Support/MetricsDashboardPRD/Metrics

Here are all the sections. You'll note that some metrics are in more than one section.

Legend

Unless specified, metrics are range specific. This means they are collected weekly, displayed for the last week, and cannot be displayed for other date ranges. For example, the "number of KB contributors" metric cannot be collected daily and accumulated to display the weekly metric, since the same contributors might have been active during several days, making the weekly metric incorrect.

Unless specified, metrics are coming from the TikiWiki db (using SQL queries).

• + : metric is not range specific and should be collected daily even though we will display the metric with the weekly date range by default. Metrics that are not range specific will support a custom date range if/when we add UI for it.
• @ : this range specific metric should be collected monthly and weekly.
• (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

• Last week -- this is the default range and is supported by all metrics
• Last month -- only supported by + and @ metrics, as explained above
• Custom date range -- only supported by + metrics, as explained above

Metrics

Overview

• @Number of unique visitors (Om)
• +Number of new forum threads
• +Number of new live chats
• +Number of new KB articles
• Number of active contributors
• Number of new contributors
• +Number of new registered accounts
• @Combined total CSAT score (for KB, forum, chat)

Knowledge base (All tiki queries)

• +Number of modified articles
• +Number of new articles
• Number of active 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 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

Forums (All tiki queries)

• +New forum threads
• +Number of replies by contributors (total)
• Number of threads in each status category (after 1 week)
• Number of threads with no replies for over 1 week
• Number of active contributors
• 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.
• +Number of CSAT votes

Live Chat Many of these aren't done with queries so there will be some work with zzxc here.

• +New chat requests
• Number of active contributors
• Number of new contributors
• +Number of chats answered
• +Number of chats with problem solved
• +Number of chats to follow up on
• chats answered % (could be calculated from the "number of chats" metrics above)
• 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 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

Traffic and usage

All of these come from Omniture unless otherwise noted

• +Total pages hits
• @Number of unique visitors
• Start page # entries and bounce rate
• Inproduct start page # entries and bounce rate
• +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 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

KB article metrics

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)
• +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)
• 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 % (% is calculated as we'll be storing number of yes votes and number of no votes)
• + 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 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 helpfulness

Locale-based metrics -- Store data for all locales, present only 5 for each. List based

• Rank of locales by activity
• Rank of locales by completeness
• 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.