Quick Data References and Job Aids

Top reports

Below are the reports most commonly used that should answer most content owners' questions. The full list of reports in on the SkyEye home page (http://aka.ms/skyeye). The list below also provides direct links to each of those top reports. This list is a subset of what is on the home page:

Report Description Direct Link
SkyEye Search This should answer many of your data questions on content. In the search box enter an article URL, author, product or service name and it will present you with a summary for that item. Faceted filters are available to filter down in typical search fashion. http://aka.ms/skyeye/search
SkyRay (in page) Basic information about the current page including visits, verbatims, search phrase. It installs a Chrome add-on, allowing you to use from any documentation page, to provide basic stats on that page. http://aka.ms/skyeye/skyray
Manager report Enter the alias of a manager or IC and click on Org rollup or Author rollup. The totals displayed are clickable all the way down to individual authors and topics needing attention. http://aka.ms/skyeye/who?alias=jeffsand
Author report Enter the alias of an author. Clicking "More details" opens a summary report including expandable to-do lists for the author (e.g. click “Unanswered LiveFyre”). http://aka.ms/skyeye/search?q=yurid
Product/service report Enter the name of a service/product (or select from left in the faceted search filters if you start with *). Clicking More details opens the scorecard for that area and similarly the to-do lists can be expanded from there for the entire service. http://aka.ms/skyeye/search?q=DocumentDB
Site report Enter the name of a site (or select from left in the faceted search filters if you start with *). This shows the breakdown by service/product on key stats. http://aka.ms/skyeye/search?q=docs.microsoft.com
Docs (PowerBI) Power BI reports for everything about docs.microsoft.com. Including common metrics and Google search keyword, PDF download, in-site search. http://aka.ms/skyeye/docs
Product Feedback (PowerBI) This report shows the product feedback data. This is filterable by product and service, and includes data from Azure portal, Net Promotor Score, Google Play Store and Apple App Store. http://aka.ms/skyeye/productfeedback
Pull Requests (PowerBI) This is a Power BI report that show the health of Git pull requests. It includes stats like average active days, distinct users and total number of open requests. http://aka.ms/skyeye/pr
Social (PowerBI) Power BI reports for community post about Docs articles, including StackOverflow and Twitter. http://aka.ms/skyeyesocial
Topics (PowerBI) Those reports show data aggregated at the topic level including visits, ratings, verbatims. The list of topics is filterable by author, manager, product, service, workload etc. http://aka.ms/skyeye/topics/services

Checklist to maintain healthy content

The best practice to maintain healthy content is to check and revise your article periodically, at least every 3 months. When you revise your article do update the ms.date value in GitHub since this is the new date shown to the end users. Customers appreciate and do look at the revision date based on what we seen and heard in the past.

Typically articles left unrevised see an average drop in customer sat of 2% per month. In other words a 12 months stale article on average has a customer sat 24% lower than a similar article that has been revised.

To see at a glance the freshness of your articles you can use the SkyEye Freshness PowerBI report. This report allows you to filter down the articles by author, product, service and other filters and the table in the middle of the report alows you to sort as needed and see the articles by freshness.

The items below provide a checklist to use on an ongoing basis, to ensure the article is fully reviewed and fresh:

What to check How to find the data needed
1 Do I have open pull requests? You can use this report to see if you have open Pull Requests for your articles
2 Do I have unanswered LiveFyre comments? You can use this report to see if you have any unanswered LiveFyre comments for your articles.
3 Do I have ‘actionable’ verbatims that are not yet fixed? You can use this report to see all the verbatims for your articles. You can filter by verbatims category and follow up on the comments.
4 Do I have popular (highly viewed) articles that I haven’t revised in a while? You can use this report to view the articles that have high traffic but getting into stale/abandoned state.
5 Have I reviewed my top and bottom rated articles? You can use this report to view the top and bottom helpful articles.
6 Have I reviewed my broken links report? You can use this report to view the broken links articles.
7 Have I reviewed my Acrolinx report? You can use this report to access the Acrolinx report. How Acrolinx score is calculated: https://support.acrolinx.com/hc/en-us/articles/204251822-Configuring-How-Acrolinx-Scores-Are-Calculated
8 Have I checked for completeness of metadata? You can use MetaCop to check/validate your article metadata.
9 What is social media saying about my articles? You can access the StackOverflow and Twitter data that refer to Docs articles in this report.
10 How are my experiments performing? You can view different metrics about ongoing experiment in this report.
11 Have there been product/service changes, requiring article updates? Ensure a thorough review of is done for articles that may be impacted by product/service changes. Review all text to make sure it accurately reflects changes to the product (ie: descriptions, steps in lists, etc.), as well as artwork such as screen shots and embedded video. A best practice would be to time the release of the content updates simultaneously with the corresponding product/service release, rather than wait for the content to exceed freshness metrics.

Common metrics

Here is the cheat sheet showing what report contains what common metrics and a direct link to the respective report:

Metric Scorecard MasterReport TopicsReport Search SkyRay PowerBI
Customer Satisfaction CSAT x x x x x x
Freshness o o o o
Search CTR x x
Traffic Page View Count + + + +
Unique Visitors + + + + + +
Community Disqus/LiveFyre Answered Rate % x x x
Pull Request x x x
Customer Verbatim x x x

o Metadata
x Other

Typical drivers of dissatisfaction with my content

The table below shows the typical actions you can take to improve the customer sat on a given article:

Article Issue Description
Incomplete or Inaccurate article The article contains missing or incorrect information. This is normally reflected by customer verbatim or LiveFyre post.
Need Example or Bad example The article contains missing or incorrect examples. This is normally reflected by customer verbatim or LiveFyre post.
Broken links The article is broken (404 error) or contains broken links. The SkyEye search has a filter to find such articles.
Localization issue The article is not translated properly or only have English version. Shows usually in verbatims.
Unfresh article If the article is unfresh (stale), the customers will less likely trusting the article information. Updating the ms.date will shows the customer wwhen is the last time the author verified the article is up to date and matching the latest version of the shipped product or service. Customers do appreciate and look at the revision date to understand how up to date is the article.
Product Experience Customers run into product issue/error or functionality of the product is not working/missing while following the article. This is normally reflected by customer verbatim or LiveFyre post.