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.

Before you begin

Configure pattern elements for Self-Service Analytics.

Role required: sn_ssa_core.self_service_manager

About this task

By default, the system includes pattern element groups for analyzing activity patterns within the Knowledge, Catalog, Communities, and 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].

Procedure

1. Navigate to All > Self-Service Analytics > Configuration > Pattern Element Group.
2. Either configure an existing group or create a new group.
   • Select an existing group in the Pattern Element Groups list.
   • Create a new group by clicking New.
3. On the Pattern Element Group form, fill in the fields.

   Table 1. Pattern Element Group form

   Field	Description
   Name	Name to identify the pattern element group.
   First Element	Conditional regular expression consisting of a pattern element or pattern element group.
   Second Element	Another conditional regular expression consisting of a pattern element or pattern element group.
   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.
   Operator	Logical operator that returns the result of the combination of the first and second elements. Valid values are: And: Both the first and second elements are true. Or: Either the first or second element is true.
   Occurrence	Frequency with which a pattern element or pattern element group must occur. An occurrence is one of the following types: Once: Must have occurred only once. Optionally Once: Might not have occurred but if it has, then it has occurred only once. Optionally Many: Might not have occurred but if it has, then it has occurred multiple times. At Least Once: Has occurred at least once. Range: Has occurred within a range. You specify a range using the Minimum and Maximum fields.
   Minimum	Minimum occurrence of the result of the logical combination of the first and second elements. This field appears only when Occurrence is set to Range.
   Maximum	Maximum occurrence of the result of the logical combination of the first and second elements. This field appears only when Occurrence is set to Range.

4. Save the pattern element group settings.
   • Save a new pattern element group by clicking Submit.
   • Save the changes to an existing pattern element group by clicking Update.

What to do next

Configure activity patterns for Self-Service Analytics.