Analytics on what end-users are utilizing in the portal

Germaine_Overman

Is there anything like a website heatmap or other analytics that easily tell me what ROs and KB articles an end -user is using and how they are getting there?   For example are they searching?   Are they using Favorites?   Are they drilling down through the menu listing of Service Catalog > Service Offering > RO?      I  am being asked about this so we can offer continuous improvement on our portal and also identify if the KnowledgeBase is being utilized (so is it worth the time to provide the end user information)

Matt_Medley

Germaine_Overman said:

Is there anything like a website heatmap or other analytics that easily tell me what ROs and KB articles an end -user is using and how they are getting there?   For example are they searching?   Are they using Favorites?   Are they drilling down through the menu listing of Service Catalog > Service Offering > RO?      I  am being asked about this so we can offer continuous improvement on our portal and also identify if the KnowledgeBase is being utilized (so is it worth the time to provide the end user information)

Hey Germaine, at this time there isn't any type of out of box configuration for analytics with the portal. We do have the option of setting up a Services Engagement to do some custom configurations in your environment to display search frequency and which terms are being searched etc.. You may also be able to use Google Analytics to show metrics such as page views. If you're interested in learning more about the Services Engagement options, please email me directly: matt.medley@cireson.com 

Thank you,

Matt_Medley

Germaine_Overman said:

Is there anything like a website heatmap or other analytics that easily tell me what ROs and KB articles an end -user is using and how they are getting there?   For example are they searching?   Are they using Favorites?   Are they drilling down through the menu listing of Service Catalog > Service Offering > RO?      I  am being asked about this so we can offer continuous improvement on our portal and also identify if the KnowledgeBase is being utilized (so is it worth the time to provide the end user information)

Hey Germaine, at this time there isn't any type of out of box configuration for analytics with the portal. We do have the option of setting up a Services Engagement to do some custom configurations in your environment to display search frequency and which terms are being searched etc.. You may also be able to use Google Analytics to show metrics such as page views. If you're interested in learning more about the Services Engagement options, please email me directly: matt.medley@cireson.com 

Thank you,

Germaine_Overman

Thanks we are looking at a possible 3rd party solution.

Carol_Lee

Our Director is also asking similar questions. Who raises Incidents and Service Request the most? Who are our top 5 end users? Is this analytic feature available now in Sept 2020? Please advise.

Justin_Workman

@Carol_Lee - It would be possible to query this data in the portal. This query should get pretty close to what you're after:

SELECT 

TOP 5 

COUNT(1) AS 'NumberOfTickets', AffectedUser 

FROM WorkItem

GROUP BY AffectedUser

ORDER BY NumberOfTickets DESC

Then what it might look like in the portal:

Here's a link to an article on creating dashboard queries and charts:

https://kb.cireson.com/article/how-to-add-an-sql-chart-widget/1292

Carol_Lee

Thank you @Justin_Workman

May I know how to drill down the type of work item they created? Say create one chart for Service Requests, and one for Incidents. Please advise.

Thanks,

Carol

Carol_Lee

I like this one better, because some SRs have null Affected User.

SELECT 

TOP 5 

COUNT(1) AS 'NumberOfSRs', CreatedByUser 

FROM WorkItem

where WorkItemId like 'SR%'

GROUP BY CreatedByUser

ORDER BY NumberOfSRs DESC