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Status Submitted
Workspace Call Center
Created by Guest
Created on Sep 24, 2026

RELATED IDEAS

We need a supported way to load Quantum Metrics so that session replay captures the full COM user interface, including content inside the inner container where Order, Product, Return, and Customer screens render.

We inject the analytics script into COM iframes via the shell extension (qm-loader.js). With this, we are able to capture content inside inner iframes.

Observation:

Intermittent blank content in COM iframes during QM session replay.Capture is inconsistent. In some sessions, COM iframe content is visible (for example Alert, Search, and Repair). In other sessions, the same screens replay as blank, even though the user completed the flow.

This occurs more often on:

1.Home page portlets (nested iframes)

2.while opening multiple new sessions in COM

  1. Repair create, where navigation replaces the iframe in the same tab (Evaluate Repair vs customer / add item / fulfillment / payment / summary)

Advise the recommended approach so feature iframe content is captured reliably after load and after in-tab navigation.

Attaching QM session recordings here for your reference.

https://tapestryinternalapps.quantummetric.com/#/replay/4503599627688204/0?sessionTs=1789987730

QM session reco...
coach-qa-1.oms....
QM session recording with blank content.png
Open full size
coach-qa-1.oms.supply-chain.ibm.com_QM.har
 coach-qa-1.oms.supply-chain.ibm.com_QM.har
Open full size
QM session recording with blank content.png coach-qa-1.oms.supply-chain.ibm.com_QM.har
What is your industry? Retail
How will this idea be used?

These metrics will be useful for retailers. The data can also guide further enhancements to the site and COM screens.

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