Turn on Search Analytics

Analytics Settings features more than 30 reports, neatly divided into three categories for Community Managers, Content Teams, and Support Teams. Checking a category matching your job profile is the fastest way to set up analytics. Those, who cannot relate to any category, can check out SearchUnify documentation on analytics to ascertain the reports they need.

NOTE.

You can cherry-pick reports from a category. It's possible to, let's say, check Community Managers and then remove a report or add a report.

Activate Search Analytics

  1. Open a search client for editing and navigate to Analytics Settings.

  2. Check the reports to turn them on. You can select the reports à la carte. For illustration, the first two reports have been checked. Alternatively, you can check All or select one from Community Managers, Content Teams, and Support Teams if any of those categories defines your job profile.

  3. Scroll down and Save.

Change Report Labels

There are pros and cons to altering the default report labels.

A big advantage is flexibility which enables you to attain internal consistency with the other platforms you use. If everyone around you calls a content source a "data repository" or a "server", then you can ease their transition to SearchUnify by renaming Search Index by Content Source to "Search Index by Data Repository" or "Search Index by Server".

A downside of custom labels is the difficulty you might have searching the official docs, participating in the community, or communicating with the SearchUnify support team. But it can be overcome if you stick to using Report Names instead of Custom Names during your communication with SearchUnify.

Now to the real work. To change a report's label:

  1. Click .

  2. Write a new name in the Custom Name column. For illustration, Search Summary has been renamed to "Search Overview". Then, click Save.

Track Case Deflection with Analytics Properties

When a user cannot find an answer from main search, they try to log a ticket. Most organizations have a separate page for accepting tickets. In the SearchUnify parlance, such pages are called Case Creation Pages.

SearchUnify can track deflection on a Case Deflection Page, if the page has been set up. To set up a page:

  1. Navigate to Analytics Properties.
  2. Enter the Case Creation Page URL in Support Page URL. Then toggle Show Stage 2 Deflection (Case Form Page) to the right and Save your settings.

    3. NOTE.

    You can enter a regex pattern in the Support Page URL field if your organization hosts more than one Case Creation Page and case deflection on each of them needs to be tracked.

Decide When Sessions Expire

A default search session expires if a user stays idle for 60 minutes. The default value can be changed.

  1. Enter any value between 1 and 60 in the Session Timeout field.

Map Session IDs with Emails

Search activity is captured and stored in files called sessions. Each session has an ID. You can connect each ID with an email.

  1. Install the Email Tracking addon. The instructions are on Map User IDs with Emails
  2. Toggle Email Tracking Enabled to the right.

Track User Activity: Internal, External, and External Only

Admins can filter analytics based on four user types: Internal, External, External Only, and All.

Everyone logged in with an email address ending in your company's domain name (user@yourcompany.com) is an Internal user. All logged-out users and users logged in from external domains (user@not_your_company.com) are External users. An External Only user is someone who never logs in with your company's domain name during a session.

Presently, an external user may log in or an internal user may log out half-way through a session, so that some of the activities are performed by an internal user and the other activities are performed by an external user in the same session. Such sessions are called hybrid sessions.

When Internal is picked in Select User, then data from internal-only and hybrid sessions is pulled.

When External is picked in Select User, then data from external-only and hybrid sessions is pulled.

When External Only is picked in Select User, then data from external-only sessions. Hybrid sessions are excluded.

  1. Toggle Internal / External Email Tracking Enabled and then enter the domain which will distinguish internal users from external users in Domain Name. For illustration searchunify.com is used. Emails of type john@searchunify or jane@searchunify.com are considered internal users.

NOTE.

Internal, External, and External Only user activity can only be monitored on gated platforms. If your search client is on a website which is open to the entire world, then enabling this feature will have no impact whatsoever on the analytics data.

Filter Analytics Data for Custom Metrics: Track User Attribute

NOTE.

Track User Attribute works only for logged in users.

Each organization has its own list of metrics for tracking. The metrics can be anything. It can be a security groups, it can be a product, it can be a team, or it can be anything you desire.

Admins can now add and track custom user attributes in search sessions along with events like clicks, searches, page views, etc. and can use these attributes to filter the analytics in SearchUnify.

This feature can be used by editing your Search Client. In the Analytics Settings tab, click Analytics Properties and turn on the Track User Attribute toggle button.

A dialogue with two values—Label and Variable—will show up.

Enter values for the Label and Variable, then click Continue.

Label is a category name. It is used in the Search Analytics reports. You can pick one or more values in a label to filter analytics. In the next image, the label "Product" has three values: "SUVA", "EP", and "Knowbler." You can pick one or two of them. Alternatively, you can pick "All" to fetch data for each of the three values. "Empty" fetches those sessions where data isn't successfully captured or the variable value is different from each well-defined value.

The maximum length of a label is 60 characters. You can activate a label, deactivate a label, or edit it anytime. The changes are reflected in analytics reports immediately.

When a Label contains more than five values, a search box shows up on the analytics reports.

Last Selection is used to create a report with the previously picked Label values. Last Selection works independently for each report. It means that you can pick values X and Y for the Label A in "Search Report" and M and N for the label A in "Search Summary".

Variable is the part which does the hard work of capturing values for the label. A JavaScript developer can use the windows object to store values. Variable fetches those values and links them with Label. In the next image, the values captured by the function windows.product are linked with the Label "Product".

Capture Direct Page Views in Session Journey

NOTE.

For Direct Page Views to work, a tracking script has to be inserted in your platform. Please talk with your customer support representative before activating Direct Page Views.

A user can land on an article in several ways; by searching, by clicking on a bookmarked link, by opening an article shared over email, or by simply finding their way to an article from the trending list on home. Articles accessed through bookmarks and other means, but not through search, are known as Directly Viewed Articles. SearchUnify offers a way to measure Stage One and Cumulative Case Deflection for these articles.

To start, go to Search Clients > Edit > Analytics Settings > Analytics Properties and activate Capture Direct Pageviews in Session Journey.

Next turn on Show Stage 2 (Case Form Page) Deflection and enter the Support Page URL in the field above.

Check Cumulative and Stage 1 in Add Direct Pageview counts to Case Deflection Formula.

Finally, define the URL of your articles. The definition includes <SF_community_address/article/{{URL Field}}. A quicker way to fill the field is to simply use ./article.

Direct Article views influence only Stage 1 Case Deflection. There is no impact on Stage Two Case Deflection and the report behaves identically, irrespective of whether Direct Article views are turned on or not.

Another change, when Direct PageView is turned on, is in the Stage One and Cumulative Deflection tabs.

All sessions in which a user searched and clicked on a result or accessed a Direct View article and didn't visit support are considered Stage 1 Case Deflection with Direct PageViews. Only two scenarios are possible.

Another difference between Stage One Case Deflection and Stage One Case Deflection with Direct PageViews is the denominator used in the equation used to calculate deflection. In the first, the denominator is Search Sessions but in the second the denominator is Total Sessions. Although the symbol used to represent them is the same, .

In this diagram, Total Sessions is 31, Click Sessions with No Support Visit is 5, and Direct Article Views with No Support Visit is 1. Therefore,

Direct PageViews impact Cumulative Case Deflection as well where all the deflections in Stage 1 with Direct Article Views and Stage 2 are summed and divided by the Total Sessions.