Updates to the Docs Report (March, 2019)

With the introduction of Channel-based Reporting in Help Scout came some updates to the Docs Report. Most notably the donut charts you can see here were removed:

You may be asking yourself, "Why did they remove those charts?! I really need them." The truth is that we don't feel good about either the accuracy or the relevance of these metrics. In particular, the "Found an Answer" calculation needs work. Now that Docs has Article Ratings, we can put a lot more logic and intelligence around Answer Rate

The chart on the left, which is a breakdown of whether people Search or Browse, isn't very useful. If anything, this is a reflection of the design/UX of the site itself than it is useful or actionable information for your team. Whether someone searches or browses isn't important. What important is whether they found what they were looking for.

Back to the drawing board

We decided to go back to the drawing board with the Docs report, and come up with numbers that were a lot more informative and actionable. But the work isn't finished yet. So today's Docs Report looks like this, which some may understandably interpret as a downgrade:

The donut charts are gone, and have been replaced with a Visits chart. This measure is temporary while we finish some work that's much more exciting.

The "new and improved" version of the Docs report will bring back the pie/donut graphs, and introduce some fun new metrics and insights:

  • Answer Rate and Contact Rate - the logic behind Answer Rate is all-new and will be much more accurate, taking things like Article Ratings into account.
  • Time Saved - by leveraging other metrics along with Answers, we'll be able to tell you exactly how much time your team saved by delivering answers with self-service content.
  • New chart for Ratings - you'll be able to see how your content it performing via Ratings from customers
  • Separate Beacon/Docs site visit metrics - Instead of a combined "Visits" metric, we're going to calculate activity between Beacon and Docs Sites differently, expressing them as separate metrics.

We're excited to share this with you, and will be sure to let you know when it's ready. In the meantime, if you depend on the old Docs report and would like to use it, our support team is able to revert your account to the old reports. But this also means that you'll lose the new channel-based Email/Phone/Chat reports as well. You have to choose one or the other. Once the updated Docs report is available, we'll be retiring the old reports for good.

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