Reporting Updates

Export reporting data

You asked, we listened.

For any report in your account, you can now download the raw data for the chart of table data. Just click on the export button beside any chart or table like in the image below.

We'll supply the data in a single CSV file that you can then use as you see fit for your own purposes.

KB feedback added to answers report

Previously, you could allow your users to leave feedback on your content when viewed via the Assistant. Now, you can let them leave feedback if they're viewing the content via your main knowledge base. 

Of course, it makes sense that you can also see this feedback via the reporting, so we added that too.

New base editor, now with tables!

In another case of "you asked for it, you got it", we spent a lot of going through all the feedback that has been provided on our editor environment to find out what the most important or annoying things were. In the end, we decided to part ways with the editor that we'd used in the past, to opt for something that we would have more freedom with and get you what you needed.

As a quick peek at what's available, just look at all the buttons on the new toolbar!

The most requested feature (and most annoying thing to have missing) was to add support for managing tables. 

We're stoked to say this new editor has full table support

Pretty close behind that, was allowing better access to edit the underlying HTML of an article so you have full control (no more ugly HTML blocks), we even made it nicely colored for you:

So if you haven't already, go an edit an article to check out the new editor and get a feel for it and all it brings.

Debug data added to custom form webhook

To help give you everything you need to help your uses when they submit any custom form you have setup, previously we allowed you to send through debug information if the form was sent to an email address.

Now, we also allow you to have that same debug information sent to you if you're using a webhook as your form destination.

You can checkout the format of the webhook data so you can use the new debug information here: https://docs.elevio.help/en/articles/81641-custom-form-webhooks

Smart Group Access Control for Content

Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant. You can now use those same Smart Groups to easily manage access to your content.

More details on this can be found here: https://elevio.releasenotes.io/release/90qne-smart-group-access-control-for-content

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Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant.

You can now use those same Smart Groups to easily manage access to your content.

While you could already control who could view what content, you needed to set this up again and again for each of the categories or articles you wanted to lock down. This would quickly become a pain if you wanted to change that access control in a number of places later on.

Now, you can create a single Smart Group and assign it to as many articles, categories, or modules you like. When you want to change how the access control works, you'll only need to change it in one place and it will be reflected everywhere!

To migrate your article access control over to use Smart Groups, simply head to the migration page here: 

https://app.elev.io/segmentation/migrate

Previously, we had two separate reports for searches. One that showed when searches had results, and another for when the searches had no results.

One chart, 3 metrics

This update combines those two reports into a single report so you can get a clearer high-level picture of what people are searching for, whether the search was successful (shown in green) or not (shown in amber). This helps to show you the hit-rate (the grey line, showing the percentage of searches that were successful), to give you an idea of how thorough your documentation is, and your level of coverage.

Ideally, you want to aim to keep your hit rate above 90% to increase your coverage and keep your users encouraged that the help they need to self-serve is available.

Here's a snapshot of our own search results:

Filter to find the gaps

At an 89% hit rate, we're falling short of the 90% goal... looks like we've got some work to do. So we can filter the results table that sits below the chart, to show us only search misses (searches that had no results) to help increase our coverage. 

While there are some obvious test searches in there from people, we can see that there have been some searches for "glossary", "tour", "manuall", so we can use those as starting points for some new help content to improve our coverage.

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GateKeeper

We released a more powerful way to help your users solve their own questions, and reduce your support load. Codenamed GateKeeper, it's available for all customers using the support module.

This was a large enough update to receive it's own release notes, which you can dive into here: https://elevio.releasenotes.io/release/40sDx-gatekeeper-for-ticket-deflection 

New layout

Another major update for this month that warranted its own release notes, was the redesign of our main layout to be much cleaner, easier on the eye, and easier to navigate. It also came with two new sections on the dashboard to improve clarity and speed in getting where you need to go, and seeing what's going on with your account.

https://elevio.releasenotes.io/release/YPbjJ-new-layout-dashboard-sections 

Smart Groups

Added regular expression support for rules

Smart Groups are a way for you to define segments of users, so you can control what modules they have access to (soon this will also be used for article access control).

When creating a rule for a smart group, from the list of comparators, there's a new option for " matches ". If you select this option, you can enter in a regular expression to match on. 

Content dashboard updates

To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):

Bulk publish &  Delete

To help in quickly releasing or removing a set of content in one go, you can now check a box for each row, and click on the bulk actions, Publish or Delete.

Move a category to sit under another category

Previously, wherever you created the category... that's where it stayed. Now, you can move any top level category to sit below another top-level category, or, move a sub-category to belong under a different top-level category to the one it's currently under.

Quick article preview from content dashboard

Rather than needing to open an article within the editor, now you can quickly peek at it to make sure it's the article you're thinking of first, or just to get a refresher of what's in that article.

This is available from the content dashboard now and will be getting rolled out to the reporting tables shortly.

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Today we fully released our new backend layout that aims to be easier on the eye, but more importantly, be easier to use.

Thanks to the early feedback from companies that switched to the new theme early, we were able to also add in a few new features.

All new layout

The main difference in the layout that you'll notice, is that the top blue menu is gone, and replaced with a more subtle left navigation with a popout submenu. A number of internal pages have also had a facelift to bring them in line with the new overall

We love it, and hope you do too! 

Here's a quick rundown of what's new:

Reorganised menu structure

As time went on and our feature set grew, we were finding the main menu structure becoming confusing and lacking in a logical structure. So we thought long and hard about where things belonged and reworked the menu into what you see now. We think you'll agree, that things are much easier to find now.

We've grouped the main menu into the following top-level items:

• Content
• Team Hub
• Deliver
  • This covers everything to do with how you present your content to your users. This covers the Assistant, hosted knowledge base, embedded elements, adding hotspots &  helpers.
• Reporting
• Quick Add
• Help
• Setup
• Account

Recently updated content on the dashboard

To help you pick up where you left off, or keep an eye on what the rest of the team is working on at a glance, we've added in a section to the dashboard that shows you the most recently updated 10 articles, and their current status. You can also see who is the owner of that article.

Your latest hub cards on the dashboard

To keep on top of things, we're also now showing not just a count, but the actual latest 10 cards. With the ability to hover over any card and peek inside to see what it involves. You can also see who the card is currently assigned to.

Any issues or errors, will be shown at the top of the list, so you can act on those first.

Quick-add Menu

In the left nav, there's now a new menu for quick access to adding content, categories, helpers, and hub cards.

This is a great way for you to quickly get to the create screen for anything, no matter where you are.

Show & Hide the active submenu

Sometimes it helps to have the submenu for the section you're in be always open, sometimes... it gets in your way. So we've added a quick toggle to let you control the behaviour.

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At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help. 

That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.

Less Support Load.
Faster Resolutions.
Happier Customers.

When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.

It's like having someone on your support team respond to the customer before the ticket is even submitted.

Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%. 
(This will be dependant on the depth and breadth of your content.)

Deflection Reporting

To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.

This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.

Check out a sample report from our own account below:

In a much-anticipated release, you can now create helpers & hotspots on your site that will disappear after your user has viewed them. This is perfect for onboarding new users, or bringing attention to something new that you've just released, then removing that helper to keep your interface clean.

This coincides with an interface update to the visualizer and the main helpers admin area to streamline the flow of creating helpers for your site.

Adding a single use helper

When creating your helper, you'll be given the option of when to show this helper, you can choose to show it "once per user" (in which case it will show for the user until they view it, then it will be hidden) or "permanently".

Or start using them now, at https://app.elev.io/helpers/

Sometimes if there's a lot going on, it's easy for the hub to get overwhelming. So we're starting a process of allowing you to further filter down what is shown, to help you more easily manage your workload, and the workload of your team.

The first available filter, is to show only the cards that are assigned to a specific user, which you can see below:

In a major update to allow more control over the visibility of your content, we're introducing the concept of Published vs Unpublished content (Draft).

This will allow you to safely create and manage content that remains hidden from your user base until you're ready for its full release, or, be able to take an article offline if it's deemed no longer worthy of public view until you can repair it.

To help with showing the state of an article, when editing your content you'll now see two distinct labels, status, and viewing.

Status

Draft: If the status of the article is Draft, this means that no matter what, this article is not visible to your end users via the Assistant, the hosted KB, or anywhere else.

Published:  If the status is Published, this meant that it is available for reading (pending any access control you have setup).

Viewing

Revision In Progress:  This means that you're currently looking at the very latest version of the article, along with any updates that have been made to it that aren't yet made public to your audience. As soon as you make an edit to an article, it will switch to this state.

Last Published: This means that what you're currently viewing in the editor, is the version that your customers have access to (assuming the status is "published").

 

Publishing Content

If your content is in Draft mode, to get it into the hands of your users you'll need to publish it, which is as simple as hitting the green Publish button.

Publishing changes to an existing article

In much the same way, if your article is already public and you've made changes to it, you can hit the green Publish button to push your updates to be the latest version and available to your users.

Unpublishing Content

If you need to unpublish content, and move it back into draft mode, you can do so by hovering over the "..." beside the Publish button to display the secondary menu, and select the "Unpublish" option.

Comparing the current revision against the latest version

If you need to compare the work you're currently doing against the original, to make sure that you're actually making an improvement and not making this worse, you can quickly toggle the view to show your revision, or the last published version.

Filtering content by publish status

When viewing your content dashboard, to make it easier to see what still needs to be approved for release, you can filter your content based on its publish status. 

If you combine this with filtering by content that has revisions, you can easily see what content is a work in progress, and bulk publish that content when it's ready right from the content dashboard.

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This is the biggest update to the Hub since its public release back in February, we've got more on its way but if there's something specific you'd like to see, let us know.

Attach an article to a Hub card

As a much-requested update, you can now manually create a new card for your team, and attach a specific article to it for reference. 

This helps to streamline the process of improving your content over time by quickly flagging an article for an update, or by connecting an existing hub card to an article that you're working on to resolve the issue that's come up.

Layout improvements:

We've also rethought the layout of the screen to make your experience with the Hub more fluid and natural.

• Better visibility on which card in the list is currently active
• Moved the quick actions for a card to the top of the page, increasing the width of the main card activity area
• Added quick reply button for feedback cards, making it easy for you to quickly respond to the feedback submitted
• Cleaned up the card breakdown, making it easier to consume the card at a glance
• Improved the information shown to see the current type &  state of the card