Self Service Usage

This report shows monthly or daily usage of Self-Service. There are several types of self-service session that are recognized and counted appropriately:

  1. Self-Service: Customer self-service sessions are the standard session type. Only active sessions are counted – the customer must have interacted with the portal in some way, such as by executing a search or viewing an article. If the home page loaded and was ignored, then the session will be deemed inactive and will not be counted.
  2. Enterprise: These sessions are for internal users within the business who are assigned an Enterprise license because they do not use the portal frequently enough to warrant a full Knowledge Agent license. Like self-service sessions, only active sessions are counted.  
  3. Widget: A widget can be embedded within a page on the website. Whenever that page loads, the widget can execute a search or return a popular articles list. The loading of the widget will cause a session to begin, but how that session is counted depends on how the customer responds. If they ignore the widget then the session is counted as a widget session. If they interact with it by clicking an article, then the session is reclassified as a Self-Service session. 
  4. Crawler: These are sessions that appear to be customer self-service sessions, except that the ‘user’ is recognized as a search engine crawler that is indexing the website. 
  5. Self-Service VA: These are sessions in which the ‘user’ is actually Virtual Assistant dipping into the knowledge base to access guided flows and stored responses in order to service a customer. These correspond to Virtual Assistant sessions (although there may be multiple self-service VA sessions to one Virtual Assistant session, as the VA may dip into knowledge multiple times). 

There are four versions of this report

  • Monthly by Department (using a Department parameter set).
  • Daily by Department (using a Department parameter set).
  • Monthly by Landing Portal (using a Portal parameter set).
  • Daily by Landing Portal (using a Portal parameter set).

The report may be found under the following path: Root > Reports > Usage > {interval}.

The report includes the following columns:

Department

Department versions of the report only. The department to which the sessions that took place are associated. This is the department to which the portal used for the session belongs.

Landing Portal

Portal versions of the report only. The portal in which the session began.

SelfService Active Sessions

The total number of active Self Service Customer and Enterprise User sessions that began in the interval. Only sessions which have ended when the report is run are counted. Active Sessions are sessions in which the user actively interacted with the portal, excluding sessions where the portal loaded but was ignored. 

If a user interacts with the knowledge portal and also secure messaging portal capabilities in the same session then the session is only counted once but is considered to be a Self Service session rather than a Secure Messaging session.

SS Customer Active Sessions

The number of active Self Service Customer sessions that began in the interval. Only sessions which have ended when the report is run are counted. Active Sessions are sessions in which the user actively interacted with the portal, excluding sessions where the portal loaded but was ignored.

If a user interacts with the knowledge portal and also secure messaging portal capabilities in the same session then the session is only counted once but is considered to be a Self Service session rather than a Secure Messaging session.

Enterprise Active Sessions

The number of active Enterprise User sessions that began in the interval. Only sessions which have ended when the report is run are counted. Active Sessions are sessions in which the user actively interacted with the portal, excluding sessions where the portal loaded but was ignored

Widget Sessions

The number of Widget sessions that began during the interval. Only sessions which have ended when the report is run are counted.

Crawler Sessions

The number of Crawler sessions that began during the interval. Only sessions which have ended when the report is run are counted. These are sessions that result from search engines like Google crawling self-service content for web index/search. Any activity by an identified crawler bot will not be counted as a SelfService + AI session.

SelfService VA Sessions

The number of SelfService + AI sessions that began within the context of a Virtual Assistant session during the interval. Only sessions which have ended when the report is run are counted. These are not counted as SelfService + AI sessions because the 'parent' Virtual Assistant session is chargeable instead.