User search analyzer

Gain insights into user search queries and results provided by Now Assist.

The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search.

The indicators on the User search analyzer dashboard page provide the following insights. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.

• Search queries that yielded Knowledge Base articles and catalog items as Genius Result.
• Distribution of search queries by the source that they originated from, for example, Now Assist in Virtual Agent, Service Portal.
• List of the most common queries that did or didn’t yield genius results.

User search analyzer indicators

• Queries with Genius Results

  This area of the dashboard total number of search queries that had a Genius Result returned by Now Assist.

  Note: A query can have more than one genius result.

• Genius Result Engagement

  This area of the dashboard shows the number of genius results returned by Now Assist that covers the interactions like "Ask a follow up" or "Show full answer", and clicking on citations within the result card.

• Genius Result response time

  This area of the dashboard shows the average response time taken for a Genius Result to load.

• Genius Result to chat handoff

  This area of the dashboard shows the number of times users clicked the Ask a follow-up button within the synthesized Genius Result.

• Genius Results citation engagement

  This area of the dashboard shows the number of interactions with citations within Genius Result returned by Now Assist.

• Feedback (Thumbs up)

  This area of the dashboard shows the count for positive feedback for Genius Result returned by Now Assist.

• Feedback (Thumbs down)

  This area of the dashboard shows the count for negative feedback for Genius Result returned by Now Assist.

• Genius Results with Knowledge Base

  This area of the dashboard shows the number of search queries where Now Assist returned Knowledge Base articles as Genius Result for the users to review.

• Genius Results with Catalog Item

  This area of the dashboard shows the number of search queries where Now Assist returned catalog items as Genius Result for the users to review.

• Top 10 queries with Knowledge Base Genius Result

  This area of the dashboard shows the top ten search queries where Now Assist returned Knowledge Base as Genius Result, with respective query count.

• Top 10 queries with Catalog Item Genius Result

  This area of the dashboard shows the top ten search queries where Now Assist returned catalog items as Genius Result, with respective query count.

Parent Topic:Using Now Assist Analytics