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Pendo Tracking for Itinerary Planning

What's Being Tracked

The implementation captures user behavior across the entire Itinerary Planning workflow. Here's what PMs can analyze in Pendo:

1. Plan Execution (IP_Plan_Run)

When: User clicks "Run" to generate optimized plans

What you can answer:

  • How many users run On-Demand vs Routed planning?

  • How many shipments/routes are being optimized? (for usage metering/billing)

  • What % use Enhanced Routing (Google) vs Standard (VROOM)?

  • How many rely on placeholder drivers/routes vs real assignments?

  • What's the typical max shipments per driver setting?

  • Are users enabling workload balancing?

 

Property 

Meaning 

subFeature

'on-demand' or 'routed'

numShipmentsInput

Count of shipments being optimized (billing metric)

numRoutesInput

Count of routes selected (routed mode only)

enhancedRouting

'OFF' (VROOM), or 'ON' (Google)

numPlaceholders

Count of placeholder drivers/routes

numRealDriversOrRoutes

Count of actual assigned resources

usesPlaceholdersOnly

true if only using placeholders

goal

Optimization goal selected
 

💡 Billing Insight: Use numShipmentsInput to track optimization volume per customer. This maps directly to Fleet Optimization API usage and can be used to calculate credits consumed.

2. Plan Saved (IP_Plan_Saved)

When: User saves their finalized plan

What you can answer:

  • What's the save rate after running plans?

  • How many shipments are typically planned per session?

  • Are users re-running plans before saving? (wasRerun)

  • How many shipments end up in Exceptions? (couldn't be planned)

Property

Meaning

subFeature

'on-demand' or 'routed'

entityCount

Number of plans saved

totalShipments

Total shipments across all plans

wasRerun

User went back and re-ran the optimizer

exceptionsCount

Shipments that couldn't be assigned
 

3. Navigation/Re-runs (IP_Step_NavigatedBack)

When: User clicks "Back" from results to re-configure

What you can answer:

  • How often do users re-run their plans?

  • At what step do they typically go back?

Property

Meaning

fromStep

Step they navigated away from

toStep

Step they went back to

willRerun

true if returning to parameters (will trigger re-run)
 

4. Map Pinning (IP_Map_Pin)

When: User pins drivers, routes, shipments, or plans to the map

What you can answer:

  • How often do users pin items to the map?

  • At what stage of the workflow do they pin? (Shipments → Parameters → Results)

  • Do they pin individual items or use "Pin All"?

 

Property

Meaning

action

'map-pin', 'map-unpin', 'map-pin-all', 'map-unpin-all'

subFeature

'on-demand', 'routed', 'timeline-view', or 'grid-view'

entityType

'driver', 'route', 'shipment', or 'plan'

page

'shipments', 'parameters', or 'results'
 

5. View Usage (IP_View_Interaction)

When: User interacts with Timeline View or Grid View (non-pinning actions)

What you can answer:

  • Do users reorder driver/route groups?

 

Property

Meaning

subFeature

'timeline-view' or 'grid-view'

action

'reorder-groups'
 

6. Manual Changes (IP_Shipment_Moved, IP_Driver_Assigned, IP_Driver_Unassigned, IP_Plan_ManualChange)

When: User manually moves shipments or changes assignments

What you can answer:

  • How often do users override the optimized results?

  • Are they rescuing shipments from Exceptions? (fromExceptions)

  • How many shipments are moved at once?

  • Which view do they make changes in?

 

Property 

Meaning

subFeature

View or plan type

entityCount

Number of shipments moved

fromExceptions

true if moving from Exceptions group

fromGroup / toGroup

Source and destination (timeline drag-drop)
 

7. Parameter Changes (IP_Parameter_Changed)

When: User modifies any planning parameter

What you can answer:

  • Which parameters have low change rates? (defaults may be good)

  • Which parameters are frequently changed? (may need better defaults)

  • Are on-demand vs routed users configuring differently?

  • Which fields do users change when re-running? (isRerun: true)

 

Property

Meaning 

subFeature

'on-demand' or 'routed'

fieldName

e.g., 'maxShipmentsPer', 'enhancedRouting', 'goal', etc.

isRerun

true if user already visited results and came back to change config
 

Tracked fields: maxShipmentsPer, numPlaceholders, startTime, endTime, goal, serviceTimePerStop, gracePeriodPerStop, serviceTimePerDelivery, gracePeriodPerDelivery, enhancedRouting, driverWorkloadBalancing, driverWorkloadBalancingMethod

8. Warning Friction (IP_Warning_Friction)

When: User encounters a warning dialog and chooses to go back rather than proceed

What you can answer:

  • How often do warnings cause users to pause or reconsider?

  • Which warnings create the most friction in the workflow?

  • Are GPS issues a barrier to adoption?

  • Do capacity limits cause users to adjust their approach?

  • Compare friction rates between on-demand vs routed

Property

Description

feature

'itinerary-planning'

action

'warning-friction'

category

'workflow'

subFeature

'on-demand' or 'routed'

warningType

Type of warning that caused friction (see below)
 

Warning Types Tracked:

warningType

When It Fires 

Extra Data

'missing-gps'

User heeds GPS warning and goes back to fix

driversAffected

'all-resources-maxed'

Blocked – all drivers/routes at capacity

resourcesAffected

'exceeded-limits'

User heeds exceeded limits warning

resourcesAffected

'insufficient-capacity'

User heeds insufficient capacity warning

totalShipments, remainingCapacity
 

9. Plan Failed (IP_Plan_Failed)

When: The optimization service returns an error and the plan cannot be generated

What you can answer:

  • How often do plans fail at the service level?

  • What error types are most common?

  • Are users hitting the location limits frequently?

  • Compare failure rates between on-demand vs routed

  • Correlate failures with input size (shipments, drivers/routes)

Property 

Description

feature

'itinerary-planning'

action

'plan-failed'

category

'workflow'

subFeature

'on-demand' or 'routed'

errorType

Type of failure (see below)

httpStatus

HTTP status code from service

numShipmentsInput

Number of shipments sent to service

numResourcesInput

Number of drivers/routes sent to service
 

Error Types Tracked:

 

errorType 

When It Fires 

Notes

'too-many-locations'

Exceeded max allowed locations

User shown limit warning dialog

'service-error'

Any other service failure

Includes 400, 500 errors, timeouts, etc.
 

Usage Metering & Billing Analysis

For credit-based billing aligned with Google Fleet Optimization API costs:

Metric

How to Calculate in Pendo 

Total shipments optimized

Sum of numShipmentsInput on IP_Plan_Run events

Optimization runs per account

Count of IP_Plan_Run events grouped by account

Average shipments per run

Average of numShipmentsInput

Enhanced routing usage

Filter IP_Plan_Run where enhancedRouting == 'ON'

On-demand vs Routed split

Group by subFeature on IP_Plan_Run
 

💡 Example Query: To calculate monthly optimization volume for billing, aggregate numShipmentsInput from all IP_Plan_Run events per account per month.

Pendo Dashboard Tips

  1. Filter by feature: 'itinerary-planning' to see all IP events

  2. Group by category to separate workflow metrics from interaction metrics

  3. Compare subFeature: 'on-demand' vs 'routed' for adoption analysis

  4. Look at fromExceptions: true to measure how often the optimizer fails

  5. Track wasRerun: true to identify friction in the planning flow

  6. Aggregate fieldName on parameter events to find which defaults need tuning

  7. Filter IP_Parameter_Changed by isRerun: true to see what users change when re-configuring

  8. Group IP_Map_Pin by page to compare pinning at different workflow stages (shipments/parameters/results)

  9. Sum numShipmentsInput on IP_Plan_Run to track optimization volume for billing/credits

Event Quick Reference

Event Name 

Category

Key Insight

IP_Plan_Run

workflow

Planning started (includes shipment count for billing)

IP_Plan_Saved

workflow

Planning completed

IP_Warning_Friction

workflow

User backtracks due to warnings

IP_Step_NavigatedBack

navigation

User re-ran planning

IP_Map_Pin

interaction

Map pinning (with page context: shipments/parameters/results)

IP_View_Interaction

interaction

Group reordering

IP_Shipment_Moved

interaction

Manual overrides

IP_Driver_Assigned

interaction

Manual assignments

IP_Driver_Unassigned

interaction

Removed assignments

IP_Plan_ManualChange

interaction

Any manual optimization

IP_Parameter_Changed

config

Parameter tuning (with re-run context)