Support/MetricsDashboardPRD/Metrics

I'm hoping to divide the metrics dashboard into sections that are individually expandable or tabbed.

Here are all the sections. You'll note that some metrics are in more than one section -- this should be easy to do (I hope!).

Overview

• Total pagehits (traffic) (Om)
• Number of new forum threads (Tiki)
• Number of new live chats (Tiki)
• Number of new KB articles (Tiki)
• Number of active contributors (Calculated from other metrics)
• Number of new contributors (ditto)
• CSAT scores for KB, Forums, Livechat (or a combined score if possible)

Knowledge base (All tiki queries)

• Number of modified articles
• Number of new articles
• Number of active KB contributors
• Number of new KB contributors
• % of votes that say articles are helpful
• % of votes that say articles are easy to understand
• CSAT score (and # votes)

Forums (All tiki queries)

• New forum threads
• Number of replies by contributors (total)
• Number of threads in each status category (after 1 week)
• Number of threads with no replies for over 1 week
• Number of active contributors
• Number of new contributors
• CSAT score + num votes

Live Chat Many of these aren't done with queries so there will be some work with zzxc here.

• New chat requests
• Number of active contributors
• Number of new contributors
• % chats answered
• % chats solved
• % chats to follow up on
• Number of hours open
• CSAT score + num votes

Traffic and usage All of these come from Omniture unless otherwise noted

• Total pages hits
• Number of (unique?) visitors
• Start page # entries and bounce rate
• Inproduct start page # entries and bounce rate
• Number of searches
• Number of people who go to Ask a question from a KB article, from a search results page, directly.
• Number of people who go to Ask a question and then go to forums, live chat.
• Top search terms (from search plugin ideally)

KB article metrics -- This will ideally be ALL of the KB articles with metrics for each. If this is too hard to do, we should store the data and present the bolded metrics as a top-5 articles per category.

• Number of page hits (Om)
• Number of search-hits (Om)
• Number of front page hits/inproduct front page hits (Om)
• Time spent on page (should be on Om)
• Was this helpful votes and % (Tiki)
• Was this understandable votes and % (Tiki)
• CSAT score and vote count (Tiki)
• Calculated score
• Calculated helpfulness

Locale-based metrics -- Store data for all locales, present only 5 for each.

• Rank of locales by activity
• Rank of locales by completeness
• Rank of locales by number of visitors (Om)