Users of KCS - What dashboards have you created?

Chris Armstron1 · ‎07-01-2022

Hi All!

I wonder if anyone could share their ideas for different kinds of dashboards that you have found helpful for successful monitoring and actioning of KCS activities.

I was thinking perhaps a dashboard each type of role which shows them key stats which are relevent to their role.. But i'm very eager to hear any suggestions at all. Here are some thoughts i've had:

Coach dashboard: Could show the most newly created knowledge articles for them to review and complete AQIs against. Could contain the average AQI score for their area overall - so that they can see if their coaching is resulting in improvements in article quality.
Contributor dash: Could contain the top most used articles.
Publisher dash: Could show the top performing internal IT knowledge so that they can make sure this is shifted-out to the customer facing KB where possible.

Any ideas welcome!

Thank you,

Christopher

Carly6 · ‎07-05-2022

I've started building out a few for my team for the KM Coach, KM Champion & Knowledge Domain Experts (KDEs, which I think consortium now refers to as KDAs?) and still getting feedback from the team on what they find missing.

Upfront note: we're pretty customized in our KCS deployment, so some of the info I pull may not be out of box content in NOW.

KM Coach Dashboard has metrics for their coachees:

Overview tab:
- KBAs created (trending by month, stacked by author/release status/direct manager)
- KBAs improved (trending by month, stacked by editor/release status/direct manager)
- KBA attach rate to Cases by Coachee (trending monthly)
- Count of coachees by KCS license level
  - helps indicate potential for KCS level progression
- Average AQI for the year of Coachees
PAR / AQI tab:
- Pending AQI reviews
- Completed AQI reviews
- List of cases eligible for PAR
- Completed PAR surveys
- PAR: KCS Reuse Loss count
- PAR: KCS Capture Loss count
KM Group Lists (we have customized KM Groups to help with coach to coachee mapping and coach to champion mapping)
- List of coachees
- List of KM Champions for software portfolio
- List of KDEs for software portfolio

For KM Champions, it's similar to the KM Coach, but also metrics that show the completion rate of AQIs & PAR Surveys by the KM Coaches the support, so they can catch any issues with someone falling behind and may need additional support.

For KDEs, this one is a constant work in progress as my KDEs seem to have different needs each quarter:

KBA Overview
- KBA Creation rates monthly trend, stacked by Product Areas/Status
- KBA Improvement rates monthly trend, stacked by Product Areas/Status
- KBA Retirement rates monthly trend, stacked by Product Areas/Status
- Published KBAs retiring in next 30 days, stacked by Product Area
Known Issues (defects with development)
- Open Issues by Product Area that are not documented
- Open Issues by Product Area that are documented
- Documented Issues that have invalid expiration dates (based on product release cycle)
- Fixed Issues by Product Area
Case Volume
- Monthly Incoming volume by Product Area, trending weekly, stackable by Cases with attached KBAs
  - Focus on cases without attached KBAs to help identify knowledge gaps or issues with KCS process for that area
- How-to volume by Product Area, monthly, stackable by attached KBAs
  - Indicates easily deflectable volume for KDEs to focus on deflection activities

Unfortunately at this time have External View Counts & Feedback are separate from NOW, so we have a different dashboard with that info that's heavily utilized by the team. If we did have access to that via NOW, I'd say it's a "must have", in the KDE dashboard especially.

We're hoping to soon integrate this with NOW, so we have a better idea of the "customer journey" & engagement with our content.

I hope that's helpful! I'd definitely be interested to see what others are building as well.

Carly

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Carly6 · ‎07-05-2022