Tracking Goal Metrics - Zoho Desk Knowledgebase

Tracking Goal Metrics using PageSense Integration

Finding out how your help center helps your customer support process is as important as tracking its page views and visitors. For example, you might need to track specific visitor interactions on your help center like form submissions, button clicks, account creations, etc. to find out how they translate to meeting your help center's objectives. The Zoho PageSense integration for your Help Center enables you to keep track of such conversions – and you do these with goals.

You can create goals to capture every help center activity over time, across countries, devices, and audience segments. All such conversions are then turned into easy-to-understand reports that you can access from inside Zoho Desk.

Permission Required
Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits

What You Get
  1. A free account on Zoho PageSense that allows you to track up to 5,000 visitors a month.
  2. Reports on goal metrics like the “Number of goal conversions”, “Conversion rate”, "Average time to convert", and others performances over time.
  3. Reports on performance metrics of the top help center pages with the highest goal conversions.
  4. Ability to apply segments to the goal reports that can help you isolate the conversion behavior of specific audience types.

Enabling Goal Metrics
Tracking goal metrics in Zoho Desk requires you to have an account in PageSense. So, when you enable the integration, you also automatically create a PageSense account. If you already have a PageSense account, you will create a project linked with Zoho Desk.

To enable Goal Metrics:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Help Center under the Channels menu.
  3. Select the Help Center for which you want to track goals.
  4. Click PageSense under the Help Center sub-menu.
  5. On the PageSense Integration page, select the checkbox to provide your consent for the collection, use, or disclosure of data.
  6. Click Enable and then click Continue on the Zoho PageSense Integration pop-up window.
  7. On the following screen, enable the toggle corresponding to Goal Metrics for Help Center.

Actions on Enabling Goal Metrics
The following action will be carried out as soon as you enable Goal Metrics in Zoho Desk:
  1. You will be automatically signed up for an account (i.e., portal) on PageSense of which you will be the administrator.
  2. A project linked to the Zoho Desk gets created under the new PageSense account.
  3. The PageSense conversion tracking code gets automatically added to your Zoho Desk Help Center.
  4. The PageSense Reports tab under which you can track the goal metrics gets added to the left panel of the KB module.

Accessing Goal Metrics
A new tab called "PageSense Reports" gets added to the KB module on enabling goal metrics in Zoho Desk. It is under this tab that you can monitor conversions when you set up a goal in PageSense.
To access the report:
  1. Click the Knowledge Base (KB) module.
    You will land on the articles list page.
  2. Select the Dashboard tab in the left panel.
  3. Click PageSense Reports under the Dashboard sub-menu.
    The Goal Metrics reports are displayed.

Understanding Goal Metrics
The following metrics can be monitored under PageSense Reports when you set up goals in PageSense:

I. Goal Basics
  1. Visitors: The number of unique visitors who've visited the web page that has the goal in it at least once.
  2. Conversions: Number of visitors who have achieved the goal.
  3. Conversion Rate: The percentage of visitors who've achieved the goal.
  4. Average Time to Convert: Average time elapsed between visit start and achieving the goal.

II. Goal Metrics Over Time
This widget provides a comparison of conversions, conversion rate, and visitors count over time. You can choose from any of these three metrics from the dropdown. You can also change the date range using the date picker.

III. Day-wise and Hour-wise Performance
This widget allows you to find your website's busiest hours by observing hotspots on when customers visit your website the most. Optimize your pages to its efficient best by tracking average conversions and visitors.

IV. Source Type and Visitor Type
This widget allows you to track the sources where your traffic is coming from and what's contributing to your website's performance. You can track the number of conversions, conversion rates, and visitors on the page and see which sources contribute best and which sources need attention. You can also see how many of your visitors are visiting for the first time, and visitors who return to check out your Knowledge Base.

V. Top Webpages
This widget provides a list of web pages that you've included to track in this goal. With each web page, you'll be able to see its visitor count, conversion count, conversion rate, and average time to convert (or average time spent, if you've set up a Time Spent on Page goal).

VI. Device-specific Performance
This widget provides a list of devices that visitors use to access the web pages that you've included to track this goal. With each device type, you can see the visitor count, conversion count, conversion rate, and average time to convert (or average time spent, if you've set up a Time Spent on Page goal).

VII. Top Countries
This widget provides a list of countries from which visitors access the web pages that you've included to track this goal. Against each country, you can see the visitor count, conversion count, conversion rate, and average time to convert (or average time spent, if you've set up a Time Spent on Page goal).

Disabling Goal Metrics Analytics
In some cases, it may be necessary to disable the Goal Metrics and stop monitoring your conversions. If so, follow the steps below:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Help Center under the Channels menu.
  3. Select the Help Center in which you want to disable goal metrics.
  4. Click PageSense under the Help Center sub-menu.
  5. On the PageSense Integration page, toggle the Goal Metrics for Help Center option to OFF.
Zoho PageSense now stops tracking the conversions on your Help Center. Consequently, the Goal Metrics dashboards are also hidden in Zoho Desk.

Impact of Disabling Goal Metrics
On disabling goal metrics, its corresponding PageSense experiment will be paused. You can unpause a goal experiment to continue tracking its conversions in Zoho PageSense. However, you cannot monitor their metrics from inside Zoho Desk.

Frequently Asked Questions
  1. Who can access the PageSense Reports in Zoho Desk?
    The PageSense reports can be accessed by users that are assigned with an administrator role in Zoho Desk. These users will receive an invitation email (on enabling goal metrics) to sign up for access to the Zoho PageSense account linked to your help desk. Upon completing sign up, they can monitor goal metrics from inside the KB module in Zoho Desk.
  2. Why is one of our administrators unable to see the PageSense reports inside Desk?
    Access to PageSense reports depends on when your agents became administrators of Zoho Desk. It is only those agents who were administrators before enabling goal metrics will receive an invitation to sign up for the PageSense account. All subsequent administrators will need to be manually invited by you.
  3. What happens if I exceed the visitor count in my plan?
    Running experiments will be paused, and you will receive an email notification if this should happen. You can relaunch experiments at the start of the next billing cycle.
  4. Can I increase the number of visitors tracked?
    Yes, at any time you like. You'll need to purchase a top-up plan in Zoho PageSense for the number of visitors you want to track. Top-up plan costs are listed below:

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