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Article Linkage Report

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

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Suggested Topics

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

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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.
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Multiple transactions for the same session in session tracking details report
Search Analytics • • Saurabh Jain

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

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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.
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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Download full year Analytics Report
Search Analytics • • madhuri.tripathi

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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.
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Multiple Searches for a single keyword/query in a single user sessions
Search Analytics • • Saurabh Jain

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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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Timezone of Search Analytics activities
Search Analytics • • madhuri.tripathi

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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.
Search Analytics - Short Definitions
Search Analytics • search analytic definitions cheatsheet • • sugrokker

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This article offers one- or two-sentence definitions of analytics terms as they are employed in SearchUnify. The article can be bookmarked and used as a handy reference. For details, refer to the official documentation on Search Analytics. Terms This list will keep on expanding as SearchUnify adds new reports and missing terms are spotted and included. Cases Logged. The total number of cases created on the support page where a search client is installed. Clicks. The total number of results opened across all your search results pages in all sessions. Click Sessions. Search sessions in which at least one result was clicked. Click-Through Rate. See 14; Search Conversion Rate. Daily Average Searches with No Click. It is the average of Searches with No Click over the selected Date Range. Daily Average Searches with No Result. It is the average of Searches with No Result over the selected Date Range. Daily Average Sessions with Unsuccessful Searches. It is the average of Sessions with Unsuccessful Searches over the selected Date Range. Daily Average Unsuccessful Searches. It is the average of Unsuccessful Searches over the selected Date Range. Exit. The number of sessions ended. Featured Snippet. A summary of an answer to a user's query, which is displayed right there on the search results page without the users having to click through to a specific result (Majorly works with How-to articles). No Click Sessions. Search sessions in which no result was clicked. No Search Sessions. Sessions in which a user didn’t run any search. Search Conversions. All searches with clicks are "search conversions". Search Conversion Rate. The ratio of the number of conversions to the number of either All Searches or Unique Searches. Search Sessions. The sum of sessions in which at least one search was performed. Searches with Results. Searches with results refer to the list that is created in response to a search query. Searches with No Click. Search queries where results were shown up on the search client, but users haven’t probably found the results relevant. Searches with No Result. Searches for which no result is produced. SearchUnify Case ID. Unique case ID in a Salesforce org. Sessions. A session is a group of interactions between a user and your website, community, or another platform that takes place during a specified period. Sessions with Unsuccessful Searches. This counts the number of sessions where at least one unsuccessful search was recorded. Both Searches with No Result and Searches with No Click are Unsuccessful Searches. Successful Searches (Clicks). List of searched queries which returned at least one result and at least one of the results is clicked Support Sessions. Sessions in which at least there was at least one visit to the page defined in the Support Page URL. Total Searches. The total number of times search was used on your website or community. Total Sessions. Total number of sessions Unique Searches. The total number of times your website or community search was used, excluding facet selection/deselection, pagination. Unique Unsuccessful Searches. The number of search queries for which either nothing was found or no result was clicked in at least one search.

Article Linkage Report

Problem Statement

Resolution

Suggested Topics

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

Multiple transactions for the same session in session tracking details report Search Analytics • • Saurabh Jain

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

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

Download full year Analytics Report Search Analytics • • madhuri.tripathi

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Same keyword found in "Successful Searches" and "Searches with No Result" report
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Filters in "Session Tracking Details" to Generate Reports with Particular Session Data
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Admin is unable to identify users in "Searches With No Result" report
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Download full year Analytics Report
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Multiple Searches for a single keyword/query in a single user sessions
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Search Analytics • • madhuri.tripathi

Search Analytics - Short Definitions
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