Search Efficiency Report

The Search Efficiency report enables monitoring of how efficient users are in returning manageable number of sessions in each search. Efficiency is calculated as the inverse of the average number of sessions returned per search.

A smaller number of returned sessions yields a higher efficiency rating in finding sessions, which is a useful metric particularly for customer service representatives. For example, if a CSR is able to execute a search that returns one (1) session, then that individual has been efficient in searching. However, if that individual subsequently returns 100 sessions per search, his or her efficiency rating should drop, which may correlate to a longer time to resolve the customer issue and an impact on customer satisfaction.

Formula

• For more information on the fields in this report, see Common report fields.
• To review this report for individual users, click the name of the user group. See Usage Metrics by User Report.