Your browser does not seem to support JavaScript. As a result, your viewing experience will be diminished, and you may not be able to execute some actions.

Please download a browser that supports JavaScript, or enable it if it's disabled (i.e. NoScript).

Article Linkage Report

S

Saurabh Jain last edited by Saurabh Jain
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 .
1. Login SearchUnify Admin panel
2. Click on Search Analytics
3. 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.
Reply Quote 0
1 Reply Last reply

Environment	Production
Reported product version	Mamba'20
Resolved in version	Mamba'20
Module	Search Analytics

1
Posts

69
Views

Suggested Topics

M

Download full year Analytics Report
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

1

0
Votes

1
Posts

125
Views

M

Question How to capture full analytics report for the previous year? Environment Reported product version Mamba '20 Resolved in version Colubridae'20 Module Search Analytics Answer Analytics reports can be retrieved for last 6 months only, at a time. You can view/download reports with 6 months of data by selecting Date Range from admin panel. So, if you need Analytics with 1 year of data, then you'll have to download the same report 2 times using the date filters for different dates, and merge them. Follow the steps to set the date filter in the Search Analytics report: Log into the admin console. Go to Search Analytics. Use Select Search Client and Date Range to filter data.
M

Filters in "Session Tracking Details" to Generate Reports with Particular Session Data
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

1

0
Votes

1
Posts

109
Views

M

Environment Reported Version Mamba '20 Resolved in version Colubridae '20 Module Search Analytics Description: Filtering out the sessions based on provided metrics; Searches, Clicks, Support Visit and Cases Logged. Filtering out the sessions for particular activity types to generate filtered report for particular sessions. Filtering out sessions using session ID and email ID details. Resolution: The Session Tracking Details report offers filters on searches, clicks, support visits, case creation, and other metrics. Admins can use one or more filters to pull a list of sessions with specific activities. Clicking on a session ID opens a dialog. The dialog lists the activities performed during that session. With the Activity Type filter, you can configure which activities are listed in the dialog. Options include "Text Searched", "Clicked search Results”, and several others. This filter allows admins to easily access the precise data instead of going over all the details. This data is available on the report for all sessions together, and for each session as well. The activities which are selected from this filter, are reflected in the session details on the UI as well as in the downloaded report. Colubridae ‘20 has added two search options in Session Tracking Details. Admins on C20 instance or a later version can find sessions by their ID or the email ID of the user who created it. They can also pull up session in which a particular keyword was search by looking up that keyword in the Text Box. To perform a search, follow these steps: Click in the Text Box and type the text Select one from All text, Session Id and Email Id. Click Enter. The results in the session tracking details report will be filtered according to your search. Thereby, an admin can access the relevant sessions for a particular searched text, session ID and email ID.
M

Same keyword found in "Successful Searches" and "Searches with No Result" report
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

1

0
Votes

1
Posts

99
Views

M

Question Why are same keywords found in "Successful Searches" and "Searches with No Result" report? Environment Reported product version Colubridae'19 Resolved product version Not a Bug (Explanation Provided) Answer This can happen because of different search scenarios. The following could be the possible reasons for the same keyword to show up in the 2 reports 1. There are possibilities of 'Pre-filter selection' which can lead the same word to not give results. For eg, if a word 'data' is typed in the search box, it shall give results. But if the same user selects three filters, it might not give any results. 2. Another scenario is possible when there is an access issue. Sometimes users don't get the results because they don't have access to documents that contain the search keywords. So the results are not displayed. That is why the same keywords can be seen in both the reports.
Admin is unable to identify users in "Searches With No Result" report
Search Analytics • email tracking mamba 20 • Created • Last Reply Last reply • sugrokker

1

0
Votes

1
Posts

99
Views

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.
S

Multiple transactions for the same session in session tracking details report
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

1

1
Votes

1
Posts

64
Views

S

Question How can SU analytics in the session details report capture multiple transactions in one session id at the same time? Why is there a mismatch in the session id in the session detail report and exported excel? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Analytics Answer: User has logged in from two different tabs using same credentials and at the same time. This will create same tracking requests and at the backend and thus captures all session activities in the same session id. Once the session tracking detail report is exported to excel, it truncates the integer while viewing and on saving it get saved with last few digits being turned to 0's.
S

Page Views vs Conversions
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

1

1
Votes

1
Posts

53
Views

S

Question In Self Service Journey Analytics, What is the difference between Conversions and Page Views? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Analytics Answer: Conversion - Searches that resulted in clicks. When a user searches for a query and click on the results available on the search page, it will be tracked in the analytics as a conversion. Page view - When a user navigates to a website and click on different URLs available on the website, it will be considered as a page view.
M

Timezone of Search Analytics activities
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

1

0
Votes

1
Posts

107
Views

M

Question What is the timezone of various activity details recorded under Search Analytics? Environment Resolved in version Mamba 20 Module Search Analytics Answer: The system uses UTC time zone in all the reports in Search Analytics, like session start date, end date etc. The same timezone is used in the downloaded reports as well.
S

Session Timeout on the Search page
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

1

1
Votes

1
Posts

77
Views

S

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.

Article Linkage Report

Problem Statement

Resolution

Suggested Topics

Download full year Analytics Report
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Filters in "Session Tracking Details" to Generate Reports with Particular Session Data
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Same keyword found in "Successful Searches" and "Searches with No Result" report
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

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

Multiple transactions for the same session in session tracking details report
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Page Views vs Conversions
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Timezone of Search Analytics activities
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Session Timeout on the Search page
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Article Linkage Report

Problem Statement

Resolution

Suggested Topics

Download full year Analytics Report Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Filters in "Session Tracking Details" to Generate Reports with Particular Session Data Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Same keyword found in "Successful Searches" and "Searches with No Result" report Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

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

Multiple transactions for the same session in session tracking details report Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Page Views vs Conversions Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Timezone of Search Analytics activities Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Session Timeout on the Search page Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Download full year Analytics Report
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Filters in "Session Tracking Details" to Generate Reports with Particular Session Data
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Same keyword found in "Successful Searches" and "Searches with No Result" report
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

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

Multiple transactions for the same session in session tracking details report
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Page Views vs Conversions
Search Analytics • Created • Last Reply Last reply • Saurabh Jain

Timezone of Search Analytics activities
Search Analytics • Created • Last Reply Last reply • madhuri.tripathi

Session Timeout on the Search page
Search Analytics • Created • Last Reply Last reply • Saurabh Jain