The Difference in the Total Count of Support Sessions in SearchUnify Admin Panel Analytics and Internal Reports

Question

Support Session information received from SU admin panel donot match with the internal reports.

Answer:

Some of the possible reasons for the discrepancy in counts of support sessions in the SU analytics pannel and internal report are:

• Multiple case creation channels. If there are multiple channels of case creation other than the community case form such as calls, emails, social media, etc, then there could be a difference between both the reports. SearchUnify analytics only tracks the community case form sessions.
• In case the total sessions on the analytics are less than the number of cases, it could be a gap between the number of sessions in which multiple cases are created in a single session.