Google Analytics problem

[Paul Elbertse]

Goodday,

Since friday may 9th my Google Analytics report is not returning searches (normal searches and searches on keywords) anymore. Nothing has changed in the definition of the report. Sites visited are shown but the searches are shown until may 8th and after that nothing anymore.
I did some tests on searches and the pages I visited from the search results window. All the topics I visited are shown but no searches.

I am using the latest version of Help and Manual.
I have also tried an older version of H&M but that did not help.

My report includes the following:
Metrics: ga:pageviews
Dimensions: ga:searchKeyword,ga:searchDestinationPage,ga:date

Can you help me?

Regards,

[Tim Green]

Hi Paul,

I've asked Alexander to look into this. The tracking of searches has changed slightly in the new version of Help & Manual. In the past searches were tracked via pageTracker._trackPageview() and now they are tracked via pageTracker._trackEvent() (the page views are tracked when users click on the search results to open a topic). I'll get back to you when I have Alexander's comments on this.

[itexnz]

I'm also interested in this. Search string analytics is very useful.

[Tim Green]

Hi Itex,

In the current 2963 build the tracking of search terms has been reverted to the old version. The new version did not really provide any additional benefits and would have required changes in your GA configuration. If you have already been following change tracking the new build should make it show up again.

[Paul Elbertse]

Tim,

After updating both the program and the skins the search tracking is still not correct.
Searches before May 9th are now visible but all searches after may 9th are not shown.

Could you have another look.

Thanks.
Regards,
Paul

[Tim Green]

Hi Paul,

We need to know which skins you are using to be able to check this. Please contact me via email with the details at support AT ec-software.com (replace the AT with @).

[Tim Green]

Paul,

Update: Just tested extensively with a Premium Pack webhelp skin and all values are tracking correctly (page view, index click, search click and exit to another page via a web link).

[Paul Elbertse]

Hi Tim,

I have done some more testing.
Results:

All searches in the Search Tab are found by GA.
All searches in the Keyword Tab are NOT found by GA.

Maybe that is the way it is meant, I don't know.

I am using or have used the following metrics and / or Dimensions:

Metrics:
ga:pageViews
ga:searchUniques

Dimensions:
ga:searchKeyword,ga:searchDestinationPage,ga:date,ga:hour,ga:minute
ga:searchKeywordRefinement,ga:date,ga:hour,ga:minute

Should I use other metrics or dimensions?
I hope you can help me.

Regards,
Paul

[Tim Green]

Hi Paul,

Before we look into this further I need to check something with you: Are you implementing your own GA tracking or Help & Manual's integrated support? If you implement your own you won't get search or index tracking. That is only available if you activate Help & Manual's GA support in Configuration > Publishing Options > WebHelp > GoogleAnalytics.

[Paul Elbertse]

Tim,

Thanks for your reply.
I activated Help & Manual's GA support in Configuration > Publishing Options > WebHelp > GoogleAnalytics.
Search is working but index is not.

Regards,
Paul

[Tim Green]

I activated Help & Manual's GA support in Configuration > Publishing Options > WebHelp > GoogleAnalytics.
Search is working but index is not.

You should also be using the latest version of whatever skin you are using to export with.

[Paul Elbertse]

Hi Tim,

I am using the latest H&M and the latest webhelp premium pack skins (2.41 I guess it is).
I am using the webhelp slateblue and the webhelp slategrey as far as GA is concerned. I am also using other skins but without GA.

Regards,
Paul

[Tim Green]

Hi Paul,

Please contact me directly by mail at support AT ec-software.com (replace the AT with @) so that we can work this out more efficiently.

[Tim Green]

Update: I think I know what the problem is. The index tracking is done via the event console, not via the page view console. If you are watching your access to the site in the real time dashboard on Google Analytics you need to select the Events category on the left to monitor the index clicks. See the screenshot below.

ga_events.png