Session Tracking Details Gets Granular

By now, I hope that most everyone has moved to C21. If you haven’t, you’re missing out on a reporting feature that I’ve been waiting for. Prior to this release, you could view analytics, including session activities, by Search Client, but you couldn’t get any more granular than that. But now (Drum roll, please!), you can add another layer of filtering that corresponds with groups of facets that you have set up in, for example, your customer or partner community or support portal, or in your Salesforce or Zendesk agent Console.

So if you have facets for your various products, services, industries you market to, customer personas, or customer locations, you can analyze session data filtered by one or more of these parameters to look at things like engagement, self-service success, and case drivers. If you find that sessions for one of your products, for example, are resulting in cases far more often than the others, you can dig into search queries and clicks (or lack thereof) to determine the cause.

Intrigued? Here’s the article that explains how to set it up. Happy filtering!