As I'm looking into what's driving searches with no results, I often find myself focusing on a subject that originally seems like I should prioritize it, but is actually a result of a problem with reporting. Specifically, the typeahead is seriously skewing results.
For example, the table below looks like there are 17 searches without results, but there are actually only 4.
I see this problem occur most frequently in the source for our case management portal, which is bringing down our conversation rates, but it affects all sources.
Also, it's really odd that for the search that starts with "unable to see the new date ov...", it shows 3 Users, Sessions, and Counts, but then drops as the user continues typing. This appears to be a single user because they misspelled "of" as "ov", so why is this changing, and how does this impact numbers overall?
Although I keep hearing about this feature called Case Analytics, I still cannot wrap my head around it. Can someone help me understand what Case Analytics is and how it is different from Admin Reports?