Federated Search Summary by Portal

Report on the overall success of each portal at returning knowledge and federated content via search. To what extent is federated content used over knowledge content?

The report uses a Portal parameter set and can be filtered by session type (for example, agent or customer). There are daily, weekly and monthly versions of the report which break down the data by portal and interval.

The report may be found under the following path: Reports > Knowledge Reports > Search Optimization > {interval}. 

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

Portal

The knowledge portal that was used to perform a search.

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 knowledge (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 knowledge, web and/or intranet searches will be counted as a single search by this metric.

% Successful KB Searches

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

% 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.

% 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.

% 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.