Analytics Performance Overview

This displays the total number of unique visitors to the Help Center, for the selected date period and filters.

This number will be different to the Unique Visitors on the Search Analytics which displays the number of unique visitors making searches, not the total number of unique visitors.

Visitors are tracked by generating a random unique identifier for each visitor. This identifier is stored in the browser cache of the visitor to the Help Center. The unique identifiers are then used to count the Unique Visitors.

The unique visits are counted in intervals of 1 hour and the visits are then aggregated (summed) for the dates selected in the Analytics filter. The total number would therefore be slightly higher than the actual number of unique visitors.

For example,

• If the visitor were to visit the Help Center multiple times within 1 hour, this would only be counted as 1 in the Unique Visitors.
• If you are looking at the Analytics for a period of one month, and a single user visits 3 times that month for less than 1 hour each time, the aggregate count for the Unique Visitors would be 3.
  If a user visited 3 times in a single day, but the visits were 2 hours apart, then the Unique Visitors count would also be 3.

The unique identifier is cleared if the visitor clears their cookies or browser cache.

The Reading Time provides insights into how visitors engage with your content. This gives the average reading duration, in seconds, for articles cumulatively across your Help Center (for the selected date period and filters).

This allows you to gauge the time visitors invest in your articles and can help identify content that may require adjustments, understand readers' engagement levels, and also to estimate bot traffic by observing views with little or no engagement.

In the Help Center, at the bottom of an article, a user can click Submit a request to create a Helpdesk Ticket directly from the article.

The Conversion % in the Performance Overview shows the percentage of article views (for the selected date period and filters) that resulted in a ticket being created using the Submit a request link compared to the number of Article Views in that period.

The Conversion % in the Performance Overview allows you to track the overall Conversion % score.

The Conversion % calculation is based on the actual number of tickets created after an article visit. Help Center Manager tracks the following:

• The visitor journey between the articles.
• The contact form (when the user submits the form, not just when they visit the form).
• The ticket created in your Zendesk Help Center.

If a visitor reads an article and then creates a new ticket through a different channel (such as through email or WhatsApp) this is included in the Conversion % calculation. However, this is only possible for visitors who logged in or have submitted a contact form at least once, so that Help Center Manager can access their email address (encrypt it and hash it) and use that as an identifier.

When Help Center Manager is authorized to access the Zendesk tickets (by enabling Read Tickets) Analytics loads information on the new tickets created in Zendesk Helpdesk. Helpdesk Tickets displays the total number of tickets, for the selected period and for this Help Center. This includes ALL tickets, which includes new and existing, solved and unsolved tickets. The time is based on the creation date of each ticket, so you will see a count of all tickets created in the selected time period.

The number of Helpdesk Tickets is then used to calculate the Self-Service Score (see below).

For details, refer to Read Tickets and Self-Service Score.

If Helpdesk Tickets is showing as "NA" 
If Help Center Manager is not currently authorized to access the Zendesk tickets, this shows as "NA".

Clicking the Helpdesk Tickets heading displays the following pop-up. You can click the here link to go directly to the Connect to Zendesk Support and authorize Read Tickets. This can also be done from the Helpdesk Authorization (refer to Reauthorizing Help Center Manager in Connecting to your Zendesk Help Center and Authorizing).

When Help Center Manager is authorized to access the Zendesk tickets (by enabling Read Tickets) Analytics loads information on the new tickets created in your Zendesk Helpdesk. For details, refer to Read Tickets and Self-Service Score.

The Self-Service Score is calculated as the ratio of how many people visit the Help Center for each new ticket created in your Helpdesk: the Unique Visitors divided by Helpdesk Tickets.

If Self-Service Score is showing as "NA" 
In the same way as Helpdesk Tickets above, if Help Center Manager is not authorized to access the Zendesk tickets, this shows as "NA". Clicking the Self-Service Score heading displays the same pop-up.