Metrics on the Self Help Analytics Dashboard

The Self Help Analytics Dashboard has the following five tabs:

Note:
The Dashboard includes analytics for both the Old and New Self Help experiences. To access the Self Help Analytics, see Self Help Analytics - New Guidance Dashboard.

Overview
Successful and unsuccessful search terms
QuickRead
Feedback
Old vs New Self Help

Note:
Expand the following accordions to know more about each Dashboard.

Overview

The Overview dashboard shows the overall end-user engagement with Self Help. It includes metrics such as the number of times end users opened Self Help, the number of Self Help queries served on a daily basis, the number of times end users accessed content from Self Help, and more.

The following table shows the metrics available on the Overview Dashboard:

Metric	Description	Event Group	Events Included	Event Filters	User Filters
Combined Metrics:
Self Help shown	The metric displays the total number of times the Self Help widget was shown to users in the given time period. This combined insight is for both old and new Self Help.	Self Help shown	Clicks on Self Help (New) icon of Pin Clicks on Explorer icon within the Pin on roll over Self Help Opened	Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Self Help Opened	The metric displays the total number of times users have opened the Self Help widget in the given time period. This combined insight is for both old and new Self Help.	Self Help Opened	Clicks on Self Help (New) icon of Pin Clicks on Explorer icon within the Pin on roll over Self Help Opened	Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized




Self Help engaged	The metric displays the total number of times users have engaged with content (click, successfully searched, successful Quickread response) in Self Help widget within the given time period. This combined insight is for both old and new Self Help.	Click on content within Explorer	Clicks on Self Help (New) icon of Pin Clicks on Explorer icon within the Pin on roll over Self Help Opened	Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Self Help queries served per day	The graph illustrates the daily frequency of user queries being served by Self Help and QuickRead over the given time period. This combined insight is for both old and new Self Help.	Self Help queries served per day	Self Help Search QuickRead response Flow started IMAGE_START Video link clicked Article viewed Clicks on content within Explorer Self Help (New) Explorer Link opened in new format	Segment Name Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized




Old Self Help Metrics:
Old Self Help content click report	The table displays the total number of times the users clicked on content items in the old Self Help widget within the given time period.	Content consumed in Self Help	Flow started Pdf Viewed Link opened in new format Video link clicked Article viewed IMAGE_START	Content Title Segment Name Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Content consumption from QuickRead vs old Self Help	This chart shows the percentage of instances where end users consumed links from QuickRead sources compared to content within old Self Help within a given time period.	Quickread Links consumed	QuickRead links consumed	Segment Name Content Type EventType Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
New Self Help Metrics:
New Self Help content click report	The table displays the total number of times the users clicked on content items in the new Self Help widget within the given time period.	Click on content within Explorer	Flow started Pdf Viewed Link opened in new format Video link clicked Article viewed IMAGE_START	Content Title Segment Name Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Content Consumption from QuickRead vs new Self Help	This chart shows the percentage of instances where end users consumed links from QuickRead sources compared to content within new Self Help within a given time period.	Quickread Links consumed Content consumed from Self Help	QuickRead links consumed Flow started Clicks on content within Explorer Pdf Viewed Link opened in new format Video link clicked Article viewed IMAGE_START	Segment Name Content Type EventType Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized

Info:
To know more about Event Groups, Event Filters, and User Filters, see the following articles:
Event Grouping
Event Filters
User Filters

Successful and unsuccessful search terms

The Successful and Unsuccessful Search tab on the Dashboard displays the percentage of successful and unsuccessful searches. It also lists search terms that returned results in Self Help and those that did not.

The following table shows the metrics available on the Successful and Unsuccessful Search Dashboard:

Metric	Description	Event Group	Events Included	Event Filters	User Filters
Combined Metrics:
Old and new Self Help unsuccessful search feedback report	Displays a table showing a breakdown of feedback for unsuccessful search experience. This insight is for both the Old and New Self Help experiences.	—	Self help search feedback	Search term Comments Date Email	Device Location URL/IP User Variables Uncategorized
Old Self Help Metrics:
Old Self Help search breakdown	This chart shows the breakdown of successful and unsuccessful search results delivered by old Self Help excluding QuickRead within the given time period.	—	Self Help Search	Search Term Segment Name Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Old Self Help successful search terms	Displays the search terms and the number of times successful search results are provided in the Old Self Help, excluding QuickRead.	—	Self Help Search	Search Results Search Term Event Trigger Location Segment Name device_browser_version	Device Location URL/IP User Variables Uncategorized
Old Self Help unsuccessful search terms	Displays the search terms and the number of times unsuccessful search results are provided in the Old Self Help, excluding QuickRead.	—	Self Help Search	Search Results Search Term Event Trigger Location Segment Name device_browser_version	Device Location URL/IP User Variables Uncategorized
New Self Help Metrics:
New Self Help search breakdown	A breakdown of total successful and unsuccessful search results from new Self Help, excluding Quick Read.	—	Self Help Search	Search Results Search Term Event Trigger Location Segment Name device_browser_version	Device Location URL/IP User Variables Uncategorized
New Self Help content consumed from search	The report shows content consumed (such as links clicked) from new Self Help.	Self Help (New) Explorer	—	Search success Event Trigger Location Segment Name Page url device_browser_version Search time Search term Search type Filters	Device Location URL/IP User Variables Uncategorized
New Self Help successful search report	The report shows search terms and total instances of successful search results delivered by new Self Help, excluding Quick Read.	Self Help (New) Explorer	—	Search success Event Trigger Location Segment Name Page url device_browser_version Search time Search term Search type Filters	Device Location URL/IP User Variables Uncategorized
New Self Help unsuccessful search report	The report shows search terms and total instances of unsuccessful search results delivered by new Self Help, excluding Quick Read.	Self Help (New) Explorer	—	Search success Event Trigger Location Segment Name Page url device_browser_version Search time Search term Search type Filters	Device Location URL/IP User Variables Uncategorized

Info:
To know more about Event Groups, Event Filters, and User Filters, see the following articles:
Event Grouping
Event Filters
User Filters

QuickRead

The QuickRead tab on the Dashboard displays the QuickRead analytics.

The following table shows the metrics available on the QuickRead Dashboard:

Metric	Description	Event Group	Events Included	Event Filters	User Filters
Combined Metrics:
Old and New Self Help QuickRead feedback	The chart displays the percentage of successful QuickRead responses compared to instances where no QuickRead response was provided by both old & new Self Help widget within the given time period as applicable.	QuickRead feedback	QuickRead feedback QuickRead Feedback	Feedback option Segment Name Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Old Self Help Metrics:
Old Self Help QuickRead success rate	The chart displays the percentage of successful QuickRead responses compared to instances where no QuickRead response was provided by the old Self Help widget within the given time period.	QuickRead response	—	Event Trigger Location device_browser_version Search term Response success Segment Name Event trigger page url Query Type	Device Location URL/IP User Variables Uncategorized
Old Self Help QuickRead response report	This table displays a report with a breakdown of QuickRead responses shown for end user queries along with other details provided by the old Self Help within the given time period.	QuickRead response	—	Event Trigger Location device_browser_version Search term Response success Segment Name Event trigger page url Query Type	Device Location URL/IP User Variables Uncategorized
New Self Help Metrics:
New Self Help QuickRead success rate	The chart displays the percentage of successful QuickRead responses compared to instances where no QuickRead response was provided by the new Self Help widget within the given time period.	QuickRead response	—	Segment Name device_browser_version Event Trigger Location Search term Response success Event trigger page url Response success	Device Location URL/IP User Variables Uncategorized
New Self Help QuickRead response report	This table displays a report of successful QuickRead responses generated for the end user queries for the new Self Help within the given time period.	QuickRead response	—	Segment Name device_browser_version Event Trigger Location Search term Response success Event trigger page url Response success	Device Location URL/IP User Variables Uncategorized
New Self Help QuickRead feedback for inaccurate responses	The table displays the feedback given by end users for inaccurate QuickRead responses for the new Self Help within the given time period.	QuickRead response	—	Segment Name device_browser_version Event Trigger Location Search term Response success Event trigger page url Response success	Device Location URL/IP User Variables Uncategorized

Info:
To know more about Event Groups, Event Filters, and User Filters, see the following articles:
Event Grouping
Event Filters
User Filters

Feedback

The Feedback tab on the Dashboard displays the feedback given by end users when they can’t find what they’re looking for on Self Help (Search feedback) and the feedback given by end users regarding the content on Self Help (End-user feedback).

The following table shows the metrics available on the Feedback Dashboard:

Metric	Description	Event Group	Event Filters	User Filters
End-user feedback	Displays the feedback given by end users on the content on Self Help. This insight is for both Old and New Self Help.	Self help end user feedback	Description Attachment Url Sender Category Date Segment Has Attachments	Device Location URL/IP User Variables Uncategorized

Metric

Description

Event Group

Event Filters

User Filters

End-user feedback

Displays the feedback given by end users on the content on Self Help. This insight is for both Old and New Self Help.

Self help end user feedback

Description
Attachment
Url
Sender
Category
Date
Segment
Has Attachments

Device
Location
URL/IP
User
Variables
Uncategorized

Note:
To filter end-user feedback captured from a specific page, use the following steps:
Go to the Feedback section.
Click the Menu icon.
Click Filter.

Click Event Filters.
Select Self help end user feedback.

Select Url.
Select the URLs and click Apply.
Feedback for the selected page(s) or URL(s) appears. A single user might submit feedback multiple times on a page or across different pages, so the results show all feedback and do not represent unique views.

Info:
To know more about Event Groups, Event Filters, and User Filters, see the following articles:
Event Grouping
Event Filters
User Filters

Old vs New Self Help

The Old vs New Self Help Dashboard displays the overall end-user engagement with both the Old and New Self Help. It includes metrics such as the number of times end users opened Self Help, the number of Self Help queries served on a daily basis, the number of times end users accessed content from Self Help, and more.

The following table shows the metrics available on the Old vs New Self Help Dashboard:

Metric	Description	Event Group	Events Included	Event Filters	User Filters
Old and New Self Help opened by unique users per day	Displays the total number of unique users opening the Old and New Self Help experiences daily, providing a comparison of end-user engagement for both.	New Self Help opened	Clicks on Self Help (New) icon of Pin Clicks on Explorer icon within the Pin on roll over	Page url Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Old and New Self Help opened by unique users per day		Old Self Help opened	Self Help Opened	Segment Name Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Old and New Self Help searches by unique users per day	Displays the total number of unique users searching in the Old and New Self Help experiences daily, providing a comparison of end-user engagement for both.	New Self Help searches	Self Help (New) Explorer	Search term Search type Segment Name Search success Filters Page url Search time Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
Old and New Self Help searches by unique users per day		Old Self Help searches	Self Help Search	Segment Name Search Results Event Type Event Trigger Location device_browser_version Search Term	Device Location URL/IP User Variables Uncategorized
Old and New Self Help content consumed by unique users per day	Displays the total number of unique users consuming content in the Old and New Self Help experiences daily, providing a comparison of end-user engagement for both.	Old Self Help content consumed	Pdf Viewed Article Viewed Flow started Link opened in new format Video link clicked IMAGE_START	Content Title Segment Name Event Type Event Trigger Location device_browser_version	Device Location URL/IP User Variables Uncategorized
		New Self Help content consumed	Clicks on content within Explorer	Search term Segment Name Content Title Content level Event Type Event Trigger Location device_browser_version Content type Search Type	Device Location URL/IP User Variables Uncategorized

Info:
To know more about Event Groups, Event Filters, and User Filters, see the following articles:
Event Grouping
Event Filters
User Filters

Note:
By default, only data from the Production stage is shown. If you want to get data from other stages, you need to configure them on your Whatfix Dashboard. For more information, see Get Analytics Data across CLM Stages. Once you’ve configured the stages in Settings, see How do I get analytics data across CLM stages in the New Guidance Analytics Dashboard experience? to know how to get the data across stages in the new experience.