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Support/MetricsDashboardPRD/Metrics: Difference between revisions
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'''Overview''' | '''Overview''' | ||
* @Number of unique visitors (Om) | * i@Number of unique visitors (Om) | ||
* +Number of new forum threads | * i+Number of new forum threads | ||
* +Number of new live chats | * i+Number of new live chats | ||
* +Number of new KB articles | * i+Number of new KB articles | ||
* Number of active contributors | * i-Number of active contributors | ||
* Number of new contributors | * i-Number of new contributors | ||
* +Number of new registered accounts | * i+Number of new registered accounts | ||
* @Combined total CSAT score (for KB, forum, chat) | * %@Combined total CSAT score (for KB, forum, chat) | ||
'''Knowledge base''' | '''Knowledge base''' | ||
(All tiki queries) | (All tiki queries) | ||
* | * i@Number of modified articles | ||
* +Number of new articles | * i+Number of new articles | ||
* Number of active KB contributors | * i-Number of active KB contributors | ||
* Number of new KB contributors | * i-Number of new KB contributors | ||
* | * %=ratio of votes that say articles are helpful (calculated from:) | ||
* ratio of votes that say articles are easy to understand ( | ** i+number of yes votes | ||
* @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.'' | ** i+number of no votes | ||
* +Number of CSAT votes | * %=ratio of votes that say articles are easy to understand (calculated from:) | ||
** i+number of yes votes | |||
** i+number of no votes | |||
* %@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.'' | |||
* i+Number of CSAT votes | |||
'''Forums''' | '''Forums''' | ||
(All tiki queries) | (All tiki queries) | ||
* +New forum threads | * i+New forum threads | ||
* +Number of replies by contributors (total) | * i+Number of replies by contributors (total) | ||
* Number of threads in each status category (after 1 week) | * i-Number of threads in each status category (after 1 week) | ||
* Number of threads with no replies for over 1 week | ** Request for more info | ||
* Number of active contributors | ** Solved | ||
* Number of new contributors | ** Proposed solution | ||
* @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.'' | ** Locked | ||
* +Number of CSAT votes | ** None of the above | ||
* i-Number of threads with no replies for over 1 week | |||
* i-Number of active contributors | |||
* i-Number of new contributors | |||
* %@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.'' | |||
* i+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 | * i+New chat requests | ||
* Number of active contributors | * i-Number of active contributors | ||
* Number of new contributors | * i-Number of new contributors | ||
* +Number of chats answered | * i+Number of chats answered | ||
* +Number of chats with problem solved | * i+Number of chats with problem solved | ||
* +Number of chats to follow up on | * i+Number of chats to follow up on | ||
* chats answered % ( | * %=chats answered % (calculated from the "number of chats" metrics above) | ||
* chats solved % ( | * %=chats solved % (calculated from the "number of chats" metrics above) | ||
* chats to follow up on % ( | * %=chats to follow up on % (calculated from the "number of chats" metrics above) | ||
* +Number of hours open | * f+Number of hours open | ||
* @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.'' | * %@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 | * i+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 | * i+Total pages hits | ||
* @Number of unique visitors | * i@Number of unique visitors | ||
* Start page # entries | * i+Start page # entries | ||
* Inproduct start page # entries | * %=Start page bounce rate (calculated from...) | ||
* +Number of searches | ** i+Start page number of bounces | ||
* +Number of people who go to Ask a question | * i+Inproduct start page # entries | ||
* i+Inproduct start page bounce rate (calculated from...) | |||
** i+Inproduct start page number of bounces | |||
* i+Number of searches | |||
* i+Number of people who go to Ask a question | |||
**from a KB article, | **from a KB article, | ||
**from a search results page, | **from a search results page, | ||
**directly. | **directly. | ||
* Number of people who go to Ask a question and then go to forums, live chat (Om) -- ''This is a traffic question: Of the people who land on Ask a question how many try to go to forums and how many try to go to live chat, it lets us know (for example) that everyone is trying to do LiveChat and only doing forums if LC is closed.'' | * i+Number of people who go to Ask a question and then go to forums, live chat (Om) -- ''This is a traffic question: Of the people who land on Ask a question how many try to go to forums and how many try to go to live chat, it lets us know (for example) that everyone is trying to do LiveChat and only doing forums if LC is closed.'' | ||
* Top search terms (from search plugin ideally) '''List based''' | * -Top search terms (from search plugin ideally) '''List based''' | ||
'''KB article metrics''' | '''KB article metrics''' | ||
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This will ideally be ALL of the KB articles with metrics for each. Then presentation would be in the form of lists based on ranking based on these metrics. As such, these are all '''List based''' | This will ideally be ALL of the KB articles with metrics for each. Then presentation would be in the form of lists based on ranking based on these metrics. As such, these are all '''List based''' | ||
* +Number of page hits (Om) | * i+Number of page hits (Om) | ||
* +Number of search-hits (Om) ''Number of times people select the page in search results'' | * i+Number of search-hits (Om) ''Number of times people select the page in search results'' | ||
* +Number of front page hits/inproduct front page hits (Om) | * i+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] | * f-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] | ||
* | * %=Percentage of people who said yes to "was this helpful?" calculated from: | ||
* | ** i+Number of yes votes | ||
* @ 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.'' | ** i+Number of no votes | ||
* %= Was this understandable votes % calculated from: | |||
** i+Number of yes votes | |||
** i+Number of no votes | |||
* %@ 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''' -- | ||
Gather each of the below metrics for EACH locale. '''List based''' | |||
* | * i+Number of KB edits/translations/approvals ''to indicate activity'' | ||
* | * %-Percent of KB articles in each group: | ||
* | ** Up to date | ||
** Needs updating | |||
** Needs translation | |||
** Needs approval | |||
* %-Combined completeness score | |||
* i+Number of visitors (Om) | |||
==List based metrics== | ==List based metrics== | ||