Session Analytics Overview

The Session Analytics Overview report in Search Analytics > Conversions measures case deflection on both the main search page and the support page.

• Stage 1 Case Deflection refers to the case deflection that occurs on the search page.

• Stage 2 Case Deflection refers to the case deflection that occurs on the support page.

Stage 1 Case Deflection

Stage 1 Case Deflection occurs during a session when a user: 

• Searches at least once, clicks a result, and never visits the support page. This is called Stage 1 Deflection from Search.

• Visits a page defined in the Direct Pageviews and never visits the support page. This is called Stage 1 Deflection from Direct Pageviews.

• Reads an answer generated by SearchUnifyGPT™ and never visits the support page or searches at least once, clicks a result, and never visits the support page. This is called Stage 1 Case Deflection from Search and SearchUnifyGPT™.

• Performs the activities defined as True Case Deflection.

Stage 2 Case Deflection

Stage 2 Case Deflection is said to have happened during a session when a user lands on the support page, finds a useful article through search on the support page, and does not create a case.

• Stage 2 Case Deflection

Cumulative Case Deflection

Cumulative Case Deflection is the sum of stage 1 case deflection and stage 2 case deflection divided by the total session. The metric gives you a comprehensive status of self-service on your platform.

• Cumulative Case Deflection

Key Terms Used in Case Deflection Reports

• Answer Generated Sessions is the number of sessions in which SearchUnifyGPT™ generated an answer.

• C / CS in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the total number of user sessions where a user performs a search, finds the needed information, and resolves their issue without subsequently visiting a support page or creating a support ticket.

• Click Sessions is the total number of sessions in which user click on at least one search result.

• CSG is the count of user sessions where a user utilizes traditional search and the SearchUnifyGPT™ AI assistant to successfully resolve their issue, without subsequently visiting a support page or creating a support ticket.

• Stage 1 Case Deflection from Direct Pageviews happens when a user visits at least page defined in the Direct Pageviews, never searches, and never visits the support page.

• Exit is the total number of sessions ended. It is always equal to Total Sessions.

• H in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the total number of times users initiate a search.

• Implicit Deflection Rate (IDR) is the ratio of Implicit Deflection Volume to Total Search Sessions or Relevant Total Interactions. The IDR displays the effectiveness of self-service in deflecting support cases.

• Implicit Deflection Volume (IDV) is total number of sessions where users successfully resolve their issues through self-service without contacting support. The IDV captures deflections from various channels.

• IDVG is the Implicit Deflection Volume attributed to user resolutions achieved through interactions with the SearchUnifyGPT AI assistant.

• IDVS is the Implicit Deflection Volume attributed to user resolutions achieved through traditional search functionality.

• IDVSG is the Implicit Deflection Volume is attributed to user resolutions achieved by leveraging both traditional search and the SearchUnifyGPT AI assistant.

• N in Stage 1 Case Deflection from Search and SearchUnifyGPT™ is the count of user sessions where a user directly lands on a content page, finds the answer to their query on that page, and then exits the site without performing a search or navigating to a support contact page.

• No Answer Generated is the total number of sessions in which no answer is generated by SearchUnifyGPT™.

• No Click Sessions is the total number of sessions in which the user never clicks on a search result.

• No Search Session is the total number of sessions in which the user never runs a search.

• PV: Direct Page View

• Read Answer Sessions is the total number of sessions in which at least one answer generated by SearchUnifyGPT™ was read.

• Search Sessions is the total number of sessions in which a at least one search is performed.

• Session is a period of activity by a user on a search client. A session starts when a user lands on the platform where the SearchUnify search client is installed and ends when the user stop interacting for a specified period of time. In the default state, the period is 60 minutes.

• Support Sessions is the total number of sessions in which the user visits the support page.

• Total Sessions is the sum of all user sessions started in a given period on selected search clients.

• Unread Answers Sessions is the total number of sessions in which no answer generated by SearchUnifyGPT™.

• Zero Search Sessions is the total number of user sessions in which no search is performed.