Session Tracking Details

The Session Tracking Details report enables Instance Managers (Moderators, Admins, and Super Admin) to view user activity on a search client. The activity is divided into sessions, each of which has a unique ID (Session Identifier). In the report, the sessions are arranged in chronological order; the latest being the first in the list. Besides session start time and session end time, other activities monitored are:

  • Email: The user email. The field can be blank on non-gated platforms and for external users. This field is optional. For details, go to Related.
  • Internal User: The user type which distinguishes employees and partners (internal users) from customers (external users).
  • Searches: The total number of searches in a session
  • Clicks: The total number of clicks in a session
  • Cases Logged: The total number of cases logged in a session
  • Support Visit: The field value is "Yes" when a user contacts support during a session
  • Start Time: The time (UTC) when a session kicks off
  • End Time: The time (UTC) when a session concludes

The last five activity columns (Searches, Clicks, Cases Logged, Support Visit, Start Time, and End Time) are sortable. As highlighted in Fig. 1, the rows can be rearranged by the number of searches; both in their increasing and decreasing order.

The number of sessions on a popular search client can quickly run into thousands. To make an admin console user’s job easier, SearchUnify provides two navigation tools: Search Box and Apply Filters.

Search Box

You can pull up relevant sessions from the search box in three ways:

  • All Text. The default option. It is to be used when you have a query and are interested in finding out the users or the sessions who have looked up that query. To use, write your query in the search box and click Enter. The report will pull up sessions in which the query was looked up.
  • Session ID. This option comes in handy when you have a session ID and are interested in viewing the user journey in that particular session. To use, select Session ID from the dropdown, write a session ID, and click Enter. The report will pull up the session.
  • Email ID. This option is to be used when you are interested in the sessions of a user. To use, select Email ID from the dropdown, write the user's email, and click Enter. The report will pull up all the sessions.

Search supports AND and OR operators, both are case sensitive.

Apply Filters

Apply Filters is a collection of four filters: (1) Quick Filters, (2) Filter by Activity Type, (3) Show Activity Type, and (4) Content Facets.

Quick Filters

Quick Filters is a busy admin's best friend. It contains predefined sets of complex filters which can be invoked with a click to refine the Search Tracking Details report. The most common scenarios are covered:

  1. Performed search, clicked a result, and visited support (Stage 1)
  2. Performed search, no click on results, and visited support (Stage 1)
  3. Viewed article directly and visited support (Stage 1)
  4. Performed search, clicked a result, and logged a case (Stage 2)
  5. Performed search, no click on results, logged a case (Stage 2)

Filter By Activity Type

Cut the clutter with the four filters.

  • Searches. To view No Search Sessions, check No in Searches. Or, check Yes to exclude No Search Sessions. Clicking all produces both Search Sessions and No Search Sessions.
  • Clicks. The options are All, Yes (limit to Click Sessions), and No (limit to No Click Sessions).
  • Support Visit. The options are All, Yes (only the sessions in which support was contacted), and No (only the sessions in which support wasn't contacted).
  • Cases Logged. The options are All, Yes (only those sessions in which a ticket was raised), and No (only those sessions in which a ticket was raised).

Show Activity Type

Each session ID is clickable. A dialog opens when you click an ID. In the default state, the dialog contains all user journey measures—explained in the session Key Measures—such as search queries and clicks. As an admin, you can customize the details in the dialog by checking the details you need in Show Activity Type. The selection affects report downloads as well, which means that if you have checked only Clicks in Show Activity Type then the downloaded file will have only clicks data. The available activity types are: 

  • All Activities
  • Viewed Page
  • Text Searched
  • Clicked Search Result
  • Visited Support
  • Case Deflection

Content Facets

NOTE. This feature works when a value forTrack Analytics column is checked in Search Clients > Edit > Content Sources .

For more information check Track Analytics

Data in a content source is usually organized into directories or categories. In Salesforce, the data is organized into Cases, Accounts, Record Types, and other categories. A second example can be of the SearchUnify Help Docs, where a different set of categories is used.

In Content F,acets you can view sessions in which a document from a content category was clicked. For example, you can view all the sessions in which users clicked at least one document from Community or all the sessions in which users clicked at least one document from KB Articles. In the next image, you can see categories: A, B, C, and D.

Select A and the report will produce all the sessions in which the documents stored in A were clicked.

Key Measures

Session Identifier

A session is a continuous period of user activity. To differentiate sessions from one another, each session is assigned an ID or Session Identifier.

Click the ID to open a dialog that lists all the tracking activities in Activity Type, a summary of those activities in Activity Detail, and when those activities occurred in Time. The third column, Page No, shows a number only when Activity Type is Text Searched or Text Searched (Support Page).

The fields in Activity Type can be controlled from All Activities (filter). If the activity was a search, then the detail will list the keyword. If the activity was a click, then the detail will have the URL of the clicked page.

NOTE.

Since the launch of Mamba 21, the searches on the global search page are gathered in Activity Type "Text Searched." Before it was called "Text Searched (Community Page).

Searches

It records the number of searches made in that particular session.

Clicks

It records the number of clicks on the produced results.

Cases Logged

Here you will find any cases that get logged during a session.

Support Visit

It answers if a user visited support during the active session.

Start Time

It records the time when the session started.

End Time

It records the time when the session ended.

Last updatedMonday, August 2, 2021

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