WSS Search Effectiveness Dashboard
The WSS Search Effectiveness dashboard allows the analysis of Web Self-Service article search performance metrics including most searched phrases and most successful/unsuccessful search phrases over the last 7 days.
The following KPIs are presented at the top of the dashboard, aggregated for all Knowledge Portals that the user has permission to see across the 7-day period:
- Total Sessions: The total number of Web Self-Service sessions.
- Guided Help: The total number of Guided Help sessions.
- Searches: The number of times search was used.
- Articles Returned: The number of articles returned by searches.
- Average Articles Returned: The average number of articles returned by searches.
- Search Access: The number of times that articles were viewed from search.
- Failed Searches: The number of zero-result searches.
- Escalations: The total number of escalations that occurred during sessions.
The WSS Search Effectiveness dashboard contains the following charts:
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|
Chart/Report |
Parameter |
Chart Type |
Description |
|---|---|---|---|
|
Search Effectiveness |
Portal |
Stacked Bar |
The number of successful searches vs failed searches across all portals that the user has permission to see. This chart indicates how well search is performing in terms of returning results. A high number of successful searches indicates that there is content being offered in the majority of cases. A high proportion of failed searches suggests a mismatch between content and user goals. |
|
Successful Searches |
Portal |
Area |
The number of successful searches in relation to, articles returned and articles accessed through search. A large delta between articles returned and articles accessed can indicate that although search results are being returned they are not viewed as relevant by users. |
|
Most Searched Phrases |
Portal |
Donut |
The most frequently used search phrases or terms; groups the total of searches by phrases into a donut chart. Can give an indicator of user intent at a high level. |
|
Most Unsuccessful |
Portal |
Grid |
An ordered list of the least successful searches which can help highlight gaps in content or accessibility of content. |
|
Most Successful |
Portal |
Grid |
An ordered list of the most successful searches. |