How is the SEARCH_QUALITY field within the EBR_LOG MDB table calculated?
Article ID: 76823
Updated On:
Products
SUPPORT AUTOMATION- SERVER
CA Service Desk Manager - Unified Self Service
CA Service Desk Manager
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
How is the SEARCH_QUALITY field within the EBR_LOG MDB table calculated?
Environment
CA Service Desk Manager 14.1 and 17.x
All Supported Operating Systems
All Supported Operating Systems
Resolution
There is an logic/formula inside BPEBR_NXD daemon which calculates the SEARCH_QUALITY value.
For example
1. Assume you have a three published Knowledge Documents with titles as 'Test1', 'Test2' and 'Test2 Knowledge Document'
2. User searches for a Knowledge Document inside the ticket detail page. In the ticket detail page under Knowledge Management tab, user searches for 'Test1' and the search returns one Knowledge Document.
The BPEBR_NXD daemon inserts a row in the EBR_LOG MDB table about the search results.
If you observe the row within the EBR_LOG MDB table, you will find out that the SEARCH_QUALITY is 50.
If one (1) Knowledge Document is returned in a search, the value it is 100/2.
If two (2) Knowledge Documents are returned a in search, the value is 100/2 + 100/(2*2).
If three (3) Knowledge Documents are returned in a search, the value is 100/2 + 100/(2*2) +100/(2*2*2).
The SEARCH_QUALITY values are used to 'grade' Knowledge searches ( i.e. Excellent, Very Good, Good, Fair or Poor).
WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) < 20 ) THEN N'Poor' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 20 AND (EBR_LOG_session_log.SEARCH_QUALITY) < 40 ) THEN N'Fair' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 40 AND (EBR_LOG_session_log.SEARCH_QUALITY) < 60 ) THEN N'Good' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 60 AND (EBR_LOG_session_log.SEARCH_QUALITY) < 80 ) THEN N'Very Good' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 80 ) THEN N'Excellent'
For example
1. Assume you have a three published Knowledge Documents with titles as 'Test1', 'Test2' and 'Test2 Knowledge Document'
2. User searches for a Knowledge Document inside the ticket detail page. In the ticket detail page under Knowledge Management tab, user searches for 'Test1' and the search returns one Knowledge Document.
The BPEBR_NXD daemon inserts a row in the EBR_LOG MDB table about the search results.
If you observe the row within the EBR_LOG MDB table, you will find out that the SEARCH_QUALITY is 50.
If one (1) Knowledge Document is returned in a search, the value it is 100/2.
If two (2) Knowledge Documents are returned a in search, the value is 100/2 + 100/(2*2).
If three (3) Knowledge Documents are returned in a search, the value is 100/2 + 100/(2*2) +100/(2*2*2).
The SEARCH_QUALITY values are used to 'grade' Knowledge searches ( i.e. Excellent, Very Good, Good, Fair or Poor).
WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) < 20 ) THEN N'Poor' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 20 AND (EBR_LOG_session_log.SEARCH_QUALITY) < 40 ) THEN N'Fair' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 40 AND (EBR_LOG_session_log.SEARCH_QUALITY) < 60 ) THEN N'Good' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 60 AND (EBR_LOG_session_log.SEARCH_QUALITY) < 80 ) THEN N'Very Good' WHEN ( (EBR_LOG_session_log.SEARCH_QUALITY) >= 80 ) THEN N'Excellent'
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