Analytics Definitions

Site Analytics Definitions

 
                Metric                                                       Definition

Anonymous Users

Distinct cookies with no inferred user

Closed Loop Referral

Any referral with a conclusive status indicating a final update, basically when the referral is considered done. This includes referrals with the following statuses:

  • Referred elsewhere

  • Got help

  • Couldn’t contact

  • Not eligible

  • No capacity

  • Couldn’t get help

  • No longer interested

Connection

Activity that indicates a seeker or navigator contacted a program listed on the platform, which could be an electronic referral or appointment (for oneself or for someone else), a direct contact by clicking a phone or email, or an external connection by clicking through on a program that has its own application form or scheduling.

General User Activity

Activity that indicates a user is not necessarily searching for programs on the site, but rather clicking around the site to view various pages (homepage, My Analytics, Referrals for Me, etc.)

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

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

In Progress Referral

Any referral with a status update that indicates the program has started addressing the referral but has not yet finished addressing the referral. This includes referrals with the following statuses:

  • Needs client action

  • Pending

  • Eligible

Interaction

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.

Most Engaged Programs

Most Engaged Programs are programs that have the highest overall utilization in your network. We take the following factors into account when determining the sort order for these programs:

  • The number of interactions, connections, and referrals made to those programs

  • The types of status updates being made to those program’s referrals

Network

Your network refers to your service area. Your service area is defined in our systems. Network data on dashboards is made up of aggregate data for all customer sites, as well as activities happening on findhelp.org. The overall network’s data is grouped together so that specific customers and sites cannot be distinguished.

Ask your CSM if you have any questions about your service area.

Other Actions

All other actions that a user took on a site (like an action to administer the site, or actions that fit in a metric but are counted from some other data in the system, like referral creation where we use the actual referral entities to count referrals instead of a line in the activity log).

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

Referral

Any electronic referral tracked on the platform, including live, tracking-only (as a site setting and as a program setting), those with screeners, and those tied to appointments

Search

Program searches occur when a user takes an action (such as selecting a category) that would provide a list of programs as a result.

We break out “Search” into three categories now (see the table below for activity type to Engagement Bucket mapping):

Program (bucketed as “Search”) - Program searches occur when a user takes an action (such as selecting a category) that would provide a list of programs as a result. The is bucketed as “Search” in the below activity type table.

Postal - Postal searches occur when a user enters only a zip code to begin searching for programs. The is bucketed as “Search-Postal” in the below activity type table.

API - Any search event that was initiated using our external API. The is bucketed as “Search-API” in the below activity type table.

Session

Consecutive activity from the same cookie and inferred user (30 minutes of inactivity will be considered a new session)

Updated Referral

Any referral with any status update, meaning the status has changed from the original “Not Yet Helped” status on the referral.

Users

The combination of Logged In and Anonymous Users

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