The Reports & Analytics menu is used to generate statistical reports in Tableau or Excel format using Self Help project data by running extraction profiles.

Purpose of statistical reports
Reports help you analyze and closely monitor the use of Self Help projects for a given period in order to optimize them. For example:

• Understand how to optimize a Self Help project through a detailed analysis of the usage frequency of procedures.
• Understand how to optimize the keywords associated with procedures and searches suggested by the virtual agent based on the analysis of user searches and the results returned by the virtual agent.

Operating principle

• Extraction profiles are created. These contain a set of criteria for extracting Self Help project data.
  • The domains and Self Help projects to be included within the extraction scope
  • The type of data to be included in the report, e.g. procedure instance data, search history, etc.
  • The variables to be extracted
  • The language of the data to be extracted The language of the report

• Statistical reports are generated when one of the configured extraction profiles is run.
  • The data extracted is based on the criteria in the selected extraction profile.
  • The extraction can be performed immediately, delayed or scheduled.
  • Reports can be generated in Excel or Tableau format.
  • They can be sent by email to the relevant users.

• Depending on the method used to generate reports, users may be able to view and analyze data:
  • In an Excel file containing several sheets.  See Description of the Excel statistic extraction file
  • In a dashboard in Tableau format.  See Description of dashboards

Notes

• You can define several extraction profiles, each with different extraction criteria.
• Users must have the appropriate access rights to access the domains and Self Help projects on the administration server in order to create extraction profiles.
  • Server administrators can only access data on the servers they are authorized to manage.
  • Domain administrators can only access data from their domains.
  • Writers can only access data from the domains where they have read access rights.
• Procedures run in test mode in the Desktop Studio are not taken into account.
• Emails sent to recipients always contain a link for downloading statistical reports.
  • Users can download reports in the Online Studio provided they have read access to the analyzed domains.
  • The file is automatically attached to the email to be sent if its size does not exceed 5 MB. This enables users to view reports even if they do not have the right to access the Online Studio.
• When you delete an extraction profile, this will not delete previously generated reports.

• Scheduled tasks:
  • You can view scheduled tasks by selecting Platform > Scheduler List (Note:  Only for server administrators). Once the tasks have been run, they will appear in the Extracts menu.
  • You can define several schedules for a given extraction profile with different criteria.
  • Each scheduling will create a different task.

• Domain administrators can view and delete the scheduled executions of their extraction profiles.
  • Scheduled extractions can be deleted only by their creator.
  • If a profile is scheduled for extraction, only the creator of the scheduled extraction can delete the profile.
  • If a profile is associated with multiple extractions scheduled by different creators, each creator must first delete their scheduled extraction before the profile can be deleted.

• Languages:
  • By default, data is extracted in the Online Studio content language.
  • By default, dashboard names (Tableau reports) and Excel column headers are in the interface language.
  • You can modify the default languages in the extraction profile.

Caution

• To modify the dashboard template, a monthly subscription to the Tableau software is required. The Tableau Reader software only enables you to view and manipulate reports.
      Download Tableau Reader

Best Practice

• Export metadata from a Self Help project to flag a batch of procedures that requires specific statistical analysis.
• Generate a Tableau report to evaluate Self Help projects quickly using KPIs in charts. See Description of dashboard templates
• Display report details to see if it is an immediate or scheduled extraction. The task name will contain the text immediate-exec if it is an immediate execution task.
• If you want to extract data on a regular basis, you should schedule the running of the extraction profile.  See the procedure
   

Optimize Self Help server performance

• If the volume of data to be extracted is large, you should run the immediate extraction task at a later time.
• Schedule the running of extraction profiles during periods where users do not need to access Self Help, i.e. at night or on weekends.

Menu access

• Extraction profiles: Online Studio > Reports & Analytics > Extraction Profiles

• Extracts: Online Studio > Reports & Analytics > Extracts

Screens description

Extraction profiles

General

Creation date: Creation date and time of the extraction profile.

Formats

Report format: Report format generated by the extraction profile which can be:

• An Excel file containing several sheets.  See Description of the Excel extraction file
• A dashboard in Tableau format.

Extraction template (Note: Only for Tableau reports): Name of the dashboard template used to generate the report.

Extraction level: Analysis level of the results returned during the extraction.

• By steps: Used to retrieve a record in each visible step of the user journey.
• By executions: Used to retrieve a record each time an entry point is run by the user.
• By detailed steps (debug): Debug format used by the Support team for retrieving additional records.

Filters

Data to be extracted: Types of data to be included in the report.

• If the Search Engine option is selected, data on executions will also be extracted.
• If the Executions option is selected, data on procedures will also be extracted.
• If the Search Engine or Executions option is selected, only procedures that have been run at least once will be extracted with the associated folders.
• If the Procedures option is the only one selected, all procedures and associated folders will be extracted.

Domain List / Project List: List of domains and Self Help projects in the extraction scope.

Variables

Variables to be extracted: Predefined or specific variables to be included in statistics.

Languages

Content language: Language for extracting translatable content. This displays Self Help project names, procedure titles and content.

Model language (Note: Only for Tableau reports): Language for displaying the dashboard template used to generate the report.

Planning

List of current scheduled extractions for the profile.

• Name: Profile name followed by the extraction name.
• Type: Type of data in the extraction.
• Owner: Creator of the extraction.
• Next Execution: Date on which the extraction will next be run.
   

• Hover over a task and click  to delete it (Note: Only available for the creator)
• Click one of the tasks to see the details of the extraction.
          
  • Run frequency in the form of a cron expression
  • Next execution date
  • Date the scheduled execution was enabled
  • End date of the scheduled execution
  • Click  to delete the task (Note: Only available for the creator).
     

Extracts

General

File name (Note: Only in the list of extraction reports): Name of the file generated during extraction.

• This can be an Excel file or Tableau report.
• The file name is made up of the extraction profile name and the execution date.

  example  MyProfile.20191029_14:40:57 ==> Report generated using the MyProfile extraction profile on 29/10/2019 at 14h40mn57sec

Profile name: Name of the extraction profile.

From / To: Period from which data is extracted.

Extract date: Creation date and time of the report.

Executor: User who ran the extraction profile.

Extraction profile

Type: Report format generated by the extraction profile which can be:

• An Excel file containing several sheets.  See Description of the Excel statistic extraction file
• A dashboard in Tableau format.

Extracted data: Types of data included in the report.

Extraction level: Analysis level of the results returned during the extraction.

• By steps: Used to retrieve a record in each visible step of the user journey.
• By executions: Used to retrieve a record each time an entry point is run by the user.
• By detailed steps (debug): Debug format used by the Support team for retrieving additional records.

Domains filter / Projects filter: List of domains and Self Help projects in the extraction scope.

Variables to be extracted: Predefined or specific variables to be included in statistics.

Extraction information

Content language: Language for extracting translatable content. This displays Self Help project names, procedure titles and content.

Model language (Note: Only for Tableau reports): Language for displaying the dashboard template used to generate the report.

Time for generating: Time required for generating the report in milliseconds.

Size: Size of the extraction report in bytes.

Job name: Name of the task associated with the executed extraction.

• For immediate execution tasks, the task name is made up of the name, immediate-exec followed by the execution date and time.

  example  immediate-exec.0628130350172 ==> Task run immediately and generated on 28/06 at 13h03mn50sec172ms

• For scheduled tasks, the task name is made up of the extraction profile name, the execution frequency and the scheduled start date.

  example

  • MyProfile.Daily.now ==> Task associated with the MyProfile extraction profile, scheduled daily after the first immediate execution.
  • MyProfile.Weekly.2019-10-29 ==> Task associated with the MyProfile extraction profile, scheduled weekly with a first execution on 29/10/2019.

Profile ID: ID of the extraction profile.

File ID: ID of the file generated during extraction.

Description of the Excel extraction file

      See the description

Procedures

How to create an extraction profile

Step 1: Create a new extraction profile

1. Select Reports & Analytics > Extraction Profiles in the Online Studio menu.

2. Click + New profile.
The properties window of the profile will appear.

3. Enter the information in the General step.

4. Click Next.
 

Step 2: Enter the criteria for the extraction profile

1. Select the types of data to be extracted.

• If you select the Search Engine option, the Executions and Procedures options will automatically be selected. You cannot unselect them.
• If you select the Executions option, the Procedures option will automatically be selected. You cannot unselect it.

2. Select the domain and Self Help projects from which data should be extracted.

3. (optional) Click Add to specify the variables to be extracted.

4. Click Next.
 

 Step 3: Specify the dashboard template and content language

1. Click  to select the language for extracting translatable content.

Note: This language is used to display Self Help project names, procedure titles and content.

2. (Note: Only for Tableau reports) Select the dashboard template used to generate the report.

• Click  to select the template language.
  All templates in this language will be available.

• Select the dashboard template you want.

3. Click Save.

The extraction profile will be created.

How to execute an extraction profile immediately

Step 1: Select the extraction profile you want

1. Select Reports & Analytics > Extraction Profiles in the Online Studio menu.

2. Select the extraction profile for immediate execution.

The details on the extraction profile will appear in the right pane.
 

Step 2: Execute the extraction profile

1. Click  (Execute) in the top banner.

The screen displaying report execution options will appear.
        

2. Specify the extraction period.

3. (optional) Tick Execution delay if you want to run the report at a later date or time.

Note: By default, the report will be run immediately.

4. (optional) Select the Send mail after execution box to send the report generated by the extraction profile to a recipient. Next, specify the email address.
The email will contain a link for downloading the report.

5. Click Yes.

How to schedule an extraction profile

Step 1: Select the extraction profile you want

1. Select Reports & Analytics > Extraction Profiles in the Online Studio menu.

2. Select the extraction profile to be scheduled.
 

Step 2: Schedule the extraction profile

1. Click  ( Schedule ) in the top banner.

The screen displaying report execution options will appear.
        

2. Enter a name for the new scheduled task.
Note: The name must be unique. By default, it is made up of the extraction profile name, the execution frequency and the word, now.

2. Select the execution frequency.

• Daily, Weekly, Monthly:
  • Specify the scheduled start date using the calendar or manually in the following format, DD/MM/YYYY.

• Custom:
  • Specify the scheduled start date using the calendar or manually in the following format, DD/MM/YYYY.
  • Specify the start and end dates.

3. (optional) Select the Send mail after execution box to send the report generated by the extraction profile to a recipient. Next, specify the email address.
The email will contain a link for downloading the report.

4. Click Schedule.