Releases tagged: reporting

Chris Duell September 7th, 2018

Update: August Updates

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!

Editor 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

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:

HTML mode




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


New Features

  • User feedback form in KB

  • Reporting exports

  • New base editor

  • ​Smart Group Access Control for Content

Updates

  • Debug data added to custom form webhook

Chris Duell August 6th, 2018

Update: New combined search report

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.


New Features

  • Search hit rate report

  • Combined "Searches with results" and "Searches without results" into a single report

Chris Duell March 16th, 2018

Update: March Updates

Reporting & Hub cards now available within the editor

To make it easier to see how much attention an article is getting while you're editing it, as well as if there's any open Hub cards for the article, there are now two new tabs in the right pane of the article editor.

Hub: Will show you an open cards, so you can quickly make the changes you know are necessary in one go, without having to jump back and forth, or make multiple back to back edits.

Reporting: This shows you two charts with the article views for the last 30 days, along with the upvote / downvotes. A table of the breakdown of where this article is being viewed the most is also displayed, to help show you the context in which the article is most viewed.

New formatting fields for custom form

To help break up and explain longer custom forms, we've added in the ability to insert a heading, subheading, or a paragraph into your form. This is handy for when just displaying the fields isn't enough, and could use with a little more guidance to make sure your users fill in your form correctly.

File uploads for custom form

Along with the new formatting fields, you can now add file upload fields to your forms.


New Features

  • Added formatting fields for custom form

  • Upload file field for custom form

  • Showing reporting numbers inside the editor

  • Show hub cards in the editor

Bugfixes

  • Fixed issue with KB interlinks activating twice

  • Fixed scrolling issue on long articles

  • Fixed iOS input field issues