Question In Self Service Journey Analytics, What is the difference between Conversions and Page Views? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Analytics Answer: Conversion - Searches that resulted in clicks. When a user searches for a query and click on the results available on the search page, it will be tracked in the analytics as a conversion. Page view - When a user navigates to a website and click on different URLs available on the website, it will be considered as a page view.

Question How can SU analytics in the session details report capture multiple transactions in one session id at the same time? Why is there a mismatch in the session id in the session detail report and exported excel? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Analytics Answer: User has logged in from two different tabs using same credentials and at the same time. This will create same tracking requests and at the backend and thus captures all session activities in the same session id. Once the session tracking detail report is exported to excel, it truncates the integer while viewing and on saving it get saved with last few digits being turned to 0's.

This article offers one- or two-sentence definitions of analytics terms as they are employed in SearchUnify. The article can be bookmarked and used as a handy reference. For details, refer to the official documentation on Search Analytics. Terms This list will keep on expanding as SearchUnify adds new reports and missing terms are spotted and included. Cases Logged. The total number of cases created on the support page where a search client is installed. Clicks. The total number of results opened across all your search results pages in all sessions. Click Sessions. Search sessions in which at least one result was clicked. Click-Through Rate. See 14; Search Conversion Rate. Daily Average Searches with No Click. It is the average of Searches with No Click over the selected Date Range. Daily Average Searches with No Result. It is the average of Searches with No Result over the selected Date Range. Daily Average Sessions with Unsuccessful Searches. It is the average of Sessions with Unsuccessful Searches over the selected Date Range. Daily Average Unsuccessful Searches. It is the average of Unsuccessful Searches over the selected Date Range. Exit. The number of sessions ended. Featured Snippet. A summary of an answer to a user's query, which is displayed right there on the search results page without the users having to click through to a specific result (Majorly works with How-to articles). No Click Sessions. Search sessions in which no result was clicked. No Search Sessions. Sessions in which a user didn’t run any search. Search Conversions. All searches with clicks are "search conversions". Search Conversion Rate. The ratio of the number of conversions to the number of either All Searches or Unique Searches. Search Sessions. The sum of sessions in which at least one search was performed. Searches with Results. Searches with results refer to the list that is created in response to a search query. Searches with No Click. Search queries where results were shown up on the search client, but users haven’t probably found the results relevant. Searches with No Result. Searches for which no result is produced. SearchUnify Case ID. Unique case ID in a Salesforce org. Sessions. A session is a group of interactions between a user and your website, community, or another platform that takes place during a specified period. Sessions with Unsuccessful Searches. This counts the number of sessions where at least one unsuccessful search was recorded. Both Searches with No Result and Searches with No Click are Unsuccessful Searches. Successful Searches (Clicks). List of searched queries which returned at least one result and at least one of the results is clicked Support Sessions. Sessions in which at least there was at least one visit to the page defined in the Support Page URL. Total Searches. The total number of times search was used on your website or community. Total Sessions. Total number of sessions Unique Searches. The total number of times your website or community search was used, excluding facet selection/deselection, pagination. Unique Unsuccessful Searches. The number of search queries for which either nothing was found or no result was clicked in at least one search.

Problem Statement Customer self service journey analytics is unable to capture customer queries and clicked search results for few community user profiles? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Analytics Solution To record customer queries and clicks, Community profiles must have read and write permissions to the field - "SearchUnify session ID" under the case object.

Problem Statement Which SU analytics report gives count of articles linked to a case? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Analytics Resolution When you create an article from a case in KCS Helper, it will be saved as a draft in your salesforce knowledge article. The article will then have to be published through the Salesforce knowledge portal. Only articles created via SU KCS Helper will be included in below SU Analytics report. Following are the steps to view articles created for a case in SearchUnify Admin panel . Login SearchUnify Admin panel Click on Search Analytics Click on Content Gap Analysis and scroll down to bottom to find "KCS Articles" report Here in this report, you can track the number of articles created on a case. Click on count - Report will show the Article title, who created it and article creation date.

Problem Statement Consider a user performs a search, then closes the search page; and again opens a new Search page and starts performing new searches. Are all these searched performed considered under the same session? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Analytics Answer If a user logs in, logs out, and continue searching, the entire set of session activities is captured under the same session ID in the "Session Tracking Details" report in Search Analytics. Session timeout represents the event when a user do not perform any action on the Search Client page for an interval. In the following scenarios, a session is considered as complete or logged out, and a new session starts for the following searches for the same user: a) If a user performs searches in two different browsers during the same period then two session IDs are generated for the same user, in "Session Tracking Details" report (shown below in the screenshot). b) If a user doesn't perform any activity for more than 60 minutes or the session timeout duration which is set from the SearchUnify Admin Panel. If a new search is performed after the idle time which is greater than the Session timeout period, then again two session IDs are generated. Note: 60 minutes is the default Session Timeout duration, but it can be changed from the SearchUnify Admin Panel. Mentioned below are the steps, to change the default Session timeout duration: Navigate to the Search Clients from the left navigation bar in the SearchUnify Admin Panel Click ""Edit"" for the desired "Search Client" Navigate to the Analytics Properties Find the Session Idle Timeout option and update the Session Timeout duration as per your requirements.

Problem Statement Why Search report in Analytics section shows mutiple searches for single keyword/query in a single user session? Environment Production Reported product version Colubridae 19 Resolved in version Colubridae 19 Module Search Analytics Resolution SearchUnify captures search counts in 2 ways: All searches and Unique searches. The numbers displayed in this report captures All search counts. Based on the search behavior of the users for the search queries, the count of Search for the same query get incremented and the search count for the same query becomes more than 1. The following search pattern can increase the search count for the same query in a single session: -> Searching for the same word again -> Selection/Removal of a facet -> Performing Advanced Search -> Using Pagination -> Changing Language of the Search client -> Changing search results sorting option -> Editing default settings for the search client -> Refreshing the page If any of the above action is performed by a user in a session for the same query, then the All Searches count will show increment in the Search Analytics report

Problem statement Unable to identify users who performed most number of searches which gave no results. Unable to understand the users' search journey, and the search criteria which were used when searches gave no results Environment Reported Product version Colubridae'19 Resolved Product version Mamba'20 Module Search Analytics Resolution With the Mamba '20 release, information about the searches and the details why search query has failed is provided. In the Searches with no result report, session ID are made clickable now. Clicking on any session ID opens up a dialog which contains session details as well as users' email Id. If you cannot see email IDs, please ensure: Email tracking is enabled. For instructions, visit: Map Emails to Sessions The data is coming from a gated community, website, or platform that requires users to log in. But the user may not have access to the content source, and the query has end up with no result.

Question Why are same keywords found in "Successful Searches" and "Searches with No Result" report? Environment Reported product version Colubridae'19 Resolved product version Not a Bug (Explanation Provided) Answer This can happen because of different search scenarios. The following could be the possible reasons for the same keyword to show up in the 2 reports 1. There are possibilities of 'Pre-filter selection' which can lead the same word to not give results. For eg, if a word 'data' is typed in the search box, it shall give results. But if the same user selects three filters, it might not give any results. 2. Another scenario is possible when there is an access issue. Sometimes users don't get the results because they don't have access to documents that contain the search keywords. So the results are not displayed. That is why the same keywords can be seen in both the reports.

Question What is the timezone of various activity details recorded under Search Analytics? Environment Resolved in version Mamba 20 Module Search Analytics Answer: The system uses UTC time zone in all the reports in Search Analytics, like session start date, end date etc. The same timezone is used in the downloaded reports as well.

Environment Reported Version Mamba '20 Resolved in version Colubridae '20 Module Search Analytics Description: Filtering out the sessions based on provided metrics; Searches, Clicks, Support Visit and Cases Logged. Filtering out the sessions for particular activity types to generate filtered report for particular sessions. Filtering out sessions using session ID and email ID details. Resolution: The Session Tracking Details report offers filters on searches, clicks, support visits, case creation, and other metrics. Admins can use one or more filters to pull a list of sessions with specific activities. Clicking on a session ID opens a dialog. The dialog lists the activities performed during that session. With the Activity Type filter, you can configure which activities are listed in the dialog. Options include "Text Searched", "Clicked search Results”, and several others. This filter allows admins to easily access the precise data instead of going over all the details. This data is available on the report for all sessions together, and for each session as well. The activities which are selected from this filter, are reflected in the session details on the UI as well as in the downloaded report. Colubridae ‘20 has added two search options in Session Tracking Details. Admins on C20 instance or a later version can find sessions by their ID or the email ID of the user who created it. They can also pull up session in which a particular keyword was search by looking up that keyword in the Text Box. To perform a search, follow these steps: Click in the Text Box and type the text Select one from All text, Session Id and Email Id. Click Enter. The results in the session tracking details report will be filtered according to your search. Thereby, an admin can access the relevant sessions for a particular searched text, session ID and email ID.

Problem Statement Understanding the concept of "successful successive searches" in Search Analytics Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Category Search Analytics Solution: Search queries where results were shown up on the search client, but users probably didn’t find the results relevant. Hence the results for these queries were not clicked. In such cases, it is advisable to look back at the documents/searched results produced for the searched queries and generate more helpful content around the same queries. This would significantly improve the search experience of the users. Successive Searches with clicks: This is another report which helps to understand the user journey and find the queries which were converted. These successive searches could be made by the users as an alternative to ‘searches with no clicks’ and in these successive searches, users could have found a useful document. This report suggests Admin to boost the same clicked documents for the unsuccessful search queries that users had performed.

Problem Statement What does a search query performed within quotations " " mean in the Search Analytics reports? How is it different from a normal search query? Environment Reported Product Version Mamba 20 Resolved in Version Mamba 20 Module Search Analytics Solution The search queries between quotes (" ") are the exact match searches. Example: in normal practice (without quotations) if a user searches for the phrase Sap Recruitment, the search will focus on both 'Sap' and 'Recruitment' and produce results that have either of the words or both the words. The word order doesn’t have much of an influence because the results can contain 'sap recruitment', 'recruitment sap', and 'sap' alone. However, if a user encloses a query between double-quotes, for example: "Sap Recruitment, only the results with **'Sap Recruitment'**are returned. The exact match searches have a higher chance of going into the searches with no results category.

Question How to capture full analytics report for the previous year? Environment Reported product version Mamba '20 Resolved in version Colubridae'20 Module Search Analytics Answer Analytics reports can be retrieved for last 6 months only, at a time. You can view/download reports with 6 months of data by selecting Date Range from admin panel. So, if you need Analytics with 1 year of data, then you'll have to download the same report 2 times using the date filters for different dates, and merge them. Follow the steps to set the date filter in the Search Analytics report: Log into the admin console. Go to Search Analytics. Use Select Search Client and Date Range to filter data.

Question "Why Search Analytics data exports have grown larger after Mamba' 20 release, without much change in search traffic on the search clients"? Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Analytics Answer Previously (before Mamba 20 release), each downloaded report in Search Analytics could contain upto 100 rows only, irrespective of the filter settings—Date Range, Select User, and Select Search Client. That limit has now been raised and the complete data set available in the Search Analytics can be exported now."

Problem Statement Which report captures the details about searches where clicks were made? Why the number mentioned under "Clicks" and "Searches with Clicks" are different? Description Admin wants to compare the data in specific sections of Search Analytics to see if they all add up. The count of Searches With Clicks under Conversion tab of Search Analytics and total number of Clicks under Overview tab (Tiles data) doesn't match. Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Search Analytics Answer There are 2 different metrics used to measure Clicks in the SearchUnify admin, namely "Searches with Clicks" (Also called as Search Conversions) and "Clicks". The two metrics compared may not be equal because 'Searches with Clicks' shows the number of times a particular query was searched which led to a conversion, whereas 'Clicks' shows the total of conversions (clicked documents). Since there can be a more than one conversions (clicked documents) for the same keyword, the count of 'Searches with clicks' tends to be less than 'Clicks'. Example: A user searches for the query Mobile Phone once in a session and clicks 5 different documents. In this case, the number of Searches with Clicks is 1 and the number of Clicks is 5. A user can download the total "Clicks" from "Top Clicked Search Results" report under "Conversions" tab of Search Analytics as shown below.