Search Success by Search Phrase

Report on the search phrases that are used in the portals. To what extent do auto-suggestions provide the results that users are looking for and avert the need for a full search? 

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.

Search Phrase Volume

The number of times that a search phrase was used either to perform a search or to click on a search suggestion, during sessions that began in the interval. 

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

% Suggestion Clicks

Of the times that a search phrase was used during sessions that began in the interval, the proportion in which the user clicked on a search suggestion rather than performing a search. 

Search suggestions might be Semantic Suggestions (articles matched to the user's intent by AI) or Typeahead suggestions (articles matching the search phrase that the user has typed so far).

% Searches Run

Of the times that a search phrase was used during sessions that began in the interval, the proportion in which the user proceeded to perform a search rather than clicking on a search suggestion.

Searches

The number of times that a search was performed during sessions that began in the interval.

% Failed KB Searches

Of the searches performed during sessions that began in the interval, the proportion that returned no knowledge articles.

Tip: Apply a threshold on this column (such as: equals 100) and select the Show Only Exceptions option to focus on searches that are gaps in the knowledge base.  

% Successful KB Searches

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

Avg KB Clicks

The average number of knowledge 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.