Self Help Analytics
- 04 Mar 2024
- 2 Minutes To Read
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Self Help Analytics
- Updated On 04 Mar 2024
- 2 Minutes To Read
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Article Summary
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With Self Help Analytics, you can find out the engagement of your end users with the Self Help on your application.
Use the following steps to access Self Help Analytics:
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On the Whatfix Guidance dashboard, click Guidance analytics.
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Click Self Help.
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You can choose to view the analytics data across different CLM stages.
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.
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- For any of the following reports, you can use the filter to narrow down your reporting to specific criteria. By default, the filter is set to display data for the last 3 months
- To see how you can filter your reports by domain, see Analytics Filters- Domain Filter.
Queries Served by Day
The Self Help analytics starts with displaying the Queries Served by Day. Place your cursor over each peak to view the maximum number of queries for that day. The graph shows trends over each day as users search for content in Self Help search.
Effectiveness of Flows Played from Self Help
The section displays the list of Self Help content, the type of content, and the number of views for the selected period of time.
Self Help Search Success
The section displays the total number of queries that returned results and the count of the terms that didn't get any search results. Each tab on the right lists all the unsuccessful as well as successful search terms on the respective tabs.
Unsuccessful search queries give you an idea of what content needs to be added.
Successful search queries tell you what's working and what terms you need to use in your content so that it is returned as a result. Successful Search terms can tell you how much you are saving because every successful search is one less support call.
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If you want to analyze and filter successful and unsuccessful search terms based on parameters such as country, browser, and more, see How to filter search terms in Self Help by country?
All the comments
The section displays all the suggestions or feedback made by the end users inside the Self Help when they search for something and get no results.
End-user feedback
The section displays the consolidated end-user feedback report provided by the end user from within the Self Help segment.
The following are the various end-user feedback fields you can see in Analytics:
- Segment: Name of the Self Help segment.
- Category: Category of the end-user feedback.
- URL: The domain URL of the application from which the feedback was given.
- Title: By default, this field value is n/a.your title goes here
This field is going to be deprecated in the near future. However, it shows historical data for the users who used end-user feedback in the beta stage.
- Description: Description of the issue raised by the end user.
- Sender: Details of the end user.
- Date: Date when the feedback was given.
- Attachment: Contains screenshots provided by the end user.
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