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Support/MetricsDashboardPRD/Metrics: Difference between revisions
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(Created page with 'I'm hoping to divide the metrics dashboard into sections that are individually expandable or tabbed. Here are all the sections. You'll note that some metrics are in more than o...') |
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Here are all the sections. You'll note that some metrics are in more than one section. | |||
=Legend= | |||
Unless specified, all metrics are collected weekly and displayed for the last week. | |||
* '''+''' : metric can accumulate and should be collected daily, even though we probably want to display the result as a weekly total. These metrics would support a custom date range if we added UI for it. | |||
* '''@''' : this date range dependent metric should be collected monthly, in addition to weekly. | |||
=Metrics= | |||
'''Overview''' | '''Overview''' | ||
* | * @Number of unique visitors (Om) | ||
* Number of new forum threads (Tiki) | * +Number of new forum threads (Tiki) | ||
* Number of new live chats (Tiki) | * +Number of new live chats (Tiki) | ||
* Number of new KB articles (Tiki) | * +Number of new KB articles (Tiki) | ||
* Number of active contributors (Calculated from other metrics) | * Number of active contributors (Calculated from other metrics) | ||
* Number of new contributors (ditto) | * Number of new contributors (ditto) | ||
* CSAT | * +Number of new registered accounts | ||
* @Combined total CSAT score (for KB, forum, chat) | |||
'''Knowledge base''' | '''Knowledge base''' | ||
(All tiki queries) | (All tiki queries) | ||
* Number of modified articles | * +Number of modified articles | ||
* Number of new articles | * +Number of new articles | ||
* Number of active KB contributors | * Number of active KB contributors | ||
* Number of new KB contributors | * Number of new KB contributors | ||
* | * @ratio of votes that say articles are helpful (%) | ||
* | * ratio of votes that say articles are easy to understand (%) | ||
* CSAT score | * @CSAT score | ||
* +Number of CSAT votes | |||
'''Forums''' | '''Forums''' | ||
(All tiki queries) | (All tiki queries) | ||
* New forum threads | * +New forum threads | ||
* Number of replies by contributors (total) | * +Number of replies by contributors (total) | ||
* Number of threads in each status category (after 1 week) | * Number of threads in each status category (after 1 week) | ||
* Number of threads with no replies for over 1 week | * Number of threads with no replies for over 1 week | ||
* Number of active contributors | * Number of active contributors | ||
* Number of new contributors | * Number of new contributors | ||
* CSAT score + | * @CSAT score | ||
* +Number of CSAT votes | |||
'''Live Chat''' | '''Live Chat''' | ||
Many of these aren't done with queries so there will be some work with zzxc here. | Many of these aren't done with queries so there will be some work with zzxc here. | ||
* New chat requests | * +New chat requests | ||
* Number of active contributors | * Number of active contributors | ||
* Number of new contributors | * Number of new contributors | ||
* % chats answered | * +Number of chats answered | ||
* % chats solved | * +Number of chats with problem solved | ||
* % chats to follow up on | * +Number of chats to follow up on | ||
* Number of hours open | * % chats answered (could be calculated from the "number of chats" metrics above) | ||
* CSAT score + | * % chats solved (could be calculated from the "number of chats" metrics above) | ||
* % chats to follow up on (could be calculated from the "number of chats" metrics above) | |||
* +Number of hours open | |||
* @CSAT score | |||
* +Number of CSAT votes | |||
'''Traffic and usage''' | '''Traffic and usage''' | ||
All of these come from Omniture unless otherwise noted | All of these come from Omniture unless otherwise noted | ||
* Total pages hits | * +Total pages hits | ||
* Number of | * @Number of unique visitors | ||
* Start page # entries and bounce rate | * Start page # entries and bounce rate | ||
* Inproduct start page # entries and bounce rate | * Inproduct start page # entries and bounce rate | ||
* Number of searches | * +Number of searches | ||
* Number of people who go to Ask a question from a KB article, from a search results page, directly. | * +Number of people who go to Ask a question | ||
* Number of people who go to Ask a question and then go to forums, live chat | **from a KB article, | ||
**from a search results page, | |||
**directly. | |||
* Number of people who go to Ask a question and then go to forums, live chat [djst: please clarify this one, cheng] | |||
* Top search terms (from search plugin ideally) | * Top search terms (from search plugin ideally) | ||
'''KB article metrics''' -- | '''KB article metrics''' -- | ||
This will ideally be ALL of the KB articles with metrics for each. If this is too hard to do, we should store the data and present the bolded metrics as a top-5 articles per category. | This will ideally be ALL of the KB articles with metrics for each. If this is too hard to do, we should store the data and present the bolded metrics as a top-5 articles per category. | ||
* Number of page hits (Om) | * +Number of page hits (Om) | ||
* | * +Number of search-hits (Om) | ||
* Number of front page hits/inproduct front page hits (Om) | * +Number of front page hits/inproduct front page hits (Om) | ||
* Time spent on page (should be on Om) | * Time spent on page (should be on Om) [djst: not possible to get other than a distribution average. i think we might give this one a miss] | ||
* Was this helpful votes and % (Tiki) | * Was this helpful votes and % (Tiki) | ||
* Was this understandable votes and % (Tiki) | * Was this understandable votes and % (Tiki) | ||