Site Analytics FAQ

Overview

In order to provide the most actionable insights and highest-quality analytics suite to our Aunt Bertha partners, the Aunt Bertha team recently launched a refreshed and redesigned version of our out-of-the-box analytics suite. Benefits from the refresh include improved performance, updated definitions, and thoughtfully designed dashboards to support partners through making data-driven decisions around community engagement, driving platform adoption, and connecting seekers to help. 

The best resource for support materials is our Customer Support Portal. Please also share any questions with your Customer Success Manager. In addition, to help with the transition, we have created an FAQ.

Frequently Asked Questions

How can I access the refreshed dashboards?

Refreshed dashboards are available through the Site Analytics page. Support article is available here

What are the new metrics I don’t recognize?

  • Identified users - User that is logged in or using platform while not logged in but has an inferred user based on the user’s cookie and past activity
  • Interactions - Activity that indicates a seeker or navigator is trying to learn more about a program, such as viewing program hours, visiting the program’s website, or starting a screener
  • Helper Care Management - Activity that indicates a navigator is following up on a seeker, such as viewing a seeker profile, submitting a form, or updating a referral’s status
  • Program Management - Activity that indicates a program worker has edited or otherwise changes some component of the program, such as claiming, creating a screener, or editing program hours
  • A support article defining analytics metrics is available on our Customer Support portal

Why are searches different from expected?

Our previous search definition included searches for a particular program, such as when a user entered keywords for a particular program. With our refreshed dashboard methodology, we took the perspective that searches for individual programs are important, but reflect a different engagement activity than just browsing for resources in a specific category. With this logic, searches for an individual program or provider are now reflected in “Interactions”, rather than “Searches”. 

Why are sessions different from expected?

Our previous definition for sessions excluded sessions where someone landed on the homepage and then took no further action to begin a search. With our refreshed dashboard methodology, we took the perspective that it is important to include these sessions as they showcase the very top of the funnel in terms of people visiting and utilizing the platform. An example of this is someone who visits the site homepage and then may copy a phone number listed on the homepage before leaving the session. 

Why are users different from expected?

Our previous definition for users excluded users landed on the homepage and then took no further action to begin a search. With our refreshed dashboard methodology, we took the perspective that it is important to include these users as they showcase the very top of the funnel in terms of people visiting and utilizing the platform. An example of this is someone who visits the site homepage and then may copy a phone number listed on the homepage before leaving the session. 

In the Referral Activity Dashboard, why are the number of referrals and the number of Seekers not the same?

A single Seeker may correspond to more than one referral. 

How do these new dashboards match up to the old dashboards?

 

Legacy

Current

Program Inventory Suite

Program Summary Dashboard

Claimed Program Suite

(incorporated into Program Summary Dashboard)

User Activity Suite

Site Activity Summary

Search History Suite

Search Activity Dashboard

Referral Activity Suite

Referral Activity Dashboard

Detailed Referral Activity Suite

Site Referral Details (PII)

Gap Reporting Suite

(incorporated into Program Summary & Search Activity)

Group Activity Suite

(group filters are now available in every report)

Detailed Role and User Activity Suite

Group and Worker Activity (PII)

Customer Flyout Report

Flyout Activity Dashboard

Assessment Summary

Assessment Activity Dashboard

Assessment Details

Assessment Details (PII) (no change)

Premium Insights

Premium Insights (no change)

 

There seems to be some reports missing? 

Different reporting groups assign different Analytics Dashboards. This allows you to assign aggregate-only dashboards, or assign dashboards that contain Personal Identifiable Information (PII). See which groups to assign to give access to specific reports here.

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