OpenKPIs
Leaderboard
Sign in
← Back to Metrics

Help Center Views

Also known as: Support Page Views, Help Page Views, Help Centre Views, Self-Service Page Views

ExperiencemetricE-commerce: Returns, Refunds & Customer SupportE-commerce

Count of page views of help center and self-service pages, including help articles, FAQs and policy pages, in the period. It is the volume input to Self-Service Resolution Rate.

Business Use Case

1️⃣ Customer Service rewrites high-view articles still followed by a contact form submission in the same session.,2️⃣ Customer Service adds help content when views of a topic spike after a shipping delay or policy change.,3️⃣ Product places help links on checkout and order pages when help views rise but contact volume does not fall.

Business Criticality

Medium

Journey / Navigation Area

Engagement

Owning Function

Customer Service

Scope

Event

Formula

COUNT(page_view) WHERE content_group = 'help_center' AND page_type NOT IN ('order_status', 'account_orders', 'contact_form') AND traffic_type != 'internal', by event date in the reporting period

Calculation Notes

1️⃣ Counts every page_view with content_group = 'help_center': help home, category, article, FAQ and returns or shipping policy pages.,2️⃣ FAQ pages count as page views here; FAQ accordion expands (faq_expand) are interactions, not views, and are excluded.,3️⃣ Built on page_view only; help_article_view fires on article pages as a subset, so never add the two together.,4️⃣ Reloads, back-button re-views and paginated category pages each count; per-session reach needs unique page views instead.,5️⃣ Order status, account order and contact form pages are excluded; they count in Order Status Checks and Contact Form Submissions.,6️⃣ Excludes traffic_type = 'internal'; agent console or chat widget views are excluded only where they carry that internal flag.,7️⃣ Attributed to the event date in the property's reporting time zone.

Technical Details

Measure TypeCounter
Aggregation WindowDaily, Weekly, Monthly

Events

PlatformEvent
Google Analytics 4page_view
AdobepageView

Data Mappings

W3 Data Layer
{
  "page": {
    "pageInfo": {
      "pageID": "help-article-1",
      "pageName": "help:article",
      "destinationURL": "https://example.com/help/article-1"
    },
    "category": {
      "primaryCategory": "help_center",
      "pageType": "help_article"
    },
    "attributes": {
      "articleID": "ART-1",
      "trafficType": "external"
    }
  }
}
GA4 Data Layer
{
  "event": "page_view",
  "page_location": "https://example.com/help/article-1",
  "page_title": "Help article",
  "content_group": "help_center",
  "page_type": "help_article",
  "traffic_type": "external",
  "article_id": "ART-1"
}
Adobe Client Data Layer
{
  "event": "pageView",
  "web": {
    "webPageDetails": {
      "name": "help:article",
      "URL": "https://example.com/help/article-1",
      "siteSection": "help_center",
      "pageViews": {
        "value": 1
      }
    }
  },
  "_tenantId": {
    "pageType": "help_article",
    "trafficType": "external",
    "helpArticle": {
      "articleId": "ART-1"
    }
  }
}
XDM Mapping
{
  "eventType": "web.webpagedetails.pageViews",
  "web.webPageDetails.pageViews.value": 1,
  "web.webPageDetails.siteSection": "help_center",
  "web.webPageDetails.name": "help:article",
  "web.webPageDetails.URL": "https://example.com/help/article-1",
  "_tenantId.pageType": "help_article",
  "_tenantId.trafficType": "external",
  "_tenantId.helpArticle.articleId": "ART-1"
}

SQL Queries

Google Analytics 4 (BigQuery)
-- ==========================================
-- 1. GOOGLE BIGQUERY SQL
-- ==========================================
DECLARE start_date DATE DEFAULT DATE_SUB(CURRENT_DATE(), INTERVAL 90 DAY);
DECLARE end_date DATE DEFAULT DATE_SUB(CURRENT_DATE(), INTERVAL 1 DAY);

-- Agent console and chat widget views are excluded only where they are flagged traffic_type = 'internal'; no other export field isolates them.
-- page_view events in the period with their help-center parameters pivoted (event_date is already in the property's reporting time zone)
WITH page_views AS (
  SELECT
    PARSE_DATE('%Y%m%d', event_date) AS event_date,
    MAX(IF(ep.key = 'content_group', ep.value.string_value, NULL)) AS content_group,
    MAX(IF(ep.key = 'page_type', ep.value.string_value, NULL)) AS page_type,
    MAX(IF(ep.key = 'traffic_type', ep.value.string_value, NULL)) AS traffic_type
  FROM `your-project.analytics_123456789.events_*`,
    UNNEST(event_params) AS ep
  WHERE _TABLE_SUFFIX BETWEEN FORMAT_DATE('%Y%m%d', start_date) AND FORMAT_DATE('%Y%m%d', end_date)
    AND event_name = 'page_view'
  GROUP BY event_date, user_pseudo_id, event_timestamp, event_bundle_sequence_id
)
-- Help center views per day: every help-center page view, excluding order status, account order and contact form pages and internal traffic
SELECT
  event_date,
  COUNT(*) AS help_center_views
FROM page_views
WHERE content_group = 'help_center'
  AND COALESCE(page_type, '') NOT IN ('order_status', 'account_orders', 'contact_form')
  AND COALESCE(traffic_type, '') != 'internal'
GROUP BY event_date
ORDER BY event_date;
Adobe Experience Platform (AEP Query Service)
-- ==========================================
-- 2. ADOBE AEP QUERY SERVICE SQL
-- ==========================================
-- Agent console and chat widget views are excluded only where they are flagged trafficType = 'internal'; no other XDM field isolates them.
-- Page view events in the period, dated in the property's reporting time zone (replace 'America/New_York' with it)
WITH page_views AS (
  SELECT
    CAST(FROM_UTC_TIMESTAMP(timestamp, 'America/New_York') AS DATE) AS event_date,
    web.webPageDetails.siteSection AS content_group,
    _tenantId.pageType AS page_type,
    _tenantId.trafficType AS traffic_type
  FROM aep_web_events_dataset
  WHERE eventType = 'web.webpagedetails.pageViews'
    AND CAST(FROM_UTC_TIMESTAMP(timestamp, 'America/New_York') AS DATE) BETWEEN DATE_SUB(CURRENT_DATE, 90) AND DATE_SUB(CURRENT_DATE, 1)
)
-- Help center views per day: every help-center page view, excluding order status, account order and contact form pages and internal traffic
SELECT
  event_date,
  COUNT(*) AS help_center_views
FROM page_views
WHERE content_group = 'help_center'
  AND COALESCE(page_type, '') NOT IN ('order_status', 'account_orders', 'contact_form')
  AND COALESCE(traffic_type, '') != 'internal'
GROUP BY event_date
ORDER BY event_date;

Source Data

Digital Analytics (GA4)

Dependencies

Prerequisite: List the dependencies required for this Metric

Events:

page-viewhelp-article-view

Dimensions:

help-articlepage-type

Report Attributes

Help Article Page Type Device Category Traffic Source Customer Status

Recommended Reporting Views

Views
Customer Support & Self-Service OverviewHelp Content Performance

Segment Eligibility

true

Governance

Data SensitivityInternal

Derived KPIs

self-service-resolution-rate

Governance

Created bydevyendarm
Created on9/30/2026
Last modified bydevyendarm
Last modified on9/30/2026
Version1.0.0
Validation stateqa passed
StatusPUBLISHED

GitHub

View related Pull Requestcatalog/metrics/help-center-views.yml

Community Discussion