Analytics - The Searches Tab
Explore and Understand How Users Search in Your Knowledge Base
Written by Amanda Helpjuice
Updated at September 22nd, 2025, by Amanda Helpjuice
Table of Contents
What is the Searches Tab? Why Are the Searches Analytics Important? How Do I Access This Section? Metrics Found in This Section Example: How to Interpret the Data Tables in This Section How to Filter the Data How to Export the Data Data DictionaryThe Searches Tab in Helpjuice Analytics gives you a detailed view of what users are searching for, how effective those searches are, and where the gaps are. This helps you improve your content to better meet user needs.
In this article, you’ll learn:
- What the Searches Tab shows and why it matters
- How to access, filter, and export search data
- What metrics are available and how to interpret them
What is the Searches Tab?
The Searches Tab provides data on all user search activity in your Knowledge Base, including searches that returned matches, those that didn’t, and how users interacted with the results. It helps you evaluate how well your content aligns with what users are looking for.
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?
- Open your Dashboard.
- Click on the Analytics icon.
- In the Analytics page, navigate to the Searches tab.
Metrics Found in This Section
| Metric | Definition |
|---|---|
| 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: How to Interpret the Data
-
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
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, which means they spent at least 10 seconds on the page.
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 to 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 to 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:
| Column | Description |
|---|---|
| id | The id of the search that was performed |
| query | The user's search terms submitted through the search bar |
| found_answer | Found answer is a "TRUE/FALSE" metric, which indicates if at least one result/match was found |
| created_at | The timestamp when the search was created |
| clicked | Indicates how many of the searches the user clicked on when there is at least one result |
| found_answers | The total results that were found |
| readings | When a user spends at least 10 seconds on that question |
| views | When a user accesses the question |
| ip |
The IP address of the user who performed the search
|
| user name | The name of the user who conducted the search (if available). |