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Portal activity widgets and metrics

Parature provides portal activity tracking features in the customer, ticket and reports modules so you can gain better insight into your customers’ needs and experience. View the topics below to learn more about these features and how to use them. 

Listed below are the metrics that portal activity tracks:

  • Page Views
  • Article Views by Day
  • Searches
  • Service Requests
  • Tickets Submitted
  • Emails Submitted
  • Chat Requests
  • Ticket Deflections through Articles per Day
  • Total Portal Deflections

The portal metrics feature deploys session cookies on your behalf in order to collect and store behavioral data relating to users of your portals. Stored data includes IP addresses, browser’s user agent, and current and referring URL. The following session cookies will be deleted once the browser is closed.

newMetricsView

prevURLMetrics

VisitGUID

ArticlesVisited

Note: Portal activity respects the Do Not Track rule in all browsers.

 

Portal Activity Widget

The Portal Activity widget is displayed on tickets to help CSRs gain even more insight into the customer’s problems. The widget allows CSRs to gain instant access to everything the customer has searched for, viewed, and interacted with on your Support portal. The widget displays a history of the customer’s portal activity including articles viewed and searches performed. CSRs can view up to 180 days of portal activity for each customer. The widget displays:

  • Date
  • List of Articles Viewed
  • List of Search Terms
  • Number of comments
  • Number of Tickets submitted

Enable the Portal Activity widget on ticket details

  1. In the Setup tab, expand Ticket and click General Settings.
  2. Under the Portal Activity section, select the Show Portal Activity on Ticket Details check box to enable the widget.
  3. Click Save.

 

Customer Portal Activity

CSRs can view portal activity in customer profiles to receive a better context on support requests. Keep track of articles customers have viewed and files they have downloaded. Portal activity lists all views, searches, feedback, downloads, and escalations that is related to the customer or account. CSRs can view up to 180 days of portal activity for each customer.

To view Customer Portal activity, follow these instructions:

  1. In the Customer or Account module, select the appropriate customer or account.
  2. Click Portal Activity.

Portal Specific Metrics

Portal activity metrics will be available per visit and reports on all the different activities and entities customers can interact with during a visit. Create reports using portal activity metrics to gain valuable insight into what your customers are searching for, what they are viewing and why they are submitting tickets. Cross-cut this data by the types of tickets and customers to gain more insight into behavior and trends. Use deflection metrics to identify which articles are your most valuable or inversely, which aren’t leading to deflections and need attention. The following portal metrics will be captured for each portal alias in premium reporting:

  • Page Views
  • Article Views by Day
  • Searches
  • Service Requests
  • Tickets Submitted
  • Emails Submitted
  • Chat Requests
  • Ticket Deflections through Articles per Day
  • Total Portal Deflections 

Listed below are the BO dimensions available and their definitions for portal activity.

 

 

Knowledgebase

Topic Information
  • Topic #: 3-6414
  • Date Created: 12/23/2014
  • Last Modified Since: 05/26/2016
  • Viewed: 1512