Read usage and satisfaction reports by college and assistant
A leader reads the weekly numbers and opens the work list behind them. Every headline number opens the filtered list behind it.
Follow these steps in order
Set the filters first, then read the numbers with the date range and college local time shown on the screen.
Step 1: Open Reports and choose college or system view
Open Reports and choose one college or the system view. System view aggregates colleges and never mixes question text across colleges.
Step 2: Choose assistant, channel, and date range
Choose the assistant, the channel, and the date range. Test and staff preview sessions are excluded from headline counts and are labelled as excluded.
Step 3: Read questions, answered share, hand-offs, and satisfaction
Read questions asked, the answered share, not answered count, hand-offs by office, helpful ratings, and the satisfaction score. The answered share counts only answers supported by an approved source.
Step 4: Open the list behind a number to see the questions
Open the list behind any number. Read the questions, the answers given, and the sources shown. Assign the work in Work unanswered questions when you find a gap.
Step 5: Export the report or schedule the weekly summary
Export the report in a standard format, or schedule the weekly summary for the owners who act on it. Reading full question text or exporting detail needs the detail permission and is audit logged.
Numbers staff can act on
Use the same definitions for every college, so a comparison is fair.
Adoption
Active askers per day and month, questions asked, and peak times for capacity planning.
Answer health
Answered share, not answered count, hand-offs by office, helpful ratings, and satisfaction with the count behind each rate.
Source use
Which approved sources were cited most, which were never used, and which need review before the next period.
Check before you act
Read the screen carefully before you share a number in a meeting.
- The college or system view, assistant, channel, and date range are shown
- College local time is stated on the screen
- Test sessions are excluded and labelled as excluded
- Each headline number opens the list or transcript behind it
- Exports carry the filters and row count and are audit logged
Read the numbers, then work the list
Reports show what to fix next. The queue turns the largest gap into assigned work.