Docs Overall Report

The Docs report provides statistics about Docs usage (searches, top articles, etc.) over a given time range. You may optionally specify two time ranges to see how usage changed between the two ranges.

Request

GET /v2/reports/docs HTTP/1.1
Authorization: Bearer oauth_token

URL Parameters

Parameter Description
start Start of the interval
end End of the interval
previousStart Start of the previous interval
previousEnd End of the previous interval
sites List of comma separated docs site IDs

Response

HTTP/1.1 200 OK
Content-Type: application/json;charset=UTF-8

{
  "current" : {
    "visitors" : 10723,
    "browseAction" : 88.94575230296827,
    "sentAnEmailResult" : 0.3450526904784109,
    "foundAnAnswerResult" : 72.93667816842301,
    "searchAction" : 11.05424769703173,
    "failedResult" : 26.71826914109857,
    "docsViewedPerVisit" : 0.9329443525211182
  },
  "popularSearches" : [ {
    "count" : 22,
    "id" : "pricing",
    "results" : 4
  }, {
    "count" : 21,
    "id" : "beacon",
    "results" : 9
  } ],
  "failedSearches" : [ {
    "count" : 2,
    "id" : "knowlege"
  }, {
    "count" : 1,
    "id" : "auto-advance"
  } ],
  "topArticles" : [ {
    "count" : 2295,
    "name" : "Email commands ",
    "siteId" : "52244cc53e3e9bd67a3dc68c",
    "id" : "524db929e400c2199a391f39",
    "collectionId" : "524491b4e4b0145597daf4e4"
  } ],
  "topCategories" : [ {
    "count" : 1153,
    "name" : "Productivity",
    "siteId" : "52444cc53e3e9bd67a3dc28c",
    "id" : "52b5a3b6e4b0a3b4e5ec64d3",
    "articles" : 20
  }, {
    "count" : 790,
    "name" : "Copying Email to Help Scout",
    "siteId" : "52444cc53e3e9bd67b3dc68c",
    "id" : "52548414e4b0772073dac6d0",
    "articles" : 17
  } ],
  "deltas" : {
    "failedResult" : 2.4021178109331593,
    "docsViewedPerVisit" : 2.561943903720043,
    "foundAnAnswerResult" : -2.7056392137487535,
    "visitors" : -14.622392395035643,
    "browseAction" : -2.154856275773497,
    "searchAction" : 2.1548562757735183,
    "sentAnEmailResult" : 0.30352140281560414
  }
}

Response fields

Path Type Description
current Object Statistics about Docs usage for the current time range
previous Object Statistics about Docs usage for the previous time range
popularSearches Array Collection of objects containing statistics about popular searches
failedSearches Array Collection of objects containing statistics about failed searches
topArticles Array Collection of objects containing statistics about top articles
topCategories Array Collection of objects containing statistics about top categories
deltas Object Statistics showing how Docs usage changed between two time ranges; only included if a previous time range was specified

Docs usage

Path Type Description
failedResult Number Percentage of views where the customer exited without viewing an article
docsViewedPerVisit Number Average number of articles viewed by a customer during a session on the website; sessions expire after 30 minutes of inactivity
foundAnAnswerResult Number Percentage of views where the customer viewed an article and didn’t contact support
visitors Number Visits from unique browsers
browseAction Number Percentage of views due to browsing
searchAction Number Percentage of views due to searching
sentAnEmailResult Number Percentage of views where the customer then sent an email to support
Path Type Description
[].deltaPercent Number Percentage change in search popularity for this search term
[].id String The actual search term
[].count Number Number of times the search term was used for the current time range
[].previousCount Number Number of times the search term was used for the previous time range
[].results Number How many results were returned

Failed Searches

Path Type Description
[].deltaPercent Number Percentage change in search popularity for this search term
[].id String The actual search term
[].count Number Number of times the search term was used for the current time range
[].previousCount Number Number of times the search term was used for the previous time range

Top Articles

Path Type Description
[].deltaPercent Number Percentage change in popularity of this article
[].id String The article identifier
[].siteId String The site identifier
[].count Number Number of times this article was viewed for the current time range
[].collectionId String The collection identifier
[].name String Name of the article
[].previousCount Number Number of times the article was viewed for the previous time range

Top Categories

Path Type Description
[].deltaPercent Number Percentage change in popularity of this category
[].id String The category identifier
[].siteId String The site identifier
[].articles Number Number of articles in this category
[].count Number Number of times articles in this category were viewed for the current time range
[].name String Name of the category
[].previousCount Number Number of times articles in this category were viewed for the previous time range

Deltas

Path Type Description
failedResult Number Percentage change visits where the customer exited without viewing an article
docsViewedPerVisit Number Percentage change visits where the customer exited without viewing an article
foundAnAnswerResult Number Percentage change in customers who viewed an article and didn’t contact support
visitors Number Percentage change in visits from unique browsers
browseAction Number Percentage change in views due to browsing
searchAction Number Percentage change in views due to searching
sentAnEmailResult Number Percentage change in views where the customer then sent an email to support