Guide Data Analytics in Explore

11 Commentaires

  • Hillary Latham
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    Agreed.  The Guide dataset only contains data about linked articles in tickets.  Can we report on the articles themselves?  We use view permissions to group articles by teams - it would be nice to see statistics about articles by group, author, date, views, etc.

     

    Per Nicole's request on 10/31, we would like to be able to report on the following in Guide:

    - Number of articles created and/or updated in a time frame (month & year).

    - attributes to filter by author, visible to (because we use guide for internal articles, visible to is important) and section.  Label too - we don't have much use for Label since we cannot report on it right now.  We have different teams creating articles, so filtering by these attributes would help us report by team.

    - Article publication date (create and publish could be weeks apart).

    - Number of page views.  I see this on the Reporting Dashboard in Support, it would be great to have in Explore.  Google analytics is not an option for us.

    - attribute for last edited date.

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  • Mike Davis
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    100% agree. I'd like to see more data about Community within Explore, such as topic, post, comment and subscription data.

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  • Melody Quinn
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    Agreed, would like to see more reporting on help articles and community posts in explore. 

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  • Alina Vashurina
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    Oh yes! We need more data on that, too!

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  • Kelsey Davis
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    Absolutely agree

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  • Nicole - Community Manager
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    Hi all - 

    The Guide/Gather and Explore teams are definitely planning to integrate Help Center datasets into Explore. 

    It would be really helpful if you could provide some detail on the reports you're trying to run or information you're being asked to provide out of Explore. That information will be really helpful in looking at what data they need to help you collect in order for you to report on the things you want. Thanks!

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  • Sara Gardinier
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    The reports I am looking to generate would include data on which articles are being accessed by agents via search, if that helps. 

    Basically, I want something that says:

    Agent A searched for ______ (article they landed on) within _____ (timeframe).

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  • Mike Davis
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    Sure thing!

    It would be great to have the ability to run queries on topics and posts. So if I wanted to know how many posts were added to Topic A during a given time frame, and then further filter that out, so by only ones that are answered, or by certain users or segments.

    Also the ability to see who has subscribed to a topic and on what date. Essentially it would be able to look at data on member contributions.

    In addition, it would be great to see other member data here, like how many members have joined in a time frame, were active, or were first active.

    Hope that makes sense. Holler if you have any follow-ups for me. Thanks! Looking forward to seeing/hearing your solutions.

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  • Alina Vashurina
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    Hi! 

    The most important metric for help articles (for us) is the number of Up and Down votes. So, we'd like to be able to see the number of votes for ANY article (we have more than 600 articles), as well as track the evolution over time, e.g. being able to pick a time frame (month & year) to see if there is a change in votes after updating the article.

    Thanks! 

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  • Kelsey Davis
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    Hi

    I would like to be able to see the following:

    1. How many articles  upvoted and downvoted - number, broken into sections and categories to understand what's helpful as a whole section as well as individual articles

    2. Percentage of articles with over XX upvotes, percentage of articles with over XX downvotes

    2. Upvotes and downvotes in a time period

    3. Upvotes and downvotes since article updates (to gauge if improvements to the article are as helpful as we'd hope)

    4. Articles created by agents (full and light) - number, date range, 

    5. Articles created by certain agents (full and light) + downvote and upvote number - to gauge if agents are creating quality articles or just trying to meet a KPI of article creation

    6. Tickets rated as good or bad and include linked articles

    7. Number of subscriptions/follows on articles and sections

    8. Search data - what and how many times customers and agents are searching for something and do and don't get helpful results.

    Ideally would be great to no have to use Explore and Google Analytics together. If all in one place you can have the full picture.

    Not sure what's possible but hope this is helpful.

    Thanks

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  • Nicole - Community Manager
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    Thanks for sharing the detailed comments, all! It's really helpful to understand what you need to report on and why. :)

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