KM Team Metrics by

Survey of trainees

lorrieb — 2024-07-10 13:00:04 UTC

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.

Word Count/Page Count

lorrieb — 2024-07-10 13:02:18 UTC

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.

Readability Score

lorrieb — 2024-07-10 13:22:31 UTC

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!

Page/Article Views

lorrieb — 2024-07-10 13:24:31 UTC

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.

Thumbs Up/Thumbs Down

lorrieb — 2024-07-10 13:25:48 UTC

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.

"Confidence" Rating of Team

lorrieb — 2024-07-10 13:26:46 UTC

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

Ticket Solve Time

lorrieb — 2024-07-10 13:27:11 UTC

How long to solve tickets

Thumbs Up/Down

lorrieb — 2024-07-10 13:28:06 UTC

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

Metrics in Academy/Online Help??

lorrieb — 2024-07-10 13:28:36 UTC

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

Elev.io Search Hit Rate

lorrieb — 2024-07-10 13:30:01 UTC

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

Zendesk Guide Search Hit Rate

lorrieb — 2024-07-10 13:30:37 UTC

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

Reduction in Product Q questions

lorrieb — 2024-07-10 14:14:59 UTC

Number of minutes of video published

lorrieb — 2024-07-15 13:12:25 UTC

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

Elev.io Search Hit Rate

lorrieb — 2024-07-15 15:14:25 UTC

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