Configure pattern elements for Self-Service Analytics
Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions.
Before you begin
Configure activity contexts for Self-Service Analytics.
Role required: sn_ssa_core.self_service_manager
About this task
By default, the system includes pattern elements for analyzing activity patterns within Knowledge, Catalog, Communities, or Virtual Agent self-service channels. These pattern elements are available with the Self-Service Analytics for Customer Service plugin [com.snc.pa.self_service_analytics_csm].
Procedure
Navigate to All > Self-Service Analytics > Configuration > Pattern Element.
In the Pattern Elements list, modify an existing pattern element or click New to create another pattern element.
On the Pattern Element form, fill in the fields.
| Field | Description |
|---|---|
| Name | Name to identify the pattern element. |
| Activity Type | Activity type you want to associate with the pattern element. |
| Application | Scope of the application that contains the user entity. This field is automatically set based on the application scope selected in the application picker. |
| Occurrence | Frequency with which an activity should occur. An activity occurrence is one of the following types:- Once: An activity must have occurred only once. For example, an article was marked with positive feedback only once. - Optionally Once: An activity might not have occurred, but if it has, then it has occurred only once. For example, either no catalog request was created or only one was created. - Optionally Many: An activity might not have occurred but if it has, then it has occurred multiple times. For example, either no catalog request has been created or multiple requests have been created. - At Least Once: An activity has occurred at least once. For example, a community blog was viewed one or more times. - Range: An activity has occurred as many times as is specified in a range. You specify a range using the Minimum and Maximum fields. For example, if you specify a range of 2 to 4 Virtual Agent interactions, only 2, 3, or 4 interactions can have occurred. |
| Minimum | Minimum occurrence of an activity. This field appears only when Range is selected from the Occurrence list. |
| Maximum | Maximum occurrence of an activity. This field appears only when Range is selected from the Occurrence list. |
Submit or update the pattern element.
- Click Submit if you created a new pattern element.
- Click Update if you modified an existing pattern element.
What to do next
Configure pattern element groups for Self-Service Analytics.
Parent Topic:Configure Self-Service Analytics