How can I see activity and usage trends for my organization’s site(s)?

Tier: Basic, Professional, Enterprise

Overview

Using findhelp analytics to understand site activity and usage trends on your site is vital to driving site adoption for your organization. Data related to site activity and usage allows your organization to make data-driven decisions about community and staff adoption and platform strategy. 

There are many different metrics to use to understand site usage, activity and trends and the Site Activity dashboard provides all of those metrics in a single easy-to-use dashboard. 

What is the Site Activity Dashboard?

TheSite Activity dashboard provides key metrics to support site adoption. Specifically, the dashboard shows a summary of: users, sessions, searches, interactions, connections, referrals, and activities related to follow-up and program management. 

Ways to use this dashboard include:

  • Understanding trends of users, sessions, searches, interactions, connections, referrals.
  • Seeing how site adoption metrics break down across platforms and user groups.
  • Seeing how site adoption metrics within a certain geography have changed over time.
  • Understanding activity coming from specific access points, such as search boxes and URLs. 

Activity_Usage_generic_chart.png

Helpful Metrics

Note

Access Analytics Definitions article for more details on the metrics discussed in this section.

The Site Activity dashboard includes several charts and metrics to understand site usage and activity. At a high level, site usage and activity can be understood by answering the following questions:

  • How many people are coming to the site(s)?
  • How frequently are people returning to the site(s)?
  • What is the search volume on the site(s)?

The Users, Sessions and Searches charts to help answer those questions:

Dashboard Metric 

Definition

Users

A person who visited your site. This includes logged in or anonymous users. 

Helps answer the question: How many people are coming to the site(s)?

Sessions

Consecutive activity from the same user. Same user is determined through distinct cookies and inferred users.

Helps answer the question: How frequently are people returning to the site(s)?

Searches

Any action taken that would provide a list of programs as a result. This includes keyword and zip code search and selecting a category. 

Helps answer the question: What is the search volume on the site(s)?

 

Diving Deeper Into Site Activity

Site activity can be further understood by looking at how people are contacting programs. We provide several ways for a person to interact or engage with programs on our sites: 

  1. By clicking on a phone number, email, or website on the program card.
  2. Sharing program information
  3. Directly connecting with a program using the electronic referral button. 

We provide three metrics to gain insight into the different contact methods: Interactions, Connections and Referrals. 

Dashboard Metric

Definition

Interactions

Actions taken by a user indicating they are trying to learn about a program for themselves or on behalf of someone else. 

Includes activities such as viewing program hours, visiting the program’s website, or starting a screener.

Connections

Actions taken by a user indicating they are contacting a program for themselves or on behalf of someone else. 

Includes activities such as, electronic referral, clicking a phone or email on the program card, clicking on external link to the programs website.

Referrals

Actions taken by a user indicating they are trying to connect with a program for themselves or on behalf of someone else. 

Includes all Connect Button options such as live, tracking-only, screeners, and those tied to appointments.

 

Filter Tips 

Use filters on the Site Activity dashboard to understand site activity in usage in the context of a specific user group, geographic area and/or specific access points, such as search boxes and URLs. 

Activity_Usage_filter.png

Here are some examples of ways to use filters on this dashboard:

Tip

Use multiple filters at once!

Filter

Use and Example

Site

Use the Site filter to see site activity for one or more of your sites. 

Example: How often are people interacting with programs on my community site?

Group

Use the Group filter to see activity for one or more groups on your site(s). 

Note: You must filter on a specific site before group filter options will be visible

Example: How often is our care management group connecting or referring people to resources? 

Site access source (i.e. Widget & Linked_From)

Use site access source filters to see how site activity trends differ based on where people are accessing your site from.

Note: Work with your Customer Success Manager to add the necessary reference codes to search boxes and any links to your site(s)

Example: How many users are coming from two different facebook marketing campaigns that targeted two different user groups?

Time (i.e. Date Range & Aggregation)

Use the Date Range and Aggregation filters to understand site activity at different times of the year or assess impact of specific adoption efforts like a marketing campaign or training.

Example: Did we see a spike in searches on our community site after our text campaign? 

Geographic (i.e. State, County, City, Zipcode) 

Use geographic filters to see site activity trends in a specific geographic area. 

Note: Geographical filters are hierarchical, meaning that the larger geographic filter must be selected before smaller geographic filter opinions are visible. (i.e., Filter on a specific state to see that state’s county filter options) 

Example: How often are people interacting with programs in Travis county?

 

Independent Practice

This section is intended to help you practice looking at the Site Activity dashboard to begin to understand site activity and usage.

Access the Site Activity dashboard on your site and answer the following questions:

  1. How many searches took place on your site(s) in the last 6 months?
    • Tip: Use Date Range filter and then scroll down to review Searches chart.

       

  2. How many program interactions took place on your community site in the last 6 months?
    • Tip: Use Date Range filter and Site filter (if applicable) and then scroll down to review Interactions chart.

       

  3. How many program connections did a specific staff group make in the last 6 months?
    • Tip: Use Date Range, Site and Group filter (if applicable) and then scroll down to review Connections chart.

Another Helpful Dashboard

If assessments are a critical part of your workflow, be sure to access the Assessment Activity dashboard to understand trends and areas of needs from submitted assessments. The Assessment Activity dashboard shows submission volumes and trends, how many people were assessed, and what needs were identified. 

Note

Assessment functionality is limited to Enterprise customers and this dashboard is only available if you have assessments in place.

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