User Feedback Reporting/Tracking
considering
K
Kristen Snow
The NACS KM team would like to request new dashboards. We are trying to reclaim as much capacity as possible going into 2025 by creating better efficiencies in our administrative processes, and to create more visibility into process changes for our Quality, Compliance, and Oversight tam.
Feedback Data: A dashboard that pulls data relating to Feedback sent directly through Inkling
Current State: As far as we are aware, there is no reporting on this, so we currently have to file manual tickets through Smartsheet when we work these. Our team is working on building a new Intake form, which will not capture these unless we continue to file our own tickets for them manually.
i. I did some calculations and learned we were spending 17-21 full work days filing tickets in Smartsheet in 2023-2024
ii. While not all of our tickets are from Inkling Feedback, a portion of them are factored into that time spent.
Proposed Future State: We would like to be able to see data around the following:
i. Total number of requests submitted through Inkling’s Feedback function during any given time period (current Tableau settings allow us flexibility on that, which we love)
ii. Status of Feedback items in Habitat: New, Reopened, In Progress, On Hold, Fixed, Resolved, Not Resolved – This will allow us to have a better understanding of our workload and pending items at a glance
iii. Submitter Name – This will allow us to report back to the businesses we support so they can factor into their performance reviews
iv. Page Name – This will allow us to determine which pages are updated most frequently and possibly find better ways to present/receive/share changes
Created by Jordyn D'Esposito
J
Josh Maccombs
Merged in a post:
Reports on how many comments were opened, fixed, etc in a book
M
Molly Nora
ServiceNow a QA team who reviews all their materials. Current process they put in a request with the team, QA picks up the request, gets access to our book, goes through the Inkling book, leaving comments on what needs to change and assigns it to the curriculum owner.
They would like to start reporting per book how many comments are made, types of comments (Formatting, grammar, etc), how many have been resolved, how many are open etc. These data points will now tie directly into their performance, and it will help us determine internally what areas they need to provide more guidance/training on. For example, if they find that we get the majority of errors on our formatting, then they can look at developing more internal training.
J
Josh Maccombs
Merged in a post:
Enhanced Feedback Dashboard
K
Kristen Snow
The feedback dashboard within Habitat is very very basic. I would love to see some of the following enhancements to improve our handling and authoring experience:
- Allow multi-selection paired with status update. When we are completing mass updates of system names, it's easiest to find+replace in the code for the whole page, and then resolve all the submitted feedback items for that page. Currently, we must do it one item at a time. This would save us time when there are hundreds of feedbacks submitted in an Inkdoc.
- Enable the ability to sort submitted feedback items across multiple Inkdocsby: date submitted, user who submitted, and the inkdoc page the feedback pertains to. This would empower us to complete updates in a more streamlined fashion and better prioritize our work across ~30 Inkdocs. (Currently, we can only view feedback for individual books, and the existing Search function seems to only include submitted text, not the user or page name or any other data)
- Ability to export a list of the feedback items (both open and closed) with full detail (date, user, page, etc)
N
Nicke Minder
If it doesn't already exist, it would be a helpful feature to be able to pull data on # of feedback requests a user within our library has submitted at the InkDoc level and overall. We often see the same users submitting feedback requests and some of these requests are asking to add or modify information that currently lives within the InkDoc already. Being able to pull this data would help us support leaders in coaching opportunities and reinforcing correct resource use within our call center.
J
Josh Maccombs
Merged in a post:
Ability to export feedback across all Inkdocs.
Kristen Gabriel
For an individual inkdoc this would be nice.
J
Josh Maccombs
Merged in a post:
User Feedback Reporting/Tracking
C
Chelsea Shea
As an author and admin in Habitat, I have to go into each individual Inkdoc to view end user feedback. Instead of viewing at an Inkdoc-by-Inkdoc basis, it would be great to have a report to view all current feedback to ensure it is being addressed.
Additionally, sometimes we have questions or want to provide an update to the learner who provided feedback. That is not possible today within the platform, other than updating the statuses. It would be a large benefit to reply to the learner directly without trying to contact them outside of Inkling to address the feedback. Or, to provide more specific updates outside of the statuses available today.
J
Josh Maccombs
Merged in a post:
Habitat Feedback
A
Aaron Hamer
I would like a view to see the oldest open feedback item within all the books that I own without having to go into each individual book.
C
Christina Favero
Additional Suggestion/Consideration: It would also be great to have reporting on how many pieces of feedback are Open, In Progress, and Closed per Inkdoc, as well as dates of when feedback items were closed.
C
Christina Favero
Additional Suggestion/Consideration: It would also be great to have reporting on how many pieces of feedback are Open, In Progress, and Closed per Inkdoc, as well as dates of when feedback items were closed.
Also suggest including In Progress/Resolved on the Habitat Dashboard to more easily ID feedback status.
J
Josh Maccombs
considering
J
Josh Maccombs
Merged in a post:
User Feedback Reporting/Tracking
P
Patty Bundi
As an Inkling Admin/Author, I am looking for the ability to track or "see" how many Reader User Feedback requests we’ve received from a rollup/reporting perspective (weekly, monthly, quarterly, etc). Used to track open/close rate for management and more.
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