Session Tracking Details

Session Tracking Details enables UsersClosedModeators, Admins, and Super Admin to view user activity on their search client. The activity 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 on the first in the list. Besides session start time and session end time, other activities monitored are

  • the total number of searches in a session (Searches)
  • the total number of clicks in a session (Clicks)
  • the total number of cases logged in a session (Cases Logged)
  • information on whether a user contacted support (Support Visit)
  • the start time (UTC) of a session (Start Time)
  • the end time (UTC) of a session (End Time)

Each activity has its own sortable column. As highlighted in Fig. 1, the rows can be rearranged by the number of searches; both in their increasing and decreasing order.

Fig. 1

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 four navigation tools.

Filters

Pull up relevant sessions by searching for an email address, session ID, or search query. The dropdown (Fig. 2) limits the scope of the search to the selected measure. To find sessions in which a particular query was searched, select All Text from the dropdown, enter your query in the search box, and click Enter. To find a session by its ID, select Session ID and run a search. Ditto with Email ID, which lets you discover the sessions linked to a particular email.

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

Fig 2.

Quick Filters

Behaving like a Microsoft Word macro, Quick Filters is a busy admin's best friend. It contains predefined set of complex filters which can be invoked with one click to refine the Search Tracking Details report. The five 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 Report

Cut the clutter with the four filters.

  1. To view No Search Sessions, check No in Searches. Or, check Yes to exclude No Search Sessions. Ditto with the other filters, which are: 
  2. Clicks, for which the options are All, Yes (only Click Sessions), and No (only No Click Sessions),
  3. Support Visit, for which the options are All, Yes (only the sessions in which support was contacted), and No (only the sessions in which support wasn't contacted), and
  4. Cases Logged; for which 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).

All Activities

Each session ID is clickable. A dialog opens when you click an identifier. In the default state, the dialog contains all user journey 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 All Activities. The selection affects report downloads as well, which means that if you have checked only Clicks in All Activities then the downloaded file will have only clicks data.

Besides these four filters, there are seven metrics in the report as well. They have been numbered 4 through 10 in the next image.

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 which 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 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 updatedFriday, November 27, 2020