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).

Unable to view Customer self service journey analytics for few profiles

S

Saurabh Jain last edited by Arshi

Problem Statement

Customer self service journey analytics is unable to capture customer queries and clicked search results for few community user profiles?

Environment Production

Reported product version C'20

Resolved in version C'20

Module Search Analytics

Solution

To record customer queries and clicks, Community profiles must have read and write permissions to the field - "SearchUnify session ID" under the case object.
Reply Quote 1
1 Reply Last reply

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

0
Replies

114
Views

Suggested Topics

S

Capture user email ID in Session Tracking Details report
Created • Last Reply Last reply • Saurabh Jain

Search Analytics analytics sessiontracking email tracking

0

0
Votes

0
Replies

27
Views

S

Question: When does SearchUnify capture the email id of users in the 'Session Tracking Details' report? Environment Production Reported product version M'21 Resolved in version M'21 Module Search Analytics Answer: In an ideal scenario, the Session Tracking Details report captures the email ID of logged-in users who run a search in Community, Support, or Knowledge Portal. However, there can be a few conflicting scenarios, as discussed below - If a user performs a search from a given email ID and immediately logs in again with a different email ID on the same machine, then the session tracking details report will only capture the email ID using which he/she logged in first unless the session expires which is after 60 minutes (default) or the time limit set by the admin. This scenario is typical for admins who share multiple login credentials. SearchUnify will only capture the first email ID for all user sessions on the same machine unless the session expires, after which, it will take into account the email ID with which a user is currently logging in. In another scenario where a non-logged-in user who is performing the search, later logs into the community, then this email ID with which he/she logs in, will be captured in the session tracking details report even for the search sessions which he/she performed as a non-logged-in user.
M

Irrelevant Search Results for similarly spelled search queries.
Created • Last Reply Last reply • madhuri.tripathi

Search Clients search clients searchclients searches search results search query

0

0
Votes

0
Replies

113
Views

M

Problem Statement Search results include similarly spelled words to the search queries, that are not relevant. Description Search Results are showing results that are different in meaning but similarly spelled. As an example, when the search query is 'Community', results including words "communication" and "communicating" are also shown. Environment Reported product version Mamba '20 Resolved in version Mamba'20 Category Search Client Resolution This happens sometimes because of Over Stemming at the time of search results retrieval. Stemming is a technique where words are reduced to their roots, for example - fishing, fisher, fished will be stemmed to the root word - fish, and will get the same results. In these scenarios, exceptions are added to the stemmer algorithms, we are in the process of allowing that via admin tool. Thus, admin will have control over such configurations. This is added to our Roadmap and it will be fixed very soon.
M

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

Search Analytics analytics reports timezone

0

0
Votes

0
Replies

111
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

Display Search Client specific search results and facets
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients searches search results facets

0

0
Votes

0
Replies

110
Views

S

Problem Statement How to limit the search results and the facet values specifically for a search client? Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Module Search Client Resolution To filter out an entire set of documents from search results without deleting them from a content source, there's an option Create Formula under the Search Client configurations. Follow the below steps to limit the search results for a search client: Navigate to Search Clients in the Admin panel and click on Edit icon for a Search client. Navigate to Content Source tab. Select the Content Type and Click Create Formula. Drag and drop the Content field for which you want to restrict the search results. Enable the Regex Toggle and add the Regex Filter Expression to filter the results. Please refer to this article for more details. Please follow the below steps to Exclude values from facets for a Search client: Navigate to Search Clients in the Admin panel and click on Edit icon for a Search client. Navigate to Content Source tab. Once a Content type is selected as facet, it will show an Exclude option to remove certain facet values. Click Exclude. Enter the Facet values (separated by commas) that you want to exclude, and click Save. Note: Don't put a space between a facet value and a comma. Please refer to this article for more details.
M

"Successful Successive Searches" in Search Analytics
Created • Last Reply Last reply • madhuri.tripathi

Search Analytics analytics searches

0

0
Votes

0
Replies

113
Views

M

Problem Statement Understanding the concept of "successful successive searches" in Search Analytics Environment Production Reported product version Mamba'20 Resolved in version Mamba'20 Category Search Analytics Solution: Search queries where results were shown up on the search client, but users probably didn’t find the results relevant. Hence the results for these queries were not clicked. In such cases, it is advisable to look back at the documents/searched results produced for the searched queries and generate more helpful content around the same queries. This would significantly improve the search experience of the users. Successive Searches with clicks: This is another report which helps to understand the user journey and find the queries which were converted. These successive searches could be made by the users as an alternative to ‘searches with no clicks’ and in these successive searches, users could have found a useful document. This report suggests Admin to boost the same clicked documents for the unsuccessful search queries that users had performed.
S

Add hyperlinks for each search result in a SU Search Client
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients searches search results

0

0
Votes

0
Replies

47
Views

S

Question How can I configure a Search Client to enable and disable hyperlinks URL for each search result? Environment Production Reported product version C'20 Resolved in version C'20 Module Search Client Answer Hyperlinks are redirect URLs that are embedded with each Search Results. This is configurable field and can be enabled/disabled within SU admin panel In order to add/remove the hyperlinks on search results for a given content source please follow the below steps 1 Go to search client tab and edit search client. 2 In search client go to "content source" tab and edit the content source in which you want to add hyperlink. 3 Check/Uncheck the "Search URL" within metadata to enable or disable hyperlinks for search results.

Unable to view Customer self service journey analytics for few profiles

Problem Statement

Solution

Suggested Topics

Capture user email ID in Session Tracking Details report
Created • Last Reply Last reply • Saurabh Jain

Search Analytics analytics sessiontracking email tracking

Irrelevant Search Results for similarly spelled search queries.
Created • Last Reply Last reply • madhuri.tripathi

Search Clients search clients searchclients searches search results search query

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

Search Analytics analytics reports timezone

Display Search Client specific search results and facets
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients searches search results facets

"Successful Successive Searches" in Search Analytics
Created • Last Reply Last reply • madhuri.tripathi

Search Analytics analytics searches

Add hyperlinks for each search result in a SU Search Client
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients searches search results

Unable to view Customer self service journey analytics for few profiles

Problem Statement

Solution

Suggested Topics

Capture user email ID in Session Tracking Details report Created • Last Reply Last reply • Saurabh Jain Search Analytics analytics sessiontracking email tracking

Irrelevant Search Results for similarly spelled search queries. Created • Last Reply Last reply • madhuri.tripathi Search Clients search clients searchclients searches search results search query

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

Display Search Client specific search results and facets Created • Last Reply Last reply • Saurabh Jain Search Clients search clients searchclients searches search results facets

"Successful Successive Searches" in Search Analytics Created • Last Reply Last reply • madhuri.tripathi Search Analytics analytics searches

Add hyperlinks for each search result in a SU Search Client Created • Last Reply Last reply • Saurabh Jain Search Clients search clients searchclients searches search results

Capture user email ID in Session Tracking Details report
Created • Last Reply Last reply • Saurabh Jain

Search Analytics analytics sessiontracking email tracking

Irrelevant Search Results for similarly spelled search queries.
Created • Last Reply Last reply • madhuri.tripathi

Search Clients search clients searchclients searches search results search query

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

Search Analytics analytics reports timezone

Display Search Client specific search results and facets
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients searches search results facets

"Successful Successive Searches" in Search Analytics
Created • Last Reply Last reply • madhuri.tripathi

Search Analytics analytics searches

Add hyperlinks for each search result in a SU Search Client
Created • Last Reply Last reply • Saurabh Jain

Search Clients search clients searchclients searches search results