2 Replies Latest reply on Jul 6, 2017 1:29 PM by aluciani

    Operational Reports

    aluciani

      Hi folks,

       

      If you had to produce a one page weekly/monthly operational summary report for you're management - what would you include in it?

        • Re: Operational Reports
          Caton Guilbault

          Depends on the purpose of the site. Our public instance is focused on providing information and a friendly place to have conversation with other customers. Welcome | T-Mobile Support

           

          This is the list I got as a starting point:

          • Site visits
          • Top 5/10 articles (based on visits)
          • SLA’s (Time to respond, Time to close)
          • Articles Pubished/Removed
          • Completed Projects
          • Backlogged Projects (and estimate of work hours needed)
          • Roadmap (what’s coming)

           

          I presented the final result here: Measurement Master Class

           

          At a high level here are the various sections of the report I deliver. Each section has a handful of KPIs that were selected to best represent what it feels like to be a user.

            

          SectionMeasure
          PerformanceCustomer Satisfaction (CSAT)
          Call Deflection percentage (Def%)
          On-Page Feedback
          ActivitySessions & Users
          Acquisition Channels
          EngagementUser Adoption
          Post & Thread Creation
          Threads viewed by T-Mobile Staff
          Items Moderated & Time to Moderation
          Time to T-Mobile Staff Response
          1 person found this helpful