To analyze the performance of your Help, you can use three great tools:
- AgentBot Reports: use the filters to analyze Help information, just access Analytics and filter by channels.
- SEO: it is possible to incorporate SEO (Search Engine Optimization) to improve the positioning of the website in search engines. The Help configuration is hidden by encryption to prevent the HTML code of the web page from being visible.
- Google Analytics: From Google Analytics, you can access additional information about the use of HELP. This will allow you to know where users are browsing, the articles they are visiting, the feedbacks received and if any site did not find results. It is a collaborative tool to the statistics already offered by the platform.
On the other hand, regarding the session metrics in Help, you should keep in mind that each session is an article that is displayed.
A session ends after 5 minutes of inactivity. A session starts when:
- The article is clicked.
- You enter directly from a link.
- The article is accessed from the search bar.
A session will be considered as started from the search bar, if the search is made and enter is pressed on one of the options, if the article is not opened it is not counted as a session. A session can have infinite searches and clicks on suggested articles, but if you choose to open the article in another window or tab, it will be counted as a new session.