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Page Views vs Conversions

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Saurabh Jain last edited by Saurabh Jain

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

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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.
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Unable to view Customer self service journey analytics for few profiles
Search Analytics • • Saurabh Jain

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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.
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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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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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.
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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.
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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.

Page Views vs Conversions

Question

Answer:

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