What is the Searches Tab in the Analytics Section?

The Searches Analytics provides a comprehensive view of all user searches within your Knowledge Base. It helps you understand how users interact with your content by tracking how many searches successfully return relevant results and how many result in no clicks or no answers. This section is crucial for assessing the effectiveness of your Knowledge Base in addressing user needs.

Why Are the Searches Analytics Important?

Search analytics give you insight into how well your Knowledge Base answers user queries. By reviewing metrics such as found answers, bounced searches, and searches returning no results, you can identify content gaps and improve the overall effectiveness of your Knowledge Base. It allows you to enhance the user experience by creating articles that address common searches more accurately.

How Do I Access This Section?

1. Open your Dashboard.
2. Click on the Analytics icon.
3. In the Analytics page, navigate to the Searches tab.

Metrics Found in This Section

• Found Answers: Indicates whether a relevant result or match was found for a specific search (Yes/No metric).
• Bounced: Reflects users who either found no results or found results but didn’t click on them, signaling a lack of relevance.
• Searches Returned No Results/Failed Search Results: Tracks searches that returned zero results.

Example:

• If no articles are found:
  • Found Answer: No
  • Bounced: 1
  • Searches Returned No Results: 1
• If results are found but not clicked:
  • Found Answer: Yes
  • Bounced: 1

Tables in This Section

You can explore the following key data tables:

Keywords Table

• Keyword: the keyword used in the search.
• Searches: how many searches in this period using this word.
• Found Match: how many searches matched at least one article.
• Clicked: how many of the searches the user clicked on at least one result.
• Views: how many articles the user visited.
• Articles Read: how many articles the user read.

 

 

Searches Table

• When: the date and time of the search.
• Query: the query the user searched for.
• User/IP: the name of internal users, or the IP address of external users.
• Found Answer: Yes/No metric that indicates if at least one result/match was found.
• Articles Shown: how many articles matched the search.
• Articles Viewed: how many articles the user visited.
• Articles Read: how many articles the user read.

 

 

How Do I Filter the Data?

You can filter the search analytics by:

• Timeframe: Use the calendar to set a specific date range or choose from options like Last 7 Days, Last 30 Days, or All Time.
• Accessibility: Filter searches by Public Only, Internal Only, or Both Public & Internal.

How Do I Export the Data?

You can export the search analytics for further analysis in either .XLS or .CSV format. To do so, simply scroll to the bottom of the page and click on Export XLS or Export CSV, and the file will be automatically downloaded to your computer.

Data Dictionary

When exporting the .XLS or .CSV file, the following columns will appear to help you understand the exported data: