The following reports are available.
You can review the following information:
Note: Because individual users may belong to multiple groups, aggregated counts may not match individual user counts.
|User Inactivity||Review Experience Analytics user accounts that have not been used during the focus period. This report is useful for identifying accounts that are no longer in use. For example, using the User Login event, you can identify the users who have failed to log in during the selected focus period.|
|Usage Metrics Summary||This report summarizes Experience Analytics use by group for a predefined set of metrics over the focus period.|
|Usage Metrics by User||This report summarizes usage statistics by individual users over the focus period.|
|User Searches||This report indicates the searches conducted by user groups over the focus period.|
|Searches with Results||This report displays the basic User Searches report with data constrained to only those searches that returned a non-zero number of results.|
|Sessions Returned||This report identifies the number of sessions returned via search by user group over the focus period.|
|Sessions Replayed||This report indicates the number of sessions replayed from sessions returned by search for
each user group over the focus period.
|Searches without Results||This report displays the basic User Searches report with data constrained to only those searches that returned zero results.|
|Search Effectiveness||This metric computes the effectiveness of user-initiated searches. Search effectiveness is
computed as number of sessions returned per search.
For example, Search Effectiveness can be used to measure how well a customer service representative is specifying searches. If the CSR has a low Search Effectiveness rating, additional training might help the individual to return searches with a positive number of sessions.
|Search Efficiency||This report enables monitoring of how efficient users are in returning a manageable number
of sessions in each search. Efficiency is calculated as the inverse of the average number of
sessions returned per search.
A smaller number of returned sessions yields a higher efficiency rating in finding sessions, which is a useful metric particularly for customer service representatives. For example, if a CSR is able to execute a search that returns one session, then that individual has been efficient in searching. However, if that individual subsequently returns 100 sessions per search, his or her efficiency rating should drop, which may correlate to a longer time to resolve the customer issue and an impact on customer satisfaction.
|Replay Use||This report displays the number of replays executed by each user group over the focus period.|