Metrics for measuring Service Portal user engagement

[ElizaDC]

As we draw near deploying Service Portal within our organization, our team is trying to come up with metrics on how Service Portal has been accepted by our users and how engaged are they into utilizing the portal. Any metric suggestion and recommendation is much appreciated!

[ian_cox]

We typically look at number of users logged in.   Which pages they accessed to see what is popular.   Also their feedback and rating (five stars) related to a specific page. Another good one to work on is a deflection metric.   ie how many incidents are you deflecting through service catalog items, knowledge base or community.

[ElizaDC]

Thanks Ian. How do you call these metrics and may we know how you do it? Appreciate your response.

[Erich Zirnhelt · Accepted solution]

Hi Eliza,

the metrics are not available in the product, so we built the logic and data model ourselves.

Basically, certain events, like chosen clicks, pageloads and searches, write to a tracking table we defined. We've embedded the capture code into all the pages and widgets we need to track.

The records we write include such data as:

• Session ID - so we can tie all the events to the same session
• User ID - so we can count unique users, or dot-walk to user-related data
• Browser/OS - for understanding our users' technology
• Current/Previous page - for understanding user paths
• Record Count - since the writes occur asynchronously, we can't always rely on the timestamps to determine the order in which things happen - this incrementing counter lets us order the steps correctly
• Other data like search strings, the nature of items that were clicked (e.g., they refer to content off the instance)

We havent yet fully exploited all the data we are capturing, but Ian did list some of the ways we are.

Let us know if you want to know anything else!

[Michael QCKM]

"the metrics are not available in the product," Any idea why not, or when they will be? The Service Portal was rolled out to allow for Self Help Knowledge Search, Catalog ordering, etc. How are we to measure whether that's working or not?  The sp_log is unwieldy.

Measuring Self Help success is critical to adoption and improvement.