Product Improvement is one of the key metrics on the KCS Dashboard. It is located in the upper right part of the Dashboard

The main metric displayed in this hexagon is the percentage of resolved requests for the last completed calendar month.

How Product Improvement Works and Its Statistics

The product team analyzes the articles to which the most requests are attached. By eliminating the root cause of such inquiries, their flow also decreases. Fewer requests are attached to the article describing the resolved incident, or they stop being attached altogether if the incident described in the article is exhausted. The set of statistics 'Product Improvement' helps to highlight existing weaknesses of the product, reduce the burden on customer support, and improve the quality of the supported product.

Clicking on the 'Product Improvement' hexagon will take you to a page with more detailed information:

We recommend reading the Reporting Settings article. The same article explains all the nuances of displaying the timeline inside each report.

Hovering over any column of the presented charts allows you to see its exact value:

Number of Requests per Client

IPU (Incident per Unit) is a bar chart showing the average number of requests coming from one client (an individual user) over the reporting period in dynamics. The vertical axis shows the number of requests, the horizontal axis shows the time scale, configurable in Reporting Settings. Each column of the chart shows the number of requests per client, calculated using the formula: the number of new requests in the period / the total number of clients existing in the system (they may have left requests in the period or not).

Percentage of Resolved Requests

This is a bar chart showing the dynamics of resolving incidents recorded in the articles. The vertical axis shows the percentage reduction in the volume of incoming requests due to product improvement in the reporting period, the horizontal axis shows the time scale, configurable in Reporting Settings.

Below the chart is a detailed description of its operation:

Below the description is the target that the percentage of resolved requests will strive for. You can change the target by clicking on the edit icon to the right of it.

You will go to the 'Metric Target Values' page, the sought-after metric is called 'Product Improvement: Percentage of Resolved Requests'.

Information on Product Improvement

Next to the charts is a text block 'Product Improvement' with useful information:

Popular Articles

In the lower part of the 'Product Improvement' page, there is a table listing the most popular articles - those to which the most requests are attached:

Let's decipher some key columns of this table.

AQI (Article Quality Index) is the quality of an article evaluated by the reviewer. The reviewer selects a sample of articles and evaluates the article according to certain parameters 'Yes' or 'No' next to each parameter. The ratio of 'Yes' to the total number of evaluations gives the percentage quality of the article. AQI is absent if the article has not been checked.

FCR (First Call Resolution) is the percentage of requests attached to the article and resolved in the reporting period with one first response, without the need to write again, relative to the total number of resolved requests attached to the article.

Votes is the number of votes given by customers for an article, positive or negative. When using an article, the customer clicks 'Thank you, it helped' or 'It didn't help'. Each click is one vote.

Rating is the balance of votes given by customers for an article, positive or negative. 'Helped' adds 1 vote to the balance, 'Didn't help' subtracts 1 vote from the balance.

Requests (Month) is the average monthly number of requests for an article in the reporting period.

Requests (Total) is the total number of requests attached to an article.

By default, articles are sorted by the last column - from articles with the most attached requests to articles with the least requests. But by clicking the sort button next to the column header, you can sort the articles by other parameters, for example, by rating:

One click on the sort button will sort the requests from the highest value to the lowest. A second click will sort the requests from the lowest value to the highest.

You can sort by multiple columns at once. To do this, click the sort button in the first column of interest, then press Ctrl (on Windows) or Command (on MacOS) and, without releasing, click the sort button on another column. The first sort will remain the main one, and within it, the same indicators will be sorted by the second sort.