Self Help - Description of a Statistic File

Contents

Caution
Definitions
Description of Excel sheets

Statistic files are generated using extraction profiles. These profiles are used to filter data retrieved from the Self Help server:

The data extraction scope defined using Self Help projects and domains.
The data to be included in reports such as procedure instance data, search history, etc.

Each statistic file appears in an Excel workbook containing six sheets.
Statistics file - Excel sheets.png

Caution

The Tableau Reader software enables you to view and manipulate reports free of charge.
However, to modify the report template, a monthly subscription to the Tableau software is required.

Definitions

Entry point: First executable procedure from which users start their user journey. As a general rule, the entry point is identical to the current procedure, except if users started by running a sub-procedure.

Execution: User journey from the Start step to the exit from the procedure.

UID: Unique ID of a Self Help project or procedure, irrespective of the published version.
Note:
- The UID is different from the ID that changes with each published version.
- In general, the UID is the ID of the first version.

Description of Excel sheets

executions sheet

This sheet displays information on the execution of entry points.
Depending on the selected analysis level, each row may correspond to one procedure or to one procedure step in the user journey.

Statistics file - Executions sheet.png

Column	Name of the column	Description
Columns A to P: Information on the step, procedure, Self Help project and domain related to the execution
A	Step ID	Step ID
B	Execution ID	ID of the execution
C	Step Order	Order in which the steps appear Note: This is used to sort the steps in order to retrace the user journey.
D; E	Page ID; Page name	ID/Name of the visible step
F to H	Entrypoint UID; Entypoint ID; Entrypoint name	Unique ID/ID/Name of the execution entry point
I to K	Procedure UID; Procedure ID; Procedure name	Unique ID/Version ID/Name of the procedure
L to N	Project Id; Project name; Project version	ID/Name/Version number of the Self Help project
O; P	Domain ID; Domain name	ID/Name of the domain
Columns Q, R and S: Information on the user related to the execution
Q	User Id	ID of the user
R	User name	First and last names of the user Note: This information is concatenated.
S	Groups	Groups to which the user belongs Note: Specify the groups using the following format: [GRP1, GRP2, etc.].
Columns T to W: Time-based information
T; U	Execution start time; Execution stop time	Start and end times of the execution
V; W	Page enter time; Page leave time	Start and end times the visible step was displayed
Columns X to AC
X	Post-Its	Number of comments made by users on the visible step
Y	End Type	Information on the type of exit from the execution: Closed: The procedure was unexpectedly closed, e.g. Web browser was closed. Ended: The procedure was followed in a normal way until the end (Stop step). Exited: The user exited the procedure by returning to the portal or by using the breadcrumb. Pausedeleted: The procedure was voluntarily closed while it was paused. Sessionclosed: The session was voluntarily closed although some procedures were still open. These procedures will be paused and closed 24 hours later.
Z	SearchUid	ID of the user's search that led to the execution Note: This is used to link to the searchEngine sheet.
AA	Feedback	Feedback provided in the satisfaction survey: Empty: No feedback Not empty: Feedback corresponding to the value in the form field, usually 0 or 1
AB	Channel	Mode for viewing the procedure: PORTAL: Procedures are viewed in the portal APICONTENT: Procedures are called via the Content API MSTEAMS: Procedures are viewed via MS Teams SERVICEBOTS: Procedures are viewed via a virtual agent AUTOMATIC: Procedures are viewed via the Portal API PREVIEW: Procedures are viewed in test mode to check their display DEBUG: Procedures are viewed in debug mode
AC	Agent	Virtual agent reference
Columns AD and others: Other information
	One column is created for each variable associated with the extraction profile, other than those already described.

procedures sheet

This sheet displays information on the procedures in Self Help projects and domains selected when the extraction profile was created.
Each row corresponds to one visible or invisible step of a procedure version.

Statistics file - Procedures sheet.png

Column	Name of the column	Description
Columns A to E: Information on the domain and Self Help project related to the procedure
A; B	Domain ID; Domain name	ID/Name of the domain
C to E	Project Id; Project name; Project version	ID/Name/Version number of the Self Help project
Columns F to I: Information on the procedure
F	Published	Publication status of the procedure: TRUE: The procedure is published FALSE: The procedure is not published
G to I	Procedure UID; Procedure ID; Procedure name	Unique ID/ID/Name of the procedure
Columns J to N: Information on the writing of the procedure
J	Creation date	Creation date of the procedure
K	Creation writer	First and last names of the writer who created the procedure Note: This information is concatenated.
L	Modification date	Last modification date of the procedure
M	Modification user	First and last names of the writer who last modified the procedure Note: This information is concatenated.
N	Entry point	Indicates if the procedure is an entry point and if it can be run by users: TRUE: The procedure is executable FALSE: The procedure is not executable
Columns O to Q: Information on the step
O; P	Page ID; Page name	ID/Name of the step
Q	Node type	Type of step: CALL: A sub-procedure is called. In this case, the value of column P Page name is empty. SWITCH: Page with Choices step TASK: Page step

folders sheet

This sheet displays information on the folders in Self Help projects and domains selected when the extraction profile was created.
This information is required for linking execution and writing information with different categories in the Self Help project.
Each row corresponds to one procedure version present in a folder or subfolder.
A procedure present in the Start subfolder of the Windows folder will appear twice for each Self Help project version. This is required for calculating indicators that can be grouped by category (level 0 folders) or by sub-category (level 1 folders), etc.

Statistics file - Folders sheet.png

Column	Name of the column	Description
Columns A and B: Information on the procedures in each folder and subfolder
A; B	Procedure UID; Procedure ID	Unique ID/ID of the procedure
Columns C to E: Information on the folder and subfolder
C; D	Folder ID; Folder name	ID/Name of the folder
E	depth	Hierarchy level of the folder 1: Level 1 folder 2, 3, etc. : Level 2 subfolder, level 3 subfolder, etc.

concurrents sheet

This sheet displays information on the access log.
Each row corresponds to one event, i.e. start or end of the execution.
This information can be used to adjust the license usage or to test server load capacity.

Statistics file - Concurrents sheet.png

Column	Name of the column		Description
A	Date		Date of the event, i.e. start or end of the execution
B	Count		Number of sessions opened for the event

searchEngine sheet

This sheet displays information on the use of the search engine on the Self Help customer portal.
Each row corresponds to one procedure returned by the search engine.
example The search returns results for ten different procedures ==> Ten rows will be displayed in the Excel sheet

Statistics file - Search engine sheet.png

Column	Name of the column	Description
A	RecordID	ID of the record Note: This is identical to the search.
B	SearchTimeMs	Time required for the search
C	DisplayTimeMs	Time required for displaying the results
D; E	BestRank; WorstRank	Rank awarded by the search engine based on the relevance of the result returned
F	VersionId	ID of the search engine
G; H	UserId; UserLogin	ID/Login of the user who ran the search
I	Locale	Language used for the search
J	Pattern	Value entered by the user in the search engine
K	DomainId	ID of the domain
L	SearchUid	Unique ID of the search Note: This is used to link the search to the execution in the executions sheet .
M	CreationDate	Date and time the search was run
N	CategoriesCount	Number of different categories returned by the search
O	SpellCheck	Search keywords once the NLP engine has made corrections to the spelling Note : The field is blank if no corrections were made.
P	SearchEngineCountResult	Number of results returned by the search tool
Q	DecisionCountResult	Number of results returned after analysis based on relevance
R	ResultType	Type of results returned: WELCOME: Welcome message MISUNDERSTANDING: No results found by the virtual agent REPHRASE: Several results found by the virtual agent BYE: Procedure at the end of the user journey TAGSEARCH: Search for a tag IDSEARCH: Run a procedure using its ID
S	Lemmas	List of significant terms in the user's query
T	Channel	Mode for viewing the procedure PORTAL: via the portal APICONTENT: via the Content API MSTEAMS: via MS Teams SERVICEBOTS: via a virtual agent AUTOMATIC: via the Portal API PREVIEW: via the text mode DEBUG: via the debug mode
U	Agent	Virtual agent reference
V	ScenariosCount	Number of different procedures returned by the search
W ; X	ScenarioUid; ScenarioId	Unique ID/Version ID of the procedure returned by the search engine
Y	ScenarioRank	Rank awarded to the procedure returned by the search engine

skipped sheet

This sheet displays the database records that were not included during extraction.
An error message describes the problem for each record.

Statistics file - Skipped sheet.png

Column	Name of the column	Description
Columns A to K: Information on the execution, Self Help project and domain related to the record
A	Execution ID	ID of the execution
B; C	Entrypoint ID; Entrypoint name	ID/Name of the execution entry point
D to F	Project Id; Project name; Project version	ID/Name/Version number of the Self Help project
G	Published	Publication status of the procedure: TRUE: The procedure is published FALSE: The procedure is not published
H; I	Domain ID; Domain name	ID/Name of the domain
Columns J and K: Information on the record
J	Date	Creation date of the record
K	Error message	Error message describing the problem

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Last modified by Unknown User on 2021/06/23 11:13

Created by Administrator XWiki on 2020/03/23 15:35