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About Inquiry Analytics

Introduction

Inquiry Analytics provides visibility into key metrics for each Inquiry template, so you can uncover useful insights and optimize your Inquiry flows. With Inquiry Analytics, you can answer questions such as:

  • How many Inquiries have successfully passed all requirements configured in a template?
  • What percentage of Inquiries are getting marked for manual review?
  • Where are Inquiries dropping off between particular screens?
  • How many Inquiries made it to the end of the flow?
  • What percentage of Inquiries are routed down this path within your Dynamic Flow?

You can view Inquiry Analytics by navigating to the Analytics section within the Inquiries tab on the dashboard. Once there, the Overview tab will allow you to track key high-level metrics for each inquiry template, while the Funnel tab provides you the tools to drill into how your end-users are going through the flow more granularly.

 

Inquiry Overview Analytics

 

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At the top of the page, you can use the Dates and Template filters to select the time period and Inquiry template you want to see data for. After setting your desired filters, click Run to update the metrics on the page.

Highlights

Under Highlights, you’ll find 4 key metrics that allow you to quickly glance at how your end-users are progressing through the Inquiry flow within a selected time period. These 4 key metrics are Inquiries created, Started rate, Finished rate, and Success rate - the definitions can be found within your Dashboard.

Charts

For each chart below the Highlights section, you will find a Volume bar chart overlayed with relevant metrics that you can toggle on or off by directly clicking on the Legend to the right. These metrics are broken down by day or week depending on the selected time range, so you can observe if there are any notable trends over time.

Created

Out of the total Created Inquiries, Started rate indicates the % of inquiries that have been started by your end-users, and the Expiration rate indicates the % of Inquiries that have expired after a set time defined by your organization.

Note: If you have an embedded integration with Persona, you should expect the Started rate to be close to 100%. Started rate is primarily a useful metric to track if you are manually creating Inquiries through Persona’s dashboard in advance and are looking to measure how many have been started.

Started

Out of the total Started inquiries, Finished rate indicates the % of Inquiries that successfully completed the flow by providing the information requested by the inquiry template, and the Expiration rate indicates the % of Inquiries that have expired or dropped off before completing the flow.

Note: At a given moment, the Finished rate and Expiration rate (Started rate) will add up to 100% because either Inquiries finish or they expire after a set time defined by your organization.

Finished

Out of the total Finished Inquiries, investigate the % of Inquiries for each outcome (i.e., successfully passed, marked for review, auto-decisioned, manual decisioned, and more). For example, analyzing the Marked for review rate allows you to better understand the manual review load over time.

Note: Inquiries that are moved to a decisioning status (Approved or Declined) without any manual intervention are captured in the Auto-decisioned rate.

Marked for Review

Of the total inquiries that are marked for review, track the % of Inquiries that have already been decisioned through a manual review team (productivity metric) and the % of those Inquiries that were ultimately approved. If your team uses Cases to review flagged Inquiries, you can visit Cases Analytics to get a more detailed look into your team’s productivity and case resolution trends.

See a full list of “Marked for Review” related metrics in your dashboard.

 

Inquiry Funnel Analytics

For Dynamic flows only.

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At the top of this page, there are 4 filters

  • Dates: Select the time period you want to see data for
  • Template: Select the Inquiry template you want to analyze
  • Funnel metric: Changing this selection will change the percentages in each node within the Funnel flow diagram. By default, Overall is selected.
    • Overall: These percentages reflect the % of started Inquiries that progressed to each step. This helps you understand the overall drop-off from start to finish in the flow.
    • Per Step: These percentages reflect the % of Inquiries from the previous step that got to this step. This helps you know which steps have a lot of drop-off and may require attention.
  • Template version: When changes get published through the Inquiry Template Editor, a new template version is generated. You can use this dropdown to compare versions for a single template and see how the funnel might look different between any published changes. By default, the latest published template version is selected.

After setting your desired filters, click Run to update the metrics on the page.

 

Funnel flow

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This is a screen-by-screen view of the selected Inquiry template. You can use this diagram to understand how Inquiries are progressing from the start to the end of the flow based on conditional logic configured in this template.

  • The numbers labeled in each node represent the number of Inquiries that viewed a screen and the % of Inquiries relative to the first screen (Overall) or relative to the previous screen that got to this screen (Per Step).
  • The difference in numbers between screens represents the Inquiries that dropped off, meaning they did not make it to the next screen.
  • The thickness of lines connecting each node is proportional to the Inquiry volume that progressed from one screen to the next.
  • Hover on any last step (outlined in purple) to view the metrics in a bar chart visualization, and clicking on this step will take you to a new page that lets you dig into the trends for a specific linear path.

Funnel details page

After clicking on a final step in the Funnel Flow diagram, you will see an enlarged bar chart visualizing the selected linear path, along with a line chart showing the funnel metrics broken down by days or weeks.

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The Funnel metrics over time chart can be used to detect if there are metric fluctuations worth digging into.

  • Say you noticed that 75% of the inquiries who view the “Start” screen” progressed to the next screen, meaning there is a 25% drop off. Is this consistent over time? Or are there specific days or weeks where this metric is higher or lower?

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