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Multiple Searches for a single keyword/query in a single user sessions

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Saurabh Jain last edited by Saurabh Jain

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
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Environment	Production
Reported product version	Colubridae 19
Resolved in version	Colubridae 19
Module	Search Analytics

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Suggested Topics

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Session Timeout on the Search page
Search Analytics • • Saurabh Jain

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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.
"Searches With Clicks" and "Clicks" Analytics data.
Search Analytics • search clicks clicks searches conversions • • sugrokker

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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.
Admin is unable to identify users in "Searches With No Result" report
Search Analytics • email tracking mamba 20 • • sugrokker

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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.
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Article Linkage Report
Search Analytics • • Saurabh Jain

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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.

Multiple Searches for a single keyword/query in a single user sessions

Problem Statement

Resolution

Suggested Topics

Session Timeout on the Search page Search Analytics • • Saurabh Jain

"Searches With Clicks" and "Clicks" Analytics data. Search Analytics • search clicks clicks searches conversions • • sugrokker

Admin is unable to identify users in "Searches With No Result" report Search Analytics • email tracking mamba 20 • • sugrokker

Article Linkage Report Search Analytics • • Saurabh Jain

Session Timeout on the Search page
Search Analytics • • Saurabh Jain

"Searches With Clicks" and "Clicks" Analytics data.
Search Analytics • search clicks clicks searches conversions • • sugrokker

Admin is unable to identify users in "Searches With No Result" report
Search Analytics • email tracking mamba 20 • • sugrokker

Article Linkage Report
Search Analytics • • Saurabh Jain