Search Summary by Portal

Report on the overall success of each portal at returning search results, and auto-suggesting answers while the user is typing their search phrase. To what extent do auto-suggestions provide the results that users are looking for and avert the need for a full search? 

The report uses a Portal parameter set and can be filtered by session type (for example, agent or customer). There are daily, weekly and monthly versions of the report which break down the data by portal and interval.

The report may be found under the following path: Reports > Knowledge Reports > Search Optimization > {interval}. 

The report is based on the Search Effectiveness model and includes the following columns:

Portal

The knowledge portal that was used to perform a search.

Search Phrase Volume

The number of times that a search phrase was used either to perform a search or to click on a search suggestion, during sessions that began in the interval. 

% Suggestion Clicks

Of the times that a search phrase was used during sessions that began in the interval, the proportion in which the user clicked on a search suggestion rather than performing a search. 

Search suggestions might be Semantic Suggestions (articles matched to the user's intent by AI) or Type Ahead suggestions (articles matching the search phrase that the user has typed so far).

Tip: compare this to the % Searches Run, to see if the search suggestions are being used the majority of the time and successfully averting the need for a full search. 

% Searches Run

Of the times that a search phrase was used during sessions that began in the interval, the proportion in which the user proceeded to perform a search rather than clicking on a search suggestion.

Searches

The number of times that a search was performed during sessions that began in the interval.

% Failed KB Searches

Of the searches performed during sessions that began in the interval, the proportion that returned no knowledge articles.

% Successful KB Searches

Of the searches performed during sessions that began in the interval, the proportion that returned at least one knowledge article.

Avg KB Clicks

The average number of knowledge article views resulting from each successful search during sessions that began in the interval. 

Tip: if this falls below 1 when there were successful searches, then some of those searches must have resulted in no views.