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 if you are new to SearchUnify. The newbies, who cannot relate to any category, might want to check out SearchUnify documentation on analytics to ascertain themselves what reports they need.
You can cherry-pick reports from a category. It's possible to, let's assume, check Community Managers and then remove a report or add a report.
Activate Search Analytics
- From the main navigation menu, click Search Clients and open a search client for editing.
- Navigate to Analytics Settings.
- Check the reports to turn them on. You can select the reports à la carte, check All or select one from Community Managers, Content Teams, and Support Teams if any of those categories defines your job profile.
- 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 be internally consistent with the other platforms you might be using. 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 otherwise 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:
- Click .
- Write a new name in the Custom Name column.
- Save the custom label.
Track Case Deflection with Analytics Properties
When a user cannot find an answer from the main search, they try to log a ticket. Most organizations have a separate page for accepting tickets. In the SearchUnify parlance, it is called the Case Creation Page.
SearchUnify can track deflection on a Case Deflection Page, if the page has been set up. To set up a page:
- Navigate to Analytics Properties.
- Enter the Case Creation Page URL in the Support Page URL.
- Toggle Show Stage 2 Deflection (Case Form Page) to the right and save your settings.
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.
- Enter any value between 1 and 60 in the Session Timeout field.
Map Session IDs with Emails
Each round of search activity is captured and stored in files called sessions. Each session has an ID. You can connect each ID with an email.
- Install the Email Tracking addon. The instructions are on Map User IDs with Emails
- Toggle Email Tracking Enabled to the right.
Track Internal and External User Activity
The exact definition of internal and external users is likely to vary by organization. However, generally speaking anyone with an email address ending in
@yourcompany.com is an internal user and everyone else is an external user. The support reps handling tickets in Salesforce are internal users and the customers logging those tickets are external users. You can go over their search data individuality: how employees use search and how customers use search.
- Toggle Internal / External Email Tracking Enabled to start gathering data.
Internal and external 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.
Last updated: Friday, September 25, 2020