Search Analytics Reporting

Permanently deleted user

• January 22, 2024 16:30

Would like to see updates to the Search Analytics for more robust and efficient reporting. 

• Global filter for Security Groups - the ability to filter by security group and have all related data/reports be reflective of those filters (ie Case Deflection, top search terms, session tracking details, etc). Currently we have to manually cross reference each user with their security group in order to get accurate reporting.

• Holistic customer journey report - currently I have to do all my reporting outside of the Search Analytics admin panel. I have to export the Session Tracking Details Report and the Cases Created report separately, then scrub/manipulate the data outside of the SU in order to get a complete picture of what the user searched and viewed in a session before creating a case. 
• Case deflection reports - If a user looks at 5 different topics in a session and was able to self-serve on 4 of those topics, only needing to open a case on the 5th topic - your system doesn't count the first four as case deflections. Since a case was opened, your system counts those 4 topics as unsuccessful case deflections. I would like to see a more robust way of determining successful deflections within a session where a case was submitted. 

2

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  SearchUnify

  • January 23, 2024 13:08

  Hi @...

  Thank you for drawing our attention to the fact that Search Analytics reporting has to be improved. Your suggestions are invaluable in creating a more reliable and effective system. We are grateful for your input on improving our features!

  Regards!

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  Palkin Gupta

  • February 13, 2024 05:07

  Hey @...,
  
  Regarding the Global Filter for Security Groups, we’re thrilled to inform you that this feature is actively being developed. Our team is focusing on implementing a custom metric filter system. This upgrade is targeted for release in Q2, which we believe will significantly streamline your reporting process and eliminate the need for manual cross-referencing. 
  
  For the Holistic Customer Journey Report, we’ll examine this idea and put this on the backlog.
  
  In response to your feedback on Case Deflection Reports, we're refining our approach to how case deflections are measured, particularly in sessions where a case is eventually submitted. We are already working on introducing a Question Survey feature and improving Implicit Case Deflection by adding new metrics.
  
  

  Thanks!

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