The query logging feature records queries that have been
placed in the Simple Search field, the date and time at which each query
was made, and whether the query came from a customer or an Agent. The
query statistics report performs counts on those queries based on specified
criteria. To
access the query statistics reports, select Reports
| Metrics, then select Query
statistics from the Step1:
Select
Report Type drop-down in the main frame. A
Query Statistics report cannot be saved or autorun. Click
the GO button
when you are ready. This
displays the criteria options.
Options for the query statistics reports are as follows:
Date
Selection Section—Define
the date range for searching. The
current date's data is never available in the report. This
is because the data is not entered until the day is over.
Exact—Specify exact
dates to search on in the period specified. Enter
the date or dates to search on. Click
the calendar icon to display a searchable calendar.
On—Specify a particular
date (leave second date blank).
Note
When "on" a single date is chosen, and you are
reporting by month, the report contains Issues for the month that date
is in. If "on" a single date is chosen, and you are reporting
by week, the report contains Issues for the week the date is in.
Before—Issues that
were created/last edited before the date entered are returned (leave second
date blank).
After—Issues that
were created/edited after the date entered are returned (leave second
date blank).
Between—Returns Issues
created/last edited between the dates specified (use both date fields).
Relative—Searches by
relative date, allowing you to create a search or report that returns
Issues, for example, for the last month. Select
a number from the first drop-down (1-31) and select the period from the
second drop-down (Day,
Week,
Month,
or Year).
Range—Select this
to search by a particular time period, e.g., yesterday, last Sunday, etc.
Other
options—Define
other reporting criteria.
Queries
by—Process
queries from customers, Agents, or both customers and Agents.
Sort
and Count by—Sort
and count the queries according to keywords occurrences or according to
the entire line of the Simple Searches.
Ignore
words shorter than 4 characters for keyword sort—If
you chose to count and sort by keyword, choose Yes to leave words shorter
than 4 characters in length out of the sort or No to include words shorter
than 4 characters in the count.
Exclusion
List—The
exclusion list is a list of words that you can exclude from the report.
Ignore words in
the exclusion list—Select
Yes to leave words in the exclusion list out of the report. If
you select No, the words in the exclusion list are included in the report.
Review/Edit
Exclusion List—This
link enables you to enter words in the exclusion list or to review the
list. Administrators
can edit the list. Users
without administrator privileges cannot edit the list. To
edit the list, click the link, type the word in the box with just one
word permitted per line, and then click the GO
button.
When you finish selecting options, click there GO button to generate
the report.
Understanding the Query Report
Query statistics are intended to demonstrate which queries
are repeated frequently and, therefore, can be used as a basis for product
design. If
a question keeps coming up time and again, the query statistics will show
that repetition and, therefore, provide a pointer to a solution.
For example, if the query logs show that customers frequently
want to know the meaning of an acronym that is used as a label on the
GUI, you may want to use the full name in the GUI or use a more meaningful
name to eliminate the questions. Questions
that show Agents do not understand some function or other may require
a change to Agent training.
When you read the report, you should be aware that the
totals will differ depending on whether you count and sort by keyword
or by entire line. If
you count and sort by the entire line, then the number of queries processed
will equal the number of instances found. If
you count and sort by keyword, the number of queries processed will not
necessarily match the number of word instances found in those queries.