Telling a story about your content with supporting metrics, customer comments and visualizations can be a powerful tool. By sharing the customer perspective on the product and content and how different topics are performing can help explain what work needs to be done and where your efforts have been successful. To present this information to your partners, it is always best to first define the story or idea you want to communicate. Formulating a clear objective or story will keep your search for the right data and visualizations targeted. Below is a general method to build a summary report to send in email. All the SkyEye reports can be found on the Skyeye landing page. Please explore the other reports not called out in these steps, you may find something which fits your story a bit better, such as the SkyEye funnel report which has pathing visualizations or the SkyeEye search report which has a wealth of information depending on your search (enter a service or product name for summary information, an alias for author specific information, or a topic http address).
A good starting place is the Skyeye - Pillar report. This report includes general summary information, top or bottom performers,as well as how up-to-date the documents are (we call this Freshness). You can collect great visualizations from the PowerBI report. As you click into the dashboard to the report, the tabs along the bottom will help you get to the information you need.
Keeping the customer central to your metric reporting is always the most impactful. Customer comments are found in Skyeye - RatingVerbatim report. This report has comments from multiple sources including LiveFyre, Disqus, from Docs.MS.com through the feedback control as well as comments which are directly from a product source.
A sample walkthrough
Open the Skyeye landing page in order to navigate to the report you need.
Open the Skyeye-pillar report
- Use the filters to narrow the report to your area, such as service = Active directory.
- On the Services:Trends tab there are several line charts which describe Customer Satisfaction (CSAT), Visitors, and Freshness by week.
Call out key points about the charts such as if CSAT (count of Helpful votes from the feedback on the site/ total votes) goes up or down in contrast to the other areas.
Customer comments are always a source of great information and add depth to your reporting.
- Open the Skyeye - RatingVerbatim report.
- Select your filters to narrow the results.
There are 4 tabs on this report which has direct customer feedback.
- Content Verbatim Detail - has comments from the docs.ms.com rating control where customers vote whether the page was helpful or not helpful.
- Content Disqus - has comments from Disqus threads such as on PowerApps.com A Disqus thread example.
- Content Livefyre - has comments from LiveFyre threads (a tool much like Disqus) on Docs.ms.com. A LiveFyre thread example.
Product Feedback - has comments from multiple product sources such as from the Azure portal, Flow.microsoft.com).
Always include something positive in your message.Highlight any high performing topics or those which show an upward trend. If you also are looking for a call to action for low performing topics you can find a filterable data grid in the Skyeye-pillar report.
Using the filter bar on the very far right in the black fly out menu, filter the center grid down to the top or bottom performers. For example, to look for topics where %Helpful is performing poorly use advance filtering to look at topics less than 0.5.
Hopefully this will give you some ideas to get started. For more ideas or help on your project you can always reach out to the APEX data science team at firstname.lastname@example.org.