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 very top of the window.
The application (Knowledge base or Knowledge base widget) and date (last 7 days, last month, and custom date) can be filtered at the top of the search analytics sections.
Search analytics data can take up to 15 minutes to reflect in the Knowledge base portal.
1. Search analysis
There are four metrics shown in the Search analysis as tiles and graph:
- Total search (purple line): The number of searches users perform on the selected project workspace in the Knowledge base site
- Successful search (green line): The searches that returned at least one result
- No result searches (red line): The total number of searches that did not produce any result
- Bounced (yellow line): The searches that returned results, but the user did not click on any of the results
Try to maintain the "No result" searches as low as possible compared to the "Successful" searches to ensure your readers are finding the right content when they perform a Knowledge base site search.
Click on the keys at the chart's top to view each piece of data.
For example, If you want to view the graph for "No results" alone, click on the key.
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
- Failed refers to the searches that returned no results
3. Search and No result found list
The most searched keywords appear here. The following information is available
- Search keyword
- Search count
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" (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.
No search feedback
The "No search results" feedback data is available only in the New Document360.
To view the no search feedback page,
- Use the toggle at the top-right to switch to the "New Document360" User Interface (UI)
- Go to Content tools > Documentation > Feedback manager > No search results feedback
- 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."
Frequently Asked Questions (FAQ)
1. What is Search Analytics in Document360?
Search Analytics is a feature that provides insights into the effectiveness of reader searches made within your knowledge base. It allows you to track metrics on search trends, and identify popular keywords and those that yield no results.
2. How do I access the Search Analytics page in Document360?
To access the Search Analytics page from the Knowledge Base portal, click the "Analytics" menu in the left navigation, and select "Search."
3. What data is available on the Search Analytics page?
The Search Analytics page presents a graph displaying Total Searches, Successful Searches, No Result Searches, and Bounced Searches. Additionally, it features a "Search Success Rate" pie chart showing the ratio of successful searches to failed searches.
4. How can Search Analytics help me identify gaps in documentation?
You can review the list of "No Results Found" search terms, highlighting topics users are searching for but not finding results. This information helps pinpoint areas where documentation may be lacking or unclear.
5. Can I export the Search Analytics data for further analysis?
You can export the data presented on the Search Analytics page as a CSV file. This allows for in-depth analysis and sharing of insights with your team.
6. How does understanding popular search terms benefit my knowledge base?
Identifying frequently searched keywords helps you tailor your content to meet user needs. You can create or enhance documentation around these terms, improving the user experience and ensuring users find the information they seek efficiently.
What is meant by bounced search?
"Bounced search" refers to a situation where search results are displayed to the user, but they do not click on any of the results. This term is used to describe such instances.