Federated Search by Search Phrase

Report on the search phrases that are used in the portals. Report whether each search phrase matches content in the knowledge base and federated sources, or if the search phrase represents a gap. Report which source is most useful to answer each query. 

The report uses a Portal parameter set and can be filtered by session type (for example, agent or customer). The report breaks down the data by search phrase.

The report may be found under the following path: Reports > Knowledge Reports > Search Optimization > {interval}. It appears under the Daily, Weekly and Monthly interval folders.

The report is based on the Search Effectiveness model and includes the following columns:

Search Phrase

The search terms that were used. If the user clicked on a search suggestion, then this shows the search terms that they had entered prior to clicking on the suggestion. Since the report is not sliced by portal, session type or interval, there will be a single row in the report for each search phrase. The metrics in that row will be an aggregation of the search phrase’s usage across every portal, session type and interval that is in-scope of the report.

Searches

The number of times that a search was performed during sessions that began in the interval.
Each search will inherently be performed against the KB (looking for articles in the portal). In parallel, there will also be a search of web and intranet content if the portal is configured to federate such content. If so, then the parallel KB, web and/or intranet searches will be counted as a single search by this metric.

Tip: Sort the report by this column (in descending order) to see a ranked list of the most used search phrases.

% Successful KB Searches

Of the searches performed during sessions that began in the interval, the proportion that returned at least one knowledge base article.

Tip: Apply a threshold on this column (such as: equals 0) and select the Show Only Exceptions option to focus on searches that are gaps in the knowledge base. Compare this metric to the % Successful Web Searches and % Successful Intranet Searches metrics, to identify gaps in the knowledge base that are not gaps in the federated content. 

Avg KB Hits

The average number of knowledge base articles returned by each successful search during sessions that began in the interval.

Avg KB Clicks

The average number of knowledge base article views resulting from each successful search during sessions that began in the interval. 

Tip: If this falls below 1 when there were successful searches, then some of those searches must have resulted in no views.

% Successful Web Searches

Of the web searches performed during sessions that began in the interval, the proportion that returned at least one item of web content.

Avg Web Hits

The average number of content items returned by each successful web search during sessions that began in the interval.

Avg Web Clicks

The average number of content item views resulting from each successful web search during sessions that began in the interval. 

Tip: If this falls below 1 when there were successful searches, then some of those searches must have resulted in no views.

% Successful Intranet Searches

Of the intranet searches performed during sessions that began in the interval, the proportion that returned at least one item of intranet content.

Avg Intranet Hits

The average number of content items returned by each successful intranet search during sessions that began in the interval.

Avg Intranet Clicks

The average number of content item views resulting from each successful intranet search during sessions that began in the interval.

Tip: If this falls below 1 when there were successful searches, then some of those searches must have resulted in no views.

% KB Clicks

Of the search results that were viewed during sessions that began in the interval, the proportion that were knowledge base articles.

Tip: Compare this metric to the % Web Clicks and % Intranet Clicks to evaluate if the Knowledge Base is able to support the majority of user questions, or if the federated content is still needed for the majority of questions.

% Web Clicks

Of the search results that were viewed during sessions that began in the interval, the proportion that were web content items.

% Intranet Clicks

Of the search results that were viewed during sessions that began in the interval, the proportion that were intranet content items.