Self Help Analytics
- 02 Sep 2024
- 2 Minutes To Read
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Self Help Analytics
- Updated On 02 Sep 2024
- 2 Minutes To Read
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With Self Help Analytics, find 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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- 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, 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 displays the Queries Served by Day. Queries Served denotes the number of times content was clicked and viewed in Self Help.
Hover 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 provides the total number of queries that returned results and those that didn't. Each tab on the right lists all the unsuccessful as well as successful search terms on the respective tabs.
Unsuccessful search queries helps you identify what content needs to be added.
Successful search queries provides insights into 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?
- Total Searches shows the number of searches done by end users in Self Help. It does not include the number of times content was clicked and viewed in Self Help.
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 all suggestions or feedback from end users inside the Self Help when they search for something and get no results.
The following are the various end-user feedback fields you can see in Analytics:
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Segment: Name of the Self Help segment.
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Category: Category of the end-user feedback.
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URL: The domain URL of the application from which the feedback was given.
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Title: By default, this field value is n/a.
your title goes hereThis 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.
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Description: Description of the issue raised by the end user.
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Sender: Details of the end user.
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Date: Date when the feedback was given.
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Attachment: Contains screenshots provided by the end user.
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