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Self-Service Report

Applies to:
MindTouch (current)
Role required:
Admin

Before the data for this report will populate, you will need to contact our Support team to turn it on and integrate tracking code on your support ticketing form.

The Self-Service report can help you understand how the content is performing in certain areas of the site. You can then use this information to make targeted improvements. 

Learn more about the Self-Service Report

Access Self-Service report

Navigate to Site tools > Dashboard > Customer Experience Reports > Self-Service.

self-service report

Report components

Export options 

All of the export options can be found in the Dashboard Actions menu
Dashboard actions menu.png

  • Download as:
    • PDF
    • CSV
  • Schedule Delivery (email reports right away or on a schedule)

Filters and Reload

  • Date
  • Group
  • User Type
  • Engagement Channel
  • Exclude Bot Traffic
  • Reload Reload.png
  • Show/hide filters Show:hide filters.png
  • Reset filters option (located in the Dashboard Actions menu)

Data

Self-Service Overview

Format: Tiles of Total Sessions, Total Tickets Initiated, Total Tickets Submitted, and Percent Self-Service

self-service report overview tiles

Interaction options:

  • Hover over a tile to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data

Self-Service Funnel

Format: Funnel chart of Total Sessions, Total Tickets Initiated, and Total Tickets Submitted

Interaction options:

  • Hover over chart to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data
  • Hover over any part of the funnel chart to see a details popup of specific value

    self-service funnel chart details

Ticket Submissions

Format: Doughnut chart of Submitted, Not Submitted

Interaction options:

  • Hover over chart to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data
  • Hover over any part of the doughnut chart to see a details popup of specific value
    self-service doughnut chart ticket submissions details

Tickets Initiated vs Submitted

Format: Stacked bar chart of Tickets Initiated, Tickets Submitted

Interaction options:

  • Hover over chart to show and click 3 dots menu for Download Data options
    Customer Experience Reports 3 Dots Download Data
  • Hover over any part of the bar chart to see a details popup of date and specific value
    self-service bar chart tickets initiated details

Filter tips

  • Auto-suggest: For Group and Engagement Channel filters, click into each filter field with is equal to (default) filter type selected to trigger the auto-suggest options before using other filter types.
  • A drop down arrow will appear when the auto-suggest options are available. 
    filter drop down menu.png
  • Filter field entries: Ensure selected filter field entries are accepted with grey background before clicking the reload button Reload.png. Filter field entries are case sensitive.

Self-service filter with selection.png

Considerations

  • The data for this report has been Data tracking for this report begins when it is activated. 
  • Depending on query size, data may take up to a minute to load. A spinning wheel indicator will appear until each data component loads and the cancel reload button Cancel reload.png will change to the reload button Reload.png when all components complete loading.
  • Data settling period: The data for the most recent previous day should be considered incomplete and will likely increase (usually by less than 1%) the following day.
  • The report times out after 1 hour of inactivity - refresh browser to reconnect or see 401 error troubleshooting
  • Report labels are not localized on non-English Expert sites
  • The report service, powered by Looker, has weekly maintenance hours when reports may be unavailable
    • Sunday and Wednesday: 4am-6am UTC (9pm-11pm Pacific)

 

 

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