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Analytics

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Weekly Insights for Administrators

Get a summarized snapshot of your account right in your inbox. This summary is emailed to Administrators on a weekly basis. It includes metrics from across the platform like Guide usage, Escalations, Feedbacks, API usage, Billing, Author activity and Compliments your Guides received for that week.

Cumulative Traversal Analytics for Authors

As an Author, you can see how your Guide is being consumed and which paths are traversed how frequently.
You can even slice and dice this data by date range and compare this data from different date ranges.

Guide Activity

This report shows you the usage by Guide. Most used Guide appears at the top and least used Guide appears at the bottom. You can filter this report further by Catalog or LOB.

User Activity

This report shows you the usage by User/Agent. Most active User appears at the top and least active User appears at the bottom. You can filter this report further by LOB to see only the Users/Agents belonging to a specific LOB.

Catalog Activity

This report shows you the usage by Catalog. Most used Catalog appears at the top and least used Catalog appears at the bottom. You can filter this report further by LOB to see only the Catalogs of a specific LOB.

Line of Business Activity

This report shows you the usage by Line of Business. Most used LOB appears at the top and least used LOB appears at the bottom.

Author Activity

This report shows you the performance of your Authors (how many activities they did, how much duration they spent and how many tasks they resolved). Most active Author appears at the top and least active Author appears at the bottom.

Incidents

This report shows you the usage in its most detailed form – Incident. An Incident is defined as a traversal of a Guide either 1 step deep or multiple steps deep.

You can filter this report further to see:

Incidents of a specific Guide/User/Catalog/LOB.
Incidents that resulted in Case escalations.
Incidents that resulted in Feedbacks to Authors.
Incidents that resulted in Compliments to Authors.
Incidents with Pending and Resolved Feedbacks.

Use this report to answer questions like:

Which User accessed which Guide and how much time was spent?
Was this incident escalated as a Case into my CRM/Helpdesk?
Which Agent accessed which Guide and how much time was spent?
Was this Guide used with CRM/Helpdesk? If so, what is the CRM/Helpdesk record ID?

Keyword Search Activity

This reports tells you: What Keywords are your Users searching for and are those Keywords finding relevant Guides?
Keywords appearing under column “Zero Result Keywords” are ideal topics you need to create Guides for.

Tag Search Activity

This reports tells you: What Tags are your Users searching for and are those Tags finding relevant Guides?
Tags appearing under column “Zero Result Tags” are ideal topics you need to create Guides for.

Let us help you evaluate.

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