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Training Survey Poll: Per session number of points aggregation where 5 points for "extremely xyz", 4 points for "useful xyz", etc.

Surveys don't get much traction. Could revisit the monthly drawing for $25 Amazon giftcard to encourage participation. Use Polls for survey in Learning lab

Could also extend survey to cover WNW and PTF for internal feedback as well, but most of that is not currently the product trainer.

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Not super valid... can be "gamed" and can also have detrimental effect on quality if articles are super wordy just to lengthen the word count.

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Add up number of minutes of newly published video content each week.

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There is a readability score tool built into MS Word and there are other free tools to measure readability, but we would have to manually put articles through the checker tools since it's not built into Zendesk or Elev.io.

Flesch Reading Ease, Gunning Fog Index, Flesch-Kincaid Grade Level, Coleman-Liau Index, SMOG Index, Linsear Write Readability Formula, Average Reading Level Consensus Calc, etc!

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How many times someone searches for something in Elev.io and there is no article available

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Can track page views in Zendesk. Not sure what the metric would be. Not sure this is as valuable for PSA yet. Very new to Zendesk so not much historical info yet.

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Can use this tool in Zendesk, but do people use it? Can we incentivize our team members to give articles Up/Down likes? Metric could be how many ups versus how many downs???

Sav had metric to get one a week, regardless of whether good or bad.

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Survey or poll Rev.io team members on whether documentation is accurate, accessible, complete??? Timing on how often to survey? Will people respond?

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In Elev.io how many up/down. Just don't get a lot of that feedback currently.

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What is available here? Used to have Google Analytics for both, but now only on Academy. Page Views/Time on Page, etc. Broke right after acquisition for Online Help. Could look into it but it is a big lift using epublisher to get it linked back up. Because it is on a desktop, EPub can't log in and fix it, it's on Savannah to fix and out of her wheelhouse

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How many times someone searches for a topic and there is no article. Can we track this in Zendesk?

Sav had search exit percentage. Get to a page and leave immediately because it wasn't what they were working on. Less than 5% of this was metric. Maybe higher percentage if longer period we are looking at. Just had to be working on it at Tigerpaw, not just hitting the goal so might need to be higher

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How long to solve tickets

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How many times someone searches for something in Elev.io and there is no article available