Self Help - Description of a Statistic File

Contents

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

They can be downloaded by writers or sent by email to a recipient in Excel format or in a Tableau report.

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 AB
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

Columns AC 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

project
Column Name of the column Description

Columns A to E: Information on the Self Help project, domain and procedure related to the step
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
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; O CategoriesCount; ScenariosCount Number of different categories or procedures returned by the search
P; Q ScenarioUid; ScenarioId Unique ID/Version ID of the procedure returned by the search engine
R 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

project
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
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 2020/03/30 14:33
Created by Administrator XWiki on 2020/03/23 15:35

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