Search analytics

Search analytics allows you to view metrics on searches, users, and no-result searches and identify keywords that are often searched or do not return results. This information helps determine gaps in documentation and popular search terms.

Accessing Search analytics

From the Knowledge base portal, go to Analytics () > Search.

The analytics information can be filtered by project workspace and language using the dropdown at the top of the window.
The application (Knowledge base or Knowledge base widget) and date (last week, last month, and custom date) can be filtered at the top of the search analytics sections.

KB Widget JWT Authentication for Search Analytics
Use the dropdown in the top right section to select between knowledge base and widget analytics. The JWT tag denotes widgets with JWT authentication. Select the JWT widget to track and analyze user interactions and engagement of Search analytics within private and mixed projects secured by JWT authentication.

NOTE

Search analytics data can take up to 15 minutes to reflect in the Knowledge base portal.

The following sections are available.
1. Search analysis
2. Search success rate
3. Search and No result found list

1. Search analysis

There are four metrics shown in the Search analysis as tiles and graphs:

1. Total search (purple line): The number of searches users perform on the selected project workspace in the Knowledge base site.

2. Successful search (green line): The searches that returned at least one result.

3. No result searches (red line): The total number of searches that did not produce any result.

4. Bounced (yellow line): The searches that returned results, but the user did not click on any of the results.

NOTE

Try to maintain the No result searches as low as possible compared to the Successful searches by constantly reviewing and updating your articles to ensure your readers are finding the right content when they perform a Knowledge base site search.

2. Search success rate

The Search success rate pie chart distinguishes successful and unsuccessful results. The total number of searches is available in the middle of the chart.

• Successful refers to the searches that returned results. This also includes the bounced searches.

• Failed refers to the searches that returned no results.

3. Search and No result found list

Searches

• The most searched keywords appear here. The following information is available

  • Search keyword

  • Search count

  • Views

  • Reads

  • Bounced

• Click on the Export CSV button at the top of the list to export the data as a CSV (.csv) file.

• Click the Download () icon at the top right to download the last set of files exported.

No Result Searches

The keywords searched by readers that didn’t return any results appear here. You can find the Search keyword and Search count (which can be sorted).

Knowledge base site view

This is how your reader would view the search terms that do not return any results.

The reader can provide their feedback similar to the Article feedback on their recent search term. They can provide their email (optional) and choose to be notified of any change.

Back at the portal, as a team account, you can view the terms the users have searched for that have not brought up any results. The number of times the term has been searched is also available in this section.

NOTE

The No search results feedback data is available only in the New Document360.

To view the no search feedback page,

1. Use the toggle at the top-right to switch to the New Document360 User Interface (UI).

2. Go to Documentation > Content tools > Feedback manager > No search results feedback.

3. You can view the feedback you received on the no-result terms.

You can also find other information, such as the feedback provider email, and other managing attributes you see in the regular Feedback Manager, such as Assign feedback, Status, and Discussions & history.

FAQs