Content Gap Analysis
Tiles
Unique Unsuccessful Searches
The number of search queries for which either nothing was found or no result was clicked in at least one search.
EXAMPLE.
“Threads” is searched 10 times. Three times the results were found and a result was clicked. Four times the result was found but not clicked. Three times no result was found (because of filter use) and no click was made. In this scenario, Searches with No Click = 7, Searches with No Result = 3, and Unsuccessful Searches = 7.
Searches with No Clicks
The sum of searches in which a user does not click on any of the results.
Searches with no results
Searches for which no result is produced. The Searches with No Result report carries context now. Instead of simply listing the keywords for which no documents were found, the report will provide details, such as whether any filters were in use and what search operators were employed. Based on this information, admins can select the best course of action to plug content gaps: Create new articles or educate users about advanced search.
A search can be no-result for multiple reasons:
- Documents with the search keywords do not exist in your data repositories.
- The user does not have the permission to see documents.
- Your search client is not connected with the content source where the documents are stored.
Session 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.
Daily Average Unsuccessful Searches
It is the average of Unsuccessful Searches over the selected Date Range.
EXAMPLE.
If the Date Range is from 2020-01-10 to 2020-02-09, then
Daily Average Searches with No Click
It is the average of Searches with No Click over the selected Date Range.
Example.
If the Date Range is from 2020-01-10 to 2020-02-09, then
Daily Average Searches with No Result
It is the average of Searches with No Result over the selected Date Range.
Example.
If the Date Range is from 2020-01-10 to 2020-02-09, then
Daily Average Sessions with Unsuccessful Searches
It is the average of Sessions with Unsuccessful Searches over the selected Date Range.
Example.
If the Date Range is from 2020-01-10 to 2020-02-09, then
Other Reports in Content Gap Analysis
- Unsuccessful Searches. This graph shows searches with no results and no clicks in a selected time period. Helps to track keywords that do not generate any search result.
- Sessions with Unsuccessful Searches. This bar graph compares the number of unsuccessful sessions on a weekly basis.
- Searches with No Click. Lists queries for which users didn't click on any result.
- Searches with No Result. Lists queries for which users didn't find any result.
- High Conversion Results Not On Page One. Shows frequently-clicked results not on page one.
- Average Time on Documents. This report captures the average time spent on the documents by the users across sessions.
- KCS Report. Use this report to view how many articles have been created against a particular case subject.
- KCS Article Usage Analytics. View the most shared KCS articles.
Last updated: Tuesday, January 19, 2021
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