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MindTouch Success Center

MindTouch reports overview

MindTouch reports deliver insight into the usage and efficiency of your documentation. MindTouch reports provide an opportunity to continuously monitor how your customers are using your site and provide actionable data to improve content and workflows.

Why use MindTouch reports?

  • Maximize ticket deflection. Your MindTouch site is your customer's main point of help before contacting your support team. Aside from optimizing your content strategy, 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.
  • Gather intelligence for strategic plan improvements. MindTouch reports give administrators the insight they need to contribute intelligence for strategic plan improvements. Reports include both graphical and detailed information for specific targeted areas of interest. In addition, reports can be focused in a specific date range for a more granular understanding.
  • Empower content strategists. With user behavior data, MindTouch provides insight for content strategists to rethink structure and content to best serve the customer.

Available reports

MindTouch provides reports for the following insights:

  • Site activity
  • Community scoring
  • Content aging
  • Search
  • Usage
     

MindTouch reports are only available for Pro members with an administrative role.

The site activity report

The site activity 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

By default, the report shows data for the last 14 days, although you can review data as far back as 60 days.

How do I use this report successfully?

Look for low or no activity. Healthy content  should be continuously improved for relevancy, accuracy and findability. Learn more about creating quality content by reading how to apply KCS methodology to  your content.

MindTouch Site Activity Report

The community scoring report

The community scoring report provides a graph showing how your users rated pages throughout your site. Results can be narrowed based on search queries or extended by using advanced search operators.

The report displays the following details based on page ratings:

  • Page titles (hyperlinks to the actual page)
  • Page tags
  • Page rating
  • Total votes
  • Last edited date
  • Total number of page views
  • Total number of page edits
How do I use this report successfully?

Sort by highest rated pages. The highest rated pages within your site should be featured within your marketing channels and regularly promoted by your support agents.

Sort by lowest rated pages. The lowest rated pages should be targeted in your documentation lifecycles to be updated. Be sure to cross-reference customer feedback on these pages by managing feedback in a knowledge queue.

MindTouch Community Scoring Report

The content aging report

The content aging report provides you with a graph showing pages that have been edited based on their last edited date (i.e., age) throughout your site. Results can be narrowed based on search queries or extended by using advanced search operators.

The report provides page details including:

  • Page title
  • Page tags
  • Page rating
  • Total votes
  • Last edited date
  • Total number of page views
  • Total number of page edits
How do I use this report successfully?

Sort by the oldest edited content and prioritize it in next content review cycles.

MindTouch Content Aging Report

The search report

The search report provides a visual cloud of search terms users entered most often. The search queries list is ordered by the most popular search term to least popular search and displays the search result clicked most often for the entered search term (Top clicked result).

The report can be filtered by specific term and is set between 30 days ago to today by default, though you can review data as far back as one year.

How do I use this successfully?

Verify search queries lead to a top clicked result. If the table does not show a Top clicked result for users' searches, either create search recommendations to ensure your users can find your content with the words they are using or create content if users are looking for content that has not yet been created.

The usage report

The usage report provides insight into how your site's success is impacting your licensed HelpRequests. Depending on your MindTouch license, you will have a different limit of HelpRequests assigned to your site. 

How do I use this report successfully?

Monitor your HelpRequest usage. If your actual usage exceeds your baseline licensed usage, congratulations! Your customers are vigorously self-serving. You may need to upgrade to a higher-level license.

Get more insights

Learn more about encouraging community engagement through page ratings.