Configure Self-Service Analytics

Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard.

Before you begin

Role required: admin

About this task

Complete the following tasks to use the metrics generated by the Self-Service Analytics framework in a dashboard of an application:

Procedure

1. Activate Self-Service Analytics.
2. Configure activity contexts for Self-Service Analytics.
3. Configure pattern elements for Self-Service Analytics.
4. Configure pattern element groups for Self-Service Analytics.
5. Configure activity patterns for Self-Service Analytics.
6. Set up the deflection configuration for Self-Service Analytics.
7. Configure scheduled jobs for Self-Service Analytics.

• Activate Self-Service Analytics
  Activate the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core) if you have the admin role. This plugin activates related plugins if they are not already active.
• Configure activity contexts for Self-Service Analytics
  Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts.
• 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.
• Configure pattern element groups for Self-Service Analytics
  Define a logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions.
• Configure activity patterns for Self-Service Analytics
  Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome.
• Set up the deflection configuration for Self-Service Analytics
  Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern.
• Configure scheduled jobs for Self-Service Analytics
  Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window.

Related topics

• Self-Service Analytics dashboard for customer service