The Insights dashboard shows how your Raffle widgets are used: how many searches and chats there are, what people ask, which answers they open and when they contact support. Open it from Insights in the main menu.
The top of the Insights dashboard (demo data)
Every card has an info icon next to its title that explains what it measures. Most cards have View all, which opens the full list, and Export, which downloads the data as a CSV file (see Exporting data).
The filters at the top of the page apply to every card on the dashboard and to the Insights pages you open from it.
The dashboard shows the last 30 days by default. Click the date range to change it: pick a start and end date in the calendar, type them in From and To, or choose Today, Yesterday, Last 7 days, Last 30 days or Last 90 days. Click Apply to update the dashboard.
Choosing a date range
By default the dashboard shows data from All Widgets. Open Viewing data from and tick one or more widgets to see only their data, for example to compare a search widget with a chat widget.
Choosing which widgets to show data from
If your account has more than one knowledge base (for example one per language), a Current Knowledge Base selector appears next to the widget filter. The dashboard shows data for one knowledge base at a time.
The three cards at the top show totals for the selected period. Click View more on a card to see more detail, and Back to close it again.
The total number of search queries. View more shows:
Search Inquiries with more detail
The number of unique chat conversations, if you use a chat widget. View more shows:
View history opens the Chat Conversation History.
Chat Conversations with more detail
A session starts when a user clicks or activates a search or chat widget. It ends when the user closes the widget or after 10 minutes of inactivity. View more shows:
Total sessions with more detail
The Inquiries chart shows when users search and chat. Use the dropdown to switch between Sessions over hours (the time of day, with the peak hours highlighted) and Sessions over days. Use it to see when users help themselves, for example to plan support staffing.
Inquiries by hour of the day
The card next to Inquiries has a dropdown with three metrics:
Click-Through Rate
Routed To Support
The middle of the dashboard shows the top five of each list.
The top five of each list
Each list has its own guide:
Support Channels shows how many sessions led users to each support channel, such as email, phone, live chat or an external link.
Sessions per support channel
Questions Leading to Support lists the questions users asked before they used a support channel, with the channel they chose. These show where your content or automated answers fall short. Click View all to see the full list.
All questions leading to support
Click a question to open it in Re-rank, where you can see the results for that question and adjust them. This needs the KB Manager or Account Admin role: users with only the Insighter role can’t open Re-rank.
To export a list as a CSV file, click Export on its card. In the dialog, check the date range, choose the Fields to include and click Export. To export a different period, change the date range on the dashboard first.
Exporting Questions Leading to Support
If the file doesn’t open correctly in Microsoft Excel, use Excel’s import function instead of opening the file directly.
The Export PDF report button at the top of the page (the file icon) uses AI to write a PDF report of the current Insights view, with the date range and filters you have set. It usually takes one to two minutes, longer on accounts with a lot of data. You can keep working while it’s generated; Raffle tells you when the report is ready and downloads it.
Content Gaps