Help Center Insights vs Google Analytics: criteria

5 Comments

  • Nicole - Community Manager

    Hi Pedro -

    I checked in with our Google Analytics team, and we do not try to sync Insights and Google Analytics results. Each tool serves different purposes and has different strengths, and we have not found a good business reason to try to sync these reports.

    As far as how we look at article views, we use the content drilldown reporting in GA.

    Hopefully some other users will be able to chime in with how they report on these things as well.

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  • Pedro Rodrigues

    Hi Nicole, thanks for the update. I still have a few doubts, though:

    So if your Insights shows 1,000 views and your GA shows 8,000, which one do you use to make business decisions? Do you ignore your Insights tool's own count of views, and focus on GA instead?

    In what way do you use Content Drilldown to count views? Do you mean that my filtering of the URLs that include /articles/ is correct?

    All I'm looking for is a pragmatic and trustworthy set of specific criteria that give me enough confidence to trust the numbers I get from Insights and Google Analytics.

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  • Nicole - Community Manager

    Hi Pedro - 

    We do typically defer to Google Analytics, since we can filter out internal traffic there and we can't with Insights. We know our own agents generate a lot of page views, and what we're really interested in is what our customers are accessing. 

    How you leverage content drilldown will depend a bit on how you have things structured, but yes, we do look at /articles/ for knowledge base traffic and then /community/ for community posts. We also pull those numbers and then manually remove the page views generated by spam posts, so that we can get the views of actual content. I just do this in a spreadsheet and generate my graphs from there. 

     

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  • Pedro Rodrigues

    Thanks for the insight!

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  • Nicole - Community Manager

    You're welcome!

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