May 2024 Meetups

May 2: Coffee Hour with Sharon - Dashboard Reporting 

Highlights:

• Danielle Duffy from Hudson Valley Credit Union, Kalyn Howard from Westerra, Clint Rodenfels from ResMed, and Deena Cardinal from CareOregon shared how they currently deliver metrics and analytics to leadership, with a focus on showing value and success rather than just raw numbers.
• Common metrics discussed included page views, user activity, search insights, content aging, and linking these to business outcomes like reduced error rates (discussed by Danielle Duffy), increased efficiency, and customer satisfaction.
• For internal-only knowledge bases, proving value is more challenging as typical public-facing metrics don't apply. Partnerships with other teams like quality assurance and tying knowledge gaps to errors was a popular approach (highlighted by Danielle Duffy and Kalyn Howard).
• Filtering reports by user groups, top content, and other segments was discussed by Rachel from Verizon Connect to gain deeper insights into content performance and user behavior.
• The idea of content auditing processes like conditional last-reviewed dates was explored by Jackie Pines to better track when content truly needs updates.
• Integration with internal analytics tools like Power BI was brought up by Danielle Duffy to consolidate reporting and provide more flexibility in analyzing the data.
• The new Analytics API from Expert was highlighted by Jackie Pines as a way to feed knowledge metrics directly into internal data platforms.
• Change management processes like update listing pages with edit summaries were shared by Danielle and Rachel as ways to increase transparency around content changes for end-users.
• The discussion provided a variety of approaches Expert customers are using or considering to better leverage knowledge metrics to demonstrate value, identify improvement areas, and increase user engagement.

May 9: LibreTexts: Open Education Resources Powered by CXone Mpower Expert APIs

Highlights:
 

• Delmar provided an overview of the LibreTexts project, its mission to provide an alternative to commercial publishers, and the importance of having a curated, updatable platform for open educational resources.
• He demonstrated several tools built using CXone Mpower Expert APIs, including:

The Commons/Conductor for cataloging and managing textbook resources

The OER Remixer for remixing and creating custom textbooks by combining existing content

The Polyglot Engine for machine translating content into other languages like Spanish

The API Dashboard for global find-and-replace operations across content

An auto-attribution system for properly crediting remixed content

• The audience was highly impressed by the possibilities enabled by leveraging the CXone Mpower Expert APIs, with some expressing their minds were "blown" and wanting to explore these capabilities further.
• Specific audience questions addressed separate English/Spanish sites, translation limitations, and handling regulatory/domain-specific terminology.
• Delmar emphasized the collaborative, community-driven nature of the project and the importance of open licensing compliance facilitated by their tools.
• He offered to share code from their GitHub repositories and provide his contact information for further discussions.
• The presentation successfully showcased how LibreTexts has extensively utilized the CXone Mpower Expert APIs to build powerful tooling and workflows around open educational resources.

Find the slide deck to this presentation here.  

LibreTexts GitHub Repository here. 

May 16: Thinking Outside the Box: How a Canadian non-profit recycling organization uses CXone Mpower Expert

Mike Terry, Senior Manager for Learning and Development for Circular Materials, provided a very detailed walkthrough of how they have pushed the capabilities of CXone Mpower Expert to meet the complex knowledge management requirements of their multi-stakeholder business model. Their innovative use of Expert's features like permissions, variables, templates and web development stood out.

Here are some key highlights:

• They use single sign-on and user groups extensively to control access and permissions to specific content for different user types like employees, producers, service providers etc.
• They create custom "conditional global variables" using Dekiscript to dynamically show company names, emails etc. based on the logged in user's group.
• They built a custom "Producer Guide" page with accordions, embedded documents/videos, and an interactive materials tool using web development.
• They use content reuse and sub-pages to centralize document repositories with controlled access permissions.
• They make heavy use of templates, CSS, and Dekiscript to customize the UI/UX experience like hiding table of contents, formatting buttons etc.
• They have detailed processes to test and validate the visibility of content for each user group.
• They leverage features like inserting conditional content blocks with custom text for different user groups within the same page.

May 23: Expert Product Team New Releases & Product Roadmap

Here are the key highlights from the Expert Product Team's meetup on new releases and product roadmap:

New Releases in the First Half of 2024:

• Custom dictionary for instant translation to exclude product names, etc. from translation
• Search recommendations migrated from Control Panel to Dashboard
• Enhancements to Traffic Insights report for better clarity
• Schedule Publish capability for scheduling page publishes
• Analytics API for accessing report data
• Generative Search capabilities with Kernels supporting knowledge in Autopilot/Copilot
• Enhancements to import/export with filtering capabilities

Planned for the Second Half of 2024:

• Generative Search with personalized responses using Kernels
• Further Kernels enhancements for images, code snippets, etc.
• Generative response reporting
• Kernels reporting
• JWT token provisioning improvements
• Instant translation reporting
• Content importing tools for easier bulk imports

Key Feedback/Requests:

• Archiving/scheduling content removal capabilities
• Improving searchability of deleted/archived content
• Enhancements to content reuse reporting
• Handling reusable content in exports properly

The meetup provided insights into Expert's product vision centered around effortless knowledge retrieval/discovery, with a major focus on generative AI capabilities in 2024 and 2025.