Insights
The Insights dashboard displays an overview of how Raffle Search performs on a platform, with statistics based on usage data collected from site users. Read more about Raffle Insights on our website.
Data Clusters
Clusters have been created as a folder structure to give customers the possibility of exploring data (per Search UI) on different levels.
User entries in the Trending Questions and Knowledge Gaps lists are clustered according to relevance meaning that a question has to be related to other questions in order to be part of a cluster and displayed on the list.
The cluster titles are based on the most common topics of a group, taking into account all data Raffle has collected. Simply put, if a Search UI has been live for a year, the titles are then based on all the data for the whole year. This also means that some titles may include words that are not present in the questions searched for the selected timeframe.
Note
Usage and search data are processed as soon as the Search UI has been implemented on a platform. But keep in mind that sufficient time and traffic are needed in order to view relevant data on the Insights dashboard.
After at least two weeks of going live with Raffle Search, a Key Account Manager would reach out to call for a meeting in order to discuss the items listed on the Raffle Web App dashboard.
Site Search
The Site Search dashboard displays an overview of usage data collected from public integrations (e.g. website).
Site Search Insights
Workplace Search
The Workplace dashboard displays an overview of usage data collected from private integrations (e.g. internal knowledge base of an organization).
Workplace Search Insights
Extension
The Extension dashboard displays an overview of usage data collected from internal customer service platforms.
Extension Search Insights
Filters
By default, the dashboard displays data from ALL Search UIs for the last 30 days. Change this by applying any of the following filters:
Date
Select a predefined time period or a specify a date range by selecting the start and end dates, and clicking APPLY.
Date Filter
Search UI
Select to view data from one or more Search UIs.
Search UI Filter
Knowledge Base
Select to view data for a specific language. Contact your Key Account Manager to add new languages.
Language Filter
All-Time Summary
The All-time summary section displays the total aggregated data for the whole period when a Raffle Search UI has been live and active on a platform.
All-Time Summary
Return on Investment
Return on Investment is the total amount saved by the customer when using Raffle Search. This is calculated by the company-specific average time to solve a case and average cost per inquiry.
Steps
- Click the gear icon on the top right corner of the All-Time Summary section
- Enter average time to resolve a case (in minutes)
- Enter average cost per inquiry
- Choose currency
- Click SAVE
Total Sessions
Total Sessions is the total number of search sessions made with Raffle Search since being implemented on a platform.
Resolution Rate
Total Resolution Rate is the total percentage of how well Raffle performs in resolving search inquiries.
Support Channels
The Support Channels section displays the percentage and breakdown of Customer Support option usages for users who asked questions and opted to contact Customer Service on the chance that they did not find what they were looking for.
These search sessions are considered unresolved, and are calculated based on the number of questions routed to support, divided by the total number of sessions for a specific period of time.
Support Channels
Resolution Over Time
Resolution over time displays the total number of sessions that have been resolved versus the number of sessions that were considered unresolved for a specific period of time.
Resolutions Over Time
Resolved Session
A search session is considered resolved if a user performs a search and decides to either click a result or leave the Search UI, with the assumption that the user found what they were looking for without requiring any further action.
Unresolved Session
A search session is considered NOT resolved if a user performs a search and then tries to contact Customer Service from the Search UI, with the assumption that they did not find what they were looking for and are now opting for further CS interaction.
Distribution of Sessions
Distribution of sessions displays the average number of unique sessions for a specific period of time.
A session is a 10-minute window that captures and collects user actions such as searching, clicking on answers, contacting support, etc.
Each search session is started when a user starts interacting with the Search UI on a page and expires after 10 minutes. This limit is meant to capture searches that are likely related (e.g. refining a search after each try). This means that:
- If the same user performs another search after 10 minutes, even without leaving the site, this is then counted as another session
- If a user moves to another page, that is counted as a new session since the Search UI is newly loaded when launched
Distribution of Sessions
Popular Pages
The Popular Pages section lists articles that are frequently visited and accessed from Raffle searches. Entries are ordered from most clicked and viewed to least visited, and the list is updated on an hourly basis.
Popular Pages
Trending Questions
The Trending Questions section lists questions that users have searched for using a Search UI. These are listed in groups (“clusters”) under the same topics.
Trending Questions
Question Clusters
User-asked questions are listed in Trending Question clusters, grouped according to relevance and ordered from most to least searched. The list is updated on a weekly basis.
View Questions
This list contains ALL questions that have been asked using a Search UI for a specific period of time. Questions are grouped and displayed as: clusters → subtopics → list of actual user queries
Steps
- Select filters for the Search UI, date range and knowledge base
- Click the expand icon to expand the list
On the far right panel, Raffle displays a list of search results that are shown to users when they search for the selected question. For search result adjusments, refer to Rules Engine.
Export Questions
The export function downloads a CSV copy of the Trending Questions list for a specific period of time.
Knowledge Gaps
The Knowledge Gaps section lists ALL questions users have searched for that:
- does not have any available related information on the website
- may not have direct answers (these are listed as knowledge gaps because the model is unsure of the answer-to-question relevancy)
Knowledge Gaps
Gap Clusters
Knowledge Gaps are grouped into clusters according to model sureness, meaning the more unsure the model is about the relevance of the answers to a user question, the higher this question or cluster is placed on the list. The list is updated on a weekly basis.
Resolve with Instant Answer
Create an Instant Answer to resolve a gap with no available information on the platform.
Steps
- Click the expand icon to expand the list
- Click the lighting bolt icon at the opposite end of the selected knowledge gap
- Select an existing Instant Answer or create a new one
- REQUIRED: On the right panel, add the instant answer and customize the text formats as necesssary
- OPTIONAL: Toggle Support Channel Button to display the support button
- OPTIONAL: Add button links to redirect users to any selected site
- Click SAVE
Manage existing Instant Answers in Integrations > Instant Answer
Resolve with Instant Answers
Resolve with Existing Integrations
Link a gap to existing answers (from scraped pages, instant answers, etc).
Steps
- Click the expand icon to expand the list
- Click the chain icon at the opposite end of the selected knowledge gap
- Verify the listed questions and add or delete as necessary (deleted knowledge gaps are removed from the list unless it has been searched for again)
- REQUIRED: On the right panel, search for an existing answer within the linked integrations
- Search for an answer using the whole or part of a title or URL
- REQUIRED: Click to select an answer, select as many as necessary
- A checkmark appears at the bottom right corner of a selected answer
- Click the answer again to remove selection
- OPTIONAL: Click the eye icon to view the contents of an answer
- OPTIONAL: Click SHOW ALL SELECTION to only display selected answers
- Click SAVE
Resolve with Existing Answers
GDPR Compliance
Raffle is GDPR-compliant. When a user searches for a phrase, the original question is used to search for relevant answers. After which, these questions are anonymized with “tags” using Raffle’s anonymization Search UI, before they are saved for search analytics. Simply put, Raffle does not keep questions that contain sensitive information in the database.
Question tags (these appear in the Trending Questions and Knowledge Gaps lists):
- CPR/SSN/ID numbers are replaced with “<ID>”
- E-mails are replaced with “<EMAIL>”
- Phone numbers are replaced with “<NUMBER>”