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Support/MetricsDashboardPRD/Metrics: Difference between revisions
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* '''@''' : this range specific metric should be collected monthly ''and'' weekly. | * '''@''' : this range specific metric should be collected monthly ''and'' weekly. | ||
* '''(Om)''' : metric is coming from Omniture | * '''(Om)''' : metric is coming from Omniture | ||
* '''List based''': metric is NOT a number but will be presented as a list. How this will work (ideally) is explained in the section below. | |||
=Date ranges= | =Date ranges= | ||
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* @ratio of votes that say articles are helpful (%) | * @ratio of votes that say articles are helpful (%) | ||
* ratio of votes that say articles are easy to understand (%) | * ratio of votes that say articles are easy to understand (%) | ||
* @CSAT score | * @CSAT score ''This can also be + in that it can be collected daily and calculated for other date ranges using a weighted average rather than a sum.'' | ||
* +Number of CSAT votes | * +Number of CSAT votes | ||
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* Number of active contributors | * Number of active contributors | ||
* Number of new contributors | * Number of new contributors | ||
* @CSAT score | * @CSAT score ''This can also be + in that it can be collected daily and calculated for other date ranges using a weighted average rather than a sum.'' | ||
* +Number of CSAT votes | * +Number of CSAT votes | ||
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* chats to follow up on % (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 | * +Number of hours open | ||
* @CSAT score | * @CSAT score ''This can also be + in that it can be collected daily and calculated for other date ranges using a weighted average rather than a sum.'' | ||
* +Number of CSAT votes | * +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 | ||
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* +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) [djst: not possible to get other than a distribution average. i think we might give this one a miss] | * 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 % | * + Was this helpful votes and % (% is calculated as we'll be storing number of yes votes and number of no votes) | ||
* Was this understandable votes and % | * + Was this understandable votes and % (% is calculated as we'll be storing number of yes votes and number of no votes) | ||
* CSAT score and vote count | * @ CSAT score and vote count ''This can also be + in that it can be collected daily and calculated for other date ranges using a weighted average rather than a sum.'' | ||
* Calculated score | * Calculated score | ||
* Calculated helpfulness | * Calculated helpfulness | ||
'''Locale-based metrics''' -- | '''Locale-based metrics''' -- | ||
Store data for all locales, present only 5 for each. | Store data for all locales, present only 5 for each. '''List based''' | ||
* Rank of locales by activity | * Rank of locales by activity | ||
* Rank of locales by completeness | * Rank of locales by completeness | ||
* Rank of locales by number of visitors (Om) | * Rank of locales by number of visitors (Om) | ||
==List based metrics== | |||
There are three special types of item: search terms, articles, locales. For each, we'll be collecting a variety of metrics for EACH article/search term/locale over time. On the dashboard the presentation is a ''ranked list'' of the top 5 for a given metric. For example: | |||
For articles, we'll collect: page hits, hits from search engine and votes daily. Then when we generate the dashboard, we just have a list of the five articles with the most page hits (for example) as a metric. | |||