Overview

Tiles

All 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 give an exact estimate of the number of times users visited your website and for an activity or transaction.

All Sessions shows the entire number of such interactions. It is used as a measure of the amount of traffic a website gets.

You can determine the time frame of a user session. For example, 30 minutes or 1 hour. If a visitor stops doing any activity on your website for longer than your time frame, then that session ends.

Search Sessions

The sum of sessions in which at least one search was performed.

Clicks

The total number of results opened across all your search results pages in all sessions. It helps you to accurately determine the effectiveness of site search and the resources in your data repository. It can happen that a user makes multiple clicks on a search results page.

Cases Logged

The total number of cases created on the support page where a search client is installed. It can happen that a user ends up logging more than a case in a session.

Total Searches

The total number of times search was used on your website or community. It is a measure of total search volume on a search client.

Searches with Result

Searches with results refer to the list that is created in response to a search query. These are the searches for which at least one result is produced.

Searches with No Results

Searches for which no result is produced. 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.

Unique Searches

The total number of times your website or community search was used, excluding facet selection/deselection, pagination. It doesn't count auto suggestion.

Search Summary

The graph illustrates trends in the searches made in the last five-week period (default) or the period select in Date Range. It captures six metrics: 

  • All Searches
  • All Searches with Results (Searches that produced results)
  • All Searches with Clicks (All Searches Conversions)
  • Unique Searches
  • Unique Searches with Results (Searches that produced results)
  • Unique Searches with Clicks (Unique Searches Conversions)

Using this report, you can track the search results performance on a regular basis.

Each point on the line sums the data for the previous week. The highlighted points have the data for the week starting on 2019-10-07 and ending on 2019-10-13.

Search Conversions

All searches with clicks are "search conversions". A search conversion either occurs or does not occur. There is no middle way. If an end user searches but does not click on any result, then there is no conversion. But if a user clicks—independent of whether the user clicks on one result or all 10—then it is a conversion.

Examples.

An end user looks up "salesforce" and clicks on the results ranked one, two, and four. In such a scenario, but .

 

An end user searches "today's cases" and clicks on the top result. In such a scenario, and .

 

An end user queries "case ID 10231232" and doesn't click on any result. In this scenario, and .

The Search Conversion Rate or Click-Through Rate is the ratio of the number of conversions to the number of either All Searches or Unique Searches. In All Searches, each instance of checking a filter or navigating to a new page is considered a separate search, but the Unique Searches count doesn't increase until a user either refreshes the page or changes the search query.

 

Example.

An end user looks up "salesforce", applies the filter "Documentation" and goes to the search results page 2. In this scenario, and .

 

An end user looks up "salesforce" applies the filter "Documentation" and goes to the search results page 2. Then the user searches "salesforce search client" and applies the filter "Blogs." In this case, and .

As the following equations show, the Conversion Rates for All Searches and Unique Searches are different: 

The search conversion rate tells us if the results being displayed are relevant to the users or not.

Search Report

This report guides us about all the search queries that are made by the end users on the search clients installed. It tells us about the number of users, sessions and searches made with the searched queries. It serves as a guide to the content management team of our clients about what end users are looking for. This report comes segregated in 4 sections:

  • All Searches. What all keywords are searched with their frequency
  • Successful Searches (Clicks). List of searched queries which returned at least one result and at least one of the results is clicked
  • Searches with No Click. Search queries where results were shown up on the search client, but users haven’t probably found the results relevant. Hence no result was clicked for these queries. In such cases, we recommend content mgmt. teams to look back at the documents/searched results produced for these searched queries and generate more content around the same. This would significantly improve the search experience of the users.
  • Searches with No Result. Search queries for which no result is produced. 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.

It doesn’t end there. For every query where no result was found, a detailed user journey is provided when you click session ID. This helps you to deep dive into the filters that were passed, the advanced criteria that was used, or the keywords that finally end up producing no result on the search page.

The user journey captures: the activity type and details (like text searches, page views, search queries etc.), time of the activity performed, facets and values selected, and what kind of advanced queries are used (like Exact phrase, without words etc.). Using these details, you can explore more about the reasons why such searches are not generating results.

Search Index by Content Source

It helps us visualize how much each content source contributes to your SearchUnify content indexing which in turn gives results on the search page. With all the content sources added to a search client, it gives the number of articles/documents/videos etc attached with the total disk size that is consumed. This tells the Admin about how much each content source is contributing.

Newly Added Content Sources

This time series bar chart shows the changes in number of documents added per content source over time (quarterly) as a series of bars. This chart is used to track how each content source is growing with time.

Top Rated Featured Results

This report is used to measure the performance of featured snippets. A featured snippet is 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).

It tells us how to properly monitor and measure the effectiveness of your targeting. How are the impressions? Is there an upward trend in you trying to target that snippet? This report will help us get answers from the users if they are finding the Featured Results articles useful or not.

Top Knowledge Graph Tiles

This report lists the most popular knowledge base articles. These are the search results/articles which get the most upvotes or downvotes. This can get the viewpoint of the end-users about the content titles that are clicked, and if they were found helpful or not. Content teams get to improve in the areas whichever need improvement.

Page Rating Feedback

Page Rating is actively collecting and storing feedback from your help center, knowledge base, or the pages wherever the feedbacks from an end user are collected.

Page Rating is a widget that displays a feedback question and collects reader responses. It is usually added to help center articles and knowledge base pages, where it produces the message “Was This Article Helpful?” The data on responses is collected through the Yes and No buttons and stored in a report also named Page Rating.

Case Creation Report

This is a Salesforce-specific report that captures the cases logged on your Salesforce community along with their IDs and titles. The report's six columns, running from left to right are:

  • # (). The sum of cases created is in parenthesis.
  • SearchUnify Case ID. Unique case ID.
  • Case Title. Subject of the case.
  • Session ID. Search session (SearchUnify) in which the case was created.
  • Email ID. Email address of the user who created the case.
  • User. Has two values: Internal (employees) or External (customers).
  • Date Time. Time when the case was created.

You can quickly find a case by looking it up by its SearchUnify Case ID, Case Title, Session ID, and Email ID — each of the four columns with a ICON in the header row are searchable.

Clicking on any row in the Session ID column opens a dialog detailing user activity during that section in two tables. The top table displays:

  • Session ID. The ID of the search session.
  • Searches. Sum of searches in the session.
  • Clicks. Sum of clicks on the search results page in the session.
  • Support Visit. true suggests the user landed on Support Page and false that user didn't.
  • Cases Logged. Sum of tickets created in that session.

In the second table are three columns:

  •  Activity Type. List of user actions. It can be Text Searched (keyword), Visited Support (landing on support page), Click Search Result.
  • Activity Details. For Text Search, the corresponding row presents the keyword searched. For other activities, a link to the page visited.
  • Time. The time of activity.

Last updatedTuesday, June 23, 2020