Configure pattern elements for Self-Service Analytics

Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions.

Avant de commencer

Configure activity contexts for Self-Service Analytics.

Role required: sn_ssa_core.self_service_manager

Pourquoi et quand exécuter cette tâche

By default, the system includes pattern elements for analyzing activity patterns within Knowledge, Catalog, Communities, or Virtual Agent self-service channels. These pattern elements are available with the Self-Service Analytics for Customer Service plugin [com.snc.pa.self_service_analytics_csm].

Procédure

1. Navigate to All > Self-Service Analytics > Configuration > Pattern Element.
2. In the Pattern Elements list, modify an existing pattern element or click New to create another pattern element.
3. On the Pattern Element form, fill in the fields.

   Tableau 1. Pattern Element form

   Field	Description
   Name	Name to identify the pattern element.
   Activity Type	Activity type you want to associate with the pattern element.
   Application	Scope of the application that contains the user entity. This field is automatically set based on the application scope selected in the application picker.
   Occurrence	Frequency with which an activity should occur. An activity occurrence is one of the following types: Once: An activity must have occurred only once. For example, an article was marked with positive feedback only once. Optionally Once: An activity might not have occurred, but if it has, then it has occurred only once. For example, either no catalog request was created or only one was created. Optionally Many: An activity might not have occurred but if it has, then it has occurred multiple times. For example, either no catalog request has been created or multiple requests have been created. At Least Once: An activity has occurred at least once. For example, a community blog was viewed one or more times. Range: An activity has occurred as many times as is specified in a range. You specify a range using the Minimum and Maximum fields. For example, if you specify a range of 2 to 4 Virtual Agent interactions, only 2, 3, or 4 interactions can have occurred.
   Minimum	Minimum occurrence of an activity. This field appears only when Range is selected from the Occurrence list.
   Maximum	Maximum occurrence of an activity. This field appears only when Range is selected from the Occurrence list.

4. Submit or update the pattern element.
   • Click Submit if you created a new pattern element.
   • Click Update if you modified an existing pattern element.

Que faire ensuite

Configure pattern element groups for Self-Service Analytics.