Reviewing your performance metrics is a perfect time to reflect on the work you are doing today in Responsive and review steps you can take to continue progress towards your business goals and identify opportunities to improve your overall performance and desired results.
We are here to help break things down so you can better understand your performance metrics.
Let’s go section by section using these examples:
Highlighted Metrics
- Content Utilization - percentage of content from the Library that has been used across projects. This includes Q&A pairs, documents, sections, and catalogs.
- Projects Created - number of projects created in a period
- Questions Answered - number of questions within a project that were answered in a period compared to a past period
Platform Performance
- Average Questions Answered per Month - average number of questions answered in a month. Note this differs from the metric above for “Questions Answered” which measures the total answered in the time period, not in a month.
- Minutes per Question - calculated by determining the total number of minutes in a project divided by total questions answered
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Answer Efficiency
- AI-Assisted Answers - AI was used to generate or modify an answer in a project (ex. AI Assistant and AI Draft)
- Library Answers - auto-respond or the answer library is used to answer a question in a project
- Manual Answers - a question was answered manually by not using AI or Answer Library
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Content Library Health
- Redundant (Duplicated) Information - Q&A pairs and documents that are identical
- Content Tagged - percentage of content that has at least one tag applied
- Academy Resource: Content Library Tags - share tagging best practices, governance guidance, and examples for consistent taxonomy usage.
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The review also measures your current metrics against the industry average. This is based on our internal metrics for organizations using Responsive in the same industry classification as your business.
We’ve also added trend indicators (see the up and down arrows under Previous Period and Against Average Industry) to compare your performance in previous reporting periods when it is available.
Stay tuned for our next update, where we’ll break down these metrics even more, including identifying actions to make your metrics shine even more.
✏️We want to hear from you! How useful did you find this post and the metrics presented in your reporting? Provide your feedback so we can continue improving your reviews.
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We're also looking for volunteers to speak directly with our Customer Success team to build a performance metric report that suits your needs. Email your CSM or the Customer Success team.
