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MindTouch Success Center

Best Practice: Successfully Use MindTouch Reports (TCS)

Written by James Valent
Director of Support at MindTouch


Understand how to successfully utilize MindTouch reports to maximize the usage and efficiency of your documentation community. This article is most relevant for subject matter experts, content managers and site owners.
 

Why Should I Use MindTouch Reports?

MindTouch Reports allows administrators to understand how and why their community is thriving, while also providing details into areas of improvement. 

Your MindTouch site is your customer's main point of help before contacting your support team. Understanding how your customers are obtaining help, as well as if they are successful or struggling, is crucial to maximizing your Support team's ticket deflection. MindTouch Reports gives administrators that insight.

What Do Reports Look Like?

Reports include both graphical and detailed information for specific targeted areas of interest. In addition, reports can be focused within a specific date range for a more granular understanding.

Site activity.png

Usage

MindTouch Reports are only available for Pro Members with an Admin role.

Site Activity

The first report you will see is our Site Activity report. This report provides a general overview of how your community has grown over time and includes a graphical representation of:

  • how many users exist within your system
  • how many pages were created on a specific date
  • how many pages were edited on a specific date
  • how many pages were deleted on a specific date

Site activity.png

 

By default this report shows data for the last 14 days, though you can easily change the drop-down to as far back as 60 days and then click Set days.

Community Scoring

The Community Scoring tab will first provide you with a graph showing your community scoring for pages throughout your site. This full report can be optionally downloaded as a CSV for offline mining. In addition, this can also be narrowed down based on search queries. Looking to search for content rated in a specific area as well as those containing a specific tag? Extend the search field by using advanced search operators.

Community Scoring.png


From there you scroll down to review details based on page ratings. Full page details included in this report are:

  • Page title
  • Tags on a page
  • Page rating
  • Total number of community scoring votes
  • Last edited date
  • Total number of page views
  • Total number of page edits
  • Total number of comments on the page

Community Scoring 2.png
 

How Do I Use This Successfully?

  1. Sort by the highest rated pages
    • ​​The highest rated pages within your site should be featured within your marketing channels, and regularly promoted by your support agents
  2. Sort by the lowest rated pages​

Content Aging

The Content Aging tab will first provide you with a graph showing pages based on their last edited date (or age) for pages throughout your site. This full report can be optionally downloaded as a CSV for offline mining. In addition, this can also be narrowed down based on search queries.

Content Aging.png
 

Like Community Scoring, this report also provides full page details including:

  • Page title
  • Tags on a page
  • Page rating
  • Total number of community scoring votes
  • Last edited date
  • Total number of page views
  • Total number of page edits
  • Total number of comments on the page

Content Aging 2.png
 

How Do I Use This Successfully?

  • Sort by the oldest edited content

Search

The Search report will provide a search cloud providing a visual indicator of which queries are most often used. You can then filter down queries containing a specific term. By default, the reporting date range is set between 30 days ago to today, though you can easily update the range and click Set range for better focusing.

Search.png

 

At the bottom of the report, you can see a list of search queries ordered by highest number of hits (or searches). The Top clicked result is the page which users are most often navigating to after searching for the Search query.
 

How Do I Use This Successfully?

  • Verify if the Top clicked result is valid for the search query users are utilizing.

Usage

The Usage reports provide insight into how your site's success is impacting your licensed HelpRequests. Depending on your MindTouch license, you will have a different quota of HelpRequests assigned to your site.

Usage.png

What's Next

Learn more about adding search recommendations to maximize your site's search results. Be sure to familiarize yourself with community engagement through page rating as well!

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