedded borrower widgets, Consumer Connect Admin > Website Builder).

For more information and detailed instructions on creating custom dimensions, see the Google Analytics Help article for Custom dimensions & metrics.

ClosedView Tips for Analyzing User Engagement

Check Borrower Engagement Rate and Bounce Rate

Use the engagement rate and bounce rate metrics to measure engagement on the website. The Bounce rate tells you how many site visitors or borrowers viewed and exited your site. The reports will also show you which page has the highest engagement rate.

To check the engagement and bounce rates, go to Reports > Engagement > Pages & Screens. The Engagement Rate and Bounce Rate columns display in the data table. If these columns are not included in the report, you can add these dimensions by customizing the report. Refer to the Google Analytics Help article for Engagement rate and bounce rate.

Tracking Workflow IDs in Encompass

Something else to consider is that Encompass captures the workflow ID sent with loan files submitted from Consumer Connect sites. The workflow ID is mapped to the Encompass field Workflow ID (field ID 4685), which is available in the Encompass Reporting database and can be added to custom input forms and reports.

You can create a report in Encompass based off the Workflow ID field. The report would list all the loans created from a given workflow ID. If the workflow ID is connected to a specific online campaign, then you can see which loans moved from Consumer Connect into Encompass and the progress of the loan in Encompass (i.e. Underwriting, Closed, Funded, etc.).

About the Workflow ID Field in Encompass
The read-only Workflow ID field (field ID 4685) is located on the Source section on the Borrower Summary – Origination and the Borrower Summary – Processing input forms.

Consider Split Testing

Split testing, also known as A/B testing, is a good way to compare multiple workflows with different experiences. You would use the Workflow ID custom dimension to track the effectiveness of your loan application workflows.