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Phillip Stewart

Joined Jun 07, 2022

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Last activity Jul 25, 2022

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ACTIVITY OVERVIEW

Latest activity by Phillip Stewart

Phillip Stewart commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Orsolya Forster - yes, exactly what Ryan said.

The current filtering by user roles is necessary, but it's not enough.  "Logged in end-users" is too broad. That includes all of our customers,  and even our own (non-agent) staff.  There's a diversity of information needs and help centre experiences within that extremely broad group.

I need to be able to see how well the KB is supporting our own non-agent staff, our large enterprise customers, our smaller customers, customers in various regions etc.  Having the ability to filter by Organisation and Tag would be one way to get this information.  

 

View comment · Posted Jul 25, 2022 · Phillip Stewart

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Phillip Stewart commented,

Community comment Feedback - Reporting and analytics (Explore)

Hear, hear!

The dataset for Support (Tickets) is rich. 

The datasets for Guide are inadequate by comparison.

View comment · Posted Jul 21, 2022 · Phillip Stewart

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Phillip Stewart commented,

Community comment Feedback - Reporting and analytics (Explore)

Please expand the Guide data set.  The ability to drill down to see usage by specific user groups is critical.

With the current Guide data set, you can only drill down by "role" (i.e. agent / anonymous / end-user). 

But "end-user" is a too broad a category --- for us it include all customers and even our own (non-agent) staff.  We need to be able to see the data for specific customers, and separate our internal (non-agent) usage from our customer usage.

The Support data lets you query by "Organisation" --- this would be great to have in the Guide dataset too!    Or even to be able to filter by "user segment", which seems to be a more Guide-centric way of grouping users.

View comment · Posted Jun 16, 2022 · Phillip Stewart

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