Query Statistics

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:  Choose 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 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.