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Unable to view Customer self service journey analytics for few profiles

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Saurabh Jain last edited by sumit.aggarwal

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

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Question "Why Search Analytics data exports have grown larger after Mamba' 20 release, without much change in search traffic on the search clients"? Environment Reported product version Mamba '20 Resolved in version Mamba'20 Module Analytics Answer Previously (before Mamba 20 release), each downloaded report in Search Analytics could contain upto 100 rows only, irrespective of the filter settings—Date Range, Select User, and Select Search Client. That limit has now been raised and the complete data set available in the Search Analytics can be exported now."
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"Successful Successive Searches" in Search Analytics
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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.
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Download full year Analytics Report
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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.
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.
Search Analytics - Short Definitions
Search Analytics • cheatsheet search analytic definitions • • 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.
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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.
"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.
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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.

Unable to view Customer self service journey analytics for few profiles

Problem Statement

Solution

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