Interacting with dashboards

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4 Comments

  • Mary Paez

    Hi Explore team,

     
    I noted my suggestions for KB metrics in one of your articles.
     

    A piece that has been missing for a long time is the reporting on KB article metrics:

    1. Draft & Published articles (not only thru Knowledge Capture appl)
    2. Growth of KB 
    3. Article counts
    4. # articles in any phase of a workflow
    5. # articles broken down by Agent (and groups of agents, regional teams)
    6. Participation rate (# tickets closed w articles / # tickets closed)
    7. # article accesses (views of KB articles from Guide portal) - break articles down by author, by most accessed, least accessed

    Also, these reports need to be able to be filtered by Month, quarter, annually.  Should have ways to group teams of Agents by region or product and report on each group

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  • Brett - Community Manager

    Hey Mary,

    Thanks for sharing your feedback!

    Guide metrics are something our Explore Product Managers are currently looking into so I'll be sure to pass along the data you're looking to capture within Explore.

    Cheers!

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  • Mary Paez

      Hi Brett,

     

    One important metric that we calculate is the Link rate for each support agent by month.  The industry standard link rate (for KCS) is 65 - 85%.  So, we like agents to see their monthly results on a dashboard.  

    # of tickets closed with KB article links / # of tickets closed   

    Right now, they way ZD organizes datasets, we cannot get this calculation to work.  Is this something that will be available to us at some point?

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  • Brett - Community Manager

    Hey Mary,

    I don't have any information on what metrics will be available at some point, unfortunately. Only that our Product Managers are currently looking into make this sort of data available. I'll let them know this is something you're interested in :)

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