Analytics

Overview

Expert offers robust analytics and reporting capabilities. Expert has a number of pre-made reports for data on various aspects of the site and how users are interacting with it, and custom reports can be automatically generated. Further, analytics data is available through the API. 

Typically, we'll cover two reports during a demo - Page Views and Search Insights. Both cab be found on the Dashboard and Customer Experience reports. These reports take a few seconds to load, so it's usually best to set them up before the demo starts. 

Page Views Report

As it's title implies, this report covers all the page views on the site. Users can filter for dates, user types or group, portions of the site hierarchy, and articles types among other options. 

This report includes the total and unique page views, time users spend on a page and the scroll rate. 

The Page Views report is a good place to point out the human-readable URLs - as they make it very easy to understand where a page is within the site hierarchy. 

A final good use of this report - it can be used to identify not only what the most popular pages are, but also the least popular. If pages aren't getting views, it could be because of an issue - maybe they're hard to find, maybe the permission settings aren't correct, or maybe the content needs to be improved or updated. 

Search Insights

The Search Insights report covers what users are searching for, and what articles they click on after they've searched. A search query with a low Avg Click rate could indicate that users are having an issue the site content doesn't address or another issue. 

Users may filter this data based on dates, user types or groups, and channels. 

We frequently use the example of Moen, a facet manufacturer, when demoing this report. Moen found users were often trying to fix a leaky faucet, but were not clicking on articles. When the issue was investigated, they found they had plenty of content covering how to fix leaky cartridges, which is the the proper lexicon industry jargon. However, their DIY homeowner users were not familiar with that term, and thus did not understand it was the same thing. This lead Moen to make some changes to their content to help users find solutions to what they were searching for.