Self Help - Administration Dashboards

The Default template dashboard

This interactive dashboard displays an overview of the 11 main KPIs used for assessing Self Help projects. These KPIs are arranged in two views, the End User view and the Editor view.

  • The dashboard is generated in Tableau format using criteria defined for an extraction profile. The Tableau format enables interaction with the data viewed. The extraction profile is used to define the data extraction scope via Self Help projects and domains on the administration server. It is also used to select the type of data to be included in the report, e.g. procedure execution data, search history, etc.
  • The dashboard header enables you to filter data by period, domain, Self Help project or user group.
  • When you click an element in the chart, this will filter data in the entire dashboard dynamically based on the selected value.


  • The dashboard is Responsive. It adapts automatically its display to the resolution of the device on which it is accessed.


  • The Tableau software requires you to purchase a license. If you want to update extractions, this may require a different license and pricing option.

Best Practice

  • Filter the Self Help projects and domains to restrict the data extracted. By default, all Self Help projects and domains on the administration server are included.
  • Click Dashboard - Default template - Help icon.png at the top left of the dashboard to access the help page. This page describes the KPIs used in the dashboard.

Description of the KPIs

         Dashboard - Default template.png

KPIs related to the execution of procedures: End User view

Information in the upper part of the dashboard

  •  (1)  Total number of procedures executed by year, month (default value), week, or day.
  • (2) Escalation rate: Breakdown of tickets created via user journeys by status.
  • (3) Number of procedures executed by category.
  • (4) Total number of procedures executed for a given period. Average duration of user journey executions.
  • (5) The top five most frequently executed procedures for a given period by user group.
  • (6) Breakdown of procedures with positive or negative feedback (Note: Procedures without feedback are those that are interrupted before the satisfaction survey appears).
  • (7) Average number of steps executed during user journeys.
  • (8) The top five most frequently interrupted procedures for a given period.

KPIs related to editors: Editor view

Information in the lower part of the dashboard

  • (1) Number of procedures published by category (level 1 project folders).
  • (2) Number of procedures published for the project and average interval since the last publication.
  • (3) Average number of procedure steps by category.


How to generate the Default template dashboard

Step 1: Select the extraction profile associated with the dashboard.

    Open url.png See How to create an extraction profile.

1. Go to the Online Studio.

2. Select Analytics > Extraction Profiles in the menu.

3. Select the Global Tableau extraction profile associated with the Default template dashboard.

Step 2: Generate the new dashboard.

    Open url.png See How to schedule the running of a report.

1. Click Execute.

2. Specify the extraction period.

3. Click Yes.

  • The Default template dashboard will be generated in TWBX format.
  • The Analytics > Extraction menu will be opened.

Step 3: Display the dashboard.

1. Select the report Global Tableau... you just generated and click Download.

2. Click Open with Tableau Reader.
The dashboard will be displayed in Tableau Reader.

Note: You can save the dashboard in TWBX format on your desktop.

3. (optional) Refine the data extraction scope.

  • Click Filters <<.
  • Define your search criteria: period, domain, Self Help project, user group.
             Dashboard - Default template - Filters.png

4. (optional) Click the different elements in the chart to filter data in the entire dashboard on the selected value.



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